Configuring Gladstone360 Automated Emails in the GMC

Problem

You need to switch on and edit the automated emails Gladstone 360 sends (new membership, freeze, cancellation, Pay by Link), map new-membership emails to subscriptions, and know which emails are edited in the GMC and which in Operator.

Resolution

1. Know where each email is edited

   • The GMC holds two built-in suites of emails, Gladstone 360 and Gladstone Go, with fixed triggers. You can edit their content and switch them on or off, but you can't add new built-in triggers. Go joining and online-booking emails are edited in Operator, not here.

   Email type	Triggered by	Edited in
   New membership, change of membership (immediate/scheduled), freeze, freeze extension, cancellation, cooling-off cancellation, password reset sent by staff, discount expiry, DD confirmation	The action done in 360	GMC
   Templates prefixed SaaS/SAS	Go activity (online joining or booking)	GMC (see Notes)
   SaaS_PayByLink (Pay by Link email: subject, body, button)	Pay by Link from 360 POS and invoice links	GMC
   Failed RCP payment, RCP without a valid card, batch-submission updates	The RCP service	GMC (RCP service settings)
   Welcome, purchased membership, booking confirmation, Go password reset, alert list, DD rejections, linked member invitation, discount ending soon, RCP verification, Block Booking email	Go business rules and communication jobs	Operator

2. Switch 360 emails on or off

   • Go to Configuration Manager > Gladstone360 CheckIn POS > Membership Email Settings.

   Setting	What it does
   From Email Address	Sender for 360 emails. Must end in Gladstone's sending domain (for example noreply-site@…, illustrative)
   Override Email Address	Sends all 360 emails to this one address instead of customers. Use it when testing on data copied from live, and remove it before go-live
   Send Email on Change of Membership + Template – Immediate / – Scheduled	Upgrade and downgrade emails, for an immediate or a scheduled change
   Send Email on Freezing a Contact / on Contact Freeze Extension (+ Template)	Email when a freeze workflow is run, and when a freeze is extended
   Send Email on Membership Cancellation (+ Template)	Email when Cancel is used on the Memberships widget, for a cancellation outside the cooling-off period
   Send Email on Membership Cancellation Within Cooling Off Period (+ Template)	Cooling-off cancellation (tells the customer they get a full refund). Some screens spell it "Cooling Of Period"; search for either spelling
   Send Email on New Membership Sale (+ Template – Default)	New membership sale. The default is used when no template is mapped to the subscription

3. Open the template

   • Open Email Templates from the Front of House, Contacts or CheckIn POS element (they lead to the same list). Some guidance gives the path as GMC > Configuration Manager > Gladstone360 Front of House > Emails.

4. Edit the template

   • Open the template, set it active or inactive, and edit the subject and content.
   • Drag in logo, image, text, button and social blocks, insert placeholders from the menu and add hyperlinks. Use the placeholders from the 360 list: they are slightly different from Go's.

5. Write the new membership email

   • Online (Go), customers receive a welcome/account email (on their first booking or join, with the set-password link), a membership email, and for Direct Debit a DD confirmation.
   • At the desk (360), they receive one Email on new membership when a membership is sold. So include everything from the two Go emails: set up your password / view account, download the app, terms and conditions, privacy policy.
   • The freeze email covers every freeze type, so word it generally.

6. Map new membership templates to subscriptions (if applicable)

   • For different content per membership type, click New template, copy a verified template (for example Email on new membership), rename it clearly (for example Fitness induction) and edit it.
   • Open Properties and select the subscriptions that trigger the template. Each subscription must map to only one template.

7. Save and test

   • Save, then send and check a test email. Test a sale from every mapped group.

Notes

• SaaS templates: guidance differs on where the SaaS-named (Go) templates are edited. One source lists them as GMC templates triggered by Go activity; set-up guidance says emails with SaaS in the name are your Go emails and should be edited in Operator instead. Check which applies before editing.
• Template tips:
  • Use links rather than attachments for T&Cs, timetables and guides (attachments are more likely to go to junk). Use stable image URLs, because a website redesign can break templates; Gladstone can host images for you.
  • Type fixed details such as a signature block instead of relying on placeholders.
  • Keep the password reset URL placeholder in the password reset template.
  • The unsubscribe element in the 360 editor doesn't work. Don't rely on it.
  • Have finance approve the DD confirmation wording (organisation name, service user details, advance notice, guarantee, support route). The DD mandate document (Documents section) is completed by Gladstone with your service user number, company name and advance-notice days.
  • Review every template before enabling. If there's a risk of duplicate emails, enable a controlled set first.
• Plus2: 360 emails are sent only when the action is done in 360. The same action done only in Plus2 may not send the email.
• Gladstone Go: Go business-rule emails fire only for activity on Go. A password reset staff send from 360 uses the 360 template. Every email sent from either system appears in the record's Correspondence tab, where staff can check and resend it. See Gladstone Go and 360 Email Templates.
• GladstonePay: changes to SaaS_PayByLink apply straight away to future Pay by Link emails from that site, and any GMC user can change it. Review it before go-live and control who edits it.
• No email sent? Check the Membership Email Settings switch, that the template is active and mapped, that Override Email Address is empty on live, and that the action was done in 360, not Plus2.
• Bespoke and follow-up emails (for example days after a guest pass) are built in Audience Builder.
• The RCP emails are covered in Configuring the RCP Service in the GMC.

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