> For the complete documentation index, see [llms.txt](https://docs.podplay.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podplay.app/marketing/automated-emails.md).

# Automated Emails

#### PodPlay is Not a Marketing Software

The PodPlay system sends automated emails to the Customer when an action is performed. These emails ARE NOT marketing emails; they are similar to receipts.

**If a Customer does not want to receive emails from your Club**:

* They can unsubscribe from your Club's marketing emails
* The Club employee in charge of the marketing software should remove them from the distribution list (this is outside of PodPlay's scope).

**If a Customer does not want to receive emails from the system**:

* [The Customer can Delete their Profile](https://help.podplay.app/en/articles/1221761)

The Club employee in charge of the marketing software should also check the marketing campaign software to verify the Customer is unsubscribed (this is outside of PodPlay's scope).

**If a Customer does not want to receive emails from the system or from your Club**:

1. [The Customer can Delete their Profile](https://help.podplay.app/en/articles/1221761)
2. An employee in the Dashboard can edit the email of the Customer
   1. i.e. editing "<rick@podplay.app>" to "<deleted@podplay.app>"; if you want to retain the information for future reference, edit to "<rickdeleted@podplay.app>"

{% hint style="info" %}
**If a Customer “Unsubscribes" from these automated emails** or filters them into their spam folder, **they will not receive any future emails, potentially limiting their access to their Profile with your Club**.

* For example, if a Customer “Unsubscribes” from the automated system emails, **they will not receive a signup link email in the future, therefore limiting their ability to log in to their Profile**.
  {% endhint %}

**Should a Customer complain to you that they are not receiving confirmation emails for their Event signup or Reservation booking**, ask the CS team to check if the Customer unsubscribed from the system’s automated emails.

<details>

<summary>What to say if a Customer angrily emails about unsubscribing from automated system emails?</summary>

1. Was the email from the system after they performed an action?
2. Or, was it a marketing email from your Club?

Knowing this is very important. Why?

1. **If it's a marketing email from your Club**, remove them from the distribution list, asap.
2. **If it's a system email sent to them after a booking**, leverage the drafted email below.

> Thanks for flagging this, and apologies for the frustration. We take the unsubscribe point seriously.
>
> If the email you received was a confirmation of the session you booked, like a service message, the same as a receipt, this is NOT a marketing email (please excuse the emphasis; I only want to share what has happened). These emails are necessary from a system standpoint, and if you were to unsubscribe from the automated system emails (read as "receipt of action"), and you ever logged out, you would not be able to log back in since the system emails verify, like MFA/2FA, that your email address is real and not a bot address.
>
> Under regulations, this type of message doesn't require separate marketing consent.
>
> Please let me know if you have questions.
>
> Cheers,

</details>

The email list below is a briefing on all the automated system emails and details when the Customer will receive these emails.

***Note**: while these emails are not editable, everywhere there is an “Opportunity” mentioned, the Club can ask their PodPlay CSM to add in additional copy to provide the Customer with more information.*

#### CUSTOMER EMAILS

* **Welcome Email**
  * Unique email that can be sent to a customer when they first sign up (not every Club wants or uses this; off by default) for a Profile.
    * Opportunity\*\*:\*\* this email is entirely editable and can include any message you want to send to your Customers.
* **User Sign Up**
  * A Customer receives this email when they start the process of creating a Profile.
* **User Login Link**
  * A Customer receives this email when attempting to log in to their Profile (if they have been signed out of the system or are using a new phone or computer).
* **User Password Reset**
  * A Customer will receive this email when they request to reset their password. This request to reset a password is an action performed before signing in to a Profile.
* **Charge Failed Error**
  * If a Customer’s card was declined when the system tried to charge them, the Customer receives an email notifying them of this error and asking them to update their cc on file. There is a button inside of this email. When the Customer clicks on this button, they are brought into the App and are prompted to update their card on file.
* **Replay Summary**
  * After a Reservation or Event where Replays were captured, every Customer on the Attendee List of the Reservation or Event will receive an email including the Replays captured. A button is available in the email to push the Customer back into the app where their Replays are visible, too.

