Client notifications are automated notifications that are sent to clients when certain conditions are met. For example, when a client books an appointment, they can automatically be sent the Appointment Confirmation notification.

This article describes all the different types of client notifications available in the system. Each notification uses a customizable template. To learn how to customize notifications, see Customizing automated notifications.

For a list of frequently asked questions about client notifications, see FAQ: Client notifications.

Note: By default, deactivated notifications aren’t displayed on the Client Notifications page. To view deactivated notifications, remove the Status filter.

Key tips before you begin

Opting out of notifications

Clients may opt out of notifications. Clients who have opted out of all notifications will receive an Opted out badge next to Notifications in their client profile.
On the Notifications page of the client’s profile, you can enable or disable Schedule and Reminders, Account Management, and News and Updates notifications. However, Operational notifications are required for business operations and transactions. For these reasons, clients can’t disable them and will receive them regardless of their notification settings. To learn which client notifications are included in each category, see Changing a client’s notification settings.

Editing notifications

Direct links can be used in notifications to confirm or cancel bookings. Clients will be prompted to sign in to their account with your business to access these links.
If you want to add a video to an email template, you can add a video hosted on an external website using the visual editor. For more information, see How do I add a video to an email template?

Business policies

If the business policy allows clients to adjust their time zones, the times displayed in reminder notifications for classes, events, and appointments will be automatically converted to the client’s time zones. This also applies to service confirmation notifications if the services are booked by clients.

Email priority

When sent as an email, the following client notifications will be prioritized and sent before other emails in the queue:
- Appointment Reminder (Client)
- Appointment Wait List Promotion (Confirmation not Required)
- Class Reminder
- Class Wait List Promotion (Client Confirmation Required)
- Class Wait List Promotion (Confirmation not Required)
- Email is Changed
- Event Reminder
- Event Wait List Promotion (Client Confirmation Required)
- Event Wait List Promotion (Confirmation not Required)
- Password is Changed
- Password Reset Request

Registration

Notification type	Description
Notification Opt-In	Sent when a client is manually added as a lead through the Lead Capture Widget or through a lead capture campaign. This notification requests that the client opt-in to receive notifications. If the client clicks the button, they’ll be taken to the Notifications tab in the Client Web App where they can modify their communications settings. For more information, see Client Web App: Changing the notification settings. If the Notification Opt-In email notification is disabled, prospective clients who enter their information via the Lead Capture Widget will automatically have their communications settings for receiving EMAIL and SMS notifications turned ON. If a client is Canadian, you’ll have to ensure you’re complying with Canadian Anti-Spam Legislation (CASL).
Welcome	Sent when a client first creates an account. An email and SMS notification welcomes the client and engages them – potentially informing them of the services offered by the business or offering them special introductory offers. Note: The welcome SMS notification is only sent to a client who provides their phone number while registering. If the client adds their phone number to their client profile after they’ve registered with your business, the welcome SMS notification won’t be sent to them. You can manually send the welcome email to your clients from their profile. For more information, see Contacting an individual client.

