Every SmartTile outage, recovery, escalation step and scheduled report leaves through one mail transport — Mailgun where SmartChoice has configured it, otherwise authenticated SMTP. The transport is SmartChoice's server setting; who receives what, and when, is yours to set in SmartTile.
An alert e-mail that goes to everyone, at once, every time, becomes an e-mail rule that files it unread. SmartTile sends each outage e-mail per contact: to the people assigned to that location, after the delay each of them chose, inside the hours they want, and never twice inside the repeat window. Mailgun and SMTP are the delivery pipe, not a customer integration — the SmartChoice main server sends through Mailgun, and a server without a Mailgun key falls back to SMTP automatically.
"[OFFLINE] location" per contact, with the device, the site and the ticket reference when one exists. Sent when the outage is older than the contact's escalation delay (15 min default).
"[RESTORED] location" — only to contacts who were sent the outage e-mail for that outage, so nobody hears "it's back" about something they never heard went down.
Escalation workflows send "[Step 2/3] location — N devices DOWN" to the contact on each step, alongside that step's SMS or MMS.
Reports you schedule under Reports arrive as a branded e-mail with the report attached as PDF, CSV or XLSX, to every recipient on the schedule.
Admins are e-mailed when SMS credit reaches 80 %, 90 % and zero, and trial accounts get their expiry notices.
A confirmed outage at a location with no client contacts on file still e-mails the SmartChoice NOC, so an outage is never silent.
Each contact's Email switch. E-mail and SMS are independent.
Minutes before this contact's first alert — short for the NOC, longer for the office manager.
Overnight, morning, afternoon, evening and weekend boxes; no box ticked means always.
Send test e-mails the contact now. The contact's analytics show every alert sent to them, the address used, and the delay from event to e-mail — exportable.
| Server setting | What SmartTile sends through |
|---|---|
| Mailgun key + domain present | Mailgun HTTP API. The SmartChoice main server is set this way. |
| SMTP host is smtp.office365.com | Microsoft 365 (nodemailer Outlook365 service) with the configured mailbox. |
| Anything else | Standard SMTP — host, port 587 by default, TLS (465 = implicit TLS), optional auth, certificate checking on unless explicitly turned off. |
| No From on a message | Filled with the server's default sender name and address, because Mailgun rejects a message without one. |
An outage e-mail to the same contact repeats at most once per repeat window — 60 minutes by default, adjustable by SmartChoice in Engine Safety.
A per-contact daily cap and a server-wide daily cap stop a flapping site from flooding a mailbox; each cap hit is logged.
SmartChoice monitoring is blind-copied on the first outage and first restoration e-mail of an outage cycle only — not on every repeat.
Outage e-mail goes only to the affected company's contacts for that location. Mail credentials are SmartChoice's server settings — no customer mail password is ever stored.
Each customer e-mail writes an activity-log entry (sent or failed, with the address) and an alert-log row, and adds a note to the open ticket: "Customer OUTAGE notification sent to …".
Report and screenshot attachments are read into memory before sending, so Mailgun ships the file itself — never a file path posing as an attachment.
A failed alert send is logged as CLIENT_ALERT_EMAIL_FAILED with the error; a report run with failed recipients is logged as REPORT_SEND_PARTIAL naming them.
| Question | Answer |
|---|---|
| Can alerts come from our own domain? | Not per company. The sender is set per SmartTile server; a dedicated SmartTile server can be pointed at your Microsoft 365 or SMTP relay by SmartChoice. |
| Will we know it was delivered? | SmartTile records that the message was accepted for sending, per contact. It does not read Mailgun delivery or open events back. |