Emails Ordinatus Sends¶
A complete reference of every automated email Ordinatus sends, who receives it, what triggers it, and which settings control it.
Before You Begin¶
- You need Organizational Admin access to change notification settings.
- Email settings live on the Organization Settings page. See Configure Organization Settings for instructions on navigating to that page.
Overview¶
Ordinatus sends emails at each stage of the session lifecycle — from the moment a customer submits a request through reminders before the session and notifications if a booking is canceled. Some emails are always sent; others can be turned on or off from your Organization Settings.
Email Reference¶
1. Request Received¶
| Detail | Value |
|---|---|
| Recipient | Customer |
| Trigger | Customer submits a session request through your intake form |
| Default subject | "We received your request - [Your Organization]" |
| Controlled by | Send request confirmation email toggle in Organization Settings |
This email confirms to the customer that their request was submitted successfully. It does not contain any scheduling information — it is an acknowledgment only.
To turn this email off: Go to Organization Settings, find the Email Notifications section, and uncheck Send request confirmation email. When unchecked, no acknowledgment is sent to the customer after form submission.
2. New Request (Trainer Notification)¶
| Detail | Value |
|---|---|
| Recipient | Trainer (one email per eligible trainer) |
| Trigger | A new request is routed to eligible trainers |
| Default subject | "New request available - [Your Organization]" |
| Controlled by | No org-level toggle. Each trainer controls this via their own notification preferences (notify_new_requests_email). |
When a new request arrives and the routing rules identify eligible trainers, each eligible trainer receives this email with a link to claim the request.
Note: There is no organization-level on/off switch for this email. Trainers can turn it off individually in their own profile settings.
3. Scheduling Link¶
| Detail | Value |
|---|---|
| Recipient | Customer |
| Trigger | You (or a trainer) send the scheduling link from the request detail page in the admin portal |
| Default subject | "Schedule your session - [Your Organization]" |
| Controlled by | No on/off toggle — sending this link is a manual action you initiate |
After a trainer claims a request, the scheduling link email gives the customer a unique URL to pick a time slot. You trigger this email manually by clicking Send Scheduling Link on the request detail page. The link expires based on your Scheduling Link Expiry setting.
4. Booking Confirmed (Customer)¶
| Detail | Value |
|---|---|
| Recipient | Customer |
| Trigger | Payment is completed and the booking status moves to Confirmed |
| Default subject | "Your session is confirmed - [Your Organization]" |
| Controlled by | No on/off toggle — always sent on confirmation |
This email tells the customer their session is locked in. It includes the session date and time, the trainer's name, and a link to join if a virtual session URL is available. Payment can be confirmed via Shopify checkout or by marking a booking paid manually in the admin portal — both paths send this email.
5. Booking Confirmed (Trainer)¶
| Detail | Value |
|---|---|
| Recipient | Trainer assigned to the booking |
| Trigger | Payment is completed and the booking status moves to Confirmed |
| Default subject | "New confirmed session - [Your Organization]" |
| Controlled by | Trainer confirmation email policy in Organization Settings; trainers can individually opt out when the policy allows it |
This email notifies the trainer that a client has paid and the session is confirmed. It includes session details and, if you use Zoho Assist, a technician link to start the session.
Policy options (set in Organization Settings under Trainer confirmation email):
| Policy | Behavior |
|---|---|
| Always send (trainers cannot opt out) | Every trainer receives this email for every confirmed booking, regardless of their personal preference. |
| Each trainer's choice | Trainers can turn this email on or off in their own profile settings. New trainers receive it by default. |
The default policy is Each trainer's choice.
6. Session Reminder¶
| Detail | Value |
|---|---|
| Recipient | Customer |
| Trigger | Automatically, at each configured interval before the session start time |
| Default subject | "Your session starts in [N] hour(s) - [Your Organization]" |
| Controlled by | Session Reminder Hours field in Organization Settings |
Ordinatus can send one or more reminders before each confirmed session. You choose when by entering a comma-separated list of hours in the Session Reminder Hours field (for example, 24, 1 to send reminders 24 hours and 1 hour before the session).
If the field is empty, no reminders are sent.
To configure reminders:
- Go to Organization Settings.
- Find the Email Notifications section.
- In Session Reminder Hours, enter the hours before the session when each reminder should go out. Use commas to separate multiple values (for example:
48, 24, 2). - Click Save Settings.
Reminders are sent once per booking per configured interval. If a reminder at a given interval was already sent for a booking, it will not be sent again even if the background task runs multiple times.
7. Booking Canceled¶
| Detail | Value |
|---|---|
| Recipient | Customer |
| Trigger | A booking is canceled — either by a full refund issued through Shopify or by a cancellation action within Ordinatus |
| Default subject | "Your session has been canceled - [Your Organization]" |
| Controlled by | No on/off toggle — always sent when a booking is canceled |
This email informs the customer that their session will not take place. If a refund was issued, the email includes the refund amount and currency. If a reason was provided at the time of cancellation, that reason is included as well.
8. Trial Session Cap (Organizational Admin Notification)¶
| Detail | Value |
|---|---|
| Recipient | All active Organizational Admins in your organization |
| Trigger | Your organization reaches its free-trial session limit and customers are being turned away |
| Controlled by | No on/off toggle — sent automatically when the cap is hit |
This is an internal alert, not a customer-facing email. It lets you know that your trial has run out of sessions and that you need to subscribe to continue accepting bookings. One email is sent to each active Organizational Admin account.
Settings at a Glance¶
| Setting | Where to find it | Emails affected |
|---|---|---|
| Send request confirmation email | Organization Settings > Email Notifications | Request Received (#1) |
| Trainer confirmation email policy | Organization Settings > Email Notifications | Booking Confirmed — Trainer (#5) |
| Session Reminder Hours | Organization Settings > Email Notifications | Session Reminder (#6) |
| Send feedback request email | Organization Settings > Email Notifications | (Feedback email — not yet active; see note below) |
Customizing Email Content¶
You can customize the subject line and body of the customer-facing emails from the Email Templates page in your admin portal. Each editable template has a live preview so you can see how your changes look before saving.
Emails you can customize:
- Request Received
- Scheduling Link
- Booking Confirmed (customer)
- Booking Confirmed (trainer)
- Session Reminder
- Booking Canceled
The trainer new-request notification and internal system alerts are not customizable.
Tips¶
- Reminder timing is approximate. The system checks for upcoming sessions every 15 minutes, so a reminder set for 24 hours before may arrive up to 15 minutes early or late.
- All emails come from the platform and use your organization's name as the sender display name. Replies go to your organization's support email address (set in Organization Settings under Basic Information).
- Each email is logged. You can review sent, failed, and pending emails in the Email Log section of your admin portal.
Troubleshooting¶
A customer says they did not receive the request confirmation email. Check that Send request confirmation email is turned on in Organization Settings. Also verify the customer's email address on their profile — typos at form submission are a common cause.
Reminders are not being sent.
Confirm that Session Reminder Hours in Organization Settings contains at least one value (for example, 24). If the field is blank, no reminders are sent. Also confirm the booking status is Confirmed — reminders only go to confirmed bookings.
A trainer says they are not receiving booking confirmation emails. If the policy is Each trainer's choice, the trainer may have turned this off in their own profile. Ask them to check Email me when a session is booked in their notification preferences. If you want all trainers to receive this email regardless, change the policy to Always send (trainers cannot opt out) in Organization Settings.