Appointments

Notification type	Description
Appointment Request Accepted	Sent to inform the client when their appointment request has been accepted by the staff member.
Appointment Canceled by Client – Early	Sent to confirm the client has canceled their appointment within the accepted time frame. This time frame is set within the Booking section of the Business Policies. This notification may also be sent when a Book-a-Spot asset booking is canceled. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Appointment Canceled by Client – Late	Sent to inform the client that they’ve canceled their appointment outside of the accepted time frame. This notification won’t be sent to the client if the client’s notification is marked as a late cancel by a staff member. The time frame for a late cancel is set within the Booking section of the Business Policies. This notification may also be sent when a Book-a-Spot asset booking is canceled. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Appointment Canceled by Staff	Sent to inform the client that their appointment has been canceled or their booking has been marked as a late cancel or early cancel by a staff member. Enabling this notification will automatically select the checkbox to send the related notification to the affected clients when a staff member is canceling an appointment booking. If this notification is disabled, the staff member must manually select which notifications to send to the affected clients. This notification may also be sent when a Book-a-Spot asset booking is canceled.
Appointment Change General Information (Client Notification)	Sent to inform the client that a change has been made to the general setup of an appointment type that they have booked. For example, this notification is sent when the name of the appointment type is changed.
Appointment Change (User Notification)	Sent to inform the client that a change has been made to their appointment booking by a staff member. For example, this notification is sent when a staff member reschedules an appointment booking.
Appointment Confirmation	Sent to inform the client that they’ve successfully booked an appointment. Use the [ButtonConfirm] email variable to include a link the client can click to confirm their booking in the email notification. This notification may also be sent when a Book-a-Spot asset is booked separately from a service. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Recurrent Appointment Canceled by Staff	Sent to inform the client that a recurring appointment has been canceled by a staff member. This notification may also be sent when a Book-a-Spot asset booking is canceled.
Recurrent Appointment Canceled by Client	Sent to inform the client that they’ve successfully canceled their recurring appointment. This notification may also be sent when a Book-a-Spot asset booking is canceled.
Appointment Request Has Been Denied	Sent to inform the client that a request they had made for an appointment was denied.
Appointment Request	Sent to inform the client that their request for an appointment was successfully placed. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Appointment Wait List Promotion (Client Confirmation Required)	Sent to request confirmation from a client who is eligible for promotion from a wait list. If they confirm, they’ll be booked and expected to attend the appointment. If your business is subscribed to Message Center, clients can also confirm the promotion by responding YES to this notification when sent as an SMS message. After confirming, they’ll also receive the Appointment Wait List Promotion (Confirmation not Required) notification. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Appointment Wait List Promotion (Confirmation not Required)	Sent to inform a client who’s been promoted from a wait list that they’ve been booked into the session and are expected to attend the appointment. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Appointment Reminder (Client)	Sent to remind the client that they have an upcoming appointment or individual Book-a-Spot asset booked. By default, this notification is sent one hour before the appointment or asset is scheduled. If the appointment or asset is rescheduled after this notification has been sent, a new notification will be sent to the client before the newly scheduled start time.
Appointment Reservation Wait List	Sent to inform the client that the appointment is full, but that they’re on the wait list to potentially attend if there are people who drop out. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Client No-show (Appointment)	Sent to inform the client that they hadn’t shown up to a scheduled appointment.

Billing

Notification type	Description
Credit Card Update Required – One Month	Sent to inform the client that their credit card is expiring in one month and updated information is required.
Billed to Account	Sent to the client when a payment is billed to their account balance. Note: If a related client is assigned to pay for another client’s purchases, the client who owns the purchased item will receive this notification after an account payment has been made.
Invoice	An invoice/receipt is sent to the client responsible for making the payment when a purchase is made.
Membership Cancellation	Sent to inform the client that their membership has been canceled or is pending cancellation, and the visits that were paid for using the membership may be affected.
Automatic Payment Failed	Sent to inform the client that their automatic payment has failed. These include all auto-renewal payments for Purchase Options, automatic charges to negative account balances, services with future billing dates that have been modified at the point of sale, and Purchase Options set to automatically convert.
Membership Payment Confirmation	Sent to inform the client responsible for making the payment that their payment for automatically renewing services was successful.
Membership Renewal	Sent to inform the client responsible for making the payment that their membership for services has been renewed successfully. This notification is sent an hour after the membership is renewed so that if the renewal changes a client type, the correct client type receives the notification.
Purchase Refunded	Sent to inform the client responsible for making the payment that a refund has been processed or a transaction has been voided, with the transaction information included in the notification. Note: If this notification type is enabled, staff members will have the option not to send it when refunding a transaction or purchase.

Purchases

Notification type	Description
Gift card	Sent to inform the client that they’ve received a gift card. You must include the email variable [CardNo] in the notification template to show the gift card redemption number.
Automatic Payment Success	Sent to the client when auto-renewal payments, automatic charges to their negative account balance, or scheduled auto-payments for a session pass or membership have been successfully charged. Note: If the client doesn’t have a credit card saved on file, the auto-renewal fee for a session pass or membership will be charged to the client’s account balance. This notification will only be sent if the client has sufficient balance in their account to cover the full payment amount.
Purchase Receipt	Sent when a client makes a purchase from the online store, with a copy of the receipt included in the notification. The receipt is sent to the client who is responsible for making the payment. Note: Changing the text or variables included in this notification won’t be reflected on printed receipts.
Receipt – Billed to Account	Sent when an item is purchased and paid for using the client’s account, with a copy of the receipt included in the notification. The receipt is sent to the client who is responsible for making the payment.
Sales Receipt	Sent when a staff member clicks the Email Receipt button in the store, on a client’s Purchases page, or on a client’s Transactions page after selling an item to the client. The email includes a receipt for the purchase and is sent to the client responsible for making the payment. Note: The Sales Receipt notification isn’t automatically sent to clients for automatic payments. If a client requests a receipt for an automatic payment, you can email the receipt manually from the client’s Transactions page. Changing the text or variables included in this notification won’t be reflected on printed receipts.
Thanks for purchasing an introductory offer	Sent to the client responsible for making the payments when an introductory offer is purchased. When configuring the send rules for this template, you can set the Send email after purchasing value to zero if you want to send the notification immediately, but be aware that there may be a delay of approximately 10 to 15 minutes.

