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Koffyr Documentation

Email notifications

Who this is for

Section titled “Who this is for”

Owners and managers at your agency who want to control how Koffyr sends automatic COI-workflow emails and monitor delivery. Recipients can manage their own preferences separately.

Before you start

Section titled “Before you start”
  • To set your agency’s display name in outgoing emails, go to Settings → Organization and fill in the Email sender name field (optional — defaults to your agency’s legal name).
  • Delivery tracking requires your account team to activate email delivery events for your agency (contact support to activate).

Step-by-step

Section titled “Step-by-step”

Setting your agency email sender name

Section titled “Setting your agency email sender name”
  1. Go to Settings → Organization.
  2. Under Email sender, enter your agency’s display name (e.g. “Acme Insurance”). Recipients will see this name in the From field of every notification email.
  3. Optionally enter a Reply-to email — replies from recipients will route there instead of to the generic sender address.
  4. Click Save.

Viewing the delivery log

Section titled “Viewing the delivery log”
  1. Go to Settings → Delivery log (listed under the Organization section of the settings navigation rail).
  2. The page shows the last 100 email and SMS delivery events for your agency — status, timestamp, event type, and a truncated provider message ID.
  3. The log refreshes automatically every 30 seconds.

What happens next

Section titled “What happens next”

When you issue a COI: The requester receives a COI Delivered email with a download link and a Contact button linking to your agency’s email address.

When you decline a COI request: The issuer receives a COI Declined email with the decline reason (if provided) and a link to revise and resubmit.

When a request waits for manual review: If Koffyr’s coverage rules require manual triage, the issuer receives a Pending Review email letting them know the request is waiting.

24h and 72h reminders: For any open request, Koffyr sends automated reminders at 24 hours and 72 hours to nudge completion.

Policy expiration reminders: Owners and managers receive expiration reminder emails at 60, 30, and 7 days before a policy expires (see [Policy expiration alerts](../Managing insureds/policy-expiration-alerts.md)).

Recipient unsubscribe: Every lifecycle email sent to an insured includes an unsubscribe link. Clicking it opens a preferences page at koffyr.com/i/prefs/... where the recipient can turn off expiration reminders or unsubscribe from all notifications. Preferences are permanent until re-subscribed.

Troubleshooting

Section titled “Troubleshooting”

The delivery log is empty. Email delivery events must be activated for your agency by your account team before events appear. Contact support.

Emails show a generic sender name. Set a display name under Settings → Organization → Email sender name.

A recipient says they didn’t get an email. Check the delivery log for bounce or spam-report events for that send. Bounce events may indicate an invalid or full inbox.

Section titled “Related”

Last verified: 2026-05-28