Example Email Triggers

Problem

You are setting up email triggers in GoLearn and want a list of suggested triggers, grouped by purpose, with guidance on when and how to use each one.

Resolution

1. Set up money management triggers

   Trigger	Guidance
   After a DD enrolment (online)	Can link to payment plans set up in the system.
   X sessions before payment runs out	For block courses – 3, 2 and 1 week reminders advised.
   After a receipt has been raised and paid	Usually for those using the system standalone.
   After a receipt has been raised and not paid	Usually for those using the system standalone.
   After topping up a class	For people on block courses who pay to retain their space.

2. Set up customer journey triggers

   Trigger	Guidance
   After being added to a waiting list	Include information on how to be removed from the waiting list (GDPR).
   After being removed from a waiting list	Not always used – consider the customer journey.
   After booking onto a class	You will want separate emails for different classes with bespoke information (see step 3). You can add an additional trigger to the teacher to warn them of a new student in the class – the teacher's email will need to be set up in Users.
   After signing up to HomePortal	Include details of what HomePortal can be used for. Perhaps add a link to an example video.
   When a member is marked for movement	Bespoke for stages – options for after Stage 7.
   When a member is marked for movement (no HomePortal)	Bespoke for stages – options for after Stage 7. Include information on how to sign up to HomePortal.
   After a badge has been awarded	Ensure badge set-ups are correct. Link badges to outcomes wherever possible. If badges can't be linked to outcomes, make them Teacher Led but link them to the relevant stage.
   After a member has been moved	You will want separate emails for different classes with bespoke information (see step 3).
   After a member has been moved on HomePortal	You will want separate emails for different classes with bespoke information (see step 3).
   After a member has left a class	"Sorry to see you go" – exit survey. Be aware this will trigger if you leave someone and rebook them for lesson management. You may want to disable the trigger temporarily if you are correcting mistakes on the system.
   After re-enrolling onto a class	"Welcome back!"

3. Add class-specific content

   • For the booking and movement triggers, consider separate emails per class type, for example:
     • Adult and Child – nappy system, pool temperature, etc.
     • Pre-school, Stages 1–5 and 7
     • Stage 6, Water Safety Awards, Rookie Lifeguard – clothes to wear for skills.
     • Stages 8–10, Diving, Water Polo, Swimming, Synchro – swimwear and equipment needed.
     • Any specialist sessions – adapt the welcome trigger accordingly.

4. Set up cancellation and absence triggers

   Trigger	Guidance
   After a class has been cancelled	Be careful not to pull through the cancellation reason, as this will show on the email. Better to be generic – perhaps have separate triggers for Christmas and normal closures that can be disabled and enabled as needed.
   X days in advance of a cancelled class	Class cancellation reminder.
   After creating a planned absence	Only needed when using planned absences.
   After booking a replacement session	Only needed when using planned absences.

Notes

• The triggers above are suggestions, grouped by purpose.
• Related: Targeting an Age Range within your Contact Triggers; How to Target Payment Plan Options within Your Contact Triggers; How to Add Images to Contact Triggers; Generate Contact Trigger Sends Report.

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