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The emails sent to your users

The platform sends emails automatically, in reaction to an event: a signup, a booking, an order, a subscription. You never trigger them yourself. This article lists what goes out, when, and to whom. To customize their content, see Email templates & settings.

Account

  • Welcome (account-welcome) — to the new user, when their account is created (or when they verify their address, if verification is enabled).
  • New account (account-creation-admin) — to your contact address, to notify you of the signup.

Password-reset and address-verification emails are not templates: they are issued by the authentication mechanism, and are neither customizable nor recorded in the email logs.

Bookings & credits

  • Booking confirmation (booking-confirmation) — to the user, as soon as they book. Carries a calendar attachment (.ics).
  • Cancellation (booking-cancellation) — to the user, when their booking is cancelled. Carries a calendar cancellation (.ics).
  • Slot rescheduled (booking-rescheduled) — to everyone booked on a slot whose date or time you change.
  • Reminder (booking-reminder) — to the user before their session. The lead time is chosen by the user in their own account (24 h by default; they can also turn the reminder off).
  • Low credits (credit-low) — to the user whose balance drops below the threshold you set, and stays there past the configured grace period (24 h by default) — a customer who tops up in the meantime never receives it. Sent once per drop: it only re-arms if the balance climbs back above the threshold. Subscribed customers never receive it: their balance is topped up at each renewal, so a dip is part of the normal cycle.

Shop & subscriptions

  • Order confirmation (order-confirmation) — to the customer, when their order is placed.
  • Subscription started (subscription-confirmation) — to the subscriber when their subscription starts.
  • Subscription cancelled (subscription-cancelled) — to the subscriber on cancellation.
  • Payment failed (subscription-payment-failed) — to the subscriber when a charge fails.
  • Subscription ended (subscription-ended-unpaid) — to the subscriber when the subscription ends for lack of payment.

Each of these four subscription emails has an admin twin (subscription-new-admin, subscription-cancelled-admin, subscription-payment-failed-admin, subscription-ended-unpaid-admin). It goes to every administrator of your tenant, and to the coach attached to the product when there is one. A coach who is also an administrator is notified only once.

Automatic follow-ups

These four emails do not react to something the customer did, but to something they did not: no second booking, no session for weeks, credits bought and never used. All are off to begin with and are enabled one by one, with their delays, in the settings, "Follow-up" tab. The detail is in the Automatic follow-ups article.

  • Welcome (first-booking-welcome) — to the customer, on their very first booking, once only.
  • Session follow-up (session-followup) — to the customer once their session has taken place (24 h later by default), inviting them to book the next one. Limited to the first session unless set otherwise.
  • Win-back (win-back) — to a customer with no session for a while (45 days by default), then a second time a week later if they still have not booked.
  • Unused credits (credits-unused) — to a customer who bought credits and has booked nothing since (21 days after the purchase by default).

A customer who books again between two messages does not receive the rest: every send is re-evaluated just before it goes out. And these four are the only emails a customer can refuse, by clearing the "Follow-up emails" box in their email settings — a setting separate from the newsletter subscription.