Overview
This article outlines how to configure, trigger, and customise mailers in Coach OS to manage communications for coaching programs. It supports Admins, Coaches, and Program Managers in maintaining clear and timely engagement through system-generated emails and reminders.
Step-by-Step Instructions
Step 1: Review Standard Mailers
Coach OS includes a library of standard mailers tied to triggers like bookings, cancellations, missed sessions, or feedback requests.
These are configured at the time of project or cohort setup. When turned on, they send automatically when conditions are met, using the default system wording.
These are configured at the time of project or cohort setup. When turned on, they send automatically when conditions are met, using the default system wording.
Step 2: Turn Off Mailers for Momenta Front-End
If Momenta is the front-end, turn off the following mailers to avoid confusion:
Also review the Engagement Reminder mailer: it triggers two weeks after cohort start if no coaching session is booked and may conflict with journeys where coaching follows other content.
- Welcome New Coachee
- New User Confirmation
- Email Changed Confirmation Instructions
Also review the Engagement Reminder mailer: it triggers two weeks after cohort start if no coaching session is booked and may conflict with journeys where coaching follows other content.
Step 3: Customise Mailers
To customise mailers:
- Go to the relevant Company, Project, or Cohort page
- Click the gear icon and select Manage Custom Mailers
- Click Create and select the mailer you want to edit
- Select the language — this populates default text
- Edit the content and use dynamic tokens (e.g., {{start_date}}, {{programme_name}})
Step 4: Use MyPageURL Correctly
Many mailers include the MyPageURL token to guide participants to their home journey page. If the pathway is linked with Momenta, this token will redirect to the correct client-specific page.
Ensure this token is not present in any Coach OS mailers when Momenta is the front end, unless redirection is intentional.
Ensure this token is not present in any Coach OS mailers when Momenta is the front end, unless redirection is intentional.
Role-Based Guidance
Admins
Responsible for turning on/off appropriate mailers during cohort setup. Should verify mailer alignment with platform (Momenta vs Coach OS).
Responsible for turning on/off appropriate mailers during cohort setup. Should verify mailer alignment with platform (Momenta vs Coach OS).
Coaches
Mailers such as reminders, cancellations, and feedback are sent in their name. These help sustain session engagement and manage expectations.
Mailers such as reminders, cancellations, and feedback are sent in their name. These help sustain session engagement and manage expectations.
Program Managers
Should ensure consistent communications across Momenta and Coach OS. Coordinate with tech teams when setting up custom templates or tokens.
Should ensure consistent communications across Momenta and Coach OS. Coordinate with tech teams when setting up custom templates or tokens.
Index: Coach Standard Mailers & Triggers
| Mailer type | Subject | Send conditions |
| AutomatedPodCancellationCoacheeNotification | Your upcoming pod session has been cancelled | Sent to Coachee when a pod is cancelled or rebooked. Sent within the hour if the pod is underpopulated and hits the cancellation deadline. Addressed from the Coach, if on Changr pathway. Otherwise, sent from BTS Coach System. |
| BookingReminder | Reminder: {{start_date}} BTS Coaching | Sent to remind Coachee of upcoming booking. Sent once, within the 48 hours before session. Addressed from the Coach. |
| BookingRemovalCoacheeNotification | Session cancelled for {{start_date}} | Sent when a booking is removed for a Coachee. This includes when a Pathway is archived, a pod slot is changed, or a user leaves a pod or session. Sent instantly. Addressed from the Coach. |
| EmailChangedConfirmationInstructions | There's something different about you | Sent to Coachee to confirm account email update. Sends instantly, or daily at 8am if done via delayed bulk upload. Addressed from BTS Coach System. |
| FeedbackQuestionnaire | At journey's end.. | Sent to Coachees to gather feedback. Sent instantly on completion of last session, and once more if unanswered after 2 weeks. Addressed from the Coach. |
| ManualPodCancellationCoacheeNotification | Your upcoming pod session has been cancelled | Sent to a Coachee when a pod is changed or cancelled manually. Sent instantly. Addressed from the Coach, if on Changr pathway. Otherwise, sent from BTS Coach System. |
| MissedBooking | We missed each other! | Sent when Coach marks a Coachee as having missed a booking. Sends 5 minutes after attendance is processed or after booking is updated. Addressed from the Coach. |
| MissedBookingLimitReached | Oh no - Missed Session Limit Reached! | Sent instantly when a session is marked as 'Missed' and the missed booking limit has been reached - and all missed sessions are now Greyed out. Addressed from BTS Coach System. |
