📧 Email Communications & Booking Flow
Maintaining clear, supportive communication with your community is essential. This guide explains when and why emails are sent from the platform, with a special focus on the booking experience.
📅 Booking Email Sequence
The booking process is designed to be seamless and informative for both the client and the practitioner. Here is the lifecycle of emails sent during a booking:
1. Verification (Guest Bookings)
If a client is not logged in or doesn’t have an account yet, they will receive a Verification Email before their booking is finalized. This ensures that the email address is correct and prevents spam.
- When: Immediately after clicking “Book” as a guest.
- Recipient: Client.
- Action Required: Client must click the link in the email to confirm the booking.
2. Confirmation
Once a booking is confirmed (either after verification or immediately for logged-in users), confirmation emails are sent to both parties.
- Booking Confirmation (User): Contains all session details and a calendar attachment (
.ics) to easily add the event to their personal calendar. - Booking Confirmation (Practitioner): Notifies the practitioner of a new appointment, including the client’s name and the session type.
3. Reminders
To help reduce no-shows and prepare clients for their session, an automated reminder is sent.
- When: 24 hours before the session start time.
- Timing: Processed between 7:00 AM and 10:00 AM in the client’s local timezone.
- Recipient: Client.
4. Updates & Changes
If the status of a booking changes, notifications are sent immediately to keep everyone aligned.
| Event | Recipient | Content |
|---|---|---|
| Rescheduled | Client & Practitioner | New time details and updated calendar attachment. |
| Cancelled by User | Practitioner | Notification that the client has cancelled. |
| Cancelled by Practitioner | Client | Notification that the session has been cancelled. |
🛍️ Purchase, Enrolment & Membership Emails
These emails confirm a purchase and tell the client what to do next:
- Course / Digital Offering Purchase: Confirmation with a link to the offering in the client’s library. The practitioner also receives a sale notification.
- Session Package Purchase: Confirmation with the remaining session credits and next steps for booking. The practitioner is notified.
- Cohort Enrolment: Welcome email with cohort details and an
.icscalendar attachment for scheduled live sessions. - Complimentary Access: Sent when a practitioner grants free access to a course or cohort, including login or password setup instructions for new clients.
- Payment Plan Confirmation: Sent when a client starts an installment plan, with the payment schedule.
- Installment Receipt / Failure: Sent for each successful or failed installment, including an update-card link when action is needed.
- Live Meeting Scheduled / Updated / Recording Ready: Sent to cohort students or members with meeting details and calendar invites, then a replay notification when the recording is ready.
🔐 Account & Security Emails
These emails are essential for account management and security:
- Registration Confirmation: Sent when a new user signs up to verify their email address.
- Password Reset: Sent upon request if a user forgets their password.
- Email Change: Sent when a user updates their email address to verify the new one.
- Passwordless PIN: A 6-digit code sent for quick, secure login without a password.
- Organisation Invitation: Sent when a practitioner invites a new team member to join their organisation.
🌿 Automated Email Sequences
Email sequences are automated emails triggered by specific actions. These allow you to maintain a high-resonance connection without manual effort.
- Welcome Sequence: Triggered when a new user subscribes to your newsletter.
- Booking Follow-ups: Triggered when a booking is made. This can be used for “Intention Preparation” or “Aftercare” instructions.
You can customize these sequences in the Email Sequences section of your dashboard.
📰 Newsletter & Broadcasts
- Subscription Confirmation: Sent to anonymous subscribers to confirm their opt-in.
- Post Notifications: Sent to all active subscribers whenever you publish a new Post or Manual.
- Subscriber Invitation: Sent when you manually add or invite a new contact to your subscriber list.
🛠️ Custom Domain Notifications
If you are using a custom domain (e.g., yourname.com), the platform monitors its status:
- Verification Success: Sent when your custom domain is successfully connected and verified.
- Verification Failure: Sent if your domain becomes disconnected or requires action to maintain security (SSL).