## Before you start - **You'll need Jammed Pro.** Customising messages is part of Jammed Pro. - **You'll need to be an admin.** Only staff with access to your studio settings can change or view the message templates. - **Where to find it:** go to **Notification settings** in your Jammed admin. Every message is listed there, grouped by type. Messages you've changed are marked **Customised**; the rest are marked **Standard wording**. **If you leave Jammed Pro:** Jammed goes back to sending the standard versions, but if you upgrade again later, your customised messages start being used again straight away. ## Why customise your messages? - **Your brand, not ours.** Customers booked with *your* studio. Your logo, colours and tone of voice make every email feel like it came from you. - **Fewer questions, fewer no-shows.** Put the things people always ask about (parking, load-in, where the entrance is, what's included) right in the confirmation and reminder. - **The right detail at the right time.** Show information only when it's relevant, so emails stay short and easy to read. - **A better experience for your team.** Decide what your staff see in their booking emails and calendars, so they have what they need at a glance. We've made what we think is the best call for what they should see, but we leave this up to you. # Customizing Emails You can customise over 40 different classes of email, sent to both your customers and your staff. We can't list them all here - they're grouped in Notification settings like this: ### Booking emails (to your customers): - Confirmations, cancellations and updates - Payment issues, auto charging - Payment request emails ### Enquiry emails - New enquiry email (to your staff) - Approved and rejected emails ### New customer emails - Account invite email ### Membership emails - Payment setup & reminders - Payment receipt, failure or issue emails - Membership changed, ending soon & ended emails ### Booking emails (to subscribed staff) - Confirmation, cancellation, approval request emails - New regular booking email - Auto-charge failure email ### Assigned staff to bookings - Assignment, removal & cancellation emails ### Invites and digests - New staff invite email - Daily & monthly digest emails ## The email editor Open any email to edit it in the drag-and-drop editor. Every email starts from our standard design, so you can make small tweaks or rebuild it completely. ![[email-editor.png]] ### Building blocks You can change the text, colours, spacing, alignment and size of each block. Your email colours (see [Email colours](#email-colours)) appear as quick picks in every colour picker, along with black and white. > [!info]+ For security and privacy reasons, you can't add your own custom HTML code to an email. ### Email subject Every email has its own subject line, which you can change at the top of the editor. Subjects can be up to 500 characters and can include tags (see below), so a subject like this works: `Your session at {{ studio.name }} on {{ booking.short_date }}` Many standard subjects start with your studio name. If you send emails from your own email address, the studio name can be left off, since your customers can already see who it's from. We do this for you if you leave emails uncustomized. ## Tags: adding booking details Tags are placeholders that Jammed swaps for real information when each email is sent. They're written in double curly brackets, like this: ``` Hi {{ customer.first_name }}, your booking in {{ booking.room_name }} is confirmed for {{ booking.date }}. ``` For a customer called Sam booking Studio A, this becomes: > Hi Sam, your booking in Studio A is confirmed for Wed 2 Sep. ### Adding tags in the editor You don't need to type tags yourself. In the editor, open the tag menu and pick the detail you want. Each tag shows a short description and an example of what it will look like. In the editor, tags show sample values, so you can see how your email will read. ![[merge-tags.png]] ### Which tags can I use? Each email has its own set of tags that make sense for it. For example, the Recordings shared email has tags for each recording's name and size, and the Payment failed email has a tag for the reason the payment failed. The tag menu only shows the tags available in the email you're editing. If you type a tag that isn't available in that email, Jammed tells you when you save, so a customer will never see a broken placeholder. ### Dates, times and money Dates and times are written in your studio's language and use the time format you've chosen for your website (for example 7pm or 19:00). Amounts are shown in your studio's currency. ### Some tags must remain A few emails only work if a certain link or code is included. Jammed won't let you save these emails without them: | Email | Must include in the body text | | -------------------------- | ---------------------------------------------------------------------------------------------------------------------- | | Door