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Which Automated Email Templates are Available?

IN BRIEF
Automated email templates in iClassPro are prebuilt messages sent when specific actions occur, such as new enrollments, payments, or cancellations. These templates are organized by source: iClassPro, Customer Portal, and Autopilot.

Overview

Automated emails are messages automatically sent by iClassPro when specific events occur—such as when a customer creates a new account, creates an enrollment or booking, or an enrollment request is approved by a staff member.

These templates save time and ensure customers receive consistent communication without requiring manual follow-up.

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Accessing the Feature

  1. Navigate to SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES.
  2. Templates are divided into four sections:

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Available Templates

iClassPro

  • Appointment Booking Request Approved - Sent when a staff member approves an appointment booking request from Online Activity. Includes appointment details.
  • Appointment Booking Request Denied- Sent when a staff member denies an appointment booking request from Online Activity. Includes appointment details.
  • Appointment Cancellation - Appointment cancellation notice.
  • Appointment Followup - Sent to follow up with the customer after a booking has been attended.
  • Appointment No Show - Sent when student is marked absent for an appointment.
  • Appointment Reminder - Appointment reminder sent based on setting.
  • Appointment Rescheduled - Appointment rescheduled notice.
  • Autopay Declined - Sent to customers when a payment is declined in the Office Portal from a staff-initiated task using saved payment information that is authorized for recurring billing.
    • NOTE: A staff-initiated task would include: manual payments from the family ledger, Point of Sale purchases, Autopilot-initiated payments, and the TRANSACTIONS>PAYMENTS task (if the option to "Email Failed Payment Notifications" is enabled).
  • Autopay Receipt - Sent to customers via TRANSACTIONS>PAYMENTS when autopay is successful (if the option to "Email Receipts For Successful Payments" is enabled). The contents of this template will be the body of the email sent with a .pdf receipt attached.
  • Camp Canceled - An email that can be sent to families upon camp cancellation.
  • Camp Enrollment Request Approved - Sent when a staff member approves a camp enrollment request from Online Activity. Includes camp details.
  • Camp Enrollment Request Denied - Sent when a staff member denies a camp enrollment request from Online Activity. Includes camp details.
  • Class Canceled - An email that can be sent to families upon class cancellation.
  • Class Drop Enrollment - Sent when a staff member drops a class enrollment. Includes enrollment details.
  • Class Drop Enrollment Approved - Sent when a staff member approves a request to drop a class enrollment from Online Activity. Includes enrollment details and drop date.
  • Class Drop Enrollment Denied - Sent when a staff member denies a request to drop a class enrollment from Online Activity. Includes enrollment details.
  • Class Drops for Account Balance - Sent when a class is dropped due to failed payment. Includes enrollment details.
  • Class Enrollment Request Approved - Sent when a staff member approves a new class enrollment request from Online Activity. Includes enrollment details.
  • Class Enrollment Request Denied - Sent when a staff member denies a new class enrollment request from Online Activity. Includes enrollment details.
  • Class Opening Available - Sent when the "Notify Family of Waitlist Opening" action is performed.
  • Class Transfer Enrollment Approved - Sent when a staff member approves a class transfer request from Online Activity. Includes enrollment details.
  • Class Transfer Enrollment Denied - Sent when a staff member denies a class transfer request from Online Activity. Includes request details.
  • Class Transfer Enrollment Processed - Sent when a staff member manually transfers a class enrollment. Includes enrollment details.
  • Camp Waitlist Approved - Waitlisted camp has been approved and converted to an enrollment. Automatically sent when the "Approve Camp Waitlist Enrollment" action is performed.
  • Class Waitlist Approved - Waitlisted has been approved and converted to an enrollment. Automatically sent when the "Approve Class Waitlist Enrollment" action is performed.
  • Confirmation of Staff Opt-In for Recurring Payment - An email sent to customers whenever a staff member enables the 'This payment method is authorized for recurring billing' option.
  • Confirmation of Staff Opt-Out for Recurring Payment - An email sent to customers whenever a staff member disables the 'This payment method is authorized for recurring billing' option.
  • Consecutive Unexcused Absences Email - Email sent when a student exceeds a specified number of consecutive unexcused absences.
  • Family Policy Acceptance Link - Sent on-demand from POLICIES tab in the family details view to provide a link to the mobile app or Customer Portal to view and accept missing required policies.
  • Instructor Substitutions (To Families) - An email that can be sent to families upon instructor substitutions.
  • Instructor Substitutions (To Staff) - An email that can be sent to staff members upon instructor substitutions.
  • New Appointment - Sent when a staff member creates an appointment booking. Includes booking details.
  • New Camp Enrollments - Sent when a staff member creates a camp enrollment. Includes enrollment details.
  • New Class Enrollments - Sent when a staff member creates a class enrollment. Includes enrollment details.
    • This email will also be triggered whenever a Punch Pass is redeemed, noting that a Single Day enrollment was created via Punch Pass. (NOTE: "Single Day" will be replaced with whichever “Single Day Enrollment Label” is selected under SETTINGS>SETUP>CLASS SETTINGS>GENERAL CLASS SETTINGS.)
  • New Makeup Token Created - Sent to a customer when a new makeup token is manually created for a student.
  • Payment Returned - Sent to customers when returned/NSF is detected from the gateway.
  • Point of Sale Receipt - Template used when emailing a receipt from the Point of Sale after a successful purchase.
  • Policy Update - Sent on-demand from family and student policies section to provide a link to the mobile app or Customer Portal to view and accept updated policies.
  • Punch Pass Low - Sent when punches remaining for a punch pass falls below a specified level.
  • QR Code - Email that family receives when "Email QR Code" action is performed.
  • Welcome Email - Sent on-demand from the DETAILS page of the family account that contains information for your new families. Can also be sent when creating a family via the NEW FAMILY WIZARD.

