Edit the Emails TRIOPilot Sends

TRIOPilot sends eleven emails automatically, and Settings, on the Emails tab, is where you control their wording:

• An application receipt to the applicant, the moment they submit.
• A new application alert to the staff addresses you enter, the same moment.
• A notice to each advisor, assistant and admin when a new application arrives (New Application to Each Staff Member).
• A notice to an advisor when a student is assigned to them.
• A notice to an advisor when a student books an appointment with them online.
• A notice to an advisor when a student or a colleague moves, cancels or reassigns an appointment with them (Appointment Changed).
• A notice to an advisor when a student assigned to them sends a text, with a link straight to the conversation. If the student has no assigned advisor, or that advisor has been archived or can no longer carry a caseload, your program's admins get it.
• A notice to your admins when a number that is not on file texts your program (Text From an Unknown Number).
• A notice to an advisor when a colleague or the student adds a comment on a student assigned to them, or to your admins when a student with no advisor comments in the portal (Comment on a Student). It never includes the comment itself.
• A notice to a staff member when a colleague mentions them in a comment, a contact note, an event or an appointment's staff notes (Someone Mentioned You), with a link that opens the entry.
• Confirmations to the student when they book, move, or cancel an appointment themselves.

Every notice to a staff member follows a notification in the bell at the top of the page: the bell shows it as it happens, and the email follows by that person's own choice.

Each card shows the current wording with a live preview using sample data.

Formatting

The body is a rich text editor. Use the toolbar for bold, italic, underline, links, bullet or numbered lists, and headings. A link must be a full address starting with https://, http://, mailto: or tel:, or one of the template's fields, such as {{student_profile_link}}. A link that starts with / or # works on a web page but would not open from an email, so use the full address, such as https://stonefield.edu/trio. The Link button says what to change, and Save refuses a new link that goes nowhere, such as www.stonefield.edu or /schedule. A link your template already held does not stop a save. The email goes out as formatted HTML, with a plain text version underneath for any mail app that needs it.

Languages

You edit the English version only. When you save, TRIOPilot translates the student emails into every language an application can offer, and shows the ones your application offers (set in the Application Builder, under Languages) as read-only previews beneath the editor. If you add a language to your application later, your customized emails get it at your next Save and Publish in the builder. If a preview shows the standard wording instead of your own, save the English version again here to translate it into every language. The application receipt arrives in the language the applicant filled the form in; appointment confirmations to students are sent in English. Advisor and staff emails are English only. If you change the English wording later, save again to refresh the translations.

Merge Fields

Click a field chip such as {{student_first_name}} to drop it into the body at your cursor. It is replaced with the real value at send time. You cannot save a field the email does not support, and a field must match its chip exactly, including lower case, underscores and two braces on each side: {{student_first_name} or {student_first_name} would be sent as typed. The editor tells you which field it does not recognize, or which one is missing a brace, and which one to use when it can.

Saving and Resetting

Save applies immediately to future emails; nothing already sent changes. Saving the English version also regenerates every translated version. Reset to Default returns that email to the standard wording in every language. A short footer naming your program and why the email arrived is added to every message automatically and cannot be edited.

If you try to leave the Emails tab with an English edit or Send To addresses that are not saved, TRIOPilot asks first. Choose Keep Editing to stay, or Leave Without Saving to discard your changes. When you close the tab or reload the page, most desktop browsers show their own message instead. Browsers on an iPhone or iPad do not ask, and your browser's Back button does not always ask, so save first.

