Snapdocs Closing Product - Email Sequences Documentation

Table of Contents

1. Overview
2. Architecture
3. Consumer Email Sequences
4. Reminder Scheduling Logic
5. Team Member & Settlement Office Sequences
6. Email Configuration System
7. RON Email Sequences
8. State Transitions & Triggers

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Overview

The Snapdocs Closing Product email system is a sophisticated, multi-channel notification platform that orchestrates communication between consumers, lenders, settlement offices, and notaries throughout the closing lifecycle.

Key Characteristics:

• Event-driven architecture - Emails triggered by state changes and milestones
• Multi-channel - Email + SMS notifications with consent management
• Highly configurable - 150+ company-specific email settings
• Role-based - Different sequences for consumers, team members, settlement offices
• Time-aware - Business hours respect, timezone handling, appointment-based scheduling
• Asynchronous processing - Background workers for reliable delivery

---

Architecture

System Components

graph TB
    subgraph "Trigger Layer"
        A[State Changes] --> B[Closing Events Watcher]
        C[API Actions] --> B
        D[Background Jobs] --> B
    end

    subgraph "Orchestration Layer"
        B --> E[Notifier Services]
        E --> F[Consumer Notifier]
        E --> G[Team Member Notifier]
        E --> H[Settlement Office Notifier]
    end

    subgraph "Business Logic Layer"
        F --> I[Mailer Services]
        G --> I
        H --> I
        I --> J[Email Settings Check]
        I --> K[Feature Policy Check]
        I --> L[SMS Consent Check]
    end

    subgraph "Delivery Layer"
        J --> M[Mailers]
        M --> N[Consumer Mailer]
        M --> O[Company Team Mailer]
        M --> P[Settlement Office Mailer]
        N --> Q[Email Templates]
        O --> Q
        P --> Q
    end

    subgraph "Scheduling Layer"
        R[Reminder Scheduler] --> S[Recurring Reminders]
        R --> T[Hours-Before Reminders]
        S --> D
        T --> D
    end

    style B fill:#e1f5ff
    style E fill:#fff4e1
    style I fill:#ffe1f5
    style M fill:#e1ffe1

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Key File Locations

Mailers:

• /app/mailers/closing_mailer.rb - Base mailer
• /app/mailers/closings/consumer_mailer.rb - Consumer emails
• /app/mailers/closings/company_team_member_mailer.rb - Team emails
• /app/mailers/closings/settlement_office_mailer.rb - Settlement emails

Services:

• /app/services/mailers/closings/consumer_mailer_service.rb - Consumer orchestration
• /app/services/closings/notifiers/consumers.rb - Consumer notification logic
• /app/services/closings/reminder_emails_scheduler.rb - Reminder scheduling
• /app/services/closings/send_first_email_to_consumer.rb - First email trigger logic

Interactors:

• /app/interactors/esignings/schedule_reminders_hours_before_appointment.rb - Pre-appointment reminders
• /app/interactors/esignings/schedule_recurring_consumer_reminders.rb - Recurring reminder logic

Workers:

• /app/workers/closings/notify_consumer_milestone_worker.rb - Async consumer notifications
• /app/workers/closings/esignings/send_esigning_complete_emails.rb - Completion notifications

Configuration:

• /app/models/company_email_settings.rb - 150+ email settings

---

Consumer Email Sequences

Standard Hybrid Closing Flow

sequenceDiagram
    participant S as System
    participant C as Consumer
    participant SMS as SMS Channel
    participant E as Email Channel

    Note over S,E: Documents Uploaded & Ready

    S->>E: Introductory Email
    S->>SMS: SMS Opt-in Notification
    E->>C: "Welcome to your digital closing"

    Note over S,E: Documents Ready for Preview

    S->>E: Preview Email
    E->>C: "Review your closing documents"

    Note over S,E: eSigning Package Ready

    S->>E: Ready for eSigning
    S->>SMS: eSigning Ready SMS
    E->>C: "Review and eSign your documents"

    Note over S,E: Recurring Reminders (Every N hours)

    loop Custom Interval (1-9 hours)
        S->>E: Automated Reminder
        E->>C: "Reminder: please eSign now"
        S->>SMS: Reminder SMS
    end

    Note over S,E: 2-3 Hours Before Appointment

    S->>E: Hours-Before Reminder
    E->>C: "Final reminder to eSign"

    Note over S,E: Notary Assigned

    S->>E: Notary Assignment
    E->>C: "Signing agent confirmed"

