What emails are sent to my customers?

Cleeng provides an out-of-the-box set of emails that notify your subscribers of a range of updates and allow you to efficiently communicate with your customers.

These transactional emails are triggered by user actions, like registering to your service or requesting a password reset. 

This article focuses on:

• Email templates that can be triggered
• Parameters that are used to personalize those templates
• Customization options overview
• Selecting templates for emails you want to send.

Important: Transactional emails are not sent for in-app purchases (purchases on mobile and TV apps) to prevent any potential duplication and streamline user experience.

Email Templates 

Cleeng offers email templates that cover the main kinds of notifications required for communication with your customers:

1. Welcome email
2. Access purchased
3. Invoice
4. Renewal announcement
5. Subscription renewed
6. Access expired
7. Failed payment
8. Forgot password
9. Credit card issues
10. Refund confirmation
11. Gift subscription
12. Gift successfully delivered
13. Subscription switched
14. Subscription stopped

Customization options

Depending on the customization option that you choose (see more details in How to set up transactional emails article), you can:

• Use the templates with basic customizations - change color and branding via Branding on your Broadcaster Dashboard under Admin & Tools ->Transactional Emails (Basic Customization)
• Fully manage and customize the templates (Advanced Customization)

If you go for the Basic customization option, you just do your basic branding and select the email templates that you want to send and you are ready to go. The section below will just provide you with the following information:

• What are the triggers for your emails
• How email contents are adjusted
• What variations of the main templates are available

If the Advanced Customization option is what you need, it requires more work on your side. Then, after finding out below what templates are available, please refer to the How to set up transactional emails article to find out about customizing templates and choose what suits you most.

Template adjustments

Email templates are generic by nature so they are adjusted per customer to whom an email is sent via a number of parameters.

Global Parameters

They are used in every template to reflect a broadcaster’s branding and data of a specific customer to whom an email is sent. These parameters include:

1. Customer’s first name
2. Customer’s email address
3. Broadcaster’s name
4. Account link
5. Terms & Conditions link
6. Privacy Policy link
7. Current year
8. The broadcaster’s logo set by the broadcaster in the dashboard’s brand settings 
9. The main color set by the broadcaster in the dashboard’s brand settings 

Specific Template Parameters

Additionally, there can be some adjustments that are specific to a particular template. You can see these “per template” parameters in the table below.

Note: It's crucial to note that the Specific Template Parameters listed in the table are unique to each designated template. These parameters cannot be interchanged or utilized across different templates. Each event and its associated payload are designed for a single email template. Attempting to incorporate a payload element, such as a renewal date, into a template not intended for it won't be feasible.

Main template	Specific template parameters
Welcome email	No
Access purchased	Offer amount  Offer currency Offer type Offer name Renewal date Trial status (whether a subscription is or is not in a trial period)
Invoice	Offer name  Offer type   Transaction amount - with tax included Transaction amount - with tax excluded Transaction currency  Transaction discount rate Transaction discount value Transaction discount type Tax rate (%) used in the transaction  Date of payment  Transaction ID Transaction tax value  Name of the fee charged for the transaction, e.g handling fee Fee amount FAQ link Customer country Trial status (whether a subscription is or is not in a trial period) Payment method Payment gateway Purchased as gift Gift recipient email Renewal date availability Renewal date
Renewal announcement	Offer name Offer amount Offer currency  Renewal date
Subscription renewed	Offer amount Offer currency Offer type Offer name Renewal date Trial status subscription note display
Access expired	Offer name Trial status (whether a subscription is or is not in a trial period)
Failed payment	Count of the rejected payment attempts Payment method Offer amount Offer currency Failure reason
Forgot password	Password reset link
Credit card issues	Status of a customer’s card
Refund confirmation	Offer name Refund amount
Gift subscription	Personal note Personal note attachment status Gift redemption link Offer name
Gift successfully delivered	Offer name Recipient email
Subscription switched	Offer name Offer amount Renewal date
Subscription stopped	No

You find the list of specific template parameters in our Dev Portal. 

 

Main template variations

Finally, some of these main templates have their variations based on specific conditions - if applicable, they are described in each respective email section as “Main template variations”.

 

1. Welcome email 

Trigger:

• When a customer has registered

“Welcome email” example: 

 

2. Access purchased

Trigger:

• When a subscription trial period has started
• When a subscription has been created
• When access to a non-subscription offer (pass, rental) has been purchased

Main template variations:

The main template for “Access purchased” email has variations based on the type of offer purchased and whether the trial period is active. So the following variations can be sent: 

• “Trial active” email when your customer’s subscription is in trial. Such an email, for example, will not include invoice information or a renewal date. 
• Emails for a different offer type than a subscription (e.g. pass or TVOD) - then there won’t be information about the renewal date.

“Access purchased” email example: 

 

3. Invoice

Trigger:

• When a transaction has been created

Main template variations:

The main template for “Invoice” email has variations based on the specific tax settings for a country (e.g. for Canada), the type of offer purchased (e.g. subscription, pass, TVOD, or live event), or whether a free trial period is active or not. 

