Send e-mail

An email template contains the email’s prepared content and layout. This journey step chooses that template and defines the sender details shown to recipients.

Use Send E-Mail to send a configured email template when users reach a journey step. Select the template, configure sender and message details, personalize supported fields, and save the action.

Step 1: Add the action

1. In Journey Builder, select Add Step.

2. Under Action, select Send E-Mail.

3. Enter a Step Name.

Use a descriptive internal name, such as Send abandoned-cart email. It helps you locate the step in the journey. Recipients do not see it.

Select Send E-Mail from the Action section.

Step 2: Configure the email

Complete the email settings.

Select the template first. Then complete the sender and inbox-preview fields. These fields help recipients recognize the email before opening it.

Field	Purpose
Step Name	Internal name for the journey step.
Mail Template	Pre-designed email content and layout.
From Address	Sender address shown to recipients.
Sender Name	Name shown beside the sender address.
Subject	Email subject shown in the inbox.
Preheader	Preview text shown after the subject.
Reply To	Address that receives recipient replies.

For example, select a Black Friday template, set Sender Name to Your Brand, and use Your offer ends tonight as the subject.

Use a sender name that recipients recognize. Write a subject that describes the email’s value. Use the preheader to add supporting context.

Select Mail Template before completing the message details. The template provides the email body and layout. Subject and Preheader control the inbox preview. They do not replace the template content.

Select a template and configure sender details.

Step 3: Add personalization

Use supported profile attributes and journey variables in the subject or email content.

Profile attributes use stored user information. Journey variables use values collected or set in the current journey.

For example, use Hello @name! in the subject. The resolved profile name appears for each recipient.

Use journey values when the content depends on the current flow. For example, @ProductName can display the product captured during the journey.

Only use a value when it is available for the user reaching the step. For example, use a name stored in the user profile. Use a product variable only after an earlier journey step has provided it.

Use supported values to personalize email content.

Step 4: Verify sender settings

Confirm that From Address and Reply To are configured through the email-provider integration.

The From Address identifies the sender. The Reply To address receives recipient responses. These can be different addresses.

Choose a From Address that recipients recognize. Choose a monitored Reply To address when recipients may need help or have questions about the email.

The sender and reply-to addresses must be set in the email-provider integration before use. See Email provider integration.

Step 5: Save the action

Select Save.

The email action appears in the journey flow. The selected template sends when eligible users reach the step.

For example, users who reach an abandoned-cart branch can receive the selected recovery email. Users who do not enter that branch do not receive it.

Review the selected template, sender fields, subject, and preheader before saving. These settings together determine the email recipients receive.