#### MEMBERSHIP

* **Membership Subscription**
  * A Customer will receive email receipt if they purchase a membership. The email tells the Customer how much they paid for the Membership and
* **Membership Cancellation**
  * A Customer will receive email receipt if they cancel their membership. The email has the name of their membership and the date when their membership will end.
* **Membership Payment Failure**
  * A Customer will receive this email if the charge to their Membership fails. The email tells the Customer there was a billing issue and prompts the Customer to update their payment method and complete the Membership charge.
* **Membership Automatic Cancellation**
  * A Customer will receive this email when there are repeated attempts by the system to charge the card on file and it fails numerous times. The email notifies the Customer the Membership they held has been canceled because of repeated failed payment attempts.
* **Membership Group Invitation**
  * A Customer will receive this email if a family member or a friend is inviting them to a Group Membership. The email asks the Customer to accept the invitation to the Group Membership.

#### RESERVATIONS

* **Reservation Booked**
  * A Customer will receive a confirmation email of the Reservation they booked, including time, location, and the amount they paid for the Reservation.
    * Opportunity\*\*:\*\* inside of this email there is space for a Club to inform their Customers about Club FAQs, insert hyperlinks, and provide access instructions to the venue. This opportunity is configurable *by location*. Meaning that if a Club has two or more locations, each location can have different copy. Many Clubs running on the Autonomous plan will include specific access instructions for their Customers to understand how to enter the venue.
* **Reservation Invitation Rejection**
  * If a Customer invites their friend to a Reservation they booked, and the friend declines the invitation, the Customer will receive an email notifying them that their friend has declined the invite link.
* **Reservation Cancellation**
  * If a Customer cancels their Reservation, or an Admin cancels the Reservation, the Customer will receive this email stating it has been canceled.

#### **COACH**

* **Coach Request**
  * After a Customer books a Coach, the Customer will receive this email stating how the Coach will review the request for a lesson and either accept or deny the request.
* **Coach Confirmation**
  * A Customer will receive this email when the Coach confirms the lesson request.
* **Coach Request Declined**
  * A Customer will receive this email if the Coach declines the invitation to the lesson. The Customer will still hold the Reservation and the email will state that if the Customer wants to book another Coach, they can reach out to the Club.
* **Coach Invitation (Reservation)**
  * A Coach receives this email when a customer requests them for a private Reservation. The Coach is responsible for either accepting or denying the lesson invitation.
* **Coach Invitation (Event and Series)**
  * A Coach receive this email when they have been added to an Event or a Series.
* **Coach Removed from Event:**
  * A Coach will receive this email when they have been removed from an Event.

#### EVENT

* **Event Signup**
  * This email is sent to the Customer when they sign up for an Event.
* **Event Reminder**
  * A Customer will receive this email 26 hours before their Event is scheduled, reminding them about the Event.
    * Opportunity: inside of this email there is space for a Club to inform their Customers about Club FAQs, insert hyperlinks, and provide access instructions to the venue. This opportunity is configurable *as a whole*. Meaning that if a Club has two or more locations, the copy added to this email is used for every location. Many Clubs running on the Autonomous plan will include specific access instructions for their Customers to understand how to enter the venue.
* **Event Reschedule**
  * When an Admin Reschedules an Event, this email is sent to all participants notifying them of the change in day or time.
* **Event or Series Waitlist Open Spot**
  * Any Customer who signs up for a Waitlist on a full Event will receive this email when a spot opens up in the Event. A spot in an Event or Series will only open up when a Customer cancels their participation in the Event or Series.
* **Event Signup Cancellation Email (Play Pass)**
  * When a Customer cancels their participation in an Event, they will receive this email with details of the cancellation, including if they are charged or not according to the Club’s cancellation policy.
* **Event Cancellation for Bad Weather**
  * This is an email that Customers receive when an Admin cancels an Event from the Dashboard because of bad weather.

#### ADMIN EMAILS

* **Order Charged**
  * When an Admin charges a Customer from the Dashboard, the Customer will get an email receipt of the charge. This email applies to all charges from the Dashboard. Meaning, anything the Admin charges to a Customer’s Profile is detailed in this email to the Customer.
* **Refunds:**
  * When an Admin performs a Refund, the Customer will receive this email stating how they were refunded for a charge. The details entered into the Refund from the Dashboard are visible in this email sent to the Customer.
* **Your Report is Ready**
  * When an Admin runs an Export from the Dashboard, they can immediately close that pop-up window and will receive an email with the Export once it is processed.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.podplay.app/marketing/automated-emails.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.