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Customer Portal

  • Appointment Booking (Approved) - An email sent to customers for each appointment booking processed through the mobile app or Customer Portal. Includes the booking details and a transaction summary from checkout.
  • Appointment Booking Canceled - An email sent to customers to confirm the cancellation of an Appointment via the Customer Portal. Includes the booking details.
  • Appointment Booking (Request) - An email sent to customers for each appointment booking processed through the mobile app or Customer Portal that was submitted as a request. Includes the booking details.
  • Appointment Booking Rescheduled (Approved) - An email sent to customers to confirm that an Appointment was rescheduled via the Customer Portal. Includes the booking details.
  • Appointment Booking Rescheduled (Denied) - An email sent to customers for each rescheduled appointment booking that was denied. Includes the original appointment details.
  • Appointment Booking Rescheduled (Request) - An email sent to customers for each appointment booking rescheduled via the mobile app or Customer Portal that was submitted as a request. Includes the booking details.
  • Camp Enrollment (Approved) - An email sent to customers for each camp enrollment processed through the mobile app or Customer Portal that was automatically approved. Includes the enrollment details and a transaction summary from checkout.
  • Camp Enrollment (Requested) - An email sent to customers for each camp enrollment processed through the mobile app or Customer Portal that was submitted as a request. Includes the enrollment details.
  • Class Enrollment (Approved) - An email sent to customers for each class enrollment processed through the mobile app or Customer Portal that was automatically approved. Includes the enrollment details and a transaction summary from checkout.
    • This email will also be triggered whenever a Punch Pass is redeemed, noting that a Single Day enrollment was created via Punch Pass. (NOTE: "Single Day" will be replaced with whichever “Single Day Enrollment Label” is selected under SETTINGS>SETUP>CLASS SETTINGS>GENERAL CLASS SETTINGS.)
  • Class Enrollment (Requested) - An email sent to customers for each class enrollment processed through the mobile app or Customer Portal that was submitted as a request. Includes the enrollment details.
  • Customer Portal Order Confirmation - Order confirmation sent to customers when purchasing point of sale items.
  • Gift Certificate Purchase Receipt - Receipt sent to customers when purchasing a gift certificate.
  • Gift Certificate Recipient - Email sent out to recipient when a gift certificate is purchased for them as a gift.
  • Notification of Appointment Booking - An optional email sent to the location email address for new appointment bookings in that location made via the Customer Portal.
    • NOTE: Both "Auto Approve Appointments" and "Send Email Notification Upon Auto-Approved Appointment Booking To Email Address Of Appointment Location" must be enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>APPOINTMENT REGISTRATION>GENERAL APPOINTMENT SETTINGS to trigger this email.
  • Notification of Appointment Cancellation - An optional email sent to the location email address for appointment bookings in that location that have been canceled via the Customer Portal.
    • NOTE: Both "Allow Customers to Cancel Appointments" and "Send Email Notification Upon Auto-Approved Appointment Cancellation To Email Address Of Appointment Location" must be enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>APPOINTMENT REGISTRATION>GENERAL APPOINTMENT SETTINGS to trigger this email.
  • Notification of Appointment Reschedule - An optional email sent to the location email address for appointment bookings in that location that have been rescheduled via the Customer Portal.
    • NOTE: Both "Allow Rescheduling" and "Send Email Notification To Email Address Of Appointment Location" must be enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>APPOINTMENT REGISTRATION>GENERAL APPOINTMENT SETTINGS to trigger this email.
  • Notification of Camp Enrollment - An optional email sent to the location email address for new camp enrollments in that location made via the mobile app or portal. 
    • NOTE: “Send email notification upon auto-enrollments or request enrollments to email address of camp location” must be enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>CAMP REGISTRATION SETTINGS to trigger this email.
  • Notification of Class Enrollment - An optional email sent to the location email address for new class enrollments in that location made via the mobile app or portal. 
    • NOTE: Both "Auto-approve requests (live enrollments)" and “Send email notification upon auto-enrollment or request enrollments to email address of class location” must be enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>CLASS REGISTRATION SETTINGS to trigger this email.
    • This email will also be triggered whenever a Punch Pass is redeemed, noting that a Single Day enrollment was created via Punch Pass. (NOTE: "Single Day" will be replaced with whichever “Single Day Enrollment Label” is selected under SETTINGS>SETUP>CLASS SETTINGS>GENERAL CLASS SETTINGS.)
  • Opt-In Confirmation for Recurring Payment - An email sent to customers when they opt in to recurring payments.
  • Opt-Out Confirmation for Recurring Payment - An email sent to customers when they opt out of recurring payments
  • Payment Receipt - The text in this template will be the body of the email sent with a .pdf receipt attached.
  • Point of Sale Gift Recipient - Email sent out to recipient when a point of sale item is purchased for them as a gift.
  • Welcome Email - Sent to a customer when they create a brand new account from the Customer Portal/Mobile App.

