Email System
Updated 03-31-26 - V: 1.0.0
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How to create templates, send bulk emails, schedule newsletters, and review analytics using the FXMedSupport Email System.
The Email System allows your practice to design and send bulk emails or newsletters to patients and contacts. You can target recipients using patient conditions (such as age, status, or gender), a manually entered email list, or a saved CSV list. The system also includes scheduling, analytics, and delivery tracking so you can monitor the performance of every email send-out.
What It Supports
• Email template builder with drag-and-drop blocks (text, image, button, social, divider, spacer, hero, wrapper)
• Premium and community template library
• Send simple emails immediately to patient conditions or email lists
• Save and reuse patient condition groups for targeting
• Schedule newsletters to go out at a specific date and time
• Upload saved email lists via CSV file
• Select which email address to send to: Email 1 (primary), Email 2 (secondary), or both
• Analytics dashboard showing open rate, click rate, and delivery stats
• Logs showing all sent emails with subject, status, and per-email analytics
• Premium and community template library
• Send simple emails immediately to patient conditions or email lists
• Save and reuse patient condition groups for targeting
• Schedule newsletters to go out at a specific date and time
• Upload saved email lists via CSV file
• Select which email address to send to: Email 1 (primary), Email 2 (secondary), or both
• Analytics dashboard showing open rate, click rate, and delivery stats
• Logs showing all sent emails with subject, status, and per-email analytics
Before You Begin
• Patients must have a valid email address saved in their Cerbo profile to receive emails
• For CSV uploads, the file must be formatted with columns in this order: First Name, Last Name, Email
• Have your email template or message content ready before sending
• For CSV uploads, the file must be formatted with columns in this order: First Name, Last Name, Email
• Have your email template or message content ready before sending
Step 1: Open the Email System
1. On the right side of the Cerbo screen, click the FXMedSupport circular icon to open the widget.
2. Click "Available Apps" in the top navigation bar.
3. Scroll to the "Communication" section and click "Email System."
3. Scroll to the "Communication" section and click "Email System."
4. The app opens on the "Templates" tab by default.
Step 2: Browse or Create a Template
On the Templates tab you will see your Templates List with the following filter options:
• "All Templates" — shows all templates saved in your account
• "Premium Templates" — pre-built professionally designed templates
• "Email Community Template" — templates shared by the FXMedSupport community
• "All Templates" — shows all templates saved in your account
• "Premium Templates" — pre-built professionally designed templates
• "Email Community Template" — templates shared by the FXMedSupport community
To create a brand new template:
1. Click the "Create New Template" button.
1. Click the "Create New Template" button.
2. The template builder will open. Use the Block panel on the left to add elements to your email:
• Text — add a text block
• Image — insert an image
• Button — add a clickable button
• Social — add social media icons
• Divider — insert a horizontal line
• Spacer — add vertical spacing
• Hero — add a full-width header image block
• Wrapper — wrap content in a styled container
• Text — add a text block
• Image — insert an image
• Button — add a clickable button
• Social — add social media icons
• Divider — insert a horizontal line
• Spacer — add vertical spacing
• Hero — add a full-width header image block
• Wrapper — wrap content in a styled container
3. Click any element in the canvas to edit it. Use the "Configuration" panel on the right to adjust content, dimensions, font weight, padding, and link settings.
4. Switch between the "Block" and "Layer" tabs on the left to manage element stacking.
5. Use the view toggle icons at the top of the canvas to preview how the email looks on desktop or mobile.
4. Switch between the "Block" and "Layer" tabs on the left to manage element stacking.
5. Use the view toggle icons at the top of the canvas to preview how the email looks on desktop or mobile.
6. To edit via code, click the "Source Code" tab on the right and expand "Json source" or "MJML source."
7. When finished, click the "Save" button in the top right corner. The template will be saved to your Templates List.
7. When finished, click the "Save" button in the top right corner. The template will be saved to your Templates List.
💡 Tip: Always preview your template on mobile view before saving. Many patients read emails on their phones, and the layout may look different at a smaller screen size.
Step 3: Send a Simple Email
The "Send Simple Email" tab lets you send an email immediately to a selected group of recipients.
