Signup emails welcome customers when an applicant is added to a waitlist. Staff-added applicants and customer-submitted signups can use different message content.
Choose which customer message is sent
| How the applicant joins | Automatic assignment | Typical template name |
|---|---|---|
| A staff member adds the applicant in the app | Signup Notification | Added to Waitlist Notification |
| The customer completes online signup | Portal Signup Confirmation | Added to Waitlist via Portal Confirmation |
The automatic assignment determines when the message is used. A template’s name can be changed, so look for its assignment under Automatic Email(s), not just its name.
Turn customer signup emails on or off
- Go to Settings > Site Details.
- Find Email Customer on Signup. Check it to enable customer welcome emails for applicants added by staff or through the portal, or uncheck it to disable them.
- Click Save changes.
Applicants need usable customer contact information for email communication. When entering children, add the appropriate adult family contacts and email addresses. See Add, find, and edit people and families.
Edit a welcome template
- Go to Settings > Email Templates.
- Find the template assigned to Signup Notification or Portal Signup Confirmation.
- Click Edit, update Subject and Body, and save the template.
- Use Send Test when you are ready to check a message at a test address you control.
To provide an existing family with portal access, include [[portal-button]] or [[portal-link]] in the message. The placeholder supplies the appropriate link; do not paste a sample family’s private portal URL into a reusable template. See Email Content and Set up and share the customer portal.
Staff signup alerts are a separate setting
Go to Settings > Customer Signup Form and use Get Email Notification to receive staff alerts about completed online signups. The destination email is displayed there. Use change default email, or edit Default Email Address in Site Details, to change that destination. Save the page after changing the option.
This is different from Email Customer on Signup: one notifies staff, the other welcomes the customer. Turning on a staff alert does not replace the customer welcome template.
Multiple applicants in one submission
Customer welcome emails and staff signup alerts are generated separately for each applicant. For example, a family submitting two children with one parent contact can receive two welcome messages about the two applicants, and staff can receive two alerts, when those options are enabled. The parent contact is not another applicant unless they also join a list.
If an expected email is missing
- Confirm the applicant was added or the customer finished signup using Complete. Saving a person on the public form is not the final submission.
- Check the relevant setting: Email Customer on Signup for customer messages; Get Email Notification for staff alerts.
- Check the family contact email, staff alert destination, and template assignment.
- Open the person’s Family Email Notifications history to review recorded messages, then contact support if you need help interpreting the result.
For the full online flow, see Customer Signup Form.