Emailing Clients

If your org has a default thank-you template turned on under Settings → Emails, yes. Admins can also add other templates that show up as optional checkboxes when logging a visit.

Use Email Clients (staff and admin) to send an existing template to a filtered segment — everyone, clients who visited in a date range, clients with a specific tag, or by animal type. Click Preview Recipients first to see how many clients match and how many have an email on file, then pick a template and click Send. Pantry asks you to confirm which email is going out and to how many clients before anything is sent. Keep the page open until it says Done.

When a send finishes, Email Clients shows a summary right away: how many emails were sent, how many couldn't be sent, and how many clients were skipped because they have no email on file. Click "See who it went to" for the full list. You can come back to it any time from Sent Emails (the link at the top of Email Clients). It lists every mass email from the last 60 days, plus the automatic thank-you and follow-up emails grouped by day. Click any row to see exactly which clients got it, and which didn't and why.

Sent means our email service accepted the email and is delivering it. Delivered means the recipient's email provider confirmed it arrived. Bounced means the address didn't accept it (often a typo or an old address) or the person marked it as spam, so it's worth checking their email on file. Couldn't send means the email service refused it, and the detail page shows why. No email means the client has no address on file, so nothing went to them. Not tracked means the email went out before Oct 25, 2026, when Pantry started recording results.

Pantry checks for this. Every mass email asks "Send this email?" with the template name and number of recipients before it goes out. If the same template already went out in the last 24 hours, it tells you when it was sent, who sent it, and to how many clients, and asks you to confirm before sending it again. After a send finishes, the Send button is also replaced by the results, so a second click can't send it again by accident. To send another email, preview recipients again.

Yes, if an admin has set a reply-to address on the main Settings page (Settings → Overview). Emails show your organization's name as the sender, and replies go to that address.

An admin can set up a monthly report email under Settings → Scheduled Reports. It's a summary of the previous month's activity, sent automatically to a chosen list of recipients on the morning of a chosen day of the month. If a send ever fails, Pantry tries again the next morning.