Classes

Notification type	Description
Class Booking Confirmation	Sent to inform the client that their class was booked successfully. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Class Booking (Reservation) Canceled by Staff	Sent to inform the client that their class booking has been canceled by a staff member. This notification is also sent to all affected clients when a closed day is scheduled and the option to notify all impacted clients is selected. Enabling this notification will automatically select the checkbox to send the related notification to the affected clients when a staff member is canceling a class booking. If this notification is disabled, the staff member must manually select which notifications to send to the affected clients. Note: Clients will be sent the Class Canceled by Client – Late notification when a staff member marks the client’s status as Late Cancel, regardless of whether this notification is enabled.
Class Canceled by Client – Early	Sent to confirm with the client that they’ve canceled their class booking within the accepted time frame. This time frame is set within the Booking section of the Business Policies.
Class Canceled by Client – Late	Sent to inform the client that they’ve canceled their class booking outside of the accepted time frame. This time frame is set within the Booking section of the Business Policies.
Class Wait List Promotion (Client Confirmation Required)	Sent to request confirmation from a client who’s eligible for promotion from a wait list. If they confirm, they’ll be booked and expected to attend the class session. If your business is subscribed to Message Center, clients can also confirm the promotion by responding YES to this notification when sent as an SMS message. After confirming, they’ll also receive the Class Wait List Promotion (Confirmation not Required) notification. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Class Wait List Promotion (Confirmation not Required)	Sent to inform a client who’s been promoted from wait list that they’ve been booked into the session and are expected to attend the class session. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Class Reminder	Sent to remind a client that they have an upcoming class. Note: Clients won’t be sent the Class Reminder notification if their attendance status is changed to Attended before this notification is scheduled to be sent.
Recurrent Class Booking	Sent to inform the client that a recurring class session has been successfully booked. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Recurrent Class Canceled	Sent to inform the client that a recurring class session has been successfully canceled. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Recurrent Class Reservation Wait List	Sent to inform the client that more than one of the recurring class sessions they’ve booked are full, and they’re on the wait list for each of these sessions. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Class Reservation Wait List	Sent to inform the client that the class session is full, but that they’re on the wait list to potentially attend if there are people who drop out. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Class Type Has Changed	Sent when the client’s booked class has a change to its title or category. This notification informs the client of the potential that the class will be different from the one they originally signed up for.
Class Canceled	Sent to inform clients that a class session they had been booked to attend was canceled.
Class Schedule Details Have Changed	Sent to inform clients of the changes to the class schedule of a class they’ve already booked.
Class Video Published	Sent to the client when a FitLIVE video for a class they attended is published to FitVID on Demand. Note: Clients won’t receive this notification if they’re on the wait list for the class, or if their status is Late cancel, Early cancel, or No-show.
Client No-show (Class)	Sent to inform the client that they hadn’t shown up to a booked class.

Customer review notifications

Notification type	Description
Review Request	Sent after a client attends a new class, event, or appointment to request a review of the service provided. This notification includes a link that directs clients to sign in to the Client Web App to write the review. To determine how many times this notification should be sent to a client, see Setting up the client review request notification.
Business Replied to Review	Sent to inform the client that the business has replied to their review.