| MissedBookingLimitReminder | You missed a booking, don't run out of them! | Sent when Coachee has missed a booking, but has not yet reached the rebooking limit. Sends 5 minutes after attendance is processed or Booking is otherwise updated. Addressed from the Coach. |
| NewBookingCoacheeNotification | I look forward to connecting on {{start_date}} | Notifies Coachee when a new non-virtual session is booked. Sent instantly. Addressed from the Coach. |
| NewFlexibleContentNotification | I've added something NEW to your journey! | Sent when an upcoming session contains new flexible content. Sends instantly. Addressed from the Coach. |
| NewPodBookingCoacheeNotification | I look forward to connecting on {{start_date}} | Notifies Coachees of new non-virtual pod booking. Sent instantly to new participants for open pods, manually for closed pods. Addressed from the Coach. |
| NewUserConfirmationInstructions | New BTS Journey - Let's get you set up | Sent to newly-created users so they can confirm their account. Can be disabled for external platform users. Addressed from BTS Coach. |
| NewWorkshopBookingCoacheeNotification | I look forward to connecting on {{start_date}} | Notifies Coachees of new Pod (Workshop) booking. Sent instantly to new participants for open Workshop-type pods, manually for closed Workshop-type pods. Addressed from the Coach. |
| NextMaterialNotification | Keeping Momentum | Sent to notify Coachees of material in upcoming session. Sends instantly upon completion of previous session. Excludes Changr pathways. Addressed from the Coach. |
| PathwayEngagementReminder | Let's get you booked with your coach | Sent 1 time per week for up to 3 weeks after a pathway's start date, if that pathway has seen no activity. Excludes Changr pathways. Addressed from Programme Manager. |
| PodBookingReminder | Reminder: {{start_date}} BTS Pod Session | Notifies Coachees of a upcoming pod session in a customizable amount of hours before that session. You can customize the hours by changing the cohort pod reminder period. |
| PodDetailsChangedNotification | The details of your upcoming pod session have changed | UNKNOWN: checking with Alex Piggott |
| PodGoingAheadCoacheeNotification | Reminder: Your Pod Session is confirmed for {{start_date}} | Sent to notify Coachees of a non-virtual pod going ahead. Sent within the hour once pod cancellation deadline has passed. Addressed from the Coach, or from BTS Coach System if Changr is involved. |
| PodMissedNotification | You have not attended a Pod session | Sent when a Coachee is marked as missing a pod. Sent instantly. Addressed from the Coach, if on Changr pathway. Otherwise, sent from BTS Coach System. |
| RegistrationPurchaseConfirmation | Purchase Confirmation | Sent upon successful purchase of registration via Stripe. Sent instantly. Addressed from BTS Coach System. |
| ResetPasswordInstructions | Reset password instructions | Sent instantly when "Send Password Reset Email" is manually triggered from dropdown menu in platform. Addressed from BTS Coach System. |
| VirtualCallNotification | You booked it! {{start_date}} | Notifies Coachee when a new virtual session is booked. Sent instantly. Addressed from the Coach. |
| VirtualCallPodNotification | You booked it! {{start_date}} | Notifies Coachees of new virtual pod booking. Sent instantly to new participants for open pods, manually for closed pods. Addressed from the Coach. |
| VirtualCallWorkshopNotification | You booked it! {{start_date}} | Notifies Coachees of new virtual Pod (Workshop) booking. Sent instantly to new participants for open Workshop-type pods, manually for closed Workshop-type pods. Addressed from the Coach. |
| VirtualPodGoingAheadCoacheeNotification | Reminder: Your Pod Session is confirmed for {{start_date}} | Sent to notify Coachees of a virtual pod going ahead. Sent within the hour once pod cancellation deadline has passed. Addressed from the Coach, or from BTS Coach System if Changr is involved. |
| WelcomeNewCoacheeEmail | Welcome to {{programme_name}} - Your journey begins now | Welcomes Coachee to a pathway. Sends instantly, or daily at 8am if done via delayed bulk upload. Addressed from the Coach. |
Standard Comms plans for 1-1 Coaching
Visual Guide
Below are examples of the Coach OS mailer editor and configuration settings:
Click to view visual aids
Manage Mailers Screen
Insert Template Dropdown
1:1 Coaching Mailer Setup
Mailers for Standard Pod Journey
Watchouts & Considerations
- Legacy Programs: Older programs may have default mailers ticked. Review each mailer manually.
- Engagement Reminder Timing: Not suitable for Momenta-led journeys where coaching comes later.
- MyPageURL Token: May direct to Coach OS if not disabled — confirm it's safe when Momenta is used.
- Dynamic Tokens: Anchors like {{start_date}} or {{programme_name}} must be accurate to avoid confusing messages.
- Customisation Levels: Ensure you're editing mailers at the correct level — company, project, or cohort — to avoid being overridden.
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