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Customer Notifications Spoke (Emails)

Overview

The Customer Notifications spoke allows you to configure which emails are sent for a specific plan.

Notifications can be customized per location—if needed, create a separate spoke for each location to tailor messaging accordingly.

Each notification will either:

  • Use the default template (set under Build > Notifications > Templates), or

  • Use a custom template specifically enabled for this plan.




To send the email, toggle ON the Enable Email setting.

If you want to use a custom template for this plan, toggle ON the Custom Template option as well.

Emails are sent only to the contract holder by default, except in cases where an alternate recipient can be specified in the settings below.

 

Send From Facility

The Send From Facility for Customer Notification emails is the Contract facility.

 

Default Templates for Notifications

To configure, navigate to Build > Notifications > Templates.

All Plan related emails referenced in Customer Notifications can be found here. These all send from the Contract facility.

 

 

General Tab

The General Tab is available for all plans:

 

Current Contract Email

This email is sent when staff manually choose to send it from within the contract. When selected, the customer's email address—pulled from their customer record—will be pre-filled and can be edited by staff before sending.

 

New Contract Email

Sent when a new contract is purchased or completed (status: Active or Confirmed). This email is not sent for contracts in Draft status.

It is recommended to keep this enabled for all plans sold online, so customers receive a confirmation email upon successful completion of their purchase.

If your plan creates an attachment, you can toggle on to include that pdf.

WARNING - if ON you must have the following configured:

  • In the Big Edit Menu, toggle ON to create pdf AND assign an attachment name. If no attachment name is assigned, no pdf will be created or attached.

  • The Document configuration spoke must be active and configured.  The contents of the document spoke are what make up that contract.  View the attachment on the Attachments tab in the contract tabs or in the Customer Record in Attachments tab.

 

Contract Cancelled Email

This email is triggered when a contract is canceled before its start date, while still in the Confirmed status.

Customers can only cancel a contract themselves if Cancellation Terms are configured in the Cancellation spoke.

 

Dues Posted (Recurring Only) Email

If enabled here, the customer must also have this toggle enabled on their customer record to receive this email. Click Edit at the top of the customer record and find the toggle here:

 

 

Status Change Effective / Requested (Recurring billed plans ONLY)

You can optionally send emails when a status change is requested (the date the customer submits the change) and/or when the change becomes effective (the date it takes effect).

Default templates are configured based on plan type and status type in:
Build > Notifications > Templates > Plans.

If you allow individuals to be frozen and terminated (not restricted to the contract as a whole) and want to specify the impacted customer in the email (or in the custom email template here) use the replacement fields in the toolbox list labeled:
status-customer-first-name
status-customer-last-name
status-customer-name (combined first and last name)

 

Offset (Warnings, Reminders, Thank you) 

Expiring Contract (All plan types)

Enable this email to notify customers of an upcoming contract expiration. You can specify how many days in advance the email should be sent.

Optionally, you can choose to send the email to enrollees on the contract in addition to the contract holder.

 

Course/Session Reminders (Program Plans ONLY)

You can optionally enable Course and/or Session reminder emails.

  • Reminders can be sent to both the contract holder and enrollees.

  • Configure how many days in advance the reminder should be sent.

Definitions:

  • Course Reminder: Sends a reminder for the start of the course. For multi-session courses, this email is sent before the first session only. For single-session courses, use this option exclusively.

  • Session Reminder: Sends reminders for each individual session within the course. Ideal for courses where enrollees attend multiple scheduled sessions (e.g., a 4-part intro class).