System Email

Kathryn Hamilton
Kathryn Hamilton
  • Updated

Overview: What are we talking about?

Gingr sends a variety of system-generated emails to your customers, each of which can be turned on or off by your business, and have customizable templates. These communications can include reservation and appointment communications, invoices, and report cards. This article will cover how to configure your app to send system-generated emails.

 

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Related Articles:


Helpful Hints: 
Before you begin.

  • In Gingr, there are several types of automated communications, from reminders to invoices, and much more. You can customize which messages are sent by Gingr and what they say.

  • You can customize which messages are sent from the System Email Templates.

  • Before we get started, take some time to think about what kind of messages you want to send to your customers. Then carefully review and configure each of the settings described below.

 

How to: Configure Email System-Wide Settings.

There are a couple of System SMS settings that affect all locations in your app. These settings can be found by navigating to Left-hand Navigation: Admin » System Email.

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To change the status of a system-wide setting, click the toggle to move the setting into the desired position. Changing the position of a setting immediately changes the function of the setting. The system-wide Email settings include:

 

Setting Behavior Helpful Hint
Default manual confirm

Auto enables the "Confirm for Customer" checkbox when making a reservation for a customer. Sends reservation confirmation email template when enabled.

 
Email template button color Change the color of the email template button.  
Email template signature Text entered here will display at the bottom of all customer-facing, automated emails.  
Global email on Allows emails to be sent from Gingr. To prevent Emails from leaving your app before configuration is complete, keep this setting disabled until you've customized all Email templates.
Send employee schedule publish email Automatically email staff when a new employee schedule is published. This setting requires that your app utilize Employee Scheduling. Visit this article to learn more.

 

How to: Customizing Email Templates

There are several Email templates that can be sent from Gingr either automatically or at will by a user with the appropriate group permissions. These templates can be customized by navigating to
Left-hand Navigation: Admin » System Email
  1. Locate the email template you want to edit and click the Pencil icon.

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  2. Input the Reservation Type(s) for which you would like this email to be sent. If a Reservation Type isn't listed here then emails will not go out to customers who have made reservations of that type. 

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  3. Edit/write the text of this email and input allowable variables. Use the Field Guide below to learn what each variable means.

    Screen_Shot_2020-03-13_at_10.44.01_AM.png

  4. Optionally, enter custom text to display in the email template's {action_url} button. If no text is entered here, the system will use the app's default text for the button. You can find each email template's button default text in the below table, in the row for {action_url}.
  5. Click the Save button.

Email Variables
 


Email templates may contain variables. Variables are the phrases contained within { }. Variables are translated into the appropriate information when emails are sent to your customers. 
Important! Only the variables listed at the top of an Email template can be used in that template. 
 
 
Email Variable Field Guide
 
Variable Translates As Helpful Hint
{first_name}  first name of the customer  
{last_name} last name of the customer  
{animal_name} the pet's name  
{start_date} the start date and start time of the reservation  
{end_date} the end date and end time of the reservation  
{reservation_type} the name of the reservation type   
{services} any additional services and service options that have been added to the reservation  
{vaccination_expiration_date} a list of the pet's required vaccinations and their expiration dates  
{location_name} the name of your business as set in your Location settings  
{location_address_1} the first line of your location's address as set in your Location settings  
{location_address_2} the second line of your location's address as set in your Location settings  
{location_city} your location's city as set in your Location settings  
{location_state} your location's state or region as set in your Location settings  
{location_zip} your location's zip or postal code as set in your Location settings  
{location_phone} your location's phone number as set in your Location settings  
{location_fax} your location's fax number as set in your Location settings  
{location_email} your location's email address as set in your Location settings  
{location_hours} your location's hours as set in your Location settings  
{total_cost} a total for the reservation not including automated discounts or services added. We recommend not using this variable if you have automated discounts set up in your app
{opt_out_url} a hyperlinked web address the customer can click to opt themselves out of further automated emails  
{action_url} Varies depending on the email or SMS the variable appears in:
  • new reservation email/SMS: a button/link for the customer to view the reservation details
    Email button default text: "View Reservation"
  • employee to-do email: a link the employee can use to login to Gingr
  • report card email: a button for the customer to view their pet's report card
    Email button default text: "View Report Card"
  • vaccination expiration email: a button for the customer to log in to the app
    Email button default text: "Login Now"
  • checkout email/SMS: a button/link for customers to view a reservation's invoice and report card/s
    Email button default text: "View Invoice / Report Cards"
  • confirmation request Email/SMS: a button/link for customers to confirm a reservation
    Email button default text: "Confirm Reservation"
  • password reset email/SMS: a button for the customer or employee to update their password
    Email button default text: "Set Password"
  • reservation confirmation email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • reservation cancellation email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • employee notification email/SMS: a link for employees to login to Gingr
  • reservation edited email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • registration email: a button for the customer to log in to the app
    Email button default text: "Login Now"
  • invoice email: a button for the customer to view their invoice
    Email button default text: "View Invoice"
  • reservation rejection email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • ready for pickup email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • deposit email: a button for customers to pay their deposit (requires Gingr's integrated credit card processing)
    Email button default text: "Pay Deposit Online"
  • new appointment email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • wait list email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • email address confirmation email: a button for the customer to go adjust their communication preferences
    Email button default text: "Manage Communications"
  • reservation checked in email: a button for the customer to view the reservation
    Email button default text: "View Reservation"
  • reservation estimate email: a button going to the reservation's estimate
    Email button default text: "View Estimate"
  • deposit collected email: a button going to the deposit invoice
    Email button default text: "View Deposit Invoice"
 