    Note over S,E: After Signing Complete

    S->>E: Signed Docs Available
    E->>C: "Your signed documents are ready"

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Email Sequence Decision Tree

graph TD
    Start[Documents Uploaded] --> CheckStatus{Document Status?}

    CheckStatus -->|split/annotating| Intro[Send Introductory Email]
    CheckStatus -->|annotated| CheckESigning{eSigning Status?}

    CheckESigning -->|out_for_signature| ReadySign[Send Ready for eSigning]
    CheckESigning -->|not ready| Preview[Send Preview Email]

    Intro --> WaitAnnotated[Wait for Annotation Complete]
    WaitAnnotated --> CheckESigning

    ReadySign --> ScheduleReminders[Schedule Recurring Reminders]
    ScheduleReminders --> CheckAppt{Has Appointment?}

    CheckAppt -->|Yes| ScheduleHoursBefore[Schedule Hours-Before Reminder]
    CheckAppt -->|No| ContinueRecurring[Continue Recurring Only]

    ScheduleHoursBefore --> ApptTime{Time of Day?}
    ApptTime -->|Before 10am| Schedule2Hr[Schedule 2hrs before]
    ApptTime -->|10am or later| Schedule3Hr[Schedule 3hrs before]
    ApptTime -->|No time set| Schedule8am[Schedule 8am on appt date]

    Preview --> WaitESigning[Wait for eSigning Ready]
    WaitESigning --> ReadySign

    style Start fill:#e1f5ff
    style Intro fill:#fff4e1
    style Preview fill:#ffe1f5
    style ReadySign fill:#e1ffe1

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Consumer Email Types & Triggers

graph LR
    subgraph "Onboarding Sequence"
        A1[Introductory Email] --> A2[Preview Email]
        A2 --> A3[Ready for eSigning]
    end

    subgraph "Reminder Sequence"
        B1[Recurring Reminders] --> B2[Hours-Before Reminder]
        B2 --> B3[Manual Reminders]
    end

    subgraph "Update Sequences"
        C1[Documents Updated] --> C2[New eSign Package]
        C2 --> C3[Documents Replaced]
    end

    subgraph "Appointment Sequences"
        D1[Notary Assigned] --> D2[Appointment Changed]
        D2 --> D3[Appointment Canceled]
    end

    subgraph "Status Change Sequences"
        E1[Opted Out of eSigning] --> E2[Opted Into eSigning]
        E2 --> E3[Signing Method Changed]
    end

    subgraph "Post-Signing Sequences"
        F1[Signed Docs Available] --> F2[Signed Docs Updated]
    end

    subgraph "eNote Sequence"
        G1[eNote Ready to Sign] --> G2[eNote Reminder]
    end

    A3 --> B1
    C1 -.Update Path.-> A3
    D1 -.Appointment Info.-> B2
    E1 -.Status Change.-> A3
    B2 --> F1
    A3 --> G1

    style A1 fill:#e1f5ff
    style A3 fill:#e1ffe1
    style B1 fill:#fff4e1
    style F1 fill:#ffe1f5

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---

Reminder Scheduling Logic

Recurring Reminder Flow

flowchart TD
    Start[eSigning Ready] --> GetInterval[Get Custom Hour Interval<br/>1-9 hours from settings]

    GetInterval --> CalcNext[Calculate Next Reminder Time<br/>Current Time + Interval]

    CalcNext --> CheckTime{Within Business Hours?<br/>8am - 5pm local time}

    CheckTime -->|Before 8am| Reschedule8am[Reschedule to 8am same day]
    CheckTime -->|After 5pm| RescheduleNext8am[Reschedule to 8am next day]
    CheckTime -->|8am - 5pm| ScheduleReminder[Schedule Reminder]

    Reschedule8am --> ScheduleReminder
    RescheduleNext8am --> ScheduleReminder

    ScheduleReminder --> WaitForTime[Wait for Scheduled Time]

    WaitForTime --> CheckSigned{Consumer Signed?}

    CheckSigned -->|No| SendReminder[Send Email + SMS Reminder]
    CheckSigned -->|Yes| Stop[Stop Reminders]

    SendReminder --> CheckAppt{Appointment Within<br/>Custom Interval?}

    CheckAppt -->|Yes| StopRecurring[Stop Recurring<br/>Hours-Before takes over]
    CheckAppt -->|No| CalcNext

    style Start fill:#e1f5ff
    style SendReminder fill:#e1ffe1
    style Stop fill:#ffcccc
    style StopRecurring fill:#ffffcc

