Your customers will receive a variety of emails via the Trybe system.
This guide is here to break the aforementioned emails down into categories and provide a visual aid to what your customers shall receive in their inbox.
All emails will:
Use a sender address of [spa_name]@partners.try.be. This is a no reply inbox. Therefore we advise adding in contact details i.e. a Phone number and/or email address to your Email Templates
Use the same Email Branding as configured in your Settings
To then see what else each of the emails contain please browse through the different emails below.
Confirmation Email
Confirmation emails will get sent out as soon as a guest makes their booking online. They contain details of the booking, any relevant documentation, and the 'Order Reference'.
If the booking has been made by a staff member in the app or in person then you will have to manually send the confirmation email by heading to the messages tab on the order. You can also add a customised template for different offerings.
The Intake form button will only show when you have completed at least one intake form in Settings>Intake Forms and toggled it to apply to your offering.
When a customer clicks 'Manage your order' they will be directed to their account on the shop front where they will be able to view the time, date, and order number of the appointment and have the option to cancel the appointment ahead of time (if you have set this to be this enabled).
You can adjust the confirmation email text in Settings>Order Emails where you can select which types of appointments the email will apply to, and fill in your custom message which will appear at the bottom of the email message.
You can change the Logo, branding, and button colours in Settings>Email Branding
Summary email with VAT
If you're getting requests for a Payment Summary inclusive of VAT, you can send guests an email that will confirm the items purchased, what was paid, anything outstanding, and a breakdown of VAT!
To do this head to the order you want to send this email to.
When on the Order select the 'Messages' tab. Here you will see the option to 'Send summary email'. If you select this it will send this directly to the email address that is associated with this Client.
The email will include:
Order ref
Customer's name and email
A list of the Items in the order with the date and time of each offering
Price of each item
Total
Including VAT of - this will show you a breakdown of the VAT for this order
Payment - This will list the payment method/ methods used and when it was paid. 'Other' is any manual payment types you have set up in your settings i.e. cash/ card/ voucher. If it was paid through Stripe then you will be able to see the last 4 digits of the card used!
Total paid
Total to pay - if the whole order has not been paid yet then this section will display how much the customer still needs to pay
Once you have sent the 'Summary email' you will then be able to view the email by selecting the email listed.
If you have entered in your tax info you will also see this listed at the bottom of the summary email (see following screenshot). To see how to set your tax info click here!
Membership confirmed email
The membership confirmation email is a notification email triggered by the system once the membership has been purchased and issued, it usually contains a confirmation of activation message and an indication of when the first membership payment will be taken.
This email will be sent out when someone signs up for a membership if ‘disable membership email’ is not toggled on for that 'Membership Type'. if you wish to change this you can find the toggle in Settings>Membership types>Edit Membership.
When a customer clicks 'My Account' they will be directed to their account on the shop front where they will be able to view the membership that they have, the membership number along with its activity status, and the start and end date.
You can turn off the Membership confirmed email for each membership by heading to Membership Settings>Membership Type>Edit Type
Request Payment Details email (Memberships)
If your member has purchased a membership but has not set up a mandate for their monthly membership payment yet, it is easy to request this through Trybe. A monthly direct debit mandate request can be sent out by selecting the three dots on Clients > Membership > Request Payment Details. This will send an email to the guest with a link to enter their bank details and seamlessly set up a direct debit payment.
If the guest cannot access their email or cannot click the link then the full URL to the payment screen is at the bottom of the mandate email that you may send them directly.
If the membership was purchased by the customer online the request mandate email is automatic. If it is purchased in-house then the above-mentioned manual request should be made in Trybe - see guide.
Follow up emails
If you would like your guests to receive follow-up emails for recent bookings they've had, you can opt-in for automatic follow-up emails!
To do this head to Settings > Marketing & comms > Email templates > toggle on 'Follow up emails'.
Once this has been toggled on more options will appear so you can tailor when the customer will receive their follow-up email.
Days after booking - here you will be able to select how many days after the booking the email should be sent. Choose between 1-10 days from the drop-down menu.
