Portal emails
The Partner Portal automatically generates various emails that are sent to designated email addresses for certain actions made on the portal, or triggered based on an event. Most emails simply confirm an action made on the portal, or are sent as call-to-action emails, such as to activate a user account.
The Partner Portal issues a number of automated emails. The main types of automated email are:
- Trials
- New and changed orders
- Renewal alerts
- Cancellations
- Subscription activation
- Pexip Service events and actions
Below is a list of all portal emails that are sent to partners, customers and end-users. All emails are sent in English.
Note that you can apply your branding to these emails, see Branding the Pexip apps and customer emails for more information.
Trials
You can become a recipient of all trial emails from the portal, for all your customers, by having your email address added to the section of the Partner Portal. To do this, please contact your local Pexip Sales or Support team for assistance.
| Subject | When sent | Recipients |
|---|---|---|
| New company created (in trial mode) | A new company is created | Partner |
| Trial reminder | User on trial X days before expiry (X = 23, 7 days in advance) | End user |
| Trial extended | User on trial - trial extended | End user |
| Trial reminder - {company_name} | When a user is on trial, X days before expiry (X = 23, 7 days in advance) | Customer, Partner (optional) |
| Trial extended - {company_name} | Company on trial - trial extended | Customer, Partner (optional) |
| Trial ended - {company_name} | Company on trial - trial ended | Customer, Partner (optional) |
New and changed orders
These emails confirm fresh or changed orders for a specific customer in the portal. These emails are sent automatically to:
- the portal user that places the order
- the partner's account manager for that customer*
- the Pexip account manager for that customer
- optional recipients per partner (all customers)
To add yourself to receive all order confirmations for all your customers, please contact bizops@pexip.com.
*These emails are not sent to the partner account manager if the partner is a reseller under a Pexip distributor.
| Subject | When sent | Recipients |
|---|---|---|
| Order confirmation from Pexip (new) | An order for a brand new plan is placed | As stated above |
| Order confirmation from Pexip (change) | An existing plan is changed from monthly to annual | As stated above |
| Change confirmation from Pexip | Quantity is changed on an existing plan | As stated above |
Renewal alerts
These emails alert:
- the pending expiry of an existing license plan
- if a license plan has been set to renew
- if a license plan has been set not to renew
- if a license plan has expired
- if a license plan has been renewed
Reminders are not sent if the license plan has been set by a portal user to renew or to expire. These emails are sent automatically to:
- the partner's account manager for that customer*
- the Pexip account manager for that customer
- optional recipients per partner (all customers)
To add yourself to receive all order confirmations for all your customers, please contact bizops@pexip.com.
*These emails are not sent to the partner account manager if the partner is a reseller under a Pexip distributor.
| Subject | When sent | Recipients |
|---|---|---|
| {company_name} license plan will be renewed | A portal user requests (confirms) that a plan should renew | As stated above |
| {company_name} license plan will not be renewed | A portal user requests (confirms) that a plan should expire (not renew) | As stated above |
| {company_name} license plan expires in {X} days | X days before the expiry date of a plan, that is set to expire, but not confirmed by portal user (X = 45, 30, 15, 3 days in advance) | As stated above |
| {company_name} license plan has been renewed | The system renews a plan upon confirmed renewal | As stated above |
| {company_name} license plan expired | The system expires a plan - either due to confirmed expiry or unconfirmed renewal | As stated above |
Cancellations
These emails confirm the cancellation of a recently placed order. These emails are sent automatically to:
- the portal user that places the order
- the partner's account manager for that customer*
- the Pexip account manager for that customer
- optional recipients per partner (all customers)
To add yourself to receive all order confirmations for all your customers, please contact bizops@pexip.com.
*These emails are not sent to the partner account manager if the partner is a reseller under a Pexip distributor.
| Subject | When sent | Recipients |
|---|---|---|
| Cancellation confirmation from Pexip | A recently ordered (not-yet-invoiced) plan is canceled | As stated above |
Subscription activation
These emails are triggered based on a newly activated, deactivated or reactivated subscription, both on Pexip Service and the Partner Portal. These emails also include invitation and welcome emails, sent to users that have registered or been invited. Some of these emails include a call-to-action link, such as to activate their account, while other emails are simply a confirmation or notification of an automatic or triggered action (e.g. when a Team VMR has been activated).
