Whether you're sending lab results to a client, emailing a discharge summary after surgery, or queuing up debt reminders for overdue invoices, Lupa's email system lets you compose, send, and track emails directly from the practice management screen. Connect your Outlook or Gmail account, customise templates with client and pet details, and send individual or bulk emails — all without switching to a separate email client.
💡 In short: Connect your email account (Outlook or Gmail), create reusable templates with placeholders for client and pet names, compose emails with attachments.
Before You Begin
📍 Permissions required: You need Integrations Settings access to connect email accounts - these allow you to send one-off emails. Bulk email sending requires your clinic to have DNS settings setup to allow Lupa to send mass emails on your behalf. This is covered in the billing app and marketing app.
Connecting an Email Account to send one-off emails
Step 1: Open email settings
Go to Settings → Communications → Email.
You'll see a list of connected email accounts (if any) and options to connect new ones.
Step 2: Connect your account
Click Connect Outlook or Connect Gmail.
You'll be redirected to Microsoft or Google to authorise Lupa to send emails on your behalf.
Complete the sign-in and grant the requested permissions.
Once connected, the account appears in the list with its email address and any aliases.
💡 Each team member can connect their own email account. Emails sent through Lupa will come from the connected account, so clients see a familiar sender address.
Step 3: Configure shared emails and aliases
After connecting, you can use the Actions column on each row to:
Set as default sender — Mark this account as the default 'from' address for your practice location. A filled star indicates the current default; click it again to clear it.
Refresh — Sync any email aliases from your provider (e.g. [email protected])
Edit — Manage shared emails and allow other team members to send from a shared address
Disconnect — Remove the email account from Lupa
Only one account can be the default sender at a time. When a default is set, Lupa pre-selects that address in the From field every time you open the email composer.
Creating and Managing Email Templates
Step 1: Open template settings
Go to Settings → Templates.
Select the Email tab to view existing email templates.
Step 2: Create a new template
Click Add Template.
Enter a template name (e.g. "Post-Surgery Discharge", "Vaccination Reminder").
Write the email subject line.
Compose the body using the rich text editor.
Insert placeholders to personalise each email automatically.
Available Placeholders
Placeholders are replaced with real data when the email is sent:
Category | Examples |
Client |
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Pet |
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Store |
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Financial |
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Other |
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💡 Templates can be created at the store level or company level. Company-level templates are available across all locations, while store templates are specific to one site.
Sending an Individual Email
From a client record, appointment, or invoice, click the email action (envelope icon or Send Email option).
💡 Payment confirmation emails: On an invoice, each completed payment row has a mail icon. Click it to open the payment confirmation email composer — Lupa pre-fills the subject as Payment Confirmation and makes the payment_amount placeholder available so the email shows the exact amount paid. Once a confirmation has been sent for that payment, clicking the same icon opens the Email Details pop-up showing the sent message instead.
The email composer dialog opens with:
From — Pre-filled with your default sender address (if one is set), otherwise the first available connected account. You can change this before sending.
To — Pre-filled with the client's email (can add multiple recipients)
Subject — Enter or select from a template
Body — Write your message or load a template
Optionally attach files — you can upload documents or attach generated items:
Invoices and receipts
Statements
Consent forms
Pet timeline summaries
Custom files (PDFs, images, etc.)
Click Send. The email is sent from your connected account. Lupa tracks the delivery status so you can see whether it was sent successfully.
Viewing Sent Emails and Their Attachments
The client communications table gives you a record of every email sent from a client record. If an email was sent with attachments, a small paperclip icon appears next to the Method label in that row.
Hover over the paperclip to see a pop-up listing each attached file by name, with an icon showing the file type (PDF, image, document, or other). If a filename is too long to display in full, hover over it to see the complete name in a tooltip.
Troubleshooting
Problem | Solution |
I can't send emails | You need a connected email account. Go to Settings → Communications → Email and connect your Outlook or Gmail account. |
Emails are bouncing | The client's email address is likely invalid or their mailbox is full. Check the email address on the client record and correct any typos. |
Placeholders show as raw text | Make sure you're using the correct placeholder format from the template editor. Placeholders only resolve when the email is actually sent — they appear as-is in the editor. |
My connected account was disconnected | OAuth tokens can expire if your password changes or your organisation revokes access. Reconnect the account in Settings → Communications → Email. |
I get an error saying the from-email domain hasn't been verified | Before you can save or send from a marketing or accounts from-address, the domain must be verified. Go to Marketing → Sending setup, add the domain, and complete verification. Once verified, return to your settings and save the address again. |
Frequently Asked Questions
Can I send emails from a shared practice address?
Can I send emails from a shared practice address?
Yes. After connecting your personal account, you can add shared email addresses (e.g. [email protected]) and send from those addresses. Configure shared emails in the email settings.
Are email templates shared across the team?
Are email templates shared across the team?
Templates created at the store level are available to all staff at that location. Company-level templates are available across all locations. Individual staff don't need to create their own copies.
Can I send an email with an invoice attached?
Can I send an email with an invoice attached?
Yes. When composing an email, use the attachment options to attach generated invoices, receipts, statements, consent forms, or pet timelines — as well as any custom files you upload.
What email providers are supported?
What email providers are supported?
Lupa supports Microsoft Outlook (including Office 365) and Google Gmail via OAuth integration. Both personal and organisational accounts are supported.