Decision Letter Emails & Notifications

If an institution did not receive an email notification after an offer decision was made, this is likely related to how the offer was set up and sent. This article explains exactly when Institutions are notified and what to check.

When Institutions Receive Email Notifications

Institutions are not notified at every stage of the offer process. The table below summarises when a notification is and isn't generated:

Event	Institution notified?
Letter of Offer sent to applicant (acceptance assumed - no decision required)	Yes (email - "Letter of Offer Sent to Applicant" template)
Letter of Decline sent to applicant	Yes (email)
Applicant accepts offer — Institution review is required and an Institution contact is assigned	Yes (email + task)
Applicant accepts offer — institution review not required, or no Institution contact assigned	No
Applicant declines offer	No (although an email template is currently in the works)

In short: an Institution is notified in two situations:

• The offer is sent using the Offer Notification method (or otherwise auto-accepts), so no decision is required from the applicant - the Institution gets an informational email as soon as the offer is sent.

• The offer uses Offer & Decision and the applicant accepts, and both of the following are true:

  • The application is configured to require the Institution to review and approve the acceptance

  • An Institution contact has been assigned to the application

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Common Reasons No Email Was Sent

1. "Offer Notification" method selected instead of "Offer & Decision"

When sending a Letter of Offer, there are two notification methods:

Method	What it does
Offer Notification	Sends the applicant a Letter of Offer. The Aapplicant is not required to formally accept or decline.
Offer & Decision	Sends the Applicant a Letter of Offer requiring them to formally Accept or Decline.

If Offer Notification was selected, no Applicant acceptance action is triggered, so no Institution notification is generated regardless of other settings.

2. Institution review not required for this application

Even if the Applicant accepts via the Offer & Decision method, the Institution will only be notified if the application has been set up to require the institution to review and approve the acceptance. If this hasn't been configured, no email will be sent.

3. No Institution assigned

If no Institution has been assigned to the application, there is no one to notify even when Institution review is required and the Applicant accepts.

4. Email notifications checkbox not ticked at Send step

When using the Offer & Decision method, ensure the email notifications checkbox is ticked at the final Send step of the workflow, otherwise emails will not be generated.