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Hours-Before Reminder Logic

flowchart TD
    Start[Appointment Scheduled] --> CheckSameDay{Same Day as<br/>Current Time?}

    CheckSameDay -->|Yes| NoReminder[No Hours-Before Reminder<br/>Too Close]
    CheckSameDay -->|No| CheckTime{Appointment Time<br/>Available?}

    CheckTime -->|No Time Set| Schedule8am[Schedule for 8am<br/>on Appointment Date]
    CheckTime -->|Has Time| CheckHour{Time of Day?}

    CheckHour -->|Before 10am| Calc2Hr[Schedule 2 Hours Before]
    CheckHour -->|10am or Later| Calc3Hr[Schedule 3 Hours Before]

    Calc2Hr --> Validate
    Calc3Hr --> Validate
    Schedule8am --> Validate

    Validate[Validate Scheduled Time] --> CheckPast{In the Past?}

    CheckPast -->|Yes| NoReminder2[Skip Reminder]
    CheckPast -->|No| CheckSigned{Consumer Signed?}

    CheckSigned -->|Yes| NoReminder3[Skip Reminder]
    CheckSigned -->|No| SendReminder[Send Final Reminder<br/>Email + SMS]

    NoReminder --> End[End]
    NoReminder2 --> End
    NoReminder3 --> End
    SendReminder --> End

    style Start fill:#e1f5ff
    style SendReminder fill:#e1ffe1
    style NoReminder fill:#ffcccc
    style NoReminder2 fill:#ffcccc
    style NoReminder3 fill:#ffcccc

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Reminder Scheduling Algorithm

graph TB
    subgraph "Recurring Reminder Schedule"
        R1[Interval: 1-9 hours] --> R2[Next = Now + Interval]
        R2 --> R3{Next < 8am?}
        R3 -->|Yes| R4[Next = 8am today]
        R3 -->|No| R5{Next > 5pm?}
        R5 -->|Yes| R6[Next = 8am tomorrow]
        R5 -->|No| R7[Use calculated time]
        R4 --> R8[Schedule Job]
        R6 --> R8
        R7 --> R8
    end

    subgraph "Hours-Before Reminder Schedule"
        H1{Has Appt Time?} -->|No| H2[8am on Appt Date]
        H1 -->|Yes| H3{Time < 10am?}
        H3 -->|Yes| H4[Appt Time - 2 hours]
        H3 -->|No| H5[Appt Time - 3 hours]
        H2 --> H6[Schedule Job]
        H4 --> H6
        H5 --> H6
    end

    subgraph "Job Execution"
        J1[Job Runs] --> J2{Signed?}
        J2 -->|No| J3[Send Email + SMS]
        J2 -->|Yes| J4[Cancel]
        J3 --> J5[Log Event]
        J4 --> J5
    end

    R8 -.Triggers.-> J1
    H6 -.Triggers.-> J1

    style R1 fill:#e1f5ff
    style H1 fill:#fff4e1
    style J3 fill:#e1ffe1

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---

Team Member & Settlement Office Sequences

Team Member Notification Flow

graph LR
    subgraph "Closing Lifecycle Events"
        E1[Closing Created]
        E2[Documents Ready]
        E3[Consumer Signed]
        E4[Appointment Set]
        E5[Scanbacks Uploaded]
        E6[Closing Complete]
    end

    subgraph "Recipient Roles"
        R1[Loan Officer]
        R2[Broker]
        R3[Loan Coordinator]
        R4[Closer]
        R5[Funder]
        R6[Other Lender Users]
    end

    subgraph "Email Settings Check"
        C[Company Email Settings]
    end

    E1 --> C
    E2 --> C
    E3 --> C
    E4 --> C
    E5 --> C
    E6 --> C

    C -->|Role Enabled| R1
    C -->|Role Enabled| R2
    C -->|Role Enabled| R3
    C -->|Role Enabled| R4
    C -->|Role Enabled| R5
    C -->|Role Enabled| R6

    style C fill:#fff4e1
    style R1 fill:#e1ffe1
    style R2 fill:#e1ffe1
    style R3 fill:#e1ffe1
    style R4 fill:#e1ffe1
    style R5 fill:#e1ffe1
    style R6 fill:#e1ffe1

