Automatic communication to clients / Message templates

Zooza does most of the work for you by sending information to the client automatically.

Automatic communication includes:

• Invitation to confirm booking
• Confirmation of booking (for programme, one-off, open, lecture, and separate templates for late booking, waiting list booking, class -- Interested)
• Order confirmation (product purchase)
• Automatic session reminder
• Confirmation of cancelling a session
• Confirmation of payment

This automated communication works through templates designed to serve your needs. We do not recommend changing templates as they are based on mass communication standards. If you need to modify a template, we recommend copying the original and editing the copy, or creating a completely new one. This gives you the opportunity to customize the way you address clients, rewrite the text to describe what you do (e.g., letting clients know you look forward to seeing them at practice, or in class, or in a session), and add or remove information.

The message templates use dynamic tags, which fill in data from the client's booking, such as first name, last name, variable symbol, etc. Not all tags can be used in every type of template.

Message templates

Message templates can be found under Communication → Templates.

When you open this window, you will see a list of templates. Click on the orange Template sign for the specific template you want to view and edit.

The template opens like an email browser, with the subject line and text prepared in advance. You can edit the template just as you would edit an email: overwrite parts of text, highlight in bold, change font size, and align text. You can add both links and images. Do not forget to save your changes.

Tip: View all templates. Customise them according to your needs and be creative.

Automatic communication without editing capability

There is also automatic communication with default text that cannot be edited. For example: a reminder about an unpaid payment, checking out of an appointment, selecting an alternative session, or an evaluation.

Reminder about an upcoming appointment

If you want clients to receive an automatic message about an upcoming session, you can set this up in Programmes --> Online Registration. See the automatic session notification manual for how this works, and the editing manual for how to customise the template.

Reminders for outstanding payments

These reminders may or may not be sent to clients automatically. You can set them up at the programme level in Price and Payment --> Payment Reminder Settings. See the automatic payment reminders manual.

You can set whether and when to send them, as well as whether to automatically delete outstanding bookings.

System templates vs. user templates

Zooza has two types of templates, and finding the right one can be confusing:

System templates

• Pre-built templates provided by Zooza (e.g., payment confirmation, booking confirmation).
• Found under Communication → Templates with the orange Template label.
• Some system templates cannot be edited (e.g., payment confirmations, login codes).
• For editable system templates, we recommend copying the original before making changes.

User templates

• Custom templates you create for your specific communication needs.
• Found under a separate User templates section in the template selector when sending emails.
• You can assign user templates to specific programmes or programmes.

Where to find each type when sending an email

When composing an email from a booking or class, the template dropdown shows two separate sections:

1. Saved communication templates — system templates
2. User templates — your custom templates

If you cannot find your custom template, check that you are looking in the User templates section, not the system templates section.

Creating template variants and assigning them to a programme

Zooza lets you create multiple variants of the same template type — for example, separate booking confirmation emails for summer camps, adult classes, or open courses. Each programme can then use a different variant.

Step 1 — Create a new variant

1. Go to Communication → Templates.
2. Find the template type you want to customise (e.g. Confirmation of booking).
3. Click Add variant (or open an existing template and use Duplicate).
4. Name the variant clearly (e.g. "Booking confirmation — Summer camp").
5. Edit the subject line and body. Use dynamic tags as needed.
6. Click Save.

Tip: If you want to restore a previous version of a template, contact Zooza support — deleted or overwritten templates can sometimes be recovered from history.

Step 2 — Assign the variant to a programme

1. Go to the Programme you want to use this template for.
2. Open Settings → Online registration.
3. Find the Confirmation email (or equivalent) field.
4. Select your new variant from the dropdown.
5. Save the programme settings.

From this point on, every booking made for that programme will use your custom variant instead of the default system template.

Notes

• If no variant is assigned at programme level, Zooza uses the default system template for that template type.
• You can assign different variants to different programmes — useful if you run camps, regular classes, and one-off events with different confirmation styles.
• Template variants are shared across your account. Any admin can edit them.

Who can create and edit templates — roles and permissions

Access to templates depends on the user's role in Zooza:

Role	Can view templates	Can edit system templates	Can create user templates
Owner	Yes	Yes	Yes
Admin	Yes	Yes	Yes
Instructor	No	No	No

If you cannot see the Add template button or the Communication → Templates menu:

1. Check your role — go to Settings → Users and verify you have Owner or Admin access.
2. Ask your account owner to grant you the necessary role.

There is no setting to grant template access to instructors without promoting them to Admin.

Feedback email — when it is sent and how to configure it

Zooza can automatically send a feedback / evaluation email to clients after a class ends. This email is sent by the system and cannot be edited (unlike standard booking confirmation templates).

When it is sent: The feedback email triggers based on the class end date — specifically, after the last session of the class has passed. There is no setting to delay or schedule it to a custom time.

How to enable it: Go to Programmes → [your programme] → Settings → Online registration and look for the Feedback email or Evaluation option. Toggle it on.

Common issues:

• "Feedback email was sent before the course ended" — this can happen if the class end date in the system is earlier than the actual last session. Check the class end date under the class settings.
• "No feedback email arrived" — verify the feature is enabled on the programme, and that the client's email address is valid and not bouncing.

When automatic emails are NOT sent

Zooza sends automatic confirmation emails for online bookings. However, automatic emails are not sent in these cases:

• **Copied bookings — when you copy a booking from one term to another.
• Manually created bookings — when you create a booking on behalf of a client.
• Transferred bookings — when you transfer a booking between classes.

In all these cases, you must send the confirmation email manually from the booking's Communication tab.