Intro to Email Notification Configuration


The content of emails can be configured in Flow in two ways:

  1. System configuration (legacy configuration)
  2. Notifications Module

Email notifications in Flow are all transactional meaning they are sent off the back of an event, such as making a booking, purchasing a membership etc. These are not marketing emails, and customers selecting their email preferences accordingly will have no effect on the sending of these transactional emails. They are informative and therefore necessary to be communicated with customers.


Legacy configuration

In the beginning we allowed clients to update email copy within System Configuration. The following emails can be configured in System Configuration → Settings → Manage Setting → Filter by Category: Email Contents. Over time we have added the legacy emails to the Notification module to allow for enhanced layout configuration, however there is one email that still shows in Email Contents but this is no longer in use and we are in the process of retiring this email from view in this area.


Email Name Summary Fixed (hardcoded content & variables)/Update
Members Import Welcome Email Used for mobilisation of centres - when members were imported using the legacy importer DO NOT USE - to be retired 


Notifications Module

The newer notifications module allows clients to:

  1. Configure the layout and basic styling of the transactional emails
  2. The content and available variables for 31 key transactional emails

You can access this module from System Configuration → Notifications


Current List of Email Templates



Name Description Product
Customer Added to the Waitlist When a customer joins a waitlist for a class Flow
Booking Space Opens When a space becomes available in a class that a customer is on the waitlist for Flow
GDPR Export Sent to customers who have requested a GDPR export of their personal data on Moves+ Moves+
Credit Awarded Sent to customers when they are awarded credit, be it General, or Membership Credit. The reason and amount is displayed Flow
Next Recurring Payment Amount Changed When a recurring membership fees changes (due to a freeze, credit, change etc) then the customer is notified their payment will differ from what they usually expect on their Direct Debit Flow
First Recurring payment collection Customer is notified when we are about to take their first recurring membership payment by Direct Debit Flow
Recurring Payment Failed When all recurring payment attempts fail to collect a direct debit, and no further attempts can be made, resulting in membership suspension Flow
Direct Debit Instruction Cancelled Sent to a customer when their direct debit instruction is cancelled (all reasons apart from reason 2: deceased) Flow
Direct Debit Instruction Created Customers direct debit instruction has been successfully setup Flow
Bank Details updated When a customer updates their bank details on their direct debit instruction Flow
Customer Account Created When a customer record is created online, welcoming the customer Flow
Booking Penalties Paid When a customer pays any booking penalties Flow
Penalty issued When a booking, booking debt overdue or late cancellation penalty is issued to a customer Flow
Membership Cancelled When a customer’s membership is cancelled Flow
Membership Eligibility Approved When a customer’s eligibility proof is approved Flow
Membership Eligibility is Rejected When a customer’s eligibility proof is rejected Flow
Membership Eligibility is Submitted When a customer has submitted their eligibility proof Flow
Membership Eligibility is due to expire When a customer’s eligibility proof is due to expire Flow
Membership Eligibility Reminder Remind a customer they need to upload their eligibility or face membership suspension Flow
Membership Extended When a fixed membership is extended by FOH Flow
Freeze Approved Membership Freeze is approved Flow
Freeze Rejected Membership Freeze is rejected Flow
Freeze Retrospectively Rejected When an auto-approved freeze is then rejected by a member of staff Flow
Membership Changed When a membership is changed Flow
Membership Due to Expire When a fixed membership is due to expire Flow
Membership Renewed When a fixed membership has been renewed Flow
Membership Suspended When a customer’s membership is suspended Flow
Membership Created When a membership is created for a customer Flow
Moves+ Email Verification When a new user signs up for Moves+ Moves+
Activity Location is Changed When an activity location is changed or updated, this is sent to any effected customer booked in Flow
Customer Notes - New post Staff Only when they are following customer notes and responses Flow
Booking Email Confirmation When a customer books one or more activities Flow

Customer Activity Cancellation

When a customer cancels an activity booking Flow
Suspended Membership Reactivated


Sent to customers after their suspended membership is reactivated. Flow



 ℹ️ What is a Variable? A variable is content that will change within an email template. For example a customer’s first name is a variable within the template. This first name is going to change depending on the customer receiving the email! It is represented in the html as {{user.first_name}}


Configuring the Email Layout


Step by step guide

  1. from the home page, select the system configuration module

  2. Select ‘Notifications’ button

  3. Select the ‘layout’ button to personalise your notification template

  4. Edit the standard email template layout. Use the Variable section to help you create your layout. You can also add a logo etc...

  5. Select the 'preview' button to view the layout of your template via desktop, tablet or mobile.
  6. Once you are happy with your template layout (see below guides on how to edit areas of the layout). select the ‘save' button to complete the change.

Top Tip: If you are unsure about editing html, use a txt editor to preserve your working html layout in case you save and break your live config! Use the preview button, to check changes before saving


Setting the Client Image: using the variable

The default is the client image, which is set in the OP admin of a client. 



Setting the Client Image: using a hosted image

If you want to use a different image you will need to host one yourselves and paste in the url to the following code snippet. If you don’t have a way to host you can use

Use this snipped with a real URL (https:// included) to add an image.




Images are responsive and will be displayed in their real size, therefore if the client image, or a hosted one is particularly big or small, it will look strange. We suggest editing the max width of the image if it is too big, or try a higher resolution if it looks poor quality.



Including the email subject in the header

This is a default layout setting. We would recommend you retain this.


Removing the email subject in the header

To do this you would delete the headings and release it with a break <br>


Adding Colours

You can configure three background colours


Adding a Styled Footer

Option to style the footer text

This allows you to set:

  • Font size
  • Font colour
  • Add a hyperlink
  • Copy and paste the snippet, make the changes and add it to the layout
  • Add this immediately after: {{ footer|raw }}

Basic footer text, with no styling (be careful of background colours for visibility)


Creating an additional section

Creating an additional section with a list


Additional HTML Elements

Quick Styles





Line Break


Once you are happy with your template layout, please select the ‘save' button to complete the change.


Configuring an Email Template

The email template relates to the specific content that is served to the customer when an event occurs. Each template is already created, the editing occurs after the fact.

When configuring a template a lot of the variables are specific to that template, so please do not mix variables. For instance a membership name variable would return nothing if added to a waitlist template. Always take from the list of variables in the template


Template Variables

Below is the list of variables when managing the ‘Eligibility Expiring Soon’ Template.


Configuring: Subject, Content & Footer

Subject: There may already be a default subject created by the tech team when adding the template, but this can be configured to the correct tone / language appropriate


Content: Again there may already be default content included but this is where you can add any variables, style the content using the markdown, and copy.

Footer: This will be added to the footer content already configured in the layout section, so remember it’s not necessary to configure this unless there is something specific that needs saying for this template



Plain Text: Again there may be plain text in the default and it’s not necessary to set the plain text but some email providers expect it, and may not let your email through. So its always a good idea to copy & paste your content into the plain text (i.e. no markdown or styling) just in case.


Use the preview tool to generate a preview to sense check your edits before saving and sending the changes live. We offer the following previews to check responsiveness:

  • Desktop
  • Tablet
  • Mobile

You can also preview Plain Text, just to make sure.


For a further step by step guide on creating email templates please view our How to Create an Email Template article. 

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