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Settlement Office Notification Types

graph TD
    subgraph "Pre-Signing"
        A1[Documents Ready for Download]
        A2[Appointment Reminders]
        A3[Day-of-Signing Reminders]
    end

    subgraph "During Signing"
        B1[Signing Started]
        B2[Signing Progress Updates]
    end

    subgraph "Post-Signing"
        C1[Scanbacks Uploaded]
        C2[Signing Complete]
        C3[QC Review Ready]
    end

    A1 --> A2
    A2 --> A3
    A3 --> B1
    B1 --> B2
    B2 --> C1
    C1 --> C2
    C2 --> C3

    style A1 fill:#e1f5ff
    style B1 fill:#fff4e1
    style C2 fill:#e1ffe1

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---

Email Configuration System

Company Email Settings Architecture

graph TB
    subgraph "CompanyEmailSettings Model"
        A[150+ Boolean Settings]
        B[Custom Integer Settings]
        C[Recipient Role Arrays]
    end

    subgraph "Consumer Email Settings"
        D1[closing_consumer_introductory]
        D2[closing_docs_ready_to_preview]
        D3[closing_ready_to_esign]
        D4[closing_reminder_to_esign]
        D5[closing_redraw_documents_added]
        D6[closing_appointment_date_set]
        D7[closing_mobile_notary_assigned]
        D8[closing_ready_for_signed_doc_download]
        D9[+ 40 more settings]
    end

    subgraph "Team Member Settings"
        E1[closing_created_lender]
        E2[closing_docs_ready_lender]
        E3[closing_esigning_complete_lender]
        E4[+ 30 more settings]
    end

    subgraph "Settlement Settings"
        F1[closing_created_settlement]
        F2[closing_scanbacks_uploaded_settlement]
        F3[+ 20 more settings]
    end

    subgraph "Scheduling Settings"
        G1[esign_reminder_custom_hour_interval]
        G2[completion_time_out]
    end

    A --> D1
    A --> E1
    A --> F1
    B --> G1
    C --> D1
    C --> E1
    C --> F1

    style A fill:#e1f5ff
    style D1 fill:#fff4e1
    style E1 fill:#ffe1f5
    style F1 fill:#e1ffe1

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Email Settings Check Flow

flowchart LR
    Start[Email Trigger Event] --> GetSettings[Get Company Email Settings]

    GetSettings --> CheckEnabled{Setting Enabled?}

    CheckEnabled -->|No| Block1[Block Email]
    CheckEnabled -->|Yes| CheckRole{Recipient Role<br/>in Settings?}

    CheckRole -->|No| Block2[Block Email]
    CheckRole -->|Yes| CheckPolicy{Feature Policy<br/>Allows?}

    CheckPolicy -->|No| Block3[Block Email]
    CheckPolicy -->|Yes| CheckConsent{Consumer?}

    CheckConsent -->|No| Send[Send Email]
    CheckConsent -->|Yes| CheckPhone{Has Phone?}

    CheckPhone -->|No| Block4[Block Email]
    CheckPhone -->|Yes| CheckSMS{SMS Consent?}

    CheckSMS -->|Yes| SendBoth[Send Email + SMS]
    CheckSMS -->|No| Send

    style Start fill:#e1f5ff
    style Send fill:#e1ffe1
    style SendBoth fill:#e1ffe1
    style Block1 fill:#ffcccc
    style Block2 fill:#ffcccc
    style Block3 fill:#ffcccc
    style Block4 fill:#ffcccc

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---

RON Email Sequences

RON (Remote Online Notarization) Flow

sequenceDiagram
    participant S as System
    participant C as Consumer
    participant N as Notary
    participant P as RON Platform

    Note over S,P: RON Notary Assignment

    S->>C: RON Notary Assigned Email
    Note right of C: "Confirm your webcam<br/>closing appointment"

    S->>N: Notary Assignment Notification

    Note over S,P: Before Appointment

    S->>C: Appointment About to Begin
    Note right of C: "Your online signing begins<br/>in X minutes"

    Note over S,P: Documents Ready in RON Platform

    S->>C: Signing Link Available
    Note right of C: "You have documents to review"

    C->>P: Access RON Platform
    P->>C: Display Documents

    Note over S,P: During RON Session

    C->>P: Sign Documents
    N->>P: Notarize

    Note over S,P: After RON Complete

    P->>S: Signing Complete Notification
    S->>C: eSigned Docs Available
    Note right of C: "Your copy of eSigned<br/>documents is ready"

