Email recipients for business documents
Use this reference to check recipients for quotations, orders and other business documents. For individual and business customers, Workspace shows the saved address and its source in the Document recipients tab. Reading requires access to the record; editing requires its update permission. Invoices, shipments and returns also require update permission for the order.
Contact point, central communication or postal address?
Central communication stores the company's general contact details, such as its office email. A contact point identifies the recipient for a specific purpose or location, such as billing or a warehouse. A postal address contains street and city details; it does not select an email recipient. Personal communication stores a person's contact details.
One shared company email can be maintained in central communication. Use contact points when responsibilities differ. For an exception on one record, edit its document recipient instead of changing the company's contact details.
Default selection
An explicitly supplied email takes precedence. For individual customers, Workspace otherwise uses personal communication, then the email of the linked active user account. Guests supply their contact address at checkout.
For business customers, defaults are selected when the record is created:
| Document | Contact point role | Fallback if no matching contact point exists |
|---|---|---|
| Quotation and order confirmation | General | Central company communication, then personal communication |
| Invoice, cancellation invoice and credit note | Billing, then general | Central company communication, then personal communication |
| Delivery note and shipment notice | Shipping, then general | Central company communication, then personal communication |
| Return and purchase order | General | Central company communication, then personal communication |
For people without a company context, all listed documents use personal communication or the linked active user account unless an email was explicitly supplied. Automatic checkout receipts use the confirmed checkout contact in a separate flow; older orders may rely on stored order or address contact details.
Contact points use the record's context: account site, commercial account, company location, then company. A unique primary contact or the sole candidate is selected. Ambiguous or invalid candidates require review instead of a silent fallback. Postal addresses are separate from email contacts.
Review and edit
Open Document recipients on the record and check the relevant document's address and source. Enter an address and choose Save recipient, or explicitly choose Use current contact details to select from current master data. For an order override, Use stored contact restores the original default. Changes affect the selected document purpose and preserve archived customer and address details.
For example, changing the billing email in CRM does not change an existing order's invoice recipient. On that order, select the invoice purpose and choose Use current contact details, then check the displayed address. Other document purposes keep their recipients.
CRM changes never silently update existing records. Older records without purpose-specific defaults use their existing stored contact and address details. Sending is blocked if no valid recipient is available.
Verify dispatch
The dispatch preview uses the same recipient. If someone changes it before you send, refresh the preview and review the address again. Newly accepted dispatch orders retain their recipient through later edits and retries. Dispatch orders created before this change retain their previous rules and may still use current CRM contacts.
Check dispatch history afterwards. Captured or suppressed mail was not sent externally. A checkout receipt remains separate from an order confirmation or invoice.