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.

This article includes:

• Email System-Wide Settings
• Customizing Email Templates
• Email Variables
• Email Templates
• Viewing Email History
• FAQ

Related Articles:

• Sending Individual Emails and SMS
• Canned Emails
• System SMS
• Outgoing Email Log and Customer Email History
• Email Marketing Campaigns

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.

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.

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:

1. Locate the email template you want to edit and click the Pencil icon.
   
   
   
   
   
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. 
   
   
   
   
3. Edit/write the text of this email and input allowable variables. Use the Field Guide below to learn what each variable means.
   
   
   
   
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 Templates Field Guide

Reservation Email Template

Deposit Templates

Estimate, Invoices, and Payments Templates

Administrative Templates 

Other Templates

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.

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. 

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. 

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.
   

FAQ: Check this out!

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

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

• How can I automatically send system emails to multiple owner addresses?
• Will I know if an email bounced back or was undeliverable?
• Why Isn't a Customer Receiving Emails?
  

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. 
   
   
   
   

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. 

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 Form, scroll 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?

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. 

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. 

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.