Gladstone Go and 360 Email Templates

Problem

You need to create or edit the emails Gladstone Go and 360 send to customers, and know which emails are edited in Operator and which in the GMC, so the right template sends for each action.

Resolution

  1. Work out which set of emails you need

    • There are two separate sets of customer emails:
    Go emails360 emails
    Edited inOperator (Automation Portal email templates)GMC (Front of house or Contacts email links)
    Sent whenThe action happens on Go (join, online booking, password reset on Go)The action happens in 360 (membership sold at the desk, freeze, cancellation, change)
    Triggered byA business rule or communication jobThe 360 transaction; templates prefixed SAS/SaaS are Go-triggered

Go email templates (Operator)

  1. Open the email templates

    • Go to Operator > Configuration > Automation portal > Email templates (also reached via Automation > Communication > Email templates, or Automation Portal > Email Templates).

  2. Add a template

    • Add a template with the + icon (top right), choose the template type (for example, Password reset) and confirm. Only one password-reset template and trigger is allowed.
    • Choose the Audience Type. For a Customer Audience, select the Data Set you have already created.

  3. Set the name and subject

    • Click Email settings (the cog) and set an internal name, an Email Description and a customer-facing subject. New templates default to the name/subject "New template", which customers see in their inbox. Always change it (for example, "[Site] – Booking confirmation").
    • Give system templates customer-friendly subjects (for example, "Space available on your class" rather than "Fill space from waiting list").

  4. Write the body

    • The editor works like Word: text, bold/underline, colours.

  5. Insert placeholders

    • Insert placeholders from the Placeholders menu: database fields (first name, last name, member ID, activity, location, site and so on). The available placeholders differ by template type.
    • Put a label before a value placeholder (for example, "Member ID: {MemberID}") so customers recognise it.

  6. Add links

    • Highlight text and choose Insert link. The link can contain a placeholder (for example, the password reset URL).
    • Keep a plain-text copy of important links, such as the password reset link, at the bottom as a fallback for email clients that do not support links.

  7. Drag in elements

    • Drag and drop content blocks from the left panel:
      • Image / logo: needs a URL. Gladstone can host your logo (send it as JPEG or PNG) and give you a URL to reuse on every template. Images already on your website can be used via their image URL. The logo element has size, alignment and background-colour options.
      • Social media: add your profile URLs; delete icons you do not use. It has five fixed icons; request others (or other new elements) from the product team using the feature request form.
      • Text and image columns: useful in booking confirmation and membership emails.
      • Button: set the label (for example, "Timetable"), colour and a URL.

  8. Preview and save

    • Check every destination URL, use Preview to check the layout, and click Save (a green message confirms it).

  9. Test before switching the trigger on

360 email templates (GMC)

  1. Open the 360 templates

    • Open them from GMC Configuration (Front of house or Contacts email links; all lead to the same list).
    • Templates prefixed SAS/SaaS are Go-triggered. The rest are triggered by 360 transactions. Emails are sent only when the action is done in 360, not in Plus2. The two systems are due to merge into the Operator way of working.
    • Templates include: discount ending soon, cancel membership, cancel in cooling-off, change membership, change scheduled (upgrade/downgrade after the next DD or at annual expiry), freeze, extend freeze, new membership, confirmation of DD set-up, and prospect appointment/phone call. Set unused ones to Inactive.

  2. Edit the template

    • Editing works like the Operator editor: drag in logo, text, image, columns, button, social icons (some icons such as Instagram/TikTok may lag behind the Go templates), or an HTML element for custom code. Use the placeholders menu.
    • Insert links (for example, Go account login, app download, T&Cs) rather than attachments, which often push emails into spam.
    • Host images with Gladstone (send high-quality PNG/JPEG) rather than linking to website images that may move. Each template can have its own images.
    • The password reset template must keep the password reset URL placeholder.

  3. Map the new membership email to subscriptions

    • Under Properties, choose which subscriptions trigger it.
    • For different content per membership type (for example, DD vs annual, or by membership tier), use New template > copy from existing (a verified template), rename it clearly, and assign its subscriptions.
    • Make sure each subscription maps to only one template, then test a sale from every mapped group.

  4. Approve the DD wording

    • Have finance approve the DD confirmation wording (organisation name, service user details, advance notice, the Direct Debit Guarantee and the support route).
    • The DD mandate document (Documents section) is HTML. Gladstone completes the SUN, company name and advance-notice days (commonly 10) to meet Bacs guidelines.

Notes

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