“Invoice” email example:

 

4. Renewal announcement 

Trigger:

• When a subscription renewal prenotification has been sent

Main template variations:

The main template for “Renewal announcement” email has variations based on the offer period (a renewal reminder email is sent 30 days before the renewal payment in the localizations where such a requirement is applicable.)

So the following variations can be sent : 

• Renewal announcement email for an annual subscription (30 days before)
• Renewal announcement email for a 6-month subscription (30 days before)
• Renewal announcement email for a 3-month subscription (30 days before)
• Renewal announcement email for a seasonal subscription (30 days before season start date)

“Renewal announcement” email example:

 

5. Subscription renewed

Trigger:

• When a subscription has been renewed
• When a subscription has been reactivated

Main  template variations:

The main template for “Subscription renewed” has variations based on how the subscription is renewed. So variations of this kind of  email can be sent depending if a subscription has been renewed automatically or if a subscription has been reactivated

“Subscription renewed” email example:

 

6. Access expired

Trigger:

• When a subscription has expired

Main template variations:

The main template for “Access expired” email has variations based on whether the trial period is active. So “Trial expired” email can be sent when your customer’s subscription’s trial expires.

“Access expired” email example:

 

7. Failed payment

Trigger:

• When a payment has been rejected

Main template variations:

Variations of the “Failed payment” email can be sent depending on the following conditions: 

• If failed payment
• If first and second attempt failed
• If third attempt failed

“Failed payment” email example:

 

8. Forgot password

Trigger:

• When a customer has requested a password reset

“Forgot password” email example:

 

9. Credit card issues

Trigger:

• When a payment has been rejected (card expired)

Main template variations:

Variations of the “Credit card issues” email can be sent depending on the conditions: 

• If a credit card has expired
• If a credit card will expire in X days

“Credit card issues” email example:

 

10. Refund confirmation

Trigger:

• When a payment has been refunded

“Refund confirmation” email example: 

 

11. Gift subscription  

Trigger:

• When a recipient receives a gift according to the date selected by the gifter 

Main template variations:

The main template for “Gift subscription” email has variations based on the input provided by the gifter (a buyer of a gift):

• If the gifter provides their name, the first paragraph has an additional line "We hope you enjoyed the gift from [Customer’s first name]."
• If the gifter provides a personal message, an additional part is added "Here's a personal message for you: [Message]"

“Gift subscription” email example: 

 

12. Gift successfully delivered

Trigger: 

• When the email with gift code was sent to a receiver

"Gift successfully delivered" email example:

 

13. Subscription switched

Trigger:

• When a subscription switch (upgrade or downgrade) is confirmed and it matches the algorithm picked by the publisher

Main template variations:

The main template for “Subscription switch” email has variations based on the switch algorithm applied:

“Subscription switched” email example: 

 

14. Subscription stopped

Trigger:

• When a subscriber cancels a subscription

“Subscription stopped” email example: 

 

How to select email templates

You can turn on/off emails directly in the Cleeng dashboard.

To select the templates you want to send, go to your Cleeng Dashboard > Admin & Tools > Transactional emails > Templates (tab).

You can enable/disable the functionality of sending transactional emails by setting the Enable sending transactional emails to On/Off respectively.

Once enabled, you can choose which emails are sent to your customers. Turn the button to On for each of the templates you want to enable. 

 

Note:

If you have never disabled/enabled any given template (never physically changed the setting), the default settings are as follows:

- If you use the Cleeng Mailchimp account, templates are enabled by default.

- If you use your own Mailchimp account, templates are disabled by default.

 

Adding new email templates

If new templates are available in Cleeng, the procedure differs depending on which customization option you have chosen (see more details in How to set up transactional emails article). 

• If you’ve chosen Basic Customization (you use Cleeng Mailchimp account to send your emails), new templates are turned on by default.
• If you’ve selected Advanced Customization (you use your own Mailchimp Account), new templates will be turned off by default. You will need to import them and customize them according to your needs and turn them on.

Translations

Cleeng sends transactional emails in the customers' preferred language by using an auto-detect feature. If the user's local language is not supported, an English version is sent. A similar logic is applied when a template in one of the local languages is missing (from the list of supported languages) - a default email template in English is sent to the customer. This is important for broadcasters who use Advanced Customization (with their own accounts on Mailchimp).

Cleeng provides all transactional emails in 5 language versions: 

1. English
2. French
3. German
4. Italian
5. Spanish

Translations in Basic Customization

If you’ve chosen Basic Customization, translations are automatically synced and sent to your customers. 

Translations in Advanced Customization

If you’ve selected Advanced Customization (you use your own Mailchimp Account), once you 'Sync templates', all language versions provided by Cleeng are imported. 

Please note that each language version is stored as a separate template. So, if you want all your language versions to be adjusted, you need to customize each one separately. For example, if 'Welcome email' is available in English, Spanish, and German, you need to adjust 3 templates: English, Spanish, and German. If you customize the English one only, Spanish and German will stay with the default content and design. 

In the case of Advanced Customization, you can add translations to other languages. In that case, you need to create new templates in Mailchimp and reach out to our Broadcaster Support Team, so that they add support for that localization.