{cancel_url} a button the customer can click to cancel their reservation  
{confirm_url} a button the customer can click to confirm their reservation  
{cancellation_reason}  inputs the cancellation reason chosen when the reservation is canceled or rejected  
{total} the total amount of an invoice (add a dollar/currency sign before this variable; e.g. ${total})   
{deposit_amount} the total amount for a reservation's required deposit  
{paid_amount} the amount a customer has already paid for a reservation's required deposit  
{balance_remaining}  the unpaid amount for a reservation's deposit  
{report_card_title} *this variable is not currently in use - do not use it*  
{reservation_type_custom_text}
 
the custom email text you created for this reservation type/ service when you configured the reservation type/ service. For more information on setting this up, see this article To set up this custom email text: Navigate to Left-hand Navigation: Admin » Reservation Types and Services Configuration » Edit a reservation type and modify the "Email Custom Text » Email Custom Text field
{created_at} the date and time a report card or employee notification was created  
{username} the name of the employee being emailed  
{subject} the subject/s of employee notifications being emailed about   
{task}  the name of a task added to an employee's individual To-Do list  
{estimate_url} in any reservation-related email template, you use this variable to input a link to the reservation's estimate. {action_url} is used to input a link to the estimate in the Reservation Estimate email template. {estimate_url} is used in other reservation-related templates.
{service_dropoff_times} in appointment-based services, you use this variable to add the drop-off times for that service.  These times are input on the service: Left-hand Navigation: Admin » Reservation Types and Services Configuration
{class_name} displays a group class name  
{class_description} displays the description for a group class (including text formatting and images)  
{package_name} displays the name of the package  
{package_price} displays the price of the package  
{class_dates} displays a bullet-pointed list of all class dates, including start and end times  
{first_class_start} displays the first class's date and start time  
{last_class_end} displays the last class's date and end time  
{current_balance} This variable displays the dollar amount of the customer’s balance, indicating whether the balance is a credit or money owed. E.g. “$100.00 credit” and “$100.00 owed”

 

Email Templates Field Guide

Reservation Email Template

Email Behavior Variables
Send Reservation Survey Email Sends an email with a survey to your customers after they check out. For more information on this, see this article. {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {reservation_type_custom_text} {current_balance}
Reservation Checked In Email Sends an email to your customers when their reservation checks in.
 
 
{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {current_balance}
New Reservation Email

Sends customers an email when a new reservation is created from the business side of Gingr from the new reservation page (not a reservation request from the customer portal).

If the Reservation Confirmation Email is on for the selected reservation type and you confirm the reservation at the time of booking, ONLY the Reservation Confirmation Email template will send. 