    S->>N: Completion Notification

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RON vs Standard Closing Email Differences

graph TB
    subgraph "Standard Closing"
        A1[Introductory] --> A2[Preview]
        A2 --> A3[Ready for eSigning]
        A3 --> A4[Recurring Reminders]
        A4 --> A5[Notary Assigned - Mobile]
        A5 --> A6[Signed Docs Available]
    end

    subgraph "RON Closing"
        B1[Introductory] --> B2[RON Signing Link Available]
        B2 --> B3[RON Notary Assigned]
        B3 --> B4[Appointment About to Begin]
        B4 --> B5[RON eSigned Docs Available]
    end

    style A3 fill:#e1f5ff
    style B2 fill:#fff4e1
    style B4 fill:#ffe1f5

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---

State Transitions & Triggers

Document State Machine & Email Triggers

stateDiagram-v2
    [*] --> Uploaded: Documents Uploaded

    Uploaded --> Split: Auto-split
    Split --> AutoAnnotating: Start Annotation
    AutoAnnotating --> AutoAnnotated: Complete
    AutoAnnotated --> ManualAnnotating: Manual Review
    ManualAnnotating --> ManualAnnotated: Complete
    ManualAnnotated --> QualityControlling: QC Start
    QualityControlling --> QualityControlled: QC Complete
    QualityControlled --> Annotated: Final State

    Annotated --> PreviewSent: Send Preview Email

    note right of Split
        Trigger: Introductory Email
    end note

    note right of Annotated
        Trigger: Preview Email OR
        Ready for eSigning Email
        (depends on eSigning status)
    end note

    PreviewSent --> ESigningReady: eSigning Package Ready

    note right of ESigningReady
        Trigger: Ready for eSigning Email
        Schedule: Recurring Reminders
        Schedule: Hours-Before Reminder
    end note

    ESigningReady --> ESigningInProgress: Consumer Starts
    ESigningInProgress --> ESigningComplete: All Signed

    note right of ESigningComplete
        Trigger: Completion Emails
        to Team, Settlement, Consumer
    end note

    ESigningComplete --> SignedDocsAvailable: Processing Complete

    note right of SignedDocsAvailable
        Trigger: Signed Docs Available Email
    end note

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eSigning State Machine

stateDiagram-v2
    [*] --> NotReady: Initial State

    NotReady --> ReadyToSend: Package Prepared
    ReadyToSend --> OutForSignature: Sent to Consumer

    note right of OutForSignature
        Trigger: Ready for eSigning Email
        Start: Reminder Sequences
    end note

    OutForSignature --> PartiallySigned: Some Signers Complete
    OutForSignature --> Complete: All Signers Complete
    PartiallySigned --> Complete: Remaining Signers Complete

    note right of Complete
        Trigger: Completion Emails
        Stop: All Reminders
    end note

    OutForSignature --> Redraw: Documents Changed
    PartiallySigned --> Redraw: Documents Changed

    note right of Redraw
        Trigger: New eSign Package Email OR
        Documents Updated Email OR
        Documents Replaced Email
    end note

    Redraw --> OutForSignature: New Package Sent

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First Email Decision Logic

graph TD
    Start[Trigger: Send First Email] --> GetDocStatus[Get Document Status]

    GetDocStatus --> CheckStatus{Document Status}

    CheckStatus -->|split<br/>auto_annotating<br/>auto_annotated<br/>manual_annotating<br/>manual_annotated<br/>quality_controlling<br/>quality_controlled| SendIntro[Send Introductory Email]

    CheckStatus -->|annotated| CheckESign{eSigning Status}

    CheckESign -->|out_for_signature| CheckSigned{User Signed?}
    CheckSigned -->|No| SendReady[Send Ready for eSigning]
    CheckSigned -->|Yes| SendPreview[Send Preview Email]

    CheckESign -->|not ready| SendPreview

    SendIntro --> End[End]
    SendReady --> ScheduleReminders[Schedule Reminder Sequences]
    SendPreview --> End
    ScheduleReminders --> End

    style Start fill:#e1f5ff
    style SendIntro fill:#fff4e1
    style SendReady fill:#e1ffe1
    style SendPreview fill:#ffe1f5

