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. Or if you want to add your own email from address then you can set this up in settings, please view the guide here for more info. If you set this up your guests will then be able to reply to the email and the email set your as the "Email from address" will receive the reply.
Use the same Email Branding as configured in your Settings. This will pull through the colours you select for accent, background, text colours and any banner colours too. The logo you upload here will also appear at the top of the emails.
To then see what else each of the emails contain please browse through the different emails below.
Confirmation Email
This email is titled "Your order confirmation (Order ref)"
Confirmation emails will get sent out as soon as a guest makes their booking online. They contain details of the booking...
Confirmation banner. The text colour and banner colour can be customised. View guide here.
Order ref
Items with the date, time and price
Discounts (if discounts have been applied)
Total
Any payments attached to the order
Amount left to pay if there is an outstanding balance
Total paid
Button to "Fill out intake form", if an offering in the order requires an intake form as per the intake form settings. When selected the customer will be redirected to a page where they can fill out their intake form.
Button to "Manage your order". If this is selected the customer will then be taken to their account section on the shop front where they can view their order (order ref, items, date, time, price), fill out the intake form (if required), cancel the item (if allowed).
Below this you will then have further text if you have added a message in template for a confirmation email. View guide on email templates here.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
How to manually send a confirmation email?
For online orders, confirmation emails are automatically sent. However, if the booking has been made by a staff member in the app internally then you will have to manually send the confirmation email by heading to the messages tab on the order. Head to the order > Messages > Confirmation > Send email...
Once a confirmation email has been sent you will then be able to view the email by selecting the email listed in the Messages tab on the order.
Summary email with VAT
This email is titled "Your summary for order (order ref)"
The email will include:
Order ref
Customer's name, email, phone number
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 Trybe Pay 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
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
Registered address and tax ID. This will only be included if you have added your tax info in settings. To see how to set your tax info click here!
How to send a summary email?
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 send a summary email, head to the order > Messages > Summary > Send email...
Once a confirmation email has been sent you will then be able to view the email by selecting the email listed in the Messages tab on the order.
Membership confirmed email
This email is titled "Membership confirmation".
The membership confirmation email is a notification email triggered by the system once the membership has been purchased and issued, it contains...
A confirmation message to let the customer know the membership has been confirmed
When the first payment will be taken
The option to head to "My Account". This will take the member to the shop front where they can access their membership, the current status, start/ end date, view credits, change payment method linked to the membership etc. If the membership doesn't require an intake form then there will be a "My Account" button, if the membership does require an intake form then there will not be a "My account" button but instead you can head to the account by selecting on the "My account" wording.
The option to "Fill out intake form" (if the membership is set up to require an intake form)
Below this you will then have further text if you have added a message in template for the "Membership welcome email". View guide here for more info.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
How to turn off the membership confirmed email?
If you do not want a certain membership type to receive a membership confirmed email then you can head to Settings > Membership types > find the specific membership type > edit > scroll to the "options" section > here you can "Disable membership confirmed email"...
Request Payment Details email (Memberships)
This email is titled "Set up payments for your membership".
If your member has purchased a membership but has not set up their payment method details, they can receive a request for payment details email.
The email will include...
Name of the membership
"Set up payments" button > if this is selected it will take them directly to set up their payment method linked to their membership
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
How to send a request payment method email?
You can request a payment method details by heading to the client profile > scroll to the "Membership" section > select the three dots on the membership > Request payment method. This will send an email to the guest with a link to enter their details so that the payment method is attached to the membership and can automatically get charged on the next billing date (if it is an auto-payments membership).
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 payment request email that you may send them directly.
If the membership was purchased by the customer online the request payment method 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 have enabled Follow up emails for your site and you have a template set up for follow up emails then follow up emails will automatically be sent to your customers. Please view the guide here to see how to enable Follow up emails. Please note follow up emails will then only send once a follow up email template has been set up.
This email is titled "How was your visit? (order ref)"
This email will have a "How was your visit?" banner. The text colour and banner colour can be customised, it will be the "Info banner" that you will want to edit. View guide here.
