How order-based emails work in Jezzam

Modified on Tue, 9 Jun at 2:04 PM

Jezzam uses order-based emails when bookings are first placed.

The main order email is the 'Order placed' email. This email gives the customer a summary of the order and includes full details of the booking, or bookings, included in that order.

This article explains when order emails are sent, how they work with single booking emails and how they help keep customer communication clear.

What is an order-based email?

An order-based email is an email about the order as a whole.

In Jezzam, an order can contain one booking or multiple bookings. The 'Order placed' email includes the details of the order and the booking, or bookings, included in it.

This gives the customer one main email covering the order, rather than sending separate initial emails for each booking in the order.

When is the 'Order placed' email sent?

The 'Order placed' email is sent when an order is placed.

This may happen when:

A customer makes one booking
A customer adds several bookings to the basket and places one order
A customer books multiple places on events, classes, courses or workshops
An admin creates a booking through the Admin calendar and chooses to send an order email
An admin creates repeat appointment bookings or bookings across repeating events and sends the customer an order email

The exact behaviour depends on the type of booking, how the account is configured and whether the admin chooses to send an order email where that option is available.

What does the 'Order placed' email include?

The 'Order placed' email includes the key information about the order.

This may include:

The order details
The booking, or bookings, included in the order
Booking dates and times
Customer details
Attendee details, where applicable
Payment information, where shown to the customer
Booking workflow information
Any action buttons the customer needs to use

The information shown depends on the bookings in the order and how the account has been configured.

Orders with one booking

An order may contain just one booking.

In this case, the 'Order placed' email gives the customer the order details and the details of that single booking.

The order-based structure is used consistently, whether the customer makes one booking or several bookings at the same time.

Orders with multiple bookings

An order can contain several bookings.

For example, a customer may add more than one appointment, several places on a class, or different events to the basket, then review the basket and place them together as one order.

In this case, the 'Order placed' email gives the customer one email covering the order as a whole, with the included bookings listed together.

Where online payment applies, this also supports one payment for multiple bookings.

How single booking emails are used

After an order has been placed, individual bookings are managed separately.

Single booking emails are used for actions relating to an individual booking, such as:

Booking confirmation
Admin approval
Pencilled in booking updates
Rescheduling
Cancellation
Other booking status changes

This means customers receive an email about the specific booking that has changed, rather than receiving the full order email again each time.

This keeps customer emails simple, focused and efficient, while the order email remains the main summary of the order as a whole.

Action buttons in order emails

Some bookings may need the customer to take action.

For example, a booking may need the customer to:

Confirm a pencilled in booking
Make an online payment
Complete another booking workflow step

Where customer action is needed, Jezzam automatically includes the relevant action buttons in the order email.

If an order contains several bookings with different workflows, each booking keeps its own workflow. This means one order can include bookings that are confirmed immediately, bookings that require admin approval and bookings that need the customer to complete a pencilled in booking process.

Resending an order email

Admins can resend the order email from the Customers section in the admin panel.

When the order email is resent, it reflects the current state of the order.

This is useful if a customer needs another copy of their order information, or if the order has changed and the customer needs an up-to-date version.

Customer-facing totals in emails

Emails show customer-facing payment information.

If a service, event, class, course or workshop has a price but that price is not shown to the customer, it will not be included in the customer-facing totals shown in emails.

This means the totals in customer emails may be different from internal payment information shown in the admin panel, where admins can see more detailed order and payment information.

Form fields in emails

Customer fields, booking fields and attendee fields may appear in emails depending on how those fields are configured.

If a field is showing in an email and you do not want it to appear, check the field setup and review whether it is set to show on emails.

By default, fields with empty values are not displayed in emails. This helps reduce unnecessary information in customer, admin and staff emails.

You can choose to show blank fields in email designs if needed. This can be reviewed in:

Settings > Communications > Email design

The option can be set separately for customer, admin and staff emails.

Attendee information and email recipients

Where Attendee Management is used, order and booking emails are sent to the person making the booking.

This person is known as the 'booker'.

If attendee email addresses are captured, the attendee email address can be stored as part of the attendee information. However, booking and order emails are not sent directly to attendees.

When a booking is updated, emails are sent to the booker rather than the attendee.

Admin order notification emails

Admins can control whether an email notification is sent when a customer places an order.

These settings are managed in:

Settings > Communications

The communications settings include order notification settings and booking workflow notification settings.

Order notification settings relate to order-level notifications. Booking workflow notification settings relate to individual booking workflows, such as bookings that require approval or are pencilled in.

Customising order email text

The text used in order emails can be customised in the communications settings.

To review the customer 'Order placed' email text:

Go to Settings > Communications.
Open the 'Customer email text' tab.
Select the 'Order placed' email.
Review and update the wording as needed.

To review the admin 'Order placed' email text:

Go to Settings > Communications.
Open the 'Admin email text' tab.
Select the 'Order placed' email.
Review and update the wording as needed.

Conditional placeholders in order emails

The Order place email template include conditional placeholders.

Conditional placeholders start with {{if... and only show the text when the condition is met.

For example, a conditional placeholder may show text only if the order includes:

bookings requiring approval
pencilled in bookings
bookings requiring payment

The text after the colon is the wording that appears in the email when the condition is met.

For example:

{{if.order.has.bookings.requiring.approval:One or more of your bookings are waiting for our review. We'll be in touch as soon as we've reviewed everything.}}

In this example, the wording after the colon can be changed if you want to alter the message shown to customers.

When editing conditional placeholders, take care not to change the placeholder structure, including the opening {{if..., the colon or the closing }}.

How order emails and single booking emails work together

The order email is the main email about the order as a whole.

Single booking emails are used when something happens to an individual booking in that order.

This means:

The customer receives one order email when the order is placed
The order email can include one booking or several bookings
Action buttons are included where customer action is needed
Individual booking changes are handled with single booking emails
The order email can be resent from the Customers section if needed

Summary

The 'Order placed' email gives customers one main email for the order as a whole.

Single booking emails are then used for actions relating to individual bookings.

This keeps order communication clear, while making sure customers receive focused updates when a specific booking changes.