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How to set up an automatic email reminder for members who are marked as "not participated"

  • Updated

In this article, you'll learn how to set up an automatic email reminder for members who are marked as "not participating" including template and placeholders.

Contents

Fast lane

  1. In the software, go to Communication / Notification Rules / Create New Rule.
  2. Select the event "Missed Appointment Reminder".
  3. Configure the rule:
    • Dispatch mode: Automatic without confirmation.
    • Communication channel: Email.
    • Template: Select the provided template "Missed Appointment Reminder" or create a new one.
  4. Customize the email template with your studio data (placeholders like #StudioName will be automatically replaced).
  5. Trigger the reminder by marking a member as "Not Participated" in the appointment overview.

What is the Missed Appointment Reminder?

With this feature, you can automatically contact members via email as soon as they are marked as "not participated" in an appointment (class, training, booking). The reminder:

  • Serves as a friendly reminder without direct consequences (e.g., penalties).
  • Can be used independently of no-show rules (e.g., as an additional reminder before a penalty).
  • Contains all relevant appointment details (name, date, time) and studio contact information.

Goal: Sensitize members to cancel appointments in a timely manner so that spots can be reallocated.

Prerequisites

You need:

  • Access to the software with administrator rights (to create notification rules).
  • Active email integration in the software (for sending).
  • At least one appointment with a participant list (classes, trainings, bookings).

Create Notification Rule

  1. Navigate to Notification Rules:

    Go to: Communication / Notification Rules / Create New Rule.

  2. Select Event:
    • Search for "Missed Appointment Reminder" and select it.
    • Note: The rule is not pre-activated - you must create it manually.
  3. Configure Basic Settings:
    • Dispatch mode: Select "Automatic without user confirmation".
    • Communication channel: Enable "Email" (other channels are not available).
    • Recipient: By default, the member marked as "not participated".
  4. Save: Click "Save" to create the rule.

Customize Email Template

The software provides a ready-made template that you can customize:

  1. Select Template:
    • In the rule editor, under "Template", select the option "Missed Appointment Reminder" (already filled with placeholders).
    • Alternatively: Create a new template with the same name.

  2. Edit Content: Customize the text as needed. The template contains the following placeholders (automatically replaced):

    Placeholder Example Description
    #SalutationInformal Hi Max, Informal greeting with first name.
    #FirstName Max Member's first name.
    #AppointmentName HIIT Class Appointment name.
    #AppointmentStartDate 03/15/2026 Appointment date.
    #AppointmentStartTime
    #AppointmentEndTime     		6:00 PM - 7:00 PM Time (start/end).
    #StudioName, #StudioStreet, etc. FitStudio, Sample Street 1 Your studio contact details.

    Standard Template (EN):

    #SalutationInformal
#FirstName,
you did not attend the following appointment:
#AppointmentName,
#AppointmentStartDate,
#AppointmentStartTime - #AppointmentEndTime

If you cannot participate, please let us know in advance so we can offer this spot to another member.

Best regards,
Your #StudioName Team
---
#StudioName
#StudioStreet #StudioHouseNumber
#StudioZipCode #StudioCity
#StudioPhoneNumber
#StudioEmail
#StudioWebsite
  3. Customize Subject: The default subject is: "You missed your appointment".
    Example alternatives:
    • "We missed you at #AppointmentName"
    • "Reminder: Your appointment on #AppointmentStartDate"
  4. Save: Click "Save Template" to apply changes.

Trigger Reminder

The email is sent automatically as soon as you mark a member as "not participated":

  1. Open Appointment: In the software, go to Calendar / [Select Appointment] / Participant List.
  2. Mark Member:
    • Find the member in the list.
    • Click on the three dots (⋮) next to the name.
    • Select "Mark as Not Participated".
  3. Email Dispatch:
    • The reminder is sent immediately to the member.
    • Exception: If marking results in a no-show penalty, the reminder is not sent (to avoid duplication).

Frequently Asked Questions

Can I send the reminder manually?

No. The email is sent only automatically when you mark a member as "not participated". For manual messages, use other functions (e.g., "Email to Member").

Is the reminder also sent for cancellations?

No. The rule only applies when a member is marked as "not participated" - not for active cancellations by the member or studio.

Can I customize the template for different appointment types?

Yes. You can create multiple templates (e.g., one for classes, one for personal training) and assign them to different notification rules. Ensure you keep the placeholders.

Why doesn't a member receive a reminder?

Possible reasons:

  • The member does not have a valid email address on file.
  • Marking as "not participated" results in a no-show penalty (reminder is suppressed in this case).
  • The notification rule is disabled or incorrectly configured.

Can I send the reminder to multiple recipients?

No. The email is sent only to the marked member. For internal notifications (e.g., to trainers), you must create separate rules.

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