Edit the emails your customers receive

In Settings, under Email templates, pick English or Español, open a template with Edit, change the Subject and Message, select Preview, then Save template. Each template can also be switched off or reset to the default. The morning digest has its own time under Reviews and morning digest.

Before you start

Only the owner can change templates. Dispatchers see View instead of Edit and can preview. Every customer email is built from one of these templates; sign-in link emails are not in the list.

Steps

1. Open Settings and find Email templates. Choose the English or Español tab. Customers get the language they chose when booking, or your shop default, so edit both.

2. Find the email in the list, for example Booking confirmed, Reminder, Rescheduled, Canceled, Card receipt, Card charge failed, Refund issued, Crew on the way, Clean done, Review request or Referral credit earned. A Customized badge marks one you changed; Off marks one that is not sent. Select Edit.

3. Change the Subject and the Message. Under Variables you can use, select a chip such as {manage_link} to add it at the end of the message. A variable is filled in with the real detail when the email is sent.

4. Select Preview. The box "Preview with sample details" shows how it will look.

5. Select Save template. The page says "Template saved. The next email uses your wording."

6. To stop sending one email, turn off Send this email and save. To go back to the original wording, select Reset to default.

7. For the other language, open its tab. If automatic translation is on, Translate from the other tab fills a draft that you check and save. When it is off, the page says "Automatic translation is off; type the other language by hand."

8. For the morning digest, find Reviews and morning digest. Keep Email a morning digest to owners and dispatchers checked, set Digest time (shop time) and select Save settings.

What happens next

• The next email of that kind uses your wording. Emails already sent do not change.
• The digest goes out once a day, at or after the time you set. It lists today's visits, failed charges, visits that cannot fit and fees waiting over 7 days. Its text is generated; the template only frames it (Daily summary (to staff)).

If something goes wrong

• "Not saved. Check the subject, the text and the {variables} used." The message uses a variable that template does not offer. Use only the chips listed under Variables you can use.
• The Review request will not save. Keep {unsubscribe_link} in the message.
• A line is missing from an email. A line whose variable is empty is left out. A receipt line with {credit_line}, for example, only appears when credit was used.
• A Spanish template says "Off (follows English)". Its English email is off. Turn on Send this email in Spanish and save.

Related

Reviews and the Google link · Languages and translations · Turn on customer referrals