Events

Notification type	Description
Event Booking Canceled by Staff	Sent to inform the client that their event booking has been canceled by a staff member. Enabling this notification will automatically select the checkbox to send the related notification to the affected clients when a staff member is canceling an event booking. If this notification is disabled, the staff member must manually select which notifications to send to the affected clients.
Event Sessions Canceled	Sent to inform the client that the event session(s) they had booked were canceled.
Event Canceled by Client – Early	Sent to confirm with the client that they have canceled their event booking within the accepted time frame. This time frame is set within the Booking section of the Business Policies.
Event Canceled by Client – Late	Sent to inform the client that they have canceled their event booking outside of the accepted time frame. This time frame is set within the Booking section of the Business Policies.
Event Booking Confirmation	Sent to inform the client that their event was booked successfully.
Event Wait List Promotion (Client Confirmation Required)	Sent to request confirmation from a client who is eligible for promotion from a wait list. If they confirm, they’ll be booked and expected to attend the event. If your business is subscribed to Message Center, clients can also confirm the promotion by responding YES to this notification when sent as an SMS message. After confirming, they’ll also receive the Event Wait List Promotion (Confirmation not Required) notification. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Event Wait List Promotion (Confirmation not Required)	Sent to inform a client who’s been promoted from a wait list that they have been booked and are expected to attend the event. By default, a calendar file (.ics) will be attached to this email notification. To send this notification without the calendar file, set the Enable Calendar Attachment option to OFF.
Event Reminder	Sent to remind a client that they have an upcoming event. An event reminder is sent to each event session the client is enrolled in. For example, if the client is enrolled in four event sessions, they’ll receive four separate event reminder notifications, provided they haven’t opted out of receiving email or SMS notifications. Note: Clients won’t be sent the Event Reminder notification if their attendance status is changed to Attended before this notification is scheduled to be sent.
Event Reservation Wait List	Sent when a client attempts to book a full event to inform the client that the event is full, but that they’re on the wait list to potentially attend if there are people who drop out.
Event Type Has Changed	Sent when the client’s booked event has a change to its title or category. This notification informs the client of the potential that the event will be different from the one they originally signed up for.
Event Canceled	Sent to inform clients that an event they had been booked to attend was canceled.
Event Schedule Details Have Changed	Sent to inform clients of the changes to the event schedule of an event they’ve already booked.
Event Sessions Booking Confirmation	Sent to inform the client that they have successfully signed up for event session(s).
Event Video Published	Sent to the client when a FitLIVE video for an event they attended is published to FitVID on Demand. Note: Clients won’t receive this notification if they’re on the wait list for the event, or if their status is Late cancel, Early cancel, or No-show.
Client No-show (Event)	Sent to inform the client that they had not shown up to a booked event.

Profile notifications

Notification type	Description
Thank You for Your First Online Booking	Sent to thank a client for their patronage after they have booked their first service.
Purchase Contract	When this notification is activated, the contract is automatically emailed to the client after they sign it. When this notification is deactivated, staff members must manually email a contract to a client from the Contracts page of their client profile. For more information, see Contracts.
Anniversary	Sent every year on the date that the client became a member of the business.
Client Birthday	Sent on the client’s birthday each year to offer congratulations.
Email is Changed	Sent when a client changes their email address to confirm that the changed email is correct.
Password is Changed	Sent when a client’s password has been changed to confirm that the client is aware of this activity.
Password Reset Request	Sent when a client requests to change their password.
Email with the Terms and Conditions	Sent when a client signs your online waiver. This notification includes a copy of the online waiver and the signature date.

Rewards points

Notification type	Description
Prize Claimed	Sent after a client or staff member redeems the client’s rewards points to claim a prize. For more information, see Rewards program. Note: This notification isn’t sent when a client or staff member uses or redeems a prize from the store.

Forms

Notification type	Description
Form Submission Receipt	Sent after a client submits a form successfully.
Form Reminder	Sent to the client to remind them of incomplete forms on their client profile. Note: The Form Reminder notification must be sent to clients manually.

FitBUILDER

Notification type	Description
Thumbs up on Logged Result	Sent when another user reacts with a thumbs up to the client’s logged WOD. Only available as a push notification for businesses subscribed to the white label Achieve Client App.
New message in Chat	Sent when another user messages the WOD chat. Only available as a push notification for businesses subscribed to the white label Achieve Client App.
Workout of the Day	Sent when the Workout of the Day is made available to clients. Each business can customize when and how this message is sent. For more information, see Manage your workout of the day schedule and whiteboard.
Thumbs up on message	Sent when another user reacts with a thumbs up to the client’s message in the WOD chat. Only available as a push notification for businesses subscribed to the white label Achieve Client App.

Wait lists

Cancel an appointment booking

Business policy settings

Book an event as a client

Book a class as a client