Activity Emails

Activities can trigger automated emails to clients (the contact associated with the activity). These are outbound emails from your company to customers—not internal notifications to staff.

There are two types of client emails:

• Confirmation emails with calendar invites (sent immediately)
• Scheduled emails sent at a future time

Who Receives These Emails?

All activity emails are sent to the client (the contact linked to the activity):

Recipient	When Included
Primary email	Always (the contact's main email address)
Partner email	If the contact has a partner/secondary email configured

Each recipient receives their own email with a unique calendar invite, allowing proper tracking and calendar management.

Staff Notifications

These are client-facing emails only. Staff members do not receive activity emails through this system. Staff see activities on their calendar and receive notifications through other channels (calendar sync, in-app notifications, etc.).

Overview

Email Type	Sent To	When Sent	What's Included
Confirmation Email	Client	Immediately when activity is created	Email content + .ics calendar invite
Scheduled Email	Client	At the activity's scheduled date/time	Email content only

Confirmation Emails (Calendar Invites)

Confirmation emails include an .ics calendar file attachment that adds the appointment to the client's calendar (Outlook, Google Calendar, Apple Calendar, etc.).

When Confirmation Emails Are Sent

Scenario	Email Sent to Client?	Notes
Manual activity WITH template selected	Yes	User selects a template when creating the activity
Manual activity WITHOUT template	No	No email is sent
Public scheduling booking	Always	Uses the scheduling group's configured template

What's Included

• Personalized email content using merge fields
• .ics calendar file attachment
• Appointment details (date, time, duration, location)
• Meeting type (virtual or in-person)
• Team member information

Reschedule Notifications

When an activity is rescheduled, the system automatically sends updated calendar invites to the client.

When Reschedule Notifications Are Sent

Reschedule notifications are sent when all of these conditions are met:

1. The activity originally had a confirmation email sent (with calendar invite)
2. One of these fields changed:
   • Start date/time
   • End date/time
   • Location

What Happens

1. An updated .ics file is generated with the new details
2. The email is sent to all original recipients
3. The calendar invite updates automatically in the client's calendar

Requirement

Reschedule notifications only work for activities that had a calendar invite sent initially. If you created an activity without selecting an email template, no reschedule notification will be sent.

Cancellation Notifications

When an activity is cancelled, clients receive a cancellation email that removes the appointment from their calendar.

When Cancellation Notifications Are Sent

Scenario	Email Sent?
Activity result set to "Cancelled"	Yes, if calendar invite was originally sent
Activity deleted	Yes, if calendar invite was originally sent

What Happens

1. A cancellation .ics file is generated
2. The email is sent to all original recipients
3. The appointment is removed from the client's calendar

Requirement

Like reschedule notifications, cancellation notifications only work for activities that had a calendar invite sent initially. If you created an activity without selecting an email template, no cancellation notification will be sent when the activity is deleted.

Scheduled Emails

Scheduled emails are sent at the activity's scheduled date/time rather than immediately. These do not include calendar invite attachments.

When to Use Scheduled Emails

• Follow-up reminders - Send an email after a meeting completes
• Pre-appointment prep - Send documents before a scheduled call
• Marketing campaigns - Schedule promotional emails

How It Works

1. Select an Email Template: When creating an activity, select a template from the dropdown
2. Set the Activity Date: The email is queued to be sent at the activity's scheduled date/time
3. Automatic Delivery: The system sends the email when the scheduled time arrives
4. Activity Note: If scheduled more than 60 seconds in the future, a note records that an email was scheduled

Email Status Tracking

Scheduled emails have three statuses:

Status	Description
Pending	Email is queued and waiting to be sent
Sent	Email was successfully delivered
Failed	Email could not be sent (will be retried)

When Emails Are NOT Sent to Clients

Be aware of these scenarios where no email is sent to the client:

Scenario	Why No Email
Manual activity without template	No template was selected at creation
Activity updated (non-date/time/location)	Only date/time/location changes trigger updates
Activity never had a calendar invite	Reschedule/cancel emails require an initial invite

Quick Reference

Email Trigger Summary

Action	Confirmation Email	Reschedule Email	Cancellation Email
Create with template	Sent immediately	-	-
Create without template	Not sent	-	-
Public scheduling	Sent immediately	-	-
Change date/time/location	-	Sent if had invite	-
Set result to Cancelled	-	-	Sent if had invite
Delete activity	-	-	Sent if had invite

Email Templates

Email templates are configured by administrators. If you don't see the template you need, contact your administrator to create one.

Related

• Email Templates (Admin) - Configure email templates
• Customer Booking Experience - What customers see when booking