I'm not seeing a certain class on the Class Schedule in Livestream Manager. Why?
BrandBot will only pull in classes that are live/bookable in your booking software. If you just added the class to your schedule, please give the system some time to sync this data over. You can click the Refresh Schedule button on the Class Schedule to try to sync the data in more promptly.
I've made changes to the class in my booking software (i.e. changed the time or substituted an instructor.) Why aren't these changes updated in my Class Schedule?
If you just made these changes to the class, please give the system some time to sync this data over. You can click the Refresh Schedule button on the Class Schedule to try to sync the data in more promptly.
One of my students received a reminder for a class that was not virtual. Why?
BrandBot syncs in any classes that are live/bookable in your booking software - this includes both virtual and in-person classes. If students are receiving emails for classes that are not virtual, it's likely this class was not set to Exclude in your Class Schedule. Read more about toggling your classes on/off here.
One of my clients did not receive a reminder for class. Why?
The most common reason someone would not receive an email reminder for class is that the email is being filtered by their email server to somewhere other than their inbox. Have the client check their spam and junk folders to see if the email is hiding there.
Another reason a client might not receive a certain class reminder is due to the timing of their registration for that class. The registration reminder will send whenever a client registers for class, whether 1 week before or 1 minute before class starts. The time-based reminders, however, will only send if the client registers ahead of that benchmark. For example, if you only have the 1-hour reminder turned on, and a client registers for class 20 minutes before class, they will not receive the 1-hour reminder message due to already being past this benchmark.
My client is not subscribed to email/text, will they receive class reminders from the Livestream Manager?
Yes! In all other areas of the platform, BrandBot bases subscription statuses on the client's subscription preference for marketing/promotional sends in your booking software. Livestream Manager sends, however, are not marketing/promotional in nature and provide important information to clients about classes they are opting in to register for. For this reason, Livestream Manager sends override the client's preference.
If a client does not want to receive these sends either, they can unsubscribe directly from the email or text to prevent any future class reminders from sending to them.
My clients are receiving the class reminder emails properly, but the button in the email is not clickable. Why?
If the virtual link button in your email is not clickable, it's likely that you did not paste a virtual link in for this class. Read more about adding your virtual links for classes here.
I set up my email/text messages in the Set Up tab, but my reminders are not sending to anyone. Why?
There are two main reasons your reminders are not sending. The first is that the Livestream Manager feature as a whole is not turned on. Please take a look at this article to check if the feature is turned on in your account.
If you've confirmed Livestream Manager is turned on in your account but your class reminders are not sending, please ensure you have the actual reminder option itself checked off. If you only have the email or text message option checked off for the reminder, but you don't have the reminder itself turned on, the email or text message for this reminder will not send even if set up. Read more here.
I'd like to see what my reminder emails and texts are going to look like to my clients. How can I test them?
Once you are done setting up all of your reminders, you may want to test these sends to see what the user experience will be before turning on Livestream Manager:
Navigate to your Class Schedule > locate a class that is toggled on as Virtual.
Click View in the far-right of the class.
Click Options in the top-right corner > select the reminder you'd like to test. If you select an email option, you will enter the email address you'd like to test to. If you select an SMS option, you will enter the phone number you'd like to test to.
Please note, you can only test the reminders you have turned on in your Set Up. For instance, if you do not have a 15-minute reminder email turned on in your Set Up and you attempt to test this reminder to yourself, you will never receive the test!