Emails sent from your connected email address
When you connect your email to Tern using a full calendar and email connection, direct emails you send to clients through Tern come from your actual email address, for example [email protected]. Your clients see them as coming directly from you.
This includes:
Sending an email to a client directly from a conversation in Tern
Publishing a trip and emailing the itinerary to your traveler
Automated emails you've set up to send as part of a workflow or sequence
In all of these cases, the email arrives in your client's inbox from you, because it was sent from your account.
Emails sent from Tern with your branding
Some confirmation emails are sent from [email protected] but carry your business brand instead of Tern's. These send the same way whether or not you've connected your email. Connecting your email does not change them.
These emails are:
The payment authorization confirmation your traveler receives after authorizing a payment
The insurance decline confirmation your traveler receives after declining travel insurance
In each of these emails:
The sender shows as "Your Business Name via Tern." If there's no business name in Business Settings, the sender shows as "Tern Travel."
Your business logo appears at the top. If you haven't uploaded a logo, your business name appears in its place.
Replies come to you. When your traveler clicks Reply, the reply goes to your contact email field, not to [email protected].
You're copied. You receive a copy of each email, so you see exactly what your traveler sees.
The branding comes from the Business Settings of the advisor who owns the trip. If you're part of an agency, these emails use your own business name and logo, not your agency's.
Setting up your branding
Go to Settings and select Business Settings.
Add your business name. This is the name your travelers see as the sender.
Upload your logo as a PNG or JPG. SVG logos don't display in email, so if your logo is an SVG, your business name shows instead.
You're all set! Every authorization and decline confirmation from now on will carry your brand.
Common issues
The sender shows as "Tern Travel."
The trip owner has no business name in Business Settings. Add one, and future emails will use it. Emails that were already sent do not update.
The email shows my business name instead of my logo.
Either no logo has been uploaded, or the logo is an SVG file. Upload your logo as a PNG or JPG.
The insurance decline email mentions my agency or my personal name in the body.
This is expected. The body text of the decline email still refers to your agency name or your personal name. Only the sender name, the logo header, and the reply address use your business branding.
There's a Tern footer at the bottom of the email.
This is expected. These emails include a Tern footer.
Emails still sent from Tern
All other emails come from [email protected] as Tern system notifications, whether or not you've connected your email. These are notifications the platform generates, not messages you write. They include:
Login codes and password resets
Agency invitations and trip sharing notifications
Participant and collaborator invites
Payment emails other than the authorization confirmation above, and ownership transfers
Form submission notifications
Task notifications
Flight alerts (delays, cancellations)
The insurance selection notification sent to you when a traveler chooses a policy
Chat messages. Even if your email is connected, chat conversations always come from Tern, with your name shown as "Your Name via Tern."
Calendar-only connections
If you connected your calendar to Tern without including email, no emails are routed through your address. Published trips, automated emails, and direct conversations all go out from [email protected]. To send those from your own address, you need a full calendar and email connection.
How to check your connection type
Go to your account settings in Tern and look at your connected accounts. If your connection shows calendar and email, direct conversations and trip emails come from your address. If it shows calendar only, they go through Tern.