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Appointment Change Triggers

flowchart TD
    Start[Appointment Change Event] --> DetectChange{What Changed?}

    DetectChange -->|Date/Time| RescheduleReminders[Reschedule All Reminders]
    DetectChange -->|Location| SendUpdate[Send Appointment Updated Email]
    DetectChange -->|Notary| SendNotaryChange[Send Notary Assignment Email]
    DetectChange -->|Canceled| CancelReminders[Cancel All Reminders]

    RescheduleReminders --> RecalcRecurring[Recalculate Recurring Reminders]
    RecalcRecurring --> RecalcHoursBefore[Recalculate Hours-Before Reminder]
    RecalcHoursBefore --> SendUpdate

    CancelReminders --> SendCanceled[Send Appointment Canceled Email]

    SendUpdate --> NotifyTeam[Notify Team Members & Settlement]
    SendNotaryChange --> NotifyTeam
    SendCanceled --> NotifyTeam

    style Start fill:#e1f5ff
    style RescheduleReminders fill:#fff4e1
    style SendUpdate fill:#e1ffe1

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Redraw/Document Update Flow

stateDiagram-v2
    [*] --> OriginalDocs: Initial Documents Sent

    OriginalDocs --> DetectChange: Document Change Event

    DetectChange --> EvaluateChange: Determine Change Type

    state EvaluateChange <<choice>>

    EvaluateChange --> MinorUpdate: New docs added (preview only)
    EvaluateChange --> NewESignPackage: Additional eSigning docs
    EvaluateChange --> FullRedraw: Complete replacement

    note right of MinorUpdate
        Trigger: Documents Updated Email
        No eSigning impact
    end note

    note right of NewESignPackage
        Trigger: New eSign Package Email
        Trigger: Reset Reminder Schedules
    end note

    note right of FullRedraw
        Trigger: Documents Replaced Email
        Trigger: Reset ALL Sequences
    end note

    MinorUpdate --> [*]
    NewESignPackage --> ResetReminders
    FullRedraw --> ResetReminders

    ResetReminders --> RecurringScheduled: Schedule Recurring
    RecurringScheduled --> HoursBeforeScheduled: Schedule Hours-Before
    HoursBeforeScheduled --> [*]

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---

Email Template Structure

Template Hierarchy

graph TB
    subgraph "Base Templates"
        A[application.html.haml]
        B[closing_mailer_layout.html.haml]
    end

    subgraph "Shared Partials"
        C[_closing_details.html.haml]
        D[_closing_details_concise.html.haml]
        E[_closing_appointment_and_signer.html.haml]
        F[_notary_info_table.html.haml]
        G[_closing_user_contact_info.html.haml]
    end

    subgraph "Checklist Partials"
        H1[_closing_checklist_full_eclosing.html.haml]
        H2[_closing_checklist_full_eclosing_with_enote.html.haml]
        H3[_closing_checklist_hybrid.html.haml]
        H4[_closing_checklist_hybrid_with_enote.html.haml]
        H5[_closing_checklist_wet.html.haml]
        H6[_closing_consumer_ron_checklist.html.haml]
    end

    subgraph "Email-Specific Templates"
        I1[notify_consumer_introductory.html.haml]
        I2[notify_consumer_ready_for_review.html.haml]
        I3[notify_consumer_ready_for_signing.html.haml]
        I4[send_esigning_reminder.html.haml]
        I5[notify_consumer_mobile_notary_assigned.html.haml]
        I6[notify_consumer_ready_for_signed_doc_download.html.haml]
    end

    A --> B
    B --> I1
    B --> I2
    B --> I3
    B --> I4
    B --> I5
    B --> I6

    I1 --> C
    I2 --> C
    I3 --> D
    I3 --> H3
    I4 --> E
    I5 --> F
    I6 --> G

    style A fill:#e1f5ff
    style C fill:#fff4e1
    style I3 fill:#e1ffe1

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---

Complete Email Catalog

Consumer Emails (20+ Types)

