Project Email

Project Email gives every project its own email address. Any message sent to or from that address is recorded on the project, so the whole conversation — replies, attachments and all — lives with the job instead of inside one person’s inbox.

Because the address belongs to the project and not to a person, everyone on the Project Team can follow the conversation, attachments file themselves into Project Photos and Project Files, and you can see whether each email was actually delivered.

Quick start

Open the project and click the Email tab.
Click the + button (or Create email in the action menu) to open the composer.
Add your recipients — project contacts and Project Team members are available as quick adds.
Write your message and attach files from Project Files, Project Photos, or your device.
Send. The email appears in the list with its delivery status.
Share the project’s email address with anyone whose messages should be recorded on the project.

Your Project Email Address

The project’s address is shown at the top of the Email tab, with a button to copy it. Give it to homeowners, adjusters, vendors, or anyone else whose emails belong on this project — anything sent to it is recorded automatically, whether or not it started in Contractors Cloud.

Recipients see the email arriving from the project: the sender name is the project number followed by the account name.

Why hashed emails?

Securing the usage of email is a tricky thing. Especially when new threats appear every day. Per current standards and practices, the project email address aliasing contains a hashed prefix (ending in the Project ID) for security and reliability purposes. Less predictable addresses shrink the attack surface, prevent linkage between projects, limit exposure in a breach, and reduce cross-site tracking.

Regenerating the address

If the address is ever shared somewhere it shouldn’t be, you can replace it with a new one from the Email tab. Before you do, know what it means:

The current address stops working immediately. Email sent to it is not delivered, and the sender receives no error — the message simply never arrives.
Everyone who uses the address needs the new one, including homeowners, adjusters, and vendors.
Emails already recorded on the project are not affected.
The change cannot be undone, and the address can only be regenerated once every 24 hours.

A note is added to the project recording who changed the address, and what it changed from and to.

Composing an Email

Our email dialog is designed to operate like any other email system. You can add and carbon copy recipients and upload attachments from your Project Files, Project Photos, or your device. The message body supports bold, italic, underline, strikethrough, bulleted lists, and links.

Email Template

If you have email templates designed within Company Settings, Email Templates, you will be able to import the template here. See Company Email Templates.

Quick Add Addresses

When composing an email from within a Project, any project contacts with valid email addresses within their Contact profile and the Project Team will be available for quick adds.

User Carbon Copy

By default, the User sending the email will have their normal email address added as a carbon copy. This allows the User to receive the email conversation within their normal inbox.

Reply All

When having an email conversation, it is best to reply all to ensure all recipients and the project email address are involved.

Attachments

Attach files from Project Files, Project Photos, or your device. A single attachment can be up to 25 MB, and all attachments on one email must total 25 MB or less. Attachments and recipients can only be changed while the email is still a draft.

Drafts

The composer saves as you type — you’ll see Draft saved once it does. Drafts appear in the email list with a status of Draft; click one to keep writing, or delete it from the conversation view.

Emailing a Document From Elsewhere in the Project

You don’t have to start on the Email tab. Several screens send their document straight through Project Email — the composer opens with the document already attached, and the conversation is recorded on the project like any other project email:

Work Orders — Send Work Order
Material Orders
Invoices — Send Invoice
Estimates — Email
Contracts and Completion Certificates
Project Files — Send Project File

You are carbon copied automatically, exactly as you are when composing from the Email tab.

Viewing an Email Conversation

Click into any email record to view the entire email conversation. You will be able to reply to any part of the conversation and any attached files are attached for viewing.

The Email list

The Email tab lists every email on the project, showing Subject, Created at, and Status; you can also show Created by, Type, Sent at, and Received at from the column picker. Filter by Email status, by type (Incoming or Outgoing), or by date, and search the list with the search box.

Clicking a Draft or Error row reopens the composer so you can finish or resend it. Every other row opens the conversation.

Replying

Reply goes back to the person who sent the message. Reply all also includes the other recipients on the email. Replies open with an empty message — the earlier message isn’t quoted into the body — and the conversation keeps them threaded together for you.

Delivery status

Every outgoing email carries a status, shown in the list and at the top of the message:

Draft — written but not sent yet.
Queued — handed off for delivery; the status updates on its own once the mail provider reports back.
Delivered — accepted by the recipient’s mail server.
Fail-temporary — delivery didn’t succeed this time, often because the recipient’s mail server was briefly unavailable. Open the email and send it again.
Fail-permanent — delivery was permanently rejected, usually a mistyped or closed address. This message can’t be resent; correct the address and send a new email.
Error — the message couldn’t be handed off for delivery at all. Open the email and send it again.

