Email & messaging · Templates & automation
Send automatic emails when a membership changes (Automations)
Automations send a standard email the moment something happens to a member: welcome on signup, plus upgrade, downgrade, pause and cancellation. Write each template, flip its switch, and it runs by itself.
Five moments, five emails
The Automations page covers the key moments in a membership: Welcome (sent the first time a member registers or is imported), Upgrade (member moves to a bigger plan), Downgrade (member moves to a cheaper plan), Pause/freeze (an active subscription is paused), and Cancellation (the member cancels).
For each event you write a subject and a plain-text body (line breaks are preserved), and decide whether it's active. Every event also comes with suggested example copy — click "Use suggestion" to start from a solid draft instead of a blank page.
Personalize with dynamic fields
Automations support click-to-copy placeholders that are filled in for each member: {{username}}, {{first_name}}, {{email}}, {{plan_name}} and {{tenant_name}}. They work in both the subject and the body, so "Welcome to {{tenant_name}}, {{first_name}}!" becomes a personal greeting for every new member.
Safe to prepare, explicit to enable
Each template has its own "Turn on automatic sending" switch. While it's off, your template is saved but nothing is ever sent — so you can write and polish all five emails risk-free, then enable them when you're ready.
Once a template is on, the email goes out automatically the next time its trigger happens. Messages are sent from your own domain if you've verified it under Settings → Domain & email (otherwise from the platform's address), and members who have blocked communication are always skipped.
Step by step
- Open Members → Automations in the admin menu.
- Pick an event (Welcome, Upgrade, Downgrade, Pause, Cancellation).
- Write the subject and body — click a placeholder chip to copy it in.
- Or click "Use suggestion" to start from example copy.
- Turn on "automatic sending" for that template and click Save.
Good to know
- Start with just the Welcome email — it's the one every member will receive.
- A kind cancellation email leaves the door open for members to come back.
Related articles
Save reusable email templates and send them by name
Write an email once, save it as a named template with name placeholders, and reuse it forever — from the admin or by telling the AI assistant "send the welcome template to this member".
Build multi-step email sequences (drip campaigns)
Sequences send a series of timed emails after a trigger — like a new signup or a started trial. Define ordered steps with delays, subjects and content, and enable the sequence when you're ready.
Let the AI assistant email members for you
With the "Benny can send email" feature on, you can ask the AI assistant to email one member or a small group from the chat. It always previews recipients and text first, waits for your yes, and obeys hard limits.