Email a customer from the report (Pro)
Updated September 15, 2026
Several recommended actions include a Compose email button. Selecting it opens an editable subject and message inside the report, pre-filled with a template written for that action, which you can send without leaving the page. It is a Pro feature.
Sending an email
- Open the customer’s report and go to the Insights tab.
- Find the recommended action you want to act on and select its email button.
- Edit the subject and message. The template already includes the customer’s first name and your store name.
- Select send. A confirmation appears under the action once the message has gone.
Nothing is sent until you select send, so you can open a template purely to see what it says.
The templates
Each action has its own template, written to suit the situation:
- Win-back – a we-miss-you message that includes the win-back coupon code if one has been generated, or a placeholder to paste one into if not.
- Service recovery – a personal check that a recent order went smoothly, with an invitation to reply.
- Thank-you – a short note thanking a high-value customer for their support.
- Next best product – a short list of suggested products with links, drawn from your configured cross-sells and upsells.
- Check-in – a light-touch message for a customer with no pressing signal.
The Email code button on an existing coupon sends a different template again: a short message handing over the coupon code that has already been generated.
How the email is sent
Messages go out through WordPress itself using wp_mail(), as plain text. They use whatever sending configuration your site already has, so if you use an SMTP plugin these emails go through it.
The Reply-To header is set to the logged-in admin who sent the message, meaning customer replies come back to you rather than to the site’s default address. The recipient is always taken from the customer record on the server, so the report cannot be used to send mail to an arbitrary address.
If an email fails
A failure is reported as The email could not be sent. Check the site mail configuration. That means WordPress itself could not hand the message off. The usual causes are a host that blocks outgoing mail, or an SMTP plugin that is misconfigured. Test with any mail-logging plugin to confirm whether other site emails are getting out.
Sending requires the manage_options or manage_woocommerce capability.