If you have set up an email template for "Follow up emails" this will appear in the email. Please view the guide on how to enable follow up emails here. The email templates you have created for the follow up emails will then appear here, depending on what items were in the order. If you want to include a form where you can gather more information from the guest about their visit you could choose to hyperlink a survey for your customers to fill out. This will be a survey outside of Trybe (as we do not provide a survey service), so whoever your chosen survey provider is (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.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
Please note: In order for follow-up emails to send, follow up emails must be enabled and there MUST be an email template created for follow up emails and the Order must have been Checked Out.
How to view if a follow up email has been sent?
If follow up emails are enabled and you have a follow up email template set up then your guests will automatically receive the follow up email (if the order is checked out). There is no way to manually send a follow up email to a guest, this is an automatic process only.
However, you can track if a follow up email has been sent by heading to the order and clicking on the "Messages" tab. Here you will see if a reminder email has been sent, it will be titled "How was your visit?". You can click on this to view the email that was sent too...
Reminder emails
If you have enabled Reminder emails for your site and you have a template set up for reminder emails then follow up emails will automatically be sent to your customers. Please view the guide here to see how to enable Reminder emails. Please note reminder emails will then only send once a reminder email template has been set up.
This email is titled "Your visit is coming up (order ref)".
This email will have a "Your visit is coming up" banner. The text colour and banner colour can be customised, it will be the "Info banner" that you will want to edit. View guide here.
If you have set up an email template for "Reminder emails" this will appear in the email. Please view the guide on how to enable reminder emails here. The email templates you have created for the reminder emails will then appear here, depending on what items are in the order.
List of the items, along with the date time and price. Also if there are any discounts too.
Total price
Option to "Fill out intake form". If the items in the order require an intake form, in the reminder email there will be an option to fill out their intake form as a prompt to remind the customer to do so before the booking. This will only appear if the items in the order require an intake form as per the intake form settings.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
Please 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, reminder emails must be enabled and there MUST be an email template created for reminder emails.
How to check if reminder has been sent?
If reminder emails are enabled and you have a reminder email template set up then your guests will automatically receive the reminder email. There is no way to manually send a reminder email to a guest, this is an automatic process only.
However, you can track if a reminder email has been sent by heading to the order and clicking on the "Messages" tab. Here you will see if a reminder email has been sent, it will be titled "Your visit is coming up". You can click on this to view the email that was sent too...
Waitlist confirmation email
This email is the same title as the confirmation email; "Your order confirmation (Order ref)".
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 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 so click here to view more info about this email. It prompts the client to fill out an intake form and allows them to manage their (waitlisted) order.
Moved from waitlist email
This email is titled "You have moved from the waitlist (order ref)".
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 email is titled "Request for payment (order ref)".
This is the email that is sent out when you choose to send a ‘pay by link’ email to make a payment.
The email contains...
Banner informing the guest of the amount they have to pay for the booking. The text colour and banner colour can be customised, it will be the "Info banner" that you will want to edit. View guide here.
If you have added an email template for pay by links, this will appear here. Please view how to create email templates here for more info.
Additional notes > if you have added a payment note when sending the pay by link, this will appear here. If you didn't add a payment note, this section won't appear on the email.
There is a button to select on to make the payment. When the guest selects on this they will be redirected to the payment page to enter their card details.
Items in the order along with the date, time and price.
Total price of the order
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
How to send a pay by link email?
On the order when you "Add payment" or select "Pay £___"...
There is a "Pay by link" option...
Once this is selected you can then enter in the email address and send the email to the customer. Please view the guide here on sending pay by links here for more info.
How to view a pay by link email that has been sent?
You can track pay by link emails that have been sent on the order by heading to the "Messages" tab. Here you will see if a pay by link email has been sent, it will be titled "Request for payment". You can click on this to view the email that was sent too...
Order cancellation email (charge and no charge)
This email is titled "Your booking has been cancelled (order ref)"
Order cancellation email (charge)...