1. Click the "Send Simple Email" tab.
1. Click the "Send Simple Email" tab.
2. Under "Load Message Saved Template," click the "Select Template" dropdown to load a previously saved template. This will pre-fill the subject and message body. (Optional — you can also write the message from scratch.)
3. Under the "Message" section, choose your recipient type by selecting one of the following options next to "To (Recipients)":
• Patient Conditions — target patients who meet specific criteria
• Email List — send to a manually entered list of email addresses
• Patient Conditions — target patients who meet specific criteria
• Email List — send to a manually entered list of email addresses
4. Fill in the "Subject" field with your email subject line.
5. Type or edit your message in the "Message Body" editor. You can use the formatting toolbar to style text, add images, insert links, and more.
6. The available merge tags for personalization are: {first_name}, {last_name}, {nick_name}, {email}, {one_click}
5. Type or edit your message in the "Message Body" editor. You can use the formatting toolbar to style text, add images, insert links, and more.
6. The available merge tags for personalization are: {first_name}, {last_name}, {nick_name}, {email}, {one_click}
7. To save this message as a reusable template, enter a name in the "Save Message as a Saved Template" field at the bottom.
8. Click "Submit Message" to send immediately.
8. Click "Submit Message" to send immediately.
Step 4: Using Patient Conditions as Recipients
Patient Conditions let you target specific patients based on criteria stored in Cerbo.
Option A — Load a saved condition group:
1. Select "Patient Conditions" as your recipient type.
2. Under "Load Condition Group Saved," click the dropdown and select a previously saved condition group.
3. The conditions in that group will load automatically.
Option A — Load a saved condition group:
1. Select "Patient Conditions" as your recipient type.
2. Under "Load Condition Group Saved," click the dropdown and select a previously saved condition group.
3. The conditions in that group will load automatically.
Option B — Build a new condition group:
1. Click "+ Add Conditions Group" to create a new group.
1. Click "+ Add Conditions Group" to create a new group.
2. In the condition row, select a "Select Condition Type" from the dropdown. Examples include:
• Status — then choose Assigned and select a status tag (e.g., Patient ACTIVE)
• Age — then enter a Start Age and End Age
• Gender — then select Male or Female
3. To add another condition inside the same group, click "+ Add condition."
4. To add a completely separate condition group, click "+ Add Conditions Group" again.
5. To remove a single condition, click the trash icon on that condition row.
6. To remove an entire group, click "Delete Condition Group."
• Status — then choose Assigned and select a status tag (e.g., Patient ACTIVE)
• Age — then enter a Start Age and End Age
• Gender — then select Male or Female
3. To add another condition inside the same group, click "+ Add condition."
4. To add a completely separate condition group, click "+ Add Conditions Group" again.
5. To remove a single condition, click the trash icon on that condition row.
6. To remove an entire group, click "Delete Condition Group."
7. When your conditions are set, click "Save Condition Group." A dialog will appear asking for a condition name. Enter a descriptive name (e.g., "Active Patients Age 10–30") and click "Save Condition."
8. To update an existing loaded condition group with your current changes, click "Update Condition."
ℹ️ Note: Multiple conditions within the same group work as AND logic — a patient must meet all conditions in the group to be included. Separate condition groups work as OR logic — a patient matching any group will be included.
Step 5: Using an Email List as Recipients
The Email List option lets you send to a specific set of email addresses without using patient conditions.
1. Select "Email List" as your recipient type.
1. Select "Email List" as your recipient type.
2. The "Recipients — Email Address List (text)" field will appear.
3. Type each email address on a separate line. You can enter as many addresses as needed.
3. Type each email address on a separate line. You can enter as many addresses as needed.
4. Fill in the Subject and Message Body as normal.
5. Click "Submit Message" to send.
5. Click "Submit Message" to send.
⚠️ Warning: Make sure every email address is entered correctly before submitting. Incorrect addresses will result in bounced emails and will not be delivered.
Step 6: Schedule a Newsletter
The "Schedule Newsletter" tab lets you set a future date and time for your email to go out automatically.