Turn an Email Off

Not every program wants every email. At the top of the Emails tab, the Notifications card shows every email TRIOPilot can send, in three groups by who receives it: Emails to Students, Emails to the Addresses You Enter (the new application alert), and Emails to Each Staff Member. If your program calls its students something else in Settings, such as participants, the card and the emails' names use that word. Untick one and it is not sent to anyone; everything else about that event still happens, and the bell notifications still arrive. Tick it again to resume. Every switch is on unless you turn it off, and each change is saved immediately, a green check and Saved. appear beside the switch (under its row on a phone), and the change is recorded in the audit log. Appointment Booked With Advisor only applies while scheduling is on, so it appears grayed out while scheduling is off, since nothing can trigger it. Appointment Changed and Appointment Confirmation for the Student stay available, because an appointment booked earlier can still be cancelled, and the student is sent the confirmation of that. The two text emails stay available while texting is off as long as your program keeps its texting number, because a student can still reply to an earlier text, and each says so; they appear grayed out only when your program has no texting number.

Each staff member also chooses, on their own account page, which of the emails to each staff member they get, and whether they come one at a time or as an hourly or daily digest. Each of these rows says how a person starts with it in your program: Each person can turn it off on their account page when it starts on, or It starts off for each person, and each can turn it on from their account page when it starts off. See Manage Your Account. An email you switch off here reaches nobody, whatever a person chose, and is left out of digests too, even a notice that was already waiting. A digest uses standard wording, so your edits to an email's wording apply when it is sent on its own.

If someone's address is in the new application alert's Send To and they also work in your program, they get only the alert for a new application, never two emails.

Who Gets the New Application Alert

The New Application Alert for Staff email goes to the addresses you enter yourself, under Send To on the Notifications card. Type up to 25 email addresses, separated by commas or one per line, and choose Save Recipients. Any address past the 25th shows in red as not kept and is not saved. Any address can be there, including a shared intake inbox or a director who does not sign in to TRIOPilot; the addresses do not need accounts. The card tells you if something you typed is not an email address, and nothing saves until it is fixed. Until at least one address is entered, this email is not sent, and the card says so.

The alert names the applicant, when the application arrived in your program's time zone, and links straight to the new student's profile. It is sent for every application, whether the applicant submitted it online or a staff member entered it with Add New Student. Staff who sign in also see every new application in the bell at the top of the page; that in-app alert is separate from this email and goes to every advisor, assistant and admin in your program, whatever their permissions on the Team tab in Settings.

The Mention Email

Someone Mentioned You goes to the staff member a colleague mentions: an advisor, an assistant or an admin. Its fields are the person's name, who mentioned them, the student (or a count such as "12 students"), where they were mentioned, the link to the entry, and your program's name. It never includes the note itself: there is no field for it, and a field the email does not support cannot be saved. The student's name is left out of the subject line even if you add {{student_name}} to it, because a subject shows on a phone's lock screen; the editor says so under the subject box.

Turning the email off here stops it for everyone in your program, and the bell notification still arrives. Each staff member can also turn it off for themselves on Your Account. See Mention a Colleague.

Where Replies Go

Emails come from noreply@triopilot.com, with your program's name as the sender. When an applicant or student replies, the reply goes to the Director Email in Settings, Reporting, Project Information. If that field is empty, their replies do not reach your program, so add the address you want them to reach. A reply to a mention email goes to the colleague who mentioned the person. The other staff emails and the digests have no reply address, except the data export security notice, whose replies go to support@triopilot.com.

Good to Know

• These messages are only sent because of something the recipient is part of (they applied, a student was assigned to them, booked with them, texted them or commented, or a colleague mentioned them), so there is nothing to unsubscribe from. Every email to a staff member ends by naming the switch on their account page that turns it off for them.
• The new application, comment, appointment change and mention emails to staff leave the student's name out of the subject line, because a subject shows on a phone's lock screen.
• Appointment times are always written in your program's time zone.
• A change made by staff to a student's appointment does not email the student; the change screens say so, and it is your staff's call to tell them.
• An email that fails to send never blocks the application or booking that triggered it.
• The emails to each staff member go only to someone who still works in your program as an advisor, an assistant, or an admin. An archived advisor who is still assigned to students gets none of them, so reassign their students to someone else. See Add a User or Advisor.