# Configuring Gladstone360 Automated Emails in the GMC

HTML version: [Configuring Gladstone360 Automated Emails in the GMC](https://support.gladstonesoftware.cloud/gladstone360/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](../gooperator/gladstone-go-email-templates-and-communication-jobs.md).
- **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](../gooperator/audience-builder.md).
- The RCP emails are covered in [Configuring the RCP Service in the GMC](configuring-the-rcp-service-in-the-gmc.md).