1. Click the "Schedule Newsletter" tab. This opens the "Schedule Shipping Newsletter" page.
1. Click the "Schedule Newsletter" tab. This opens the "Schedule Shipping Newsletter" page.
2. To build a new template from here, click "Template Builder" — this takes you to the same template editor as the Templates tab.
3. Under "Date / Time to Send Out," set the Date and Time you want the newsletter to be sent.
4. Under "Message (Template)," click the "Select Template" dropdown and choose the template you want to send. A preview of the template will appear on the right.
5. If you want to attach a PDF to the email, click "Choose files" next to "Attach PDF" and select a file from your computer.
4. Under "Message (Template)," click the "Select Template" dropdown and choose the template you want to send. A preview of the template will appear on the right.
5. If you want to attach a PDF to the email, click "Choose files" next to "Attach PDF" and select a file from your computer.
6. Under "To (Recipients)," select your recipient type:
• Patient Conditions — target patients by criteria
• Saved Email List — use a pre-uploaded CSV list
• Both (List + Patient Conditions) — send to both groups combined
7. Under "Select Email Type," choose which email address to send to:
• Email 1 — the patient’s primary email address
• Email 2 — the patient’s secondary email address
• Both — send to both email addresses
8. Set your patient conditions or select a saved email list as needed.
9. Click "Save Scheduled Email" to schedule the send-out.
10. The scheduled newsletter will appear in the "Scheduled Message Send Outs List" below, showing Time to Send, Subject, Status, and Action.
• Patient Conditions — target patients by criteria
• Saved Email List — use a pre-uploaded CSV list
• Both (List + Patient Conditions) — send to both groups combined
7. Under "Select Email Type," choose which email address to send to:
• Email 1 — the patient’s primary email address
• Email 2 — the patient’s secondary email address
• Both — send to both email addresses
8. Set your patient conditions or select a saved email list as needed.
9. Click "Save Scheduled Email" to schedule the send-out.
10. The scheduled newsletter will appear in the "Scheduled Message Send Outs List" below, showing Time to Send, Subject, Status, and Action.
ℹ️ Note: The recommended Email Type selection is "Email 1" or "Both." Some patients may not have a secondary email address saved, so selecting "Email 2" only may result in the newsletter not reaching all intended recipients.
Step 7: Manage Saved Email Lists
Saved Email Lists let you upload and manage CSV files of email addresses for use in newsletter send-outs.
1. Click the "Schedule Newsletter" tab, then click the "Saved Email Lists" tab.
1. Click the "Schedule Newsletter" tab, then click the "Saved Email Lists" tab.
2. To upload a new list:
a. Enter a name in the "List Name" field.
b. Click "Choose file" next to "List File" and select your CSV file. The CSV must have columns in this order: First Name, Last Name, Email.
c. Click "Upload New Emails List" to save it.
a. Enter a name in the "List Name" field.
b. Click "Choose file" next to "List File" and select your CSV file. The CSV must have columns in this order: First Name, Last Name, Email.
c. Click "Upload New Emails List" to save it.
3. Your uploaded lists appear in the "Manage Lists" table, showing: List Name, number of emails, Created At date, and Action buttons.
4. To view or edit a list, click "View/Edit List" next to it.
• Inside the list, you can see each recipient’s First Name, Last Name, Email, and Created At date.
• To remove a specific recipient, click "Remove Recipient" on their row.
• To import an updated CSV into the existing list, click "Choose file" next to "Import CSV" and then click "Update."
• A "Email list updated successfully" confirmation message will appear at the top.
5. To delete an entire list, click "Remove list" next to it in the Manage Lists table.
4. To view or edit a list, click "View/Edit List" next to it.
• Inside the list, you can see each recipient’s First Name, Last Name, Email, and Created At date.
• To remove a specific recipient, click "Remove Recipient" on their row.
• To import an updated CSV into the existing list, click "Choose file" next to "Import CSV" and then click "Update."
• A "Email list updated successfully" confirmation message will appear at the top.
5. To delete an entire list, click "Remove list" next to it in the Manage Lists table.
Step 8: View Analytics and Logs
The "Analytics / Log" tab shows performance data and delivery details for all emails sent through the system.