Check the Status column on the Email tab to confirm an important email actually landed.

Project Photos/Files Uploads

Files that arrive on a project email are saved to the project automatically. Images are added to Project Photos, and everything else is added to Project Files. Every attachment always stays on the email itself as well.

A few things are handled deliberately:

Small inline images that look like an email signature — company logos, social icons — are skipped, so your Photos don’t fill up with them.
A file identical to one already on the project isn’t saved twice.
Images saved to Project Photos are resized for the project, and HEIC images are converted to PNG. The original file stays on the email.

Here is an example:

The email recipient (your customer) replies to an email and attaches a file.

You will see the reply and can view the file within the Project Email conversation.

The file is automatically uploaded into the Project Files.

Notifications

When someone emails the project, everyone on the Project Team receives a New Project Email notification in the app showing who sent it and the subject. The sender isn’t notified about their own message. Email that our mail provider flags as spam is not recorded on the project and doesn’t notify anyone.

Troubleshooting

My customer replied, but nothing shows on the project

They may have replied to an address that no longer exists, if the project’s email address was regenerated. Mail to a retired address is discarded and the sender never sees an error — send them the current address.
Their message may have been flagged as spam by our mail provider, which keeps it off the project.
They may have emailed a person directly. Only email sent to — or copying — the project address is recorded.

The reply never reached my own inbox

You’re carbon copied on emails you send, so a reply reaches your personal inbox only when the recipient uses Reply all. A plain reply still lands on the project and still notifies the Project Team — ask recipients to Reply All when you want it in both places.

An email shows a failure status

Fail-temporary or Error: open the email and send it again. Fail-permanent means the recipient’s mail system rejected it outright — that message can’t be resent (“This email cannot be sent due to a permanent failure.”), so check the address for a typo and send a new email.

An attachment didn’t appear in Project Files or Project Photos

Small inline signature images are skipped on purpose, and a file identical to one already on the project isn’t added twice. Very large batches of attachments may not save to the project either. In every case the attachment is still available on the email itself.

“Max attachment size is 25 MB.”

A single attachment must be 25 MB or smaller, and everything attached to one email must total 25 MB or less (“Total size of email attachments must be 25 MB or less.”). Send large files in separate emails, or share them from Project Files instead.

“Please provide at least one recipient for this email.”

An email needs at least one recipient in the To field before it can be sent.

Classic vs Stratus Email Differences

If you’re coming from Contractors Cloud Classic, email is one of the biggest changes in Stratus — and it’s one of the most deliberate. Here’s why we rebuilt it.

How Classic email worked — and why it stopped working

Classic sent email on your behalf from a manufactured address (for example, you{at}yourcompany.com@ccloudmail.com) that represented you but wasn’t really yours. Email security has tightened dramatically in recent years, and modern mail systems treat that pattern — a message claiming to be someone it isn’t — as impersonation. Major providers and corporate mail gateways (the kind used by insurance carriers, mortgage companies, and larger GCs) increasingly quarantined or silently discarded these emails. No bounce, no error: the message simply never arrived, and neither you nor Contractors Cloud could see that it hadn’t. Classic itself marked this system “Spoofed User (Old) — no longer supported.”

What Stratus does instead

Every email is sent from your project’s own real address on a verified Contractors Cloud domain — nothing is spoofed, so your email passes the authentication checks recipients’ systems run. That one change unlocks the rest:

Your email actually gets delivered — including to recipients behind strict corporate filters who never received Classic emails.
You can see the delivery status of each email — delivered, failed, or flagged — right in the email list. Classic offered no visibility at all.
The whole conversation lives on the project. Everyone on the Project Team has full access to the conversation instead of it being locked in one person’s personal inbox.
Attachments file themselves into Project Photos and Project Files.
It’s more secure. Each project’s address is unique and unpredictable (see Why hashed emails? above), and it can be regenerated at any time.

One habit to build: Reply All

Classic’s relay automatically routed replies back to your personal inbox. In Stratus, a reply always lands on the project — it’s recorded in the conversation and the Project Team is notified — but it only reaches your personal inbox when the sender clicks Reply All (you’re carbon copied on emails you send by default). When it matters, ask your recipients to use Reply All so you see replies both places.

Looking for older emails?

Emails from before your move to Stratus are still available. On the project’s Email tab, open the action menu and choose View legacy email.