Change the wording of system emails

System emails are the ones the app sends for you without being asked: an order confirmation when somebody pays, a reminder the day before a booking, a note to you when a new enquiry arrives. They already carry your logo and colour. You can change what they say, and switch off most of them.

Before you start

• Your logo and brand colour under Settings › Branding. The layout, button and colours of every system email come from there.

Steps

1. Go to Marketing › Email and open the System emails tab.
2. Choose Sent to customers or Sent to you. The number in brackets is how many there are.
3. Find the email. Under each name you see Standard wording, Your wording or Switched off.
4. Click the email to open it. The top of the left panel says when it is sent, for example "The day before a booked time."
5. Change the Subject if you want to.
6. Write your own text in What it says. Leave it empty to keep the standard wording.
7. To put a detail in, click a field under Fields you can use to copy it and paste it into your text. For a booking email that might be {{booking_time}} or {{service_name}}. The preview on the right shows it with sample values.
8. Optional: under Rewrite it with AI, describe the change ("warmer, and mention that we reply within a day") and click Rewrite. Read the result before you leave.
9. Leave the page. Changes save as you type; the top bar shows Saved.

Switch one off, or go back to the standard wording

1. On the System emails tab, click the three dots on the email.
2. Choose Switch off (or Switch back on). For emails that cannot be switched off, the menu reads Always sent with the reason.
3. To throw your wording away, choose Reset to standard and confirm. Inside the editor, the Reset button does the same.

What happens next

• Your wording is used from the next email of that kind. Emails already sent are not changed.
• Some emails are always sent, because a customer would be stuck without them: the order confirmation, the booking confirmation, booking cancelled and rescheduled, the sign-in link to what they bought, access to what they bought, the "payment didn't go through" email, and the partner sign-in link. You can reword these but not switch them off.
• Emails Sent to you include new orders, new bookings, new enquiries, cancelled bookings, failed and cancelled subscriptions, partner applications, texting alerts, and alerts when the inbox assistant or a workflow agent hands a conversation to a person.

For agencies

An agency also receives notices about its clients' texting under Sent to you, such as "A client's texting is paused" and "A client reached their daily limit". Each can be reworded or switched off like any other.

For white-label agencies

System emails to your clients' customers carry your client's logo and colour, never the platform's. Set them under Settings › Branding in each client.

Troubleshooting

An email shows a blank where a name or date should be. A field in braces was edited or deleted. Open the email and put the field back exactly as listed under Fields you can use, or choose Reset to standard.

There is no Switch off option. That email is always sent. The menu gives the reason. You can still change its wording.

The preview shows "Dana" and a sample date. The preview uses sample values. Real emails use each customer's own details.

The top bar says "Could not save". Your change did not reach the server. Check you are online, then type in the box again so it saves again.

My own wording is gone. Somebody chose Reset to standard or Reset on that email. A reset cannot be undone; write the wording again.

Related

• Create and use email templates
• Create and send an email campaign
• Add your logo, name and colours