Configuring Trafft


Email Notifications

Email Notifications

The main method of notifications in Trafft is Email Notifications. They are used to inform your customers and employees about new appointments, rescheduled appointments, canceled or rejected appointments, and appointment reminders or follow-ups.

To access Email Notifications templates, click on the “Gear” icon, in the top right (the Settings icon), and then expand the Email Notifications section, and click on Email Notifications. You’ll land directly on the To Customer templates.

There are two types of email notifications:

  1. Action-triggered notifications, which are triggered when an action is completed. These actions are “Appointment Booked”, “Appointment Rejected”, “Appointment Canceled”, “Appointment Status Changed”, and “Appointment Rescheduled”
  2. Scheduled notifications, which are triggered based on the defined time before or after an appointment. These scheduled notifications are Reminder and Follow-up email templates.

All email templates allow 3 Cc and 3 Bcc emails to be added, so the emails are sent to these additional email addresses.

By default, all templates except for Birthday Greeting are enabled but once you click on a template you will see a toggle button next to the template name (above the Subject) to disable the template if you don’t want this email to be sent.

There are 6 notification templates that are “shared” between Customers and Employees. They need to be configured separately (since you probably don’t want the same email to be sent to the employee and the customer):

  • Appointment Approved
  • Appointment Pending
  • Appointment Rejected
  • Appointment Canceled
  • Appointment Rescheduled
  • Appointment Reminder

Additional (default) notification templates for the Customers are:

  • Appointment Follow Up
  • Birthday Greeting
  • Coupon Code
  • Appointment Invoice

We will go through each of these notification types in detail below.

Please note: if you want to create more notifications and customize them to your liking even more, you can do that by enabling the Custom Notifications feature.

Appointment Approved

This template will be sent when the appointment status is set to “Approved”. In order for this template to be sent as soon as the booking is made, the Default Appointment Status needs to be set to Approved in the General Settings of Trafft. If the default status is set to “Pending”, this notification will be sent after the appointment’s status is changed to Approved on the Appointments page. This notification is available for customers and employees, but they can be disabled by toggling the button above the Subject of the template.

Appointment Pending

If the Default Appointment Status in General Settings is set to Pending, this notification will be sent as soon as the appointment is booked. Just like the Appointment Approved, this notification exists for both customers and employees, and you can toggle the slider above the Subject of the template in order to disable it.

Appointment Rejected

There are many reasons why you would want to reject an appointment. This template serves the purpose of informing the customers and the employees that the appointment has been rejected.

Changing the status of the appointment to “Rejected” in the Appointments section will automatically trigger this notification (if it’s enabled) for both the customer and the employee.

Appointment Canceled

Even though similar to “Appointment Rejected”, the Appointment Canceled email template is a bit different. Customers are able to cancel their appointments (1)through the appointment cancelation placeholders added to “Appointment Approved” and/or “Appointment Pending” email templates, or (2)through their customer profile (if the customer is a registered user who can log into their profile on your Booking Website). If they cancel the appointment, this notification will be sent to the customer who canceled their appointment, and the employee (if they are both enabled, of course).

You can also cancel the appointment from the Appointments section, by simply changing its status. The idea behind leaving this status for the back-end is simple – a rejected appointment may be triggered by the customer’s bad behavior in the past, or by them not being able to pay until a deadline while an appointment can be canceled due to unforeseen circumstances – like the employee getting sick, and no one’s there to cover the appointment.

Basically, it’s up to you to choose the status in the back-end, and it’s your choice what these templates will say, and whether will they even be enabled.

Appointment Rescheduled

If you change the appointment’s date and/or time, the Appointment Rescheduled notification will be sent.

Including the appointment rescheduled email placeholders in the “Appointment Approved” and/or “Appointment Pending” email templates, your customers are able to reschedule their appointments. Registered customers are also able to reschedule by logging into their customer profiles on your Booking Website.

Appointment Reminder

This is one of the default notification templates which is used to remind your customers and employees that there’s an appointment coming up. This can drastically reduce no-shows for your appointments.

Below the template’s Subject, you’ll see the “Before Appointment” drop-down where you choose the time before the appointment when this notification will be sent. By default, it’s set to “1 day”, so if there’s an appointment for December 2nd, at 12:00, this email will be sent on December 1st, at 12:00.

The shortest interval is “30 minutes” and the longest interval is “1 week” before the appointment.

Appointment Follow Up

Do you want to hear back from the customer after the appointment? The Appointment Follow Up template is here solely for that reason.

You can use it to thank your customer for choosing your business or you can provide some additional information, invite them to the next treatment, or ask for a positive review. This approach drastically improves the number of returning customers! Below the Subject line, you will see an option “After Appointment” where you can choose the time after the appointment ends when the email will be sent.

The shortest interval is “30 minutes” and the longest interval is “1 week” after the appointment.

It’s the first default email template that exists only for customers. Don’t worry, though – if you want to send a follow-up email to your employees as well, simply enable the Custom Notifications feature, and configure a new notification for the employee.

Birthday Greeting

This notification is disabled by default, so in order to use it, you need to enable it by switching the slider on top, next to the title of the template.

It is also only available for the customers and it’s mainly used to wish your customers a happy birthday and maybe provide them with special offers for this occasion.

To be able to send this email, the customers need to have the Date of Birth field in the customers’ profile filled. Below the Subject line, you will see the “Scheduled For” dropdown that can be used to set a time of the day when the email will be triggered on a customer’s birthday. By default, it is set to 17:00 (5 pm).

Have more questions?

If you face an issue, and cannot find an answer in the documentation, feel free to submit a support ticket!