Analytics overview (top of the page):
• Send to — total number of recipients the email was sent to
• Bounced Emails button — click to view a list of addresses that bounced
• Open Rate — percentage of recipients who opened the email, with Unique open and Total open counts
• Click Rate — percentage of recipients who clicked a link, with Unique clicks and Total clicks counts
Analytics overview (top of the page):
• Send to — total number of recipients the email was sent to
• Bounced Emails button — click to view a list of addresses that bounced
• Open Rate — percentage of recipients who opened the email, with Unique open and Total open counts
• Click Rate — percentage of recipients who clicked a link, with Unique clicks and Total clicks counts
Delivery breakdown:
• Successful Delivery — number and percentage of emails successfully delivered
• Bounces — number and percentage of bounced emails
• Unsuccessful — number and percentage of failed deliveries
• Spam Reports — number of spam complaints received
• Successful Delivery — number and percentage of emails successfully delivered
• Bounces — number and percentage of bounced emails
• Unsuccessful — number and percentage of failed deliveries
• Spam Reports — number of spam complaints received
Logs table (bottom of the page):
The logs show a record of every email send-out with the following columns:
• Time to Send (UTC) — when the email was sent
• Total Count — total recipients
• Sent Count — how many were actually sent
• Skipped Count — how many were skipped
• Subject — the email subject line
• Status — whether it was processed or pending
• Actions — click "Analytics" on any log row to view open and click data for that specific send-out.
The logs show a record of every email send-out with the following columns:
• Time to Send (UTC) — when the email was sent
• Total Count — total recipients
• Sent Count — how many were actually sent
• Skipped Count — how many were skipped
• Subject — the email subject line
• Status — whether it was processed or pending
• Actions — click "Analytics" on any log row to view open and click data for that specific send-out.
Troubleshooting
Patients are not receiving emails
→ Confirm the patient has a valid email address saved in their Cerbo profile under "Email Address." If using Patient Conditions, check that the condition group is returning the expected patients. If using Email List, verify all addresses are correctly entered, one per line.
High bounce rate in analytics
→ Review the Bounced Emails list in the Analytics / Log tab. Remove or correct bounced addresses from your saved email lists. Ensure your CSV uploads use valid, active email addresses.
A scheduled newsletter did not send
→ Go to the Schedule Newsletter tab and check the Scheduled Message Send Outs List. Confirm the date and time were set correctly and that the status shows as processed. If still pending, verify the template was selected and recipients were defined before saving.
CSV upload is not working
→ Confirm the CSV file columns are in the correct order: First Name, Last Name, Email. There should be no header row issues and no extra columns. Re-export the file and try uploading again.
Patient condition is not targeting the right patients
→ Review the conditions in the group. Confirm the Condition Type, Select Type, and Status/Age/Gender values are set correctly. Remember that conditions within the same group use AND logic — all must be met. Use separate condition groups for OR logic.
→ Confirm the patient has a valid email address saved in their Cerbo profile under "Email Address." If using Patient Conditions, check that the condition group is returning the expected patients. If using Email List, verify all addresses are correctly entered, one per line.
High bounce rate in analytics
→ Review the Bounced Emails list in the Analytics / Log tab. Remove or correct bounced addresses from your saved email lists. Ensure your CSV uploads use valid, active email addresses.
A scheduled newsletter did not send
→ Go to the Schedule Newsletter tab and check the Scheduled Message Send Outs List. Confirm the date and time were set correctly and that the status shows as processed. If still pending, verify the template was selected and recipients were defined before saving.
CSV upload is not working
→ Confirm the CSV file columns are in the correct order: First Name, Last Name, Email. There should be no header row issues and no extra columns. Re-export the file and try uploading again.
Patient condition is not targeting the right patients
→ Review the conditions in the group. Confirm the Condition Type, Select Type, and Status/Age/Gender values are set correctly. Remember that conditions within the same group use AND logic — all must be met. Use separate condition groups for OR logic.
Need Help?
If you run into any issues using the Email System, please reach out to our support team. We’re happy to help!