Managing Emails

Overview

HeyBookMe sends automated emails to your clients at key moments - when they book, when a class is approaching, after a class to encourage rebooking, and when they abandon a booking or purchase. You can view and Preview these emails under Settings > Emails. All emails sent to customers on your behalf will carry your own branding.

On the Pro plan you can fully customise the content of the emails sent to match your brand and voice, or to provide additional information and you can also choose which emails to send.

Customer emails

The following automated customer emails can be configured from Settings > Emails:

• Admin booking confirmation - sent to a client when their booking is created by a member of your organisation on their behalf.
• Booking confirmation - sent to the client when a booking is confirmed. Includes class details, date, time, location.
• Booking moved - sent to the client when they move their booking to a different class.
• Cancellation of booking - sent when a booking is cancelled (either by the client or by you).
• Class reminder - sent ahead of a class to reduce no-shows. See class reminders.
• Pass confirmation - sent when a client purchases a pass, including their balance and expiry date.
• Pass usage - sent to the client when a class is booked using their pass.
• Pass usage credited - sent when a booking made with a pass is cancelled and the credit is returned to their pass.
• Membership confirmation - sent when a client joins a membership plan. For fixed-term plans it describes the term and what happens at the end.
• Membership payment reminder - sent 2 days before each membership payment, so the client knows a payment is coming. Includes a link to update their card.
• Membership payment receipt - sent after each successful membership payment.
• Membership payment failed - sent when a membership payment fails and the membership ends, with a link to join again.
• Membership card expiring - sent on the 10th of the month to members whose saved card expires that month, linking to the card update form.
• Membership price change - sent when you schedule a price change that affects the client's membership, giving them notice of the new price and the date it applies.
• Membership ending soon - sent ahead of the end of a fixed term (at the plan's renewal email lead time), with a one-click link to renew.
• Membership renewal confirmation - sent when a fixed-term membership is renewed for another term, by the client or by you.
• Membership expired - sent when a fixed term ends without being renewed, with a link to join again.
• Membership renewing soon - sent ahead of the end of a fixed term that renews automatically, with a link to turn off automatic renewal.
• Membership renewed automatically - sent when a new term starts automatically and its first payment succeeds.
• Membership automatic renewal turned off / turned back on - sent when automatic renewal is switched off or on, by the client or by you.
• Membership cancellation - sent when a membership is cancelled, by the client or by you. Lists any remaining payments on a fixed term.
• Membership plan ended - sent when you close a plan and choose to end its existing memberships.
• Rebooking reminder - sent a set number of days after a class when the client hasn't booked again. See rebooking reminders.
• Unfinished class booking / pass purchase / product purchase / membership signup - sent when a client starts a booking or purchase but leaves before finishing, with a link straight back to the payment step. See abandoned purchase reminders.
• Waiting list place available - sent when a spot opens up in a full class and clients on the waiting list are offered the place.

Customising email content

On the Pro plan, every email can be customised with your own subject line and text.

1. Go to Settings > Emails and click Edit against the email type you want to customise.
2. Edit the subject line and body. Use the available tags (shown in the editor) to personalise emails with the client's name, class name, booking date, and other dynamic values.
3. Click "Save" to apply your changes.
4. Preview on the emails screen to send a test of the email to your email.

Your emails

As well as emails sent to customers, Pro customers can also edit emails that they receive. The following automated emails can be configured from Settings > Emails:

• Booking move received - sent to you when a customer moves their booking to a different class.
• Booking received - sent to you when a booking is received.
• Cancelled booking - sent to you when a booking is cancelled.
• Customer registered - sent to you when a new customer registers with your organisation.
• Pass purchased - sent to you when a customer purchases a pass.
• New membership - sent to you when a customer signs up to a membership plan.
• Cancelled membership - sent to you when a membership is cancelled.
• Renewed membership - sent to you when a member renews their fixed-term membership themselves.
• Member turned off automatic renewal / turned automatic renewal back on - sent to you when a member changes their automatic renewal themselves.
• Waiting list joined - sent to you when a customer joins the waiting list for a class.

Email history

HeyBookMe keeps a log of the emails sent to your customers on your behalf, so you can check what was sent and whether it arrived. There are two places you can see it:

• Reports > Customer emails - every email sent to your customers on behalf of your organisation.
• The Emails tab on a customer's profile - just the emails sent to that customer. See managing customers.

For each email you can see which email was sent, who it was sent to, when it was sent, whether it was delivered successfully, and whether it has been opened.

Common questions