The Order Cancellation (charge) email will display...
Cancellation banner. The text colour and banner colour can be customised. View guide here.
A section to let the customer know this is a cancellation with a charge.
Order ref
Date
Guests names
Total
Below this you will then have further text if you have added a message in template for an order cancelled email. View guide on email templates here.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
Order cancellation email (no charge)...
Cancellation banner. The text colour and banner colour can be customised. View guide here.
A section to let the customer know this is a cancellation with no charge.
Order ref
Date
Guests names
Total
Below this you will then have further text if you have added a message in template for an order cancelled email. View guide on email templates here.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
How to send an order cancellation email (charge and no charge)?
To send an order cancellation email you can head to the order that has been cancelled > head to the "Messages" tab > here you can choose to send "Cancellation (charge)" or "Cancellation (no charge)" > you can select either of these options > send email...
Once an order cancellation email has been sent you will then be able to view the email by selecting the email listed in the Messages tab on the order.
Booking cancellation email
This email is titled "Your item has been cancelled (order ref)"
When a guest cancels an item within an order via your shop front they will receive this email that highlights what item was cancelled in their booking.
View the guide here to see how to enable customer cancellation online for more info on setting this up.
The email will include:
Cancellation banner. The text colour and banner colour can be customised. View guide here.
A section to let the customer know this item has been cancelled.
Item in the order that has been cancelled
Price of item
Below this you will then have further text if you have added a message in template for a booking cancelled email. View guide on email templates here.
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
How to view if a booking cancellation email has been sent?
Booking cancellation emails cannot be sent manually. They can only be sent if a customer cancels the item online via their my account section. However, you will be able to see if a booking cancellation email has been sent by heading to the "Messages" tab in the order. Here you will see an email titled "Your item has been cancelled"....
Gift voucher email
This email is titled "Your gift voucher"
This is the email the recipient will receive when a gift voucher has been purchased and the voucher has been emailed to them.
As you can see the voucher email will contain:
Voucher image (if uploaded in the "shop image" section on your voucher type settings)
Voucher code
Expiry date (if there is an expiry for the voucher)
Custom message (if there is a custom message set, highlighted in green)
Amount on the voucher (only if it is a monetary voucher, free item vouchers don't display an amount)
Message to recipient (if you have set this up in your voucher type settings, highlighted in red)
'Use your voucher' button to take them straight to the shop front to use the voucher
Sign off depending on what you have selected as the sign off in the Email branding settings i.e. "Thanks, [Site name]"
PDF attachment - there will be a PDF attachment of the voucher too so this can be downloaded and printed if needed.
View the guide on creating voucher types here for more info.
View the guide on selling vouchers here for more info.
Set client password email
This email is titled "Set your password"
This email will provide a link for the customer to set their password. Once they select on "Set password", the customer will be redirected to the shop front where they can set their password.
How to manually send a setup password email?
Clients can set up their own account and password on the shop front. 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 do this by heading to Clients > select clients profile > "Details" section > "Send setup email’...
The fact the email was sent will also be displayed in the audit of the client profile too.
Once they have set their password the client will receive a password notification update email as confirmation. Select here for more info.
Reset password email
This email is titled "Reset your password"
This email will provide a link for the customer to reset their password. Once they select on "Reset password", the customer will be redirected to the shop front where they can reset their password.
How to manually send a reset password email to a customer as a user in Trybe?
To send a reset password email to a customer as a user in Trybe you can head to Clients > select clients profile > "Details" section > "Reset"...
The fact the email was sent will also be displayed in the audit of the client profile too.
If they do reset their password the client will receive a password notification update email as confirmation. Select here for more info.
Password updated notification
This email is titled "Your password has been updated"
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
This email is titled "There was a problem with your payment"
When a membership payment fails, the member will receive an email to let them know there was an issue with the payment.
Here they can select "Manage payment method" and this will take them to the shop front where they can change their payment method if needed. Please view the guide here regarding how clients can do this for more info.