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Autopilot

  • Charge Due in X Days Notification - Email sent to customers who have a charge on their ledger with a due date in in the next "X" days.
  • Dropped Enrollment with No Follow Up - Email sent to customers who have dropped a previous active enrollment who do not have a current or future enrollment within "X" days of the drop.
  • Family Account Created with No Enrollments - Email sent to customers who have created a family account via the Customer Portal/Mobile App, but have not created any enrollments.
  • Family Required Policy Acceptance Link - Sent from autopilot to provide mobile app or customer portal link to view and accept missing required policies.
  • First Class Enrollment Follow Up - Email sent to customers 'X' days after the start date of their first-ever enrollment.
  • Future Birthday Notification - Email sent to families who have one or more student(s) with a birthday exactly 'X' days from the current date.
  • Invalid Payment Information - Email sent to customers when their payment method is marked "invalid" in the database.
  • Overdue Balance Notification - Email sent on the Xth of every month to customers with an overdue balance.
  • Party Follow Up - Email sent to customers 'X' days after the date of a party booking
  • Payment Method Expiring - Email sent to customers when their payment method is due to expire in the current month.
  • Send Communication Before First-Ever Active Class Enrollment - Sent to families before the start date of their first-ever Active enrollment in a class.
  • Trial Enrollment Follow Up - Email sent to customers who have had a trial enrollment who do not have a current or future enrollment within "X" days of the trial.
  • Upcoming Anniversary Charge Notification (Family) -  Notifies families of upcoming anniversary charges (per-family fee structure).
  • Upcoming Anniversary Charge Notification (Student) - Notifies families of upcoming anniversary charges (per-student fee structure).
  • Waitlist Offer - Email sent to a family when a spot becomes available for a class they are waitlisted for.

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Troubleshooting & FAQs

  • Why didn’t a customer receive an automated email?
    • Check that the customer’s email address is valid and that the triggering action (such as enrollment approval) occurred successfully.
    • For enrollment-related emails, ensure that the option to "Send Enrollment Notification Email" was enabled if the enrollment was created by a staff member in the Office Portal.
  • Can I edit the content of these automated templates?

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Need more assistance?

Customer support is available at 1-877-554-6776 Mon - Fri, 9 am to 9 pm (CT) and Sat, 9 am to 6 pm (CT).