Email Type	Subject	Trigger	SMS?	Settings Key
Introductory	"Welcome to your Snapdocs digital closing"	Documents uploaded	Yes	closing_consumer_introductory
Ready for Review	"Review your closing documents"	Documents ready for preview	No	closing_docs_ready_to_preview
Ready for eSigning	"Review and eSign your closing documents"	eSigning package ready	Yes	closing_ready_to_esign
eSign Reminder (Auto)	"Reminder: please eSign your documents now"	Scheduled (recurring)	Yes	closing_reminder_to_esign
eSign Reminder (Manual)	"Reminder: please eSign your documents now"	User-triggered	Yes	closing_reminder_to_esign
Hours-Before Reminder	"Reminder: please eSign your documents now"	2-3 hrs before appt	Yes	closing_reminder_to_esign
eNote Ready	"Please sign your eNote"	eNote package ready	No	closing_ready_to_sign_enote
eNote Reminder	"Reminder: Please sign your note"	eNote unsigned	No	closing_reminder_to_sign_enote
Documents Updated	"Your closing documents are updated"	Documents added (preview)	No	closing_redraw_documents_added
New eSign Package	"We added additional documents for you to eSign"	Additional eSigning docs	No	closing_redraw_documents_added
Documents Replaced	"We've replaced your closing documents"	Complete doc replacement	No	closing_redraw_documents_added
Mobile Notary Assigned	"A signing agent is confirmed for your closing"	Notary assigned	No	closing_mobile_notary_assigned
Appointment Changed	"Signing details updated"	Appointment modified	No	closing_appointment_date_set
Appointment Canceled	"Your signing appointment has been canceled"	Appointment canceled	No	closing_appointment_canceled
RON Notary Assigned	"Confirm your webcam closing appointment"	RON notary assigned	No	closing_ron_notary_assigned
RON About to Begin	"{Name}, your online signing begins in X minutes"	Pre-RON appointment	No	closing_ron_appointment_about_to_begin
RON Signing Link	"{Name}, you have documents to review"	RON link available	No	closing_ron_signing_link_available
RON eSigned Docs	"Your copy of eSigned documents is ready"	RON signing complete	No	closing_ron_signed_docs_available
Signed Docs Available	"Your signed closing documents are available"	Signing complete	No	closing_ready_for_signed_doc_download
Signed Docs Updated	"A new version of your signed closing documents is available"	Signed docs changed	No	closing_signed_docs_changed_post_download
Opted Out of eSigning	"You've opted out of eSigning"	eSigning opt-out	No	closing_consumer_opted_out_of_esigning
Opted Into eSigning	"Reminder to eSign your documents"	eSigning opt-in	No	closing_consumer_opted_into_esigning
Signing Method Changed	"Update to your closing"	Signing method change	No	closing_signing_changed

Team Member Email Events

• Closing created
• Documents ready to download
• Consumer documents updated
• Appointment changes
• eSign completion
• Scanbacks uploaded
• Closing completion
• CQC status changes
• Comments added

Settlement Office Email Events

• Documents ready for download
• Appointment reminders
• Day-of-signing reminders
• Scanback notifications
• Signing completion
• QC review ready
• Comments added

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Suppression Rules & Policies

Email Suppression Logic

flowchart TD
    Start[Email Trigger] --> CheckPhone{Consumer Has Phone?}

    CheckPhone -->|No - Phoneless| Block1[SUPPRESS ALL CONSUMER EMAILS]
    CheckPhone -->|Yes| CheckNBO{Is NBO?}

    CheckNBO -->|Yes| CheckPolicy{NBO Preview Policy?}
    CheckPolicy -->|Disabled| Block2[SUPPRESS PREVIEW EMAILS]
    CheckPolicy -->|Enabled| CheckPOS

    CheckNBO -->|No| CheckPOS{POS Ownership?}

    CheckPOS -->|POS Owns Comms| Block3[SUPPRESS - External System]
    CheckPOS -->|Snapdocs Owns| CheckBlockPreview{Block Consumer Preview?}

    CheckBlockPreview -->|Yes| Block4[SUPPRESS PREVIEW EMAILS]
    CheckBlockPreview -->|No| CheckRON{RON Closing?}

    CheckRON -->|Yes + No NBO Preview| Block5[SUPPRESS STANDARD EMAILS<br/>Use RON Sequence]
    CheckRON -->|No| CheckSettings{Email Setting Enabled?}

    CheckSettings -->|No| Block6[SUPPRESS - Setting Disabled]
    CheckSettings -->|Yes| Allow[SEND EMAIL]

    style Block1 fill:#ffcccc
    style Block2 fill:#ffcccc
    style Block3 fill:#ffcccc
    style Block4 fill:#ffcccc
    style Block5 fill:#fff4cc
    style Block6 fill:#ffcccc
    style Allow fill:#e1ffe1

