This article provides a comprehensive guide to configuring, triggering, and customising Coach OS mailers to support communications across Momenta and Coach-led journeys. These mailers keep participants and coaches informed before, during, and after a journey.
- Introduction & Purpose
- Coach OS Standard Mailers
- When Momenta is the Front End
- Customising Your Mailers
- Features of Custom Mailers
- Index: Coach Standard Mailers & Triggers
- Configure Mailers – Standard 1:1 Coaching
- Configure Mailers – Standard Pod Journey
- Other Coach OS Mailers
- Watchouts & Considerations
- Visual Aids
Introduction & Purpose
This page provides an overview of communication mailers available via Coach OS, including their triggers, usage scenarios, and guidance on how to customise them. Mailers include invitations, reminders, cancellation notices, and new content alerts. Coaches can also send messages directly to their coachees, which appear to come from the coach personally.
Coach OS Standard Mailers
- Coach OS offers standardised mailers linked to programme elements such as 1-1s, pods, and content.
- See full list (with translations): Default Mailer Details.
- When setting up a project or cohort, you configure which mailers will be triggered.
- Familiarise yourself with each mailer’s trigger before enabling.
- Mailers can be sent automatically or pushed manually with “Send Now”.
- If needed, wording/content can be customised via Manage Custom Mailers.
When Momenta is the Front End
- If Momenta is the participant-facing UI, disable the Welcome section mailers:
- Welcome New Coachee
- New User Confirmation
- Email Changed Confirmation Instructions
- These are not needed and may confuse participants.
- Check legacy programmes (pre-2023), where defaults may still be ticked.
- Review the Engagement Reminder mailer, which can cause confusion if coaching is delayed in Momenta journeys.
- For dynamic comms planning across systems, see Set up notifications for your journey.
- MyPageURL token: pulls in the correct client-specific Momenta URL for rebooking instructions.
Customising Your Mailers
- Navigate to the applicable Company / Project / Cohort in Coach OS.
- Click the gear icon > Manage Custom Mailers.
- Select Create, then choose the mailer and language.
- Edit the populated text, adjusting tone and content to suit the programme.
- Save your changes.
Note: Cohort-level custom mailers override project-level; project-level override company-level.
Features of Custom Mailers
- Preview the mailer before publishing.
- Add/remove anchors (tokens) using the Insert Template option.
- Edit the “From” email address to an approved alternative.
- Standard mailers send from noreply@btscoach.com or appear from the coach.
Index: Coach Standard Mailers & Triggers
A full reference table of standard mailers, their subject lines, and trigger conditions.
| 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. |
Configure Mailers – Standard 1:1 Coaching
When Momenta is the front end, configure mailers on your Cohort Configuration page as follows:
- Review triggers and ensure only relevant mailers are enabled.
- Disable unnecessary Welcome or Engagement Reminder mailers.
Configure Mailers – Standard Pod Journey
When Momenta is the front end, configure Pod-related mailers on your Cohort Configuration page. See also the Coach OS – Pods Intro page for Pod comms plans.
Other Coach OS Mailers
Some mailers require updating when Momenta is the front end (see Visual Aids for reference screenshots).
Watchouts & Considerations
- Legacy Programmes: Pre-2023 builds may still have default mailers ticked.
- Dynamic Conditions: Avoid sending booking reminders before relevant elements unlock.
- Custom Anchors: Use template fields (e.g., {{start_date}}, {{programme_name}}) carefully.
- MyPage URL: Ensure no Coach OS mailers send MyPageURL tokens when Momenta is the front end.
Visual Aids
- Momenta Front End - Mailer Setup
- Custom Mailer Screenshots
- Insert Template option & drop-down
- Configuration example for 1:1 Journeys
- Configuration Example for Standard Pod Journeys
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