code email | The door code, `{{ door_locks.door_code }}`. <br>If a booking also has a building entrance code, that must appear too. | | Recordings shared email | The link to the recordings, `{{ booking.recordings_url }}` | | Cancellation request email | The link to confirm the cancellation, `{{ booking.cancellation_url }}` | | Account invite email | The invite link, `{{ customer.invite_url }}` | | Staff invite email | The invite link, `{{ staff.invite_url }}` | ![[door-code-email-invalid.png]] ## Showing parts of an email only when they apply Not every booking is the same. Some have extras, some have a deposit, some are for rooms with special access instructions. Rather than writing a different email for each case, you can set any block to show only when it's relevant. ### Display conditions Select a block in the editor and choose a display condition. The block will only appear in emails where that condition is true. For example: - **When the booking has a deposit:** show a "Deposit paid" line - **When there are parking directions for the booking:** show your parking section - **When the room has access instructions:** show how to get in - **When the customer has an account to sign in to:** show a "Sign in to your account" button - **When the customer has no account to sign in to:** show an invitation to create one instead - **When the booking runs over more than one day:** show both the start and end dates - **When your booking prices include tax:** show the tax breakdown - **When you have a cancellation policy:** show your policy ![[display-conditions.png]] Each email offers the conditions that make sense for it. You choose from the list; you can't write your own conditions in the editor. ### Repeating sections Some emails include lists, such as the items on a booking or the recordings you've shared. For these, you can set a block to repeat once for each item: - **Repeat for each item on the booking** - **Repeat for each discount on the booking** - **Repeat for each recording shared with the booking** - **Repeat for each item on the payment request** - **Repeat for each room** (in the staff digest emails) Inside a repeating block, use the tags for that item, such as `{{ line_item.description }}` and `{{ line_item.total }}`. ## Writing your own logic (advanced) If you're comfortable with a little more control, you can write custom logic directly into text and subject lines. It uses the same curly-bracket style as tags, with `{% %}` instead of `{{ }}`. You'll see these already in the standard email templates we use. **Show something only when a detail is filled in:** ``` {% if booking.group_name != blank %}See you soon, {{ booking.group_name }}!{% endif %} ``` **Show one thing or another:** ``` {% if customer.registered %}Sign in to manage your booking.{% else %}Create an account to manage your bookings.{% endif %} ``` **Show something unless a condition is true:** ``` {% unless studio.own_sender %}{{ studio.name }}: {% endunless %}Your booking is confirmed ``` **Pick between several options:** ``` {% case booking.room_name %}{% when 'Studio A' %}Studio A is on the ground floor.{% when 'Studio B' %}Studio B is up the stairs on the left.{% endcase %} ``` You can also adjust how a tag is shown, for example: - `{{ customer.first_name | default: 'there' }}` shows "there" if the first name is missing, so "Hi there" - `{{ booking.room_name | upcase }}` shows the room name in capitals - `{{ booking.room_name | downcase }}` shows the room name in lower case >[!info]+ If something you write can't be understood, Jammed tells you what's wrong when you save and doesn't change your live email. In rare cases, we might ask you to make changes to an email you customize if it has bugs or other issues. --- ## Images and your media library Upload images to use in any of your emails, such as photos of your rooms, a map, a team photo or your logo. | **File types** | JPEG, PNG and GIF (including animated GIFs) | | ------------------- | --------------------------------------------------------------------------------------------------------- | | **Maximum size** | 1MB per image. Resize larger images before uploading. | | **Alt text** | Add a short description to each image for customers using screen readers, or whose email app hides images | | **Finding images** | Search your library by file name | | **Where it's used** | Before deleting, Jammed shows you which emails use the image | | | | | | | | | | ![[media-library.png]] **Deleting images:** once an image has been sent in an email, it can't be deleted until a year after it was last sent. This makes sure emails already in your customers' inboxes don't suddenly show a broken image. **Your logo:** your studio logo is added to the standard designs automatically. If you haven't uploaded a logo, that space is left out. You can update your logo in your studio settings and every email using it updates too. ## Previewing and sending a test