> For the complete documentation index, see [llms.txt](https://btwb.gitbook.io/btwb/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://btwb.gitbook.io/btwb/admin/clients/client-automated-emails.md).
# Client Automated Emails
Below are examples of the automated emails that are sent to clients.
BTWB sends these emails automatically when the matching event happens. You can't turn individual emails on or off yourself; contact support if you need one disabled. Replies go to your organization's email address (or the location's email, for class and appointment notices), so clients who respond reach you, not BTWB. Fee and credit wording appears only when the relevant penalty policies are enabled in your Class or Appointment Settings.
## CLASS RESERVATIONS
### Moved from Waitlist to Reserved
*Sent when a client is on the waitlist and is granted an open slot in the reserved list.*
### Did Not Make it off Waitlist:
*Sent when a client does not make it off the waitlist.*
### Class Canceled:
*Sent to a client when a class that they are reserved for has been canceled from the schedule.*
### Reservation Canceled:
*Sent to a client when their class reservation has been canceled.*
### Reservation Late Canceled:
*Sent to a client when their class reservation has been Late Canceled.*
*\*Fee and Credit text only applies if those penalties are enabled.*
### No Show Class Reservation:
*Sent to a client when they are reserved for a class but not checked in within 4 hours after class ends.*
*\*Fee and Credit text only applies if those penalties are enabled*
***
## CLIENT MANAGEMENT
### Claim btwb Account (Clients):
*Sent to a client when a brand new btwb account is created for them via the Admin Dashboard’s “ADD CLIENT” button.*
### Claim btwb Account (Staff):
*Sent when a brand new btwb account is created for someone via the Admin Dashboard’s “ADD STAFF” button.*
### Verify Bank Account:
*Sent to a client when Admin triggers the “Send Email” button when client has a pending bank account that requires verification.*
### Request to Link to Existing btwb Account:
*Sent to a client when an Admin “requests to link” to an already existing btwb account.*
### Payment Method Requested:
*Sent to a client when an Admin requests a payment method to be added to their account.*
***
## DOCUMENTS
### Copy of Signed Document:
*Sent to a client after they’ve completed e-signing a document.*
### Request to Sign Required Document:
*Sent to a client after they’ve been sold a Membership Plan that has required documents.*
***
## APPOINTMENTS
### Appointment Booked:
*Sent to client when an Admin books an appointment for them.*
### Appointment Canceled (by Admin):
*Sent to a client when an Admin cancels their already booked appointment.*
### Appointment Canceled (by Client):
*Sent to a client when they cancel their own booked appointment.*
### Appointment Late Canceled (by Admin, credit penalty):
*Sent to a client when an Admin Late Cancels their already booked appointment when the credit penalty is enabled.*
### Appointment Late Canceled (by Client, credit penalty):
*Sent to a client when they Late Cancel their own booked appointment when the credit penalty is enabled.*
### Appointment Rescheduled:
*Sent to a client when an Admin reschedules their already booked appointment for a different date and/or time.*
### No Show Appointment:
*Sent to a client when they are booked for an appoinyment but not checked in within 4 hours after appointment ends.*
*\*Fee and Credit text only applies if those penalties are enabled*
***
## MEMBERSHIP PLANS
### Membership Plan Ended:
*Sent to a client when their membership plan has ended.*
*Possible reasons:*
* *Too many failed payments*
* *Ended by Admin*
* *Reached expiration date*
* *All credits used*
### Membership Pause Scheduled:
*Sent to a client when a pause is scheduled to start on a future date. Sent again if the pause dates change.*
### Membership Paused:
*Sent to a client when their membership pause begins.*
### Membership Pause Updated:
*Sent to a client when you change the end date of a pause that has already started, including making it open-ended. Shows the date it was paused and when it now resumes.*
### Membership Resuming Soon:
*Sent to a client about a week before their pause ends, as a reminder that billing restarts. Only sent for a pause with an end date.*
### Membership Resumed:
*Sent to a client when their membership pause ends, or when an admin resumes it early. Includes their next billing date and amount.*
*See* [*How to Pause a Membership Plan in BTWB*](/btwb/admin/memberships-and-billing/membership-plans/how-to-pause-a-membership-plan-in-btwb.md) *for details.*
***
## OTHER CLIENT EMAILS
* **Payment Receipt** — sent when staff use *Send receipt* on a payment, with a link to the receipt.
* **Document Sign Request (document changed)** — in addition to the plan-purchase trigger above, clients with an active membership who haven't been sent a required document yet are asked to sign when that document is created, edited, or reactivated, or when it's added to their plan. Clients who already signed aren't asked again, unless their signed copy is voided while their plan is still active.
***
## EMAILS SENT TO GYM OWNERS & ADMINS
These go to the **organization owner** (and to all full admins, if BTWB support has enabled that for your org):
* **Invitation Accepted / Declined** — a client responded to their invitation to join your gym.
* **Self-Checkout Purchase** — someone bought a plan through a self-checkout link, with their name and a link to their client page.
* **Client Payment Failed** — a client's automatic membership charge failed (the same event that marks them Past Due).
* **Membership Ended** — the admin counterpart of the client's "plan ended" email.
* **Membership Pause Ended** — a client's membership pause ended (or was resumed early) and billing has restarted.
* **Signed Document Copy** — an admin copy whenever a client signs a document.
***
## CSV EXPORTS
Exports you request (clients, attendance, birthdays, upcoming charges) are emailed to the staff member who requested them.
---
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