Time to send - select the time that you want the email to be sent. This uses the 24-hour clock format.
Press 'Save settings' when you are happy with the settings you have set up.
Once you have configured the required settings for when you'd like these to go out, you will need to create the Custom Text to go in the emails. If you do not create a Template, follow up emails will not be sent. Trybe needs to have at least one template for these to start sending out to your customers. To create the template, check out this guide.
Be aware that this is not a Trybe form, but a place to include a link to your chosen survey provider (surveymonkey, google forms, snapsurvey, etc). You can embed the link in the template message section so that your customer can leave a review of your services.
Please note: In order for follow-up emails to send, there MUST be a template email created for this and the Order must have been Checked Out - see guide.
Reminder emails
If you want your guests to receive reminder emails about their upcoming bookings, you can opt-in for automatic reminder emails!
Once this has been toggled on more options will appear so you can tailor when the customer will receive their reminder email.
To do this head to Settings > Emails > toggle on the 'Send reminder emails'.
Days before booking - here you will be able to select how many days before the booking the email should be sent. Choose between 1-10 days from the drop-down menu.
Time to send - select the time that you want the email to be sent. This uses the 24-hour clock format.
Press 'Save settings' when you are happy with the settings you have set up.
Note - A reminder email will not be sent if the booking is made after the time that the reminder would be sent.
In order for Reminder emails to send, you must create a template in Trybe!
Waitlist confirmation email
The waitlist confirmation email is a notification email triggered by the system when the user has been added to a queue after signing up for a fully booked session, it usually contains a confirmation of order reference message and a message that displays ‘You are on the waitlist for this booking’.
This email is much the same as the confirmation email. It prompts the client to fill out an intake form and allows them to manage their (waitlisted) order.
Moved from waitlist email
The guest will automatically receive this email when they get moved from the waitlist to the session
The customer at the top of the waitlist will automatically receive email Confirmation with the subject line "You have moved from the waitlist [Order ref]"
Within the email, it will confirm the:
Class name
Date
Time
And will make them aware that their card has now been charged and the amount will show.
Pay by link request email
This is the email that is sent out when you choose to send a ‘pay by link’.
The email contains the price, details of the customer's order, the date, and a clickable link button that takes the customer to the payment screen where they can enter their payment details and settle their bill independently.
There is also an option to add in a custom note when sending a pay-by link. This will appear in a shaded box near the top of the email, as in the reference image provided.
Order cancellation email
The Order Cancellation email will display to your customer when they cancel an order made in-store or online. It will include the order number, name of the client, date and time, and the cost of the original treatment/activity.
The image above shows how it will look with a cancellation charge and the next picture shows how that will display with no cancellation charge.
Booking cancellation email
When a guest cancels an item within an order they will receive this notification email that highlights what it was that was canceled in their booking.
Gift voucher email
This is the email a user will receive when a gift voucher has been purchased.
If it is a Monetary amount voucher then it will include the value amount. If it is a Free Item voucher it won't show the price in the email. The recipient will have to use the 'Use your voucher' button to be taken to your website where they can enter the code and there they will be told which items this can be used on. See this guide on how to create Monetary and Free Item vouchers.
Also in the email you will find the voucher number that will be automatically generated by Trybe unless the user has entered in a voucher number manually.
The image displayed is the email that will be sent out when a client purchases a gift voucher. You can edit the main picture in the email by uploading an image on the Settings>Voucher Types page.
Set client password email
Clients can set up their own account and password on the storefront. In the case that you are signing them up face to face/manually you can send an email prompt to the clients' email with a link to set up their password.
You can find this in Clients > select clients profile > ‘send setup email’
Once this has been set up, if a client needs to reset their password the button text will change to 'Reset' click this to send a password reset email to your client's email address.
Password updated notification
When a customer's password is set for the first time or if it is reset and updated, they will receive a notification email to detail that this change that has gone through and been applied.
Failed membership payment email
When a membership payment fails, the member will receive an email to let them know there was an issue with the payment. The subject of the email will be 'There was a problem with your payment'.