{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {current_balance} {reservation_dropoff_times}
New Appointment Email Sends customers an email when a new reservation is created from the business side of Gingr from the new appointment page (not an appointment request from the customer portal). {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {current_balance}
Reservation Edit Email Sends customers an email when an existing reservation is edited. {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {current_balance} 
Reservation Checkout Email Sends an email to customers whenever one of their pet’s reservations checks out. {first_name} {last_name} {animal_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {reservation_type} {start_date} {end_date} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {action_url} {current_balance}
Reservation Confirmation Email

Sends an email to customers whenever their pet's reservation is confirmed.

If both the New Reservation template and the Reservation Confirmation Email are on for the selected reservation type and you confirm the reservation at the time of booking, ONLY the Reservation Confirmation Email template will send. 

{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {vaccine_expiration_date} {reservation_type_custom_text} {current_balance}
Reservation Cancelation Emails (click the Pencil icon to see all email options)  
  • Send Reservation Cancelation Email: Automatically email customers after reservation cancelation. Will also send if you reject a reservation from the waitlist if the customer also received the Waitlist Email.
  • Send Same Day Standing Cancelation Email: Automatically email customers when a standing reservation is canceled.
  • Send Waitlist Automatic Cancelation Email: Automatically email customers when a waitlisted reservation is canceled.
{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {cancellation_reason} {vaccine_expiration_date} {current_balance} 
Reservation Request Rejection Email Sends an email to customers whenever one of their reservation requests is rejected by your facility from the "Requested" tab of the Dashboard. Will also send if you reject a reservation from the waitlist only if the reservation is created by the customer and the Waitlist email is not enabled. {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {cancellation_reason} {vaccine_expiration_date} {current_balance}
Reservation Reminder Email Triggered automatically at a set number of minutes before a reservation's start time. This is configured for each reservation type from Admin » Reservation Types and Services Configuration. See more information on setting this up below.  {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {reservation_url} {cancel_url} {estimate_url} {reservation_type} {reservation_type_custom_text} {services_custom_text} {action_url} {current_balance}
Group Class Enrollment Email Sends customers an email when they are enrolled in a group class.  {first_name} {last_name} {animal_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {class_name} {class_description} {reservation_type} {package_name} {package_price} {first_class_start} {last_class_end} {class_dates} {current_balance}
New Standing Reservation Email  

Sends an email to your customers when the client is set up with a standing reservation by the business. 

 

{first_name} {last_name} {animal_name} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {vaccine_expiration_date} {current_balance}
New Waitlist Email Sends an email to a customer when they have a newly waitlisted reservation. {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {current_balance}
Ready for Pickup Email This email goes out when you manually send a ready for pickup email.  
Report Card Email  This email goes out with report cards. {first_name} {last_name} {animal_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {created_at} {opt_out_url} {action_url} {report_card_title} {vaccine_expiration_date} {current_balance}
Confirmation Request Email   This email goes out with confirmation requests sent manually. {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {confirm_url} {cancel_url} {estimate_url} {reservation_type} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {action_url} {current_balance} 
New Wait List Reservation Email Sends an email to a customer when they have a newly waitlisted reservation.
 
{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {current_balance}

Start Gingr PreCheck Email

Sends an email to a customer when they have a Gingr PreCheck form available to fill out.

{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {current_balance} {reservation_dropoff_times}

PreCheck Form Reminder

 

Triggered manually from the Admin » Gingr PreCheck page if a user selects the Send to Future Reservations function to any clients within the selected date range that have not yet filled out the Gingr PreCheck form.

{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {current_balance} {reservation_dropoff_times}

PreCheck Form Edited Email Sends an email if the Gingr PreCheck form is edited after an Owner has filled it out, but before they've been checked in.

{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {total_cost} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {services} {vaccine_expiration_date} {reservation_type_custom_text} {services_custom_text} {current_balance} {reservation_dropoff_times}

 

 

Deposit Templates

Email Behavior Variables
New Deposit Email (click the Pencil icon to see all email options)
  • Send new deposit email: Automatically email customers after a reservation is created with a deposit.
  • Send accepted deposit email: Automatically email customer after reservation request with deposit is approved.
  • Send daily deposit email: Automatically email customer every day that a deposit remains unpaid.
{first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {balance_remaining} {deposit_amount} {paid_amount} {opt_out_url} {action_url} {cancel_url} {estimate_url} {reservation_type} {vaccine_expiration_date} {reservation_type_custom_text} {current_balance} 
Deposit Collected Email Send an email to the customer once payment for a deposit has been made.  

