With Punchpass you can send automated emails to customers about their passes, reservations, and appointments.
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These transactional emails are sent from Punchpass using the email address [email protected], [email protected], or [email protected], depending on the message. The messages will appear with your company name as the sender and the 'reply-to' as your company email address.
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This guide reviews the notifications that are sent from Punchpass and how to customize them.
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Navigate to Manage Settings > General Settings.
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The name and email address entered here are where automated transactional notifications from Punchpass and customer replies to emails will be sent. This includes when a customer responds to your automated email notifications and any emails you send to customers through Punchpass.
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You can turn on (and turn off) the reservation confirmation emails to the company address by navigating to Manage Settings > Online Reservations; make your selections and press Save.
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Please visit our guides on Managing Instructor Profiles and adding Instructors, Users, and Staff to your Punchpass account for more details.

Types of email notifications Instructors can receive:

Adding an email address to an Instructor account is optional.

If you add an email address in this section, and you have also elected turned on the option send notifications when a reservation is created in your Online Reservation settings, then the instructor will get an email every time someone makes a reservation or cancellation for one of their classes.
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If your instructors prefer not to receive an email then leave the email section blank.

Here are some other ways you can communicate with your customers:

Besides the class descriptions, there are other places in Punchpass you can add personalized messages to customers.

This is a listing of the various email notifications that Punchpass can send to customers, the company, and instructors.

Punchpass has the ability to send class reservation confirmations to the customer who made the reservation, the appropriate class instructor, and the business!
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Here's a little cheat sheet about how Punchpass communicates class reservations that have been made.

If a customer cancels a reservation we send the customer, the Instructor, and the company an email record of that cancellation. This also applies if you're using the Late Cancel feature.
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Receiving reservation canceled emails at the company address is optional, you can adjust this setting in Manage Settings > Online Reservations, scrolling down to the bottom of the page.
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When someone makes an online purchase with Punchpass, we automatically email the customer a receipt and send a purchase notification to the company email address.
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You can customize this message by visiting Manage > Settings > Customer Communications.
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Here's an example of a customer purchase receipt:
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The business notification for a purchase will look similar to this:
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When an Admin assigns a pass, ticket, or membership to a customer, you have the option to send a purchase receipt to the customer. A purchase notification will not be automatically sent to the company.

To track purchases made in Punchpass, please navigate to the Reports section of your account.

You can send customers automated emails telling them their membership has been renewed.
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Sending membership renewal receipts is an optional setting and applies to all memberships you offer.

To turn membership renewal receipts on or off, please navigate to Manage Settings > Customer Communications.
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This is how a Membership Renewal receipt appears to your customers:
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Save time and send automated emails to notify customers when their pass is about to expire.
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From Manage > Passes, you can opt into sending this email for all passes except those that:

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To customize the message that's sent when a pass is expiring soon, please visit Manage > Settings > Customer Communications.
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Here's an example of what this email looks like for customers:
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​Learn more about sending automated emails when a pass is about to expire here

If you're on the Banyan or Redwood plans, Punchpass lets you create a waitlist for any class.
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​This article explains how to turn waitlists on, how customers can be added to the waitlist (by themselves or you), and what happens when a spot opens up in class. We also list a few caveats and 'things to be aware of' when using waitlists in the guide too.

When a customer adds themselves to the waitlist for a class, customers will see a thank you page confirming their waitlist reservation and we send the business an email notification.
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Here's an example of the email notification we send to the business:

The automated emails use templates that allow you to edit the content of the email messages. Want to make Punchpass look and feel more like your brand? You can personalize the look and feel of your customer experience by adding a logo to your emails.
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When editing the automated messages, consider what extra information your customers might need.
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For in-depth details on setting up your templates, please visit our guide to customize the automated messages.
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You can send reminder emails to let customers know about their upcoming reservations and online class information. At this time, SMS and Push notifications are not supported.

​Reservation Reminder email (optional)
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You can elect to send customers a reservation reminder email 1, 2, or 3 days in advance on a class-by-class basis. The setting for the timing of these emails lives in Manage Settings > Online Reservations.
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For online classes, if a link has been added to the class, it will be provided in the reminder email.
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Here's an example of what the reservation reminder email looks like for customers:
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The Online Class Starting Soon email (automated)

For each class that you've turned into an online class using the Zoom integration and/or an online class using a manual link, email reminders with the link to join will be automatically sent out approximately 30 minutes before a session begins.
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Here's an example of what this email looks like for customers:

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Your customers will also find the links to join under the My Reservations section of their accounts too:
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Customer replies are sent to the company email address. Please see this section at the top of this article for guidance on setting up your company email address.

From the class details page, click on the three-dot icon next to the customer name and press the "Resend Email" button.

Punchpass doesn't send a company email when a new customer signs up for your studio, but you can track new customers (and send them an email) using in the New Customers report.
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There are a couple of things that might be happening, but if you have any doubts, please reach out to Support with the customer's name and email address.
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