Consumer-facing emails and how to edit them

Each program built using the MySheerID program builder comes with a set of default consumer-facing emails that guide users through the verification process. This article will define each email message, offer details about additional optional email notifications, and explain how to edit consumer-facing emails within SheerID's program builder.

Default consumer-facing email notifications

Approved

This is the email that a user will receive at any point of the verification if they are approved. It could be instantly, after uploading a document, or any other step in the verification journey.

Rejected

This is the email a user will receive after they upload a document that has been rejected. It will contain a CTA (call-to-action) button to prompt the user to try uploading again using a different document. It will also provide helpful language around why their previous document was not accepted.

Maximum Attempts

If a user has uploaded documents three times and all have been rejected, they will receive the Maximum rejection email. It will let them know that they were unable to be approved for the offer.

Reminder

This is the email a user will receive if not instantly verified and if they still need to upload a document. This email is triggered automatically 15 minutes after initial instant failure unless a document is uploaded. SheerID can assist in adding secondary reminder email notifications at a cadence of your choosing (i.e. 15 minutes and 2 days), but cannot add any supplemental copy/text to a second reminder email.

Optional consumer-facing email notifications

Email Loop

When Email Loop is enabled on a program an email will be sent to the user to determine that they have access to the inbox of the address that was used during verification. 

Consolation

When a user has reached the maximum attempts at verification, or their verification has expired, there is an optional consolation offer that could be sent to them in an email. Consolations offers must be enabled by SheerID – contact Product Support.

How to edit emails

1. Log in to your MySheerID account (ensure your user account has Program Admin permissions)
2. Select the program you wish to view
3. Click on the Customize button in the top right corner of the window
4. Select the Verification Method on the left of the preview window under the Flow tab. The steps for that method will appear below where you can click on a step to edit the Content fields on the right side of the page. Flow options appear in the order that they are seen by the consumer. In the center of the customize screen, any changes you make will be shown in real time.

5. Click the Save button in the right-hand menu when updates are complete. 

These areas are not enabled to use Javascript or HTML. If added you may see an error and the program won't save the change. If you do not have access to the Customize tab within your program, then you may have a custom program. In that case, please contact your CSM about how to make changes to your emails.