 

Estimate, Invoices, and Payments Templates

Email Behavior Variables
Reservation Estimate Email  This email goes out when manually sent reservation estimates to customers.  {first_name} {last_name} {animal_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {reservation_type} {reservation_type_custom_text} {current_balance} 
Invoice Email

If toggled on, sends automatically when a new invoice is opened without payment.

This email can also be sent manually (even with the toggle off) by clicking the email icon next to anywhere you can see the invoice listed, such as the Owner profile or on Invoice lists, as well as on the invoice itself.

{first_name} {last_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {total} {current_balance}
Payment History Email Sends when sending a customer their payment history.  {first_name} {last_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {current_balance}
Subscription Purchase Receipt Email

Sends upon initial signup for a package subscription as well as after each renewal.

This email cannot be disabled in order to ensure credit card processing subscription notification compliance. Do not remove cancellation instructions. 

{first_name} {last_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {package_name} {package_credits}
 
 

Administrative Templates 

Email Behavior Variables
Agreement Signed Email Sends when a new agreement is signed. {first_name} {last_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {agreement_name} {agreement_text} {signed_at} {current_balance}
Employee To-Do Email Sends an email to employees whenever there is a new todo list item added by an Admin.  
New Lead Form Submission Email  Sends when a new lead is submitted.  
Email Address Confirmation Email Sends when an email address needs to be confirmed.    
Unread Notifications Email

Sends when you have unread notifications. 

 
Password Reset Email  Sends when you reset your password. {first_name} {last_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {current_balance}
New Customer Registration Email Sends an email to new customers whenever they complete their initial online registration.  {first_name} {last_name} {animal_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {reset_password_url} {current_balance}

 

Other Templates

Email Behavior Variables
Package Expiration Reminder Email Sends an email when a package has a certain number of credits left or is a certain number of days from expiring. {first_name} {last_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {expiration_date} {number_remaining} {total_number_remaining} {package_name} {action_url} {current_balance} 
Immunization Reminder Email Sends an email to your customers a reminder to update their pet’s immunizations when they are 30 days from expiring. {first_name} {last_name} {animal_name} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {vaccine_expiration_date} {action_url} {current_balance}
New Online Retail Order Received Sends customers an email when they have submitted a new online retail order through the customer portal. {first_name} {last_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {total} {current_balance}
Online Retail Order Ready for Pickup Sends an email to your customer when their online retail order has been marked as “ready for pickup”.  
Subscription Renewal Reminder Email

Sends a reminder 7 days prior to subscription renewals. 

There are individual toggles for Weekly, Semi-Monthly, Monthly, and Annual Subscription frequencies. 

In order to ensure credit card processing subscription notification compliance, you must keep the Annual toggle on. Do not remove cancellation instructions. 

{first_name} {last_name} {start_date} {end_date} {location_name} {location_address_1} {location_address_2} {location_city} {location_state} {location_zip} {location_phone} {location_fax} {location_email} {location_hours} {opt_out_url} {action_url} {reservation_type} {package_name} {package_credits} {start_billing} {end_billing} {date_of_renewal}

 

 

Setting up Reminder Emails

Reminder emails allow you to remind your customers about an upcoming booking automatically by triggering an email about the booking a certain number of minutes before their reservation is expected to start. 

Once you have your Reminder Email template set up and enabled, you will want to update the settings under the Reservation Types that you would like Gingr to send this for and tell Gingr when you want these messages to send. 

Helpful Hint!: You can enable both a Reminder Email and a Reminder SMS for each reservation type if you wish. This allows you to send reminders with two different delivery methods, and at two different times if you would like. 

  1. Navigate to Admin » Reservation Types and Services Configuration.

  2. Select the applicable Booking Category

  3. Select the Reservation Type that you would like to enable Reminder Emails for

  4. Click 'Edit Settings' 

  5. Select the 'Communication Options' Settings

  6. Enter a number in minutes (greater than 120) prior to the start of the booking where the pet parent should receive an email reminder in the "Email Reminder Minutes Before Start" field. 

