Setting up Emails
The base system of Udio has an automated inbuilt email system that allows you to send mass emails to customers as well as set up automated emails that trigger after certain events.
There are three sections to email that can be found in 'settings' in the left-hand menu under 'emails & notifications', and they are:
- Configure Events
- Email Templates
- Send Emails
You might need to update your login permissions to access email:
- Go to the 'settings' tab
- Under 'users' click 'configure login permission groups'
- Click 'administrators', scroll down to 'events: manage notification settings' and make sure it's ticked
Configure Events
Udio has many different EVENTS that can trigger an email to the customer; it then records the event activity on the 'people' page or 'activity report.
You can create emails for all or some of these events, and separate ones for different facilities, such as the Welcome email. Each trigger includes a short description..
Origin Fields
Some of the emails have an 'origin' drop-down. This field allows you to customise the message, depending on who initiates the action. For example, if the customer paid the invoice themselves, you can set up an 'origin - customer' template and send a 'thank you' email. But if the customer paid over the counter you can just send a payment receipt.
Emails can be broken down for each specific course (some examples are shown below):
Bookings: First Booking in Course
When a customer is booked into a course for the first time (including promotion to the next course), you can trigger an email and include things like specific course information, items to bring and booking information.
Bookings: First Booking in Facility
When a customer comes across from one of your other facilities, you might want to direct specific information about your business. This email will only be sent out once with the subject like: Welcome to {{ account }} {{ facility }}
Bookings: New Free Booking
This email is for free single bookings, i.e. assessments.
Bookings: New Regular Booking
Use this email in conjunction with 'First Booking in Course' template or if you don't want to create a specific course email, you can use this template as your booking confirmation.
Bookings: New Voucher Booking
Generates an email when a customer books a make-up, free trail or school holiday program.
Bookings: Provisional Booking Timeout
An event will be triggered when a customer starts a booking in the Customer Portal but doesn't complete it.
Bookings: Regular Booking Moved
Generates email triggered when a customer moves a booking (day/time/course)
Bookings: Regular Booking has been Cancelled
Triggered when a regular booking is removed
Bookings: Unable to Attend
When the cancel function in Udio or 'Unable to attend' in the Portal is activated, this will trigger an email.
Bookings: Voucher Booking Moved
Triggers a confirmation email when a customer moves a make up, free trail or school holiday program booking.
Bookings: Missed 2 / 3 / 4 / 5 Bookings
Triggers an email when a student has missed lessons.
Financial: Automatic Payment Failed
Triggers email when DirectDebit payment fails.
Financial: Invoice Fully Paid
Sends out individual payment emails for each invoice. Use 'Payment successful' to send one message per payment.
Financial: Invoice Cancelled
When the 'new invoice trigger' is active (New Invoice event - see below). Activating 'invoice cancelled' trigger is recommended best practice. It will assist in reconciling the account.
Financial: New Invoice
Sends a new invoice to all accounts, including those already paid by automatic payment (payment receipts are sent with a separate trigger)
Financial: Payment Method added
Trigger an email when a customer adds a payment method ie: confirmation of payment method update, or send a copy of your terms & conditions
Financial: Payment Method removed
Use this event to assure customers that they have successfully removed their payment method.
Financial: Payment reversed
Triggered when payment is reversed by a staff member, providing your customer's peace of mind.
Financial: Payment successful
Every time a payment is made, Udio will trigger an email with a conditional message / email. Use the ORIGIN selector (automatic, customer, staff member) and customise the email for each of the payment origins ie customer pays over the counter - email is sent with a message 'did you know you can set up Direct Debit via your Customer Portal'.
Financial: Payment used outstanding Credit
Triggers an email when a credit redemption is used as part payment.
Financial: Invoice outstanding (1, 3, 7, 14 and 30 days)
Notifies customer that they have an outstanding invoice
General: Achievement completed
This is triggered for every achievement assigned to the customer. If a student receives more than one achievement per session, you don't want to inundate them with multiple emails. To make sure only one email is sent, set a 'delay' timer when creating the email template.
For example:
- Create the email with a delay of one hour (should be longer than a usual session)
- The Session starts
- An achievement is assigned and recorded in the activity but the email is not sent.
- Another achievement is recorded, again the email is not sent
- Session ends
- One hour after the last achievement is assigned only one email is sent.
In the email template. use the template tag 'person achievements (for recipient, for last day)' and this will list all the achievements from that one session
General: Course completed
Email is triggered when a student completes a course. Like with the 'achievement completed', you can set a delay to send only one email.
General: New Customer
This is triggered when a family is created in either Udio or the Portal.
General: Online Signup of Existing Customer
Only triggered when an existing customer signs up for a customer portal.
Important: Email address Confirmation
This asks the user to confirm the email address entered during initial online sign-up or in Udio.
Important: Online Password Reset
Sent when a customer tries to reset the password. Allows you to enter your contact information in case they have trouble.
Important: Qualification expiring
This is for qualifications which trigger an email 30 days before the expiry date.
Waiting List: Customer Added
This lets the customer know that they have been added to the waiting list for a particular course.
Waiting List: Customer Deleted
This lets the customer know that they have been removed from the waiting list and gives them options to re-add themselves.
Waiting List: Customer Invited
This event is triggered when a spot opens up for the desired course and the customer is invited to join by the staff member.
Email Templates
Use email templates to set up a template that you are manually activating, either individually or as a group email.
- Go to 'email templates' under 'email & notifications' and click on the 'new template'
- Add a template name and email subject, followed by your email body
- You can include any links to websites and tags from the list
- Once created, click 'preview' to see how the customer will view it
These templates can then be sent from the customer's people page or in bulk under 'send emails'
Send Bulk Emails
Before you start, make sure you have created the template for the email you want to send.
- Click on 'send emails' under 'emails & notifications' and then 'send emails' again on the next page which shows all completed and cancelled emails.
- Select the relevant email template, update the event type (general information, important or marketing) and who to send to if required, then click 'proceed'
- Click on the magnifying glass and select your filters, update and click 'filter'
- Scroll to the bottom of the page to continue and click 'proceed'
- The next page allows you to check the information one last time
- To avoid sending thousands of emails in error, we require you to enter the number of email recipients you are about to send to
- You will now have a paginated view of all emails send via mass email, including the number of recipients and the status (completed, running, cancelled)
Cancel Bulk Emails
If you have sent mass emails in error or decided to cancel it, you can - if a mass email is still ongoing, clicking the 'cancel' button will stop it.
Opt Out Management
You can manage your customer's emails opt-outs from the email editing page on the person details page (when you click on the curved icon next to the email address).
Activity Logs
There are two places to view all the customer's events and activity.
- Click on 'Activity' on the person's details page or 'All Activity' in the 'Reports section'.
- In those sections, you can see all the events that happened for a particular person or everyone in your database.
- For each event, you can also see if emails were sent and to which email address.
- If a customer asks you to resend a payment receipt or send an email to a different address, you can do so with the activity list by clicking the email link under 'actions'.