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Email messages

The Email page answers four questions in the order you'd ask them — where do my emails come from, which ones go out, exactly what do they say, and did they arrive?

Owner & Manager Where: Email 6 min read

Email is never the only way a visitor knows where they are. The tracking link and lobby screen always work, whatever these switches say — so nothing here can leave someone stranded.

Why keep email on

Email reaches someone who has never messaged you, so it's the useful nudge for a first-time visitor or a walk-away — and it costs a fraction of a cent to send. The words are yours, with nothing to get signed off.

It's best-effort, not a guarantee of arrival. Nobody can promise a message lands in the inbox rather than the spam folder, which is exactly why a visitor's place in the line never depends on it. In the log, "sent" means the message was accepted for delivery — not that it was read.

Email has no monthly limit for any location that can actually send. That includes a trial location — because your card is taken up front, it's already on the paid plan from the moment it's created.

A count you might still see You may still see a count on a location you've added but not yet opened for business — that's a different, unopened state.

The card at the top

A status band runs across the top of the page. On a shop open for business, there's one card.

On the Email page	What happens
Emails come from	The exact address your customers see and reply to, spelled out in full — a verified sending address, set up for you and not changeable. "Replies come back to your shop inbox."

Only one card, and no meter? That's normal. A usage meter and a "get more email" card only exist for a location not yet open for business. A running shop never sees them, because there's no monthly limit to show.

“Your emails are not reaching anyone”

This red banner is the most important thing on the page. It appears when email cannot reach an inbox at all, and it names which of two causes applies, because the fix is different.

What the banner says	What it means
No email service is connected	There's nothing to hand the message to.
Sending is switched off	The service is there, and sending has been stopped.

The gotcha — the log below still says “sent”. When nothing can leave the building, a stand-in accepts the message and the log records it exactly as it would a real send. If this banner is showing, treat every "sent" underneath it as "would have been sent" — and tell people in person.

Which lines use email

One switch per line — Email for {line}. A line you switch off never emails, and its join form stops asking for an email address at all. An off line carries a Not used here badge.

Writing what each email says

Below the lines is where you'll spend the most time — every moment on the left, the editor for whichever you pick in the middle, and a live preview of what the visitor receives on the right.

The parts of this screen

Part	What it does
The list	Every moment with its number, name, and current setting — off, or on with its timing, like “3 places out” or “24 h before.” A reworded one carries an Edited badge; the review ask is marked Set per location.
Wording for	The branch selector — only shown with more than one branch. The whole business is the default; a branch can have its own words and switch back to the shared wording any time.
Language	A row of language tabs, one edited at a time; the preview follows it. An untouched language uses our reviewed translation. Arabic is marked Right-to-left.
Subject	The email's subject line, per language, email-only. Leave it empty to use ours.
What they receive	The message itself, with a list of merge fields underneath to click into place. Save wording keeps it; Reset to default puts our words back.
Timing	When to send it sets how close to the front someone must be before the heads-up goes, per line. When to send the reminder sets how far ahead of an appointment its reminder goes, per line.

The switch and the words are independent. Fixing a typo never turns a message on, and turning one on never touches your wording. You can write everything up front, quietly, and switch it on when ready.

Switched off means it never even queues. The switch is re-checked at the moment of sending, so turning a moment off also stops anything already waiting to go — but a moment you switched off an hour ago can't be "re-sent" by switching it back on.

Appointments: email or nothing

Every message about an appointment is sent by email only — the confirmation, the reminder, and the notices when it's moved or cancelled.

A phone-only booking form means no booking messages at all. Not delayed, not shortened — none. Someone who books Tuesday for Saturday gets no confirmation, no reminder, no notice if you move the time. The same is true if the line has email switched off.

If a booking line collects phone numbers instead of emails, plan to phone those customers yourself the day before, and treat the reminder as something you do rather than something the system does.

Did it arrive?

At the bottom of the page, Did it arrive? is your evidence — three counts across the top, then a table of the most recent messages this shop tried to send.

Count	Covers
Sent (7 days)	Messages accepted for delivery in the last week
Failed (7 days)	Messages that didn't get through, in the last week
Skipped (7 days)	Messages we didn't try to send, in the last week

A Skipped row always says why underneath, in plain words. That line is usually the whole answer when a customer says nothing arrived. Nothing appears on a new shop yet.

Why a message was skipped

What it says	What it means
This message is switched off.	The moment isn't turned on.
We have no phone number or email for this visitor.	Nothing was collected to send to.
Not needed any more.	By the time it was due, this visitor had already been served, moved to another line, or had left.

There are no names, numbers or addresses in the log, ever. It's built to answer "did our messages go out?" without becoming a list of your customers' contact details. Full detail — Did it arrive? (delivery log).

When emails fail

“Some emails didn't send” — an amber card above the log. It tells you how many, and how many are recent enough to try again. On a healthy shop this card isn't there at all.

An account owner gets a Send them again button. Pressing it sends those messages within a minute or so, and the page refreshes to show the result.
A manager sees the same counts and is told re-sending is the account owner's to do — nothing is hidden, only the button.
If every failure is older than the repair window, there's no button — the card explains the window instead. Reach those visitors in person.

A bounced address is not a fault you can fix from here. Re-sending won't even reach the wrong address, because a hard bounce stops that address for good — the row shows as Opted out. Call the guest by name, and take the address again before their next booking.

Owner, manager, and what each can change

	Owner	Manager
The moments and their wording	Can edit — set for the whole business	Read-only, marked Owner only
Usage and the per-line switches for their own location	Can edit	Can edit
Re-sending failed emails	Can do	Sees the counts, told it's the owner's to do
The delivery log	Sees the whole business	Sees the whole business — no branch column yet

Managers can be locked out of channel changes entirely. If an owner has turned that off, a note at the very top of the page says so, and the controls are read-only. It's a setting, not a fault.

Related: Taking a booking