Interoperability - Google/Teams
These emails are sent concerning events and actions triggered with interoperability on either Google Meet or Microsoft Teams.
| Subject | When sent | Recipients |
|---|---|---|
| Please upload your Authentication Token for Gateway Interoperability | A new Google Interop subscription is created | Customer, Partner (optional) |
| Your Google Meet Interoperability service has been provisioned | An existing Google Interop subscription is activated | Customer |
| Please authorize Pexip CVI application | A new MS Teams subscription is created | Customer |
| Your CVI Service for MS Teams has been provisioned | An existing MS Teams subscription is activated | Customer |
| X% usage notification for Pexip Cloud Video Interop for Microsoft Teams | Usage is 80% or more of license capacity (only sent to customers with 10 or more concurrent call licenses) | Customer, Partner |
| Oversubscription notification for Pexip Cloud Video Interop for Microsoft Teams | Usage is exceeding license capacity (more than 100% of licenses bought) | Customer, Partner |
| Please authorize Pexip Connect for Teams Rooms | A new Connect for Teams Rooms subscription is created | Customer |
One-Touch Join license distribution
These emails are sent in relation to license plans that include the One-Touch Join (OTJ) software license key.
| Subject | When sent | Recipients |
|---|---|---|
| New OTJ license added | An Infinity license is added for OTJ | As defined on distribution list |
| OTJ license renewal notification | A license plan including OTJ is confirmed renewed | As defined on distribution list |
Portal/Analytics accounts
These emails are sent concerning events and actions triggered on the Partner Portal and Video Analytics. Emails are sent to notify of activation, deactivation, and warn of expiry. These emails are sent to the particular account user, either on the portal or analytics.
| Subject | When sent | Recipients |
|---|---|---|
| Activate your Pexip Analytics account | An existing portal user is invited to Analytics | Portal user |
| Activate your Pexip Partner Portal account | A new portal user is created | Invited portal user |
| Your Pexip Partner Portal account will expire in 30 days | 30 days before the system deactivates a portal user due to 180 days of inactivity | Portal user |
| Your Pexip Partner Portal account is deactivated | System deactivates a portal user after 180 days of inactivity | Portal user |
| Reset your Pexip account 2FA | Two-factor authentication (2FA) is reset for your Partner Portal or Partner Analytics account | Portal user |
Pexip Service events and actions
These email are sent concerning events and actions triggered on the Pexip Service. These emails touch upon actions and events for End-user accounts (EULs), Team Rooms (team VMRs), Endpoints and Domains.
| Subject | When sent | Recipients |
|---|---|---|
| End-user accounts (EULs) | ||
| Activate your Pexip Service account | A new user is invited and needs to set up their password | End user |
| Welcome to the Pexip Service | A new user has set up their password | End user |
| Recover your Pexip Service account | A user forgets their password and clicks the recover link | End user |
| Your Pexip Service account has been deactivated | The account is deactivated | End user |
| Your Pexip Service account has been reactivated | The account is reactivated | End user |
| Your Pexip Service account's 2FA has been reset | Two-factor authentication (2FA) is reset for the account | End user |
| Team VMRs | ||
| Team room activated | A team VMR is activated | Customer, Partner (optional) |
| Team room deactivated / Trial ended | A team VMR is deactivated | Customer, Partner (optional) |
| Endpoints | ||
| Video system subscription enabled | An endpoint is created/reactivated | Partner, Customer |
| Video system subscription disabled | An endpoint is deactivated | Partner, Customer |
| Domains | ||
| New calling domain {domain} | A new calling domain hosting is created | Partner, Customer (optional) |
| New Microsoft 365 domain {domain} | A new Microsoft 365 domain is created | Partner, Customer (optional) |
| Classic products | ||
| Your subscription for {display_name} has been reactivated | An EUL user has been activated | Partner |
| Your subscription for {display_name} has been deactivated / Trial ended | An EUL user has been deactivated | Partner |
| Invitation code activated | A new invitation code is created | Partner, Customer |
| Invitation code deactivated / Trial ended | An invitation code is deactivated | Partner, Customer |
| In-conference customer branding | ||
| Instructions for providing Pexip with the information required to fulfill the order | The order is placed | As specified when placing the order |
| Notification that branding is active on the Pexip Service | Pexip has made the order active in the Partner Portal | Those listed on the order at the time Pexip makes the order active |