  7. Click Save in the side window.

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How to: View Email History

There are several ways in which you can view communication history. You can view most emails from the Outgoing Emails Log. If you wish to see the complete history for a specific owner, then from the Owner Profile, you can access the Communications tab with all the customer email and SMS communications in one place. Also from the Owner Profile, you can click their email address and select View History to pull up a complete list of emails to the owner. 

 

View History in the Outgoing Email Log

From Left-hand Navigation: Admin » Reports & More » History, you will see a button for the Outgoing Email Log. This list contains all outgoing emails from your facility and can be filtered as needed. 

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Owner Communications Tab

In order to see a record of all communications with a customer, navigate to the Owner's profile and then click the Communications Tab. You will see a list of outgoing and incoming messages. Outgoing text messages and call records are listed on this tab. From this tab, you can also send SMS (if you have 2-Way texting enabled), send emails, create call records, add the customer to marketing campaigns, and more. Click each row to view details of the communication.  

For more information please see our article on the Owner Communications Tab

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Owner Email History Log

  1. Navigate to the customer's Owner Profile page by clicking on their name anywhere in the app, or use the main Search box in the upper left of your app.

  2. On the Details tab of the Owner page, under Owner Contact Info, click View Email History.
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FAQ: Check this out!

How do I change the email address my Gingr app sends emails from?

  1. Navigate to Left-hand Navigation: Admin » Locations Info.
  2. Choose the Location and click the Edit button in your location's Actions dropdown menu.
  3. On the Edit popup, type the new email address into the email field.
  4. Scroll down and save your changes by clicking Save

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What happens if I trigger multiple emails to customers in a short time?

Gingr batches emails approximately every 5 minutes. If multiple emails are triggered within that timespan then Gingr will send a single email with each email stacked into one. 

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How can I automatically send system emails to multiple owner addresses?

It is possible to configure multiple email addresses to send system emails for each owner. from Left-hand Navigation: Admin » Owner Formscroll to the email address field that you would like to be configured to send emails. Hover over the field and click the pencil edit button. In the side window near the bottom is a check box "Send System Generated Emails?". Select this to automatically send system emails to any customers with an email plugged into that field. 

 

Will I know if an email bounced back or was undeliverable?

You can configure user groups to receive a notification when emails bounce. Navigate to Left-hand Navigation: Reports & More » Groups and turn on the Notification: Bounced Email permission.

    • This permission can be local to only the location where the email was for or can be global, meaning a notification will display at all locations when an email bounces, regardless of the location. 
    • For more information see our article on App Notifications
    • Optionally you can have these notifications email your personal login email by also enabling Receive Email Notifications.

You may also receive a notification at the email address you use for your Gingr user account. If you find that you are not receiving these notifications, you may want to check the settings on your email provider's website, to make sure that bounced email notifications are enabled.

You can also check the Outgoing Email Log for an email's status at any time. Left-hand Navigation: Reports & More » History » Outgoing Email Log.

 

Why Isn't a Customer Receiving Emails?

There are a few common reasons a customer may not receive your emails. First, check the settings for the email type in question to ensure it is configured to send. Then, check if one or multiple owners are affected. You can visit your outgoing email logs for all customers from Left-hand Navigation: Reports & More » History, and then click "Outgoing Email Log" at the top. In this manner, you can check if only some customers are affected or if this is a system-wide issue. 

If other customers are receiving the emails but certain customer(s) are not, then you can use the Owner Communications tab to review their communication history. This will allow you to see what emails they have gotten to help narrow down if this issue is isolated to limited customers. 

Common reasons include:

1. No email address is entered or the address is incorrect. Please ensure the customer has the correct email address in the system. 

2. The email is going to the customer's junk or spam folder. Please ask the customer to check this.

3. The customer is opted out of communications. Customers can opt-out of the system, marketing, and reminder emails independently. Please review the owner's settings by clicking to edit their profile and scrolling to the toggles for your communication settings. These should be set to "no" in order for customers to receive the specified emails. 

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4. The customer is on the email blacklist. To check if this is the case, navigate to the owner's profile and click on their email address. From the dropdown choose "Is address blacklisted?". A popup will appear informing you if they are on the blacklist and, if so, why. A button will allow you to remove them from this list so you can try sending emails again. 

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If none of these factors apply and you cannot identify why a customer is not receiving emails, please reach out to support@gingrapp.com, via our online chat, or call in for assistance in troubleshooting. 

 

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