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---

Event Logging & Audit Trail

Email Events Tracked

graph LR
    subgraph "Consumer Events"
        A1[DOCS_SENT_TO_CONSUMER_FOR_PREVIEW]
        A2[DOCS_SENT_TO_CONSUMER_FOR_SIGNING]
        A3[ENOTE_SENT_TO_CONSUMER_FOR_SIGNING]
        A4[CONSUMER_INTRODUCTORY_EMAIL_SENT]
        A5[AUTOMATED_EMAIL_ESIGNING_REMINDER_SENT]
        A6[ESIGN_REMINDER]
    end

    subgraph "System Events"
        B1[EMAIL_SENT]
        B2[SMS_SENT]
        B3[EMAIL_FAILED]
        B4[SMS_FAILED]
    end

    subgraph "Audit Trail"
        C[ClosingsEventsWatcher]
    end

    A1 --> C
    A2 --> C
    A3 --> C
    A4 --> C
    A5 --> C
    A6 --> C
    B1 --> C
    B2 --> C
    B3 --> C
    B4 --> C

    style C fill:#e1f5ff

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SMS Integration

SMS Notification Flow

sequenceDiagram
    participant S as System
    participant C as Consent Service
    participant T as Twilio
    participant U as Consumer

    S->>C: Check SMS Consent
    C->>S: Consent Status

    alt Has Consent
        S->>S: Check Business Hours<br/>7am-midnight local

        alt Within Business Hours
            S->>T: Send SMS
            T->>U: Deliver SMS
        else Outside Business Hours
            S->>S: Schedule for 7am
            Note right of S: Wait until 7am
            S->>T: Send SMS
            T->>U: Deliver SMS
        end
    else No Consent
        S->>S: Skip SMS
        Note right of S: Send Email Only
    end

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SMS Types

• Introductory SMS (with opt-in prompt)
• Documents ready for preview
• Documents ready for eSigning
• eSign reminders (recurring + hours-before)
• Document updates/redraws
• eNote signing reminders

---

Performance & Reliability

Asynchronous Processing

graph TB
    subgraph "Synchronous Layer"
        A[User Action / State Change]
    end

    subgraph "Queue Layer"
        B[Background Job Queue]
    end

    subgraph "Worker Layer"
        C1[NotifyConsumerMilestoneWorker]
        C2[SendESigningCompleteEmailsWorker]
        C3[Reminder Scheduler Jobs]
    end

    subgraph "Execution Layer"
        D[Mailer Services]
        E[Email Delivery]
        F[SMS Delivery]
    end

    A --> B
    B --> C1
    B --> C2
    B --> C3
    C1 --> D
    C2 --> D
    C3 --> D
    D --> E
    D --> F

    style A fill:#e1f5ff
    style B fill:#fff4e1
    style D fill:#ffe1f5
    style E fill:#e1ffe1
    style F fill:#e1ffe1

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---

Configuration Examples

Example: 4-Hour Recurring Reminders

Company Setting: esign_reminder_custom_hour_interval = 4

Scenario: eSigning ready at 2:00 PM, appointment at 2:00 PM next day

Reminder Schedule:
- 6:00 PM today (2pm + 4hrs)
- 10:00 PM today → RESCHEDULED to 8:00 AM tomorrow (after 5pm)
- 11:00 AM tomorrow (canceled - appointment at 2pm means hours-before reminder takes over at 11am)

Hours-Before Reminder:
- 11:00 AM tomorrow (2pm - 3hrs, since appointment is after 10am)

Example: Same-Day Appointment

Scenario: eSigning ready at 10:00 AM, appointment at 3:00 PM same day

Reminder Schedule:
- Recurring reminders start: 2:00 PM (10am + 4hrs) → CANCELED (too close to appt)
- Hours-before reminder: SKIPPED (same day appointment)

Result: No automated reminders, rely on manual reminders if needed

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Summary

The Snapdocs Closing Product email system is a sophisticated, event-driven notification platform that:

1. Orchestrates 20+ consumer email sequences across the closing lifecycle
2. Manages intelligent reminder scheduling with business hours respect and timezone awareness
3. Supports multi-channel delivery (Email + SMS) with consent management
4. Provides role-based notifications for team members and settlement offices
5. Offers 150+ configuration options for company-specific customization
6. Handles complex state transitions for documents, eSigning, and appointments
7. Ensures reliable delivery through asynchronous processing and retry logic
8. Maintains audit trails for compliance and debugging

The architecture prioritizes configurability, reliability, and user experience while handling the complexity of real estate closings across multiple signing methods (hybrid, RON, wet) and stakeholder types.