email As you edit, the editor shows your email with sample details filled in, so you can see how it will read. When you're ready, use **Send test email** to send it to any email address, such as your own, or a colleague's for a second opinion. A few things to know: ![[send-test.png]] - Test emails always use **made-up sample details**, never a real customer's information, so it's safe to send them to anyone. - You can send to one email address at a time. - If an address has previously bounced or marked one of your emails as spam, it can't receive test emails. - Jammed checks your email before sending the test, and tells you if there's anything to fix. It's worth checking your test email on both your phone and your computer, as emails can look a little different in each. ## Saving, mistakes and going back - **Saving:** when you save, Jammed checks the email. If something needs fixing (a missing required link, an unknown tag, a typo in your logic) you'll see a clear message and your live email stays as it was. - **A plain text version is made for you.** Some email apps show plain text only. Jammed builds a plain text copy of your design automatically. You can't edit this version separately. - **A safety net:** if a customised email ever can't be sent (for example because of a detail that's unusual for one particular booking), Jammed sends the standard version instead, so your customer always gets the email. - **Reset to default:** changed your mind? Use **Reset** to go back to our standard design for that email. - **Size limits:** emails can be very long, but extremely large designs may be refused when you save. If that happens, try removing some blocks or using fewer repeating sections. # Email colours Set your brand colours once and every standard email uses them. ![[email-colours.png]] A live preview shows how your colours look together in a fake email. Text is set to black or white for you, whichever is easier to read on each colour block. If your link colour would be hard to read on your main panel, you'll see a warning. You can go back to the default Jammed branded colours at any time. > [!info]+ Emails you've already customised keep the colours they were saved with. If you change your email colours later and want a customised email to use the new ones, reset it to the standard design, or update its colours in the editor. # SMS and phone text messages ## What you can customise You can rewrite the text messages sent by Jammed including: | Text message | When it's sent | | -------------------- | ---------------------------------------------------------------------- | | **Booking reminder** | Before the booking starts, to customers who have opted in to reminders | | **Door code** | With the smart lock codes for the booking, as soon as they're ready | | **Payment request** | When you send a payment request, with a link to pay online | Text messages are only sent to customers who have a valid mobile number. They are currently only sent from studios in Australia, UK, USA, Canada, Spain and Norway. Some countries cost much more to send to, so if your studio is outside of these countries, let us know by emailing support. ![[sms-reminder.png]] ## Writing a text message Text messages are plain text. Write your message in the box and use tags to add booking details, just like in emails. The tags available are listed below the box. **Booking reminder tags** | Tag | What it shows | | ----------------------------------------------------- | --------------------------------------------------------------------- | | `{{ customer.name }}` / `{{ customer.first_name }}` | The customer's name | | `{{ booking.code }}` | The booking reference | | `{{ booking.room_name }}` | The room name, shortened to 15 characters to keep texts short | | `{{ booking.date }}` | The booking date | | `{{ booking.start_time }}` / `{{ booking.end_time }}` | Start and end times | | `{{ booking.reminder_delay }}` | How long before the booking the reminder is sent, for example 2 hours | | `{{ booking.url }}` | A short link to the booking details | **Door code tags:** the same customer and booking details, plus: | Tag | What it shows | |---|---| | `{{ door_locks.door_code }}` | The code that opens the room door (**must be included**) | | `{{ door_locks.entrance_code }}` | The building entrance code, if the booking has one | The door code must appear in the message whether or not the booking also has a building entrance code. The standard wording changes automatically when there's an entrance code, and Jammed checks that your version works both ways. **Payment request tags** | Tag | What it shows | | -------------------------------------------------------------------- | -------------------------- | | `{{ customer.name }}`<br>`{{ customer.first_name }}` | The customer's name | | `{{ payment_request.reference }}` | The payment reference | | `{{ payment_request.description }}` | What the payment is for | | `{{ payment_request.amount }}` | The amount to pay | | `{{ payment_request.due_date }}`<br>`{{ payment_request.due_time }}` | When payment is due | | `{{ payment_request.url }}` | A short link to pay online | Your studio details (name, phone number, website and so on) can be used in every text message too. ## How long can a text message be? A single text message holds **160 characters**. Longer messages are split into parts and joined back together on the customer's phone, but each part counts as a separate text message. | Your message uses... | One text holds | Each part of a longer message holds | |---|---|---| | Plain letters, numbers and common punctuation | 160 characters | 153 characters | | Emoji or special characters (such as curly quotes or letters from some other alphabets) | 70 characters | 67 characters | A few symbols, such as `€`, `[`, `]`, `{`, `}`, `~`, `|` and `^`, count as two characters. **The limit:** a message can take **up to 3 text messages**. If yours would take more, Jammed asks you to shorten it before you can save. **Tips for keeping texts short:** - Use `{{ customer.first_name }}` rather than the full name - Use the short link `{{ booking.url }}` and let customers find the details there - Avoid emoji if you're close to the limit. A single emoji can cut the space in your message by more than half. ## What text messages can't include - Images, colours, bold text or other formatting - Repeating sections - Customer notes, payment breakdowns or booking question answers # Calendar events If you've connected Google Calendar, Jammed adds an event for each booking. You can now choose what those events say. ## What you can customise | Calendar event | Where it appears | | ------------------------ | -------------------------------------------------------------------------- | | **Room calendar event** | On your room calendars in Google Calendar, one event per booking | | **Staff calendar event** | On the personal Google Calendar of each staff member assigned to a booking | ![[calendar-event.png]] > [!warning]+ Staff calendars are often shared with friends and family, so the standard staff event leaves out payment details. Think carefully before adding anything personal or financial to it. For each event, you can also change: - **The event title:** what shows on the calendar grid, for example `Rehearsal - Geddy Lee - Rush` - **The event description:** the details shown when someone opens the event ## Tags you can use Calendar events are for you and your team, so they use the same details as your staff booking emails, including: - **The customer:** name, first name, email, mobile number and your notes about them - **The booking:** reference, room, activity, group name, dates and times, extras, additional notes, answers to booking questions, assigned staff, and a link to open the booking in Jammed - **Payments:** total, deposit, amount paid, amount refunded and amount still due - **Regular bookings:** how often a regular booking repeats, for example "Weekly on Tuesdays" - **Your studio details** ## What calendar events can't include - **Customer-facing links,** such as the manage booking link or the payment link. Calendar events are for your team, so these aren't available. Use `{{ booking.admin_url }}` to link to the booking in Jammed instead. - **Door or entrance codes** - **Images, colours, bold text or other formatting.** Calendar events are plain text. You can use `{% if %}` logic to show details only when they're filled in, just like in emails and text messages. ## When do changes apply? Your new wording is used for bookings made or changed from the moment you save. Events already on your calendars keep their current wording until that booking is next changed. If there's ever a problem filling in your custom wording for a booking, Jammed uses the standard wording for that event, so it still appears on your calendar. # Quick reference: all the limits | | Emails | Text messages | Calendar events | | -------------------------------- | -------------------------------------- | ------------------------------------------------------------- | -------------------------------------------------------------------------- | | **Who can customise** | Admins on Jammed Pro | Admins on Jammed Pro | Admins on Jammed Pro | | **Editor** | Drag-and-drop blocks | Plain text box | Plain text title and description | | **Images** | Yes: JPEG, PNG or GIF, up to 1MB each | No | No | | **Formatting and colours** | Yes | No | No | | **Tags** | Yes | Yes | Yes | | **Show or hide with conditions** | Yes | Yes | Yes | | **Repeating sections** | Yes, in email content | No | No | | **Length** | Subject up to 500 characters | Up to 6 text messages (160 characters each, or 70 with emoji) | Title up to 1,000 characters; description up to about 7,000 once filled in | | **Preview** | Live in the editor, plus test emails | Live phone preview with text message count | Live Google Calendar preview | | **Reset to standard** | Yes | Yes | Yes |