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Application detail — Email and communications
This guide covers email on the application detail page and related communication surfaces: the Email main tab, the shared Request Docs / Send Email composer, and the right-rail SMS and Notes panels when your tenant enables them.
Email tab (main tab bar)
Select Email between Docs and Data on application detail.
What the tab shows
Email History — a sortable table of outbound messages for this application:
| Column | Description |
|---|---|
| Date | When the message was sent or queued |
| Subject | Email subject (truncated in cell; full text in tooltip if long) |
| Delivered To | Recipient list |
| Status | Delivered (success), Queued (warning), or Failed (error) |
| Action | Open-in-new style control — opens the Request Docs composer prefilled from that email (useful to resend or follow up with the same template context) |
Search
Use Search... (global fuzzy filter) to find messages by subject, recipient, or other visible fields.
Send Email
Where: Top-right of the table, or empty-state header when no history exists.
Label: Send Email
Who can use it: Hidden for Auditor. Available on application detail (not on lender detail views that reuse the component).
What it does: Opens the same Request Docs side panel used from the Docs tab, without a pre-selected document list (unless you opened from a row action).
Empty state: When no emails exist, you still see Send Email next to the empty placeholder.
Request Docs / Send Email composer (shared panel)
Whether you click Send Email, Request Docs, Request (Docs section), or the row action on an email, you get the Offset panel on the right.
Header and recipients
- To — applicant email (from application profile); use recipient controls when templates support multiple parties or role-based recipients.
- Subject and body — from selected template or prior email when resuming from history.
Template selection
- Dropdown of email templates with Search templates... inside the list.
- Clear template (X on trigger) to start fresh.
- Each option shows template name and subject preview.
Request Docs multi-select (document requests)
Shown when you are not opening from an existing email row:
- Placeholder: Request Docs
- Search documents... inside the popover.
- Select one or more items from the application document library to include upload links in the message.
- Selected doc names appear as attachments/chips in the composer per template rules.
When opened from Docs preview (Request new document), the relevant document may be pre-selected.
Attachments area
Shows PDF chips for:
- Template static attachments
- Documents selected for request
- Attachments from a source email (when opened from history)
Remove attachment chips where allowed (X on chip). Download icon on static attachments opens the file.
Body editor
Rich text editor with variable insertion (role-based variable popover when configured). Upload-link buttons in the body may be guarded until recipients and docs are set — follow on-screen enablement before Send.
Footer actions
| Button | Behavior |
|---|---|
| Send | Sends the email; shows loading while pending; disabled until required fields are valid |
| (implicit close) | Close the panel via X or outside click — discards unsent edits |
After send, Email history refreshes and Docs statuses may update to Requested for requested items.
SMS (right rail — when enabled)
SMS is not a main tab. When your tenant enables SMS, the right sidebar includes an SMS tab (alongside Overview and Notes).
- Uses the shared SMS form component (Firebase-backed chat UI).
- Send SMS to the applicant from this panel per your tenant’s SMS configuration.
- Message history appears in the conversation view for this application session.
If you do not see SMS, your role or tenant has not enabled it — use Email instead.
Notes (right rail)
Notes is internal-only communication:
- Add and view team notes on the application.
- Notes are not sent to the applicant.
- Use for handoffs, call summaries, and audit context.
See Application detail overview for how Notes fits with Activity.
Status reference (email)
| Status | Meaning | What to do |
|---|---|---|
| Delivered | Provider accepted delivery | No action |
| Queued | Still sending | Wait and refresh |
| Failed | Send failed | Resend via Send Email; check recipient address and template |
Role summary
| Role | Email tab |
|---|---|
| Auditor | View history only; no Send Email |
| CSR / Support | Common users for Send Email and status follow-up |
| Underwriter / Reviewer | Send doc requests and decision letters |
| Manager / Admin | Full access |