Automated emails

Session automatically handles email communications with your customers and team. Getting the right emails to the right people - without any manual work - reduces no-shows, saves time on admin, and helps your team stay on top of what's happening.

What you can do with it

• Customise customer notifications - edit the subject and body of booking confirmations, cancellations, membership emails, and more to match your voice
• Send automated follow-ups - remind customers before their session and request a review after it ends, with no manual effort
• Alert your team - notify admins and staff about new bookings, cancellations, and membership sign-ups as they happen
• Let each team member set their own preferences - staff can mute categories they don't need from their own account, so inboxes stay manageable

Customer notifications

All customer notifications are on by default. Go to Email → Automated, pick a type, and edit the subject line and body to match your tone. You can also turn individual types off.

Editing an email

Open Email → Automated, pick any email, and click the pencil to edit it. Each email has three parts you control:

• Subject - the line customers see in their inbox.
• Content - a simple formatting editor. Select text to make it bold or italic, add a link, or start a bulleted list. You never need to write HTML.
• Reply-to - where customer replies go (optional). It defaults to your contact email, so replies reach you without any setup. Enter a different address to override it.

To include details that change per booking - like the customer's name or the session time - type a variable such as {{first_name}} or {{session_name}}. The available variables are listed under the content box, and Session fills them in when the email sends. Details like the date, time, spaces, total paid, and booking link are added to every email automatically, so you don't need to include them yourself.

Customer follow-ups

Go to Email → Automated and enable the follow-up types you want - session reminder, review request, or both. Then set the timing for each - for example, 24 hours before the session starts. Follow-ups send based on the session date, not the booking date, so they stay accurate if a customer reschedules.

Follow-ups have a few built-in limits so customers aren't over-emailed:

• Last-minute bookings skip the reminder. If someone books close to their session start, their booking confirmation already gives them the details, so we don't send a reminder right behind it.
• Review requests are capped at once every 90 days per customer. Your regulars won't be asked for a review after every single visit.
• Customers can opt out of review requests. Every review request includes an unsubscribe link. It only stops review requests - booking confirmations, reminders, and other essential emails keep coming. Confirmations and reminders themselves can't be unsubscribed, because they're essential booking information.

Team notifications

Go to Email → Automated and enable the global notification types you want. Any admin or staff member can go to My account → Notification preferences and mute categories they don't need. Admins can also adjust preferences on behalf of team members from Settings → Team - open the edit panel for any member to view and change their settings.

There are four types:

• New bookings - a customer makes a new booking
• Cancellations and reschedules - a customer cancels or changes a booking
• Memberships and purchases - a new membership, bundle, or gift voucher purchase
• System alerts - events that need admin attention (cannot be muted)

Troubleshooting

1. Team members aren't receiving notifications. Check that the category is turned on in Emails → Automated, and that the individual hasn't muted it in their account.

2. A customer email looks wrong. Go to Email → Automated, find the type, and check the subject and body. Changes apply to all future sends.

3. A {{variable}} showed up literally in a sent email. The name doesn't match one Session recognises - only the variables listed under the content box are filled in. Check the spelling and the double curly braces, and avoid formatting part of a variable (bolding just first inside {{first_name}} breaks it).

4. Follow-ups aren't sending. Confirm the type is enabled and the timing is set. Follow-ups only send for sessions booked after you turned them on. Reminders are also skipped for last-minute bookings (the confirmation covers them), and a customer won't get a repeat review request within 90 days or after they've unsubscribed from review requests.