Adding Email Steps to Your Workflow

Overview #

Email steps are the core building blocks of automated workflows. Each email step sends a specific message to enrolled clients at the right moment in your communication sequence. This guide covers everything you need to know about adding and configuring email steps in your workflows.

What is an Email Step? #

An email step is a workflow action that sends an email to the enrolled client. When the workflow reaches an email step, BookLive automatically sends the configured email using your selected template and merge tags.

Email steps can:

• Send templated emails with personalized content
• Include merge tags for client and performance details
• Use your group branding and styling
• Track opens and engagement

Adding an Email Step #

Step 1: Open Your Workflow #

1. Navigate to Settings → Workflows
2. Click on the workflow you want to edit
3. You will see your current workflow steps (or an empty workflow if new)

Step 2: Add the Step #

1. Click the Add Step button
2. Select Email from the step type options
3. The email step configuration panel will open

Step 3: Configure the Email #

You have two options for configuring your email content:

Option A: Use an Existing Template #

1. Click Select Template
2. Browse your available email templates
3. Click on a template to select it
4. The template content will be loaded into the step

Option B: Create Custom Content #

1. Enter a Subject Line for the email
2. Compose your email content in the body editor
3. Use the formatting toolbar for styling
4. Add merge tags as needed

Step 4: Save the Step #

1. Review your email configuration
2. Click Save Step
3. The email step will appear in your workflow

Email Step Configuration Options #

Subject Line #

The email subject line supports merge tags for personalization:

• {{client_name}} – Client first and last name
• {{event_date}} – Performance date
• {{event_type}} – Type of event
• {{group_name}} – Your group name

Example subject lines:

• Your {{event_type}} is Coming Up, {{client_name}}!
• Important Information for {{event_date}}
• Thank You from {{group_name}}

Email Body #

The email body editor supports:

• Rich text formatting: Bold, italic, underline
• Headings: Multiple heading levels
• Lists: Bulleted and numbered lists
• Links: Hyperlinks to external pages
• Images: Embedded images (use sparingly)
• Merge tags: Dynamic content placeholders

Template Selection #

Using templates ensures consistency across your communications:

• Templates maintain your branding
• Reuse proven email content
• Update templates to update all workflows using them
• Templates can include complex merge tag logic

Available Merge Tags #

Merge tags automatically insert personalized information:

Client Information #

• {{client_name}} – Full name
• {{client_first_name}} – First name only
• {{client_email}} – Email address

Performance Details #

• {{event_date}} – Event date
• {{event_time}} – Event start time
• {{event_type}} – Type of event
• {{venue_name}} – Venue name
• {{venue_address}} – Venue address

Group Information #

• {{group_name}} – Your group name
• {{group_phone}} – Group contact phone
• {{group_email}} – Group contact email

Links and Actions #

• {{client_portal_link}} – Link to client portal
• {{questionnaire_link}} – Link to questionnaire
• {{review_link}} – Link to leave a review

Email Step Positioning #

The position of your email step in the workflow determines when it sends:

First Step (Immediate) #

If an email step is the first step with an immediate trigger, it sends right when the client is enrolled.

After a Delay Step #

Email steps after delays will send once the delay period has passed. For example:

• Email Step 1 → Delay (7 days) → Email Step 2
• Email Step 2 sends 7 days after Email Step 1

Performance-Relative Timing #

With performance-relative workflows, email steps can be timed around the event date:

• 30 days before event – Planning and preparation emails
• 1 week before event – Final details and reminders
• Day after event – Thank you messages

Best Practices for Email Steps #

Keep Subject Lines Clear #

Recipients should immediately understand the email purpose:

• Good: Your Wedding Music Timeline – Action Required
• Poor: Important Update

Use a Conversational Tone #

Write as if speaking to the client directly. Avoid overly formal or robotic language.

Include One Clear Call to Action #

Each email should have a primary action you want the client to take:

• Complete your planning questionnaire
• Review your timeline
• Leave us a review

Keep Emails Concise #

Respect your client’s time. Get to the point quickly and provide only essential information.

Test Before Activating #

Always preview and send test emails before activating a workflow:

1. Use the Preview feature to see how the email looks
2. Send a Test Email to yourself
3. Check that all merge tags display correctly
4. Verify links work properly

Editing Email Steps #

To modify an existing email step:

1. Open your workflow
2. Click on the email step you want to edit
3. Make your changes to the subject, body, or template
4. Click Save Step

Note: Changes to email steps only affect future sends. Clients who have already received that email will not receive the updated version.

Reordering Email Steps #

To change the order of steps in your workflow:

1. Click and drag the step to its new position
2. Or use the step menu to move up/down
3. Save the workflow after reordering

Deleting Email Steps #

To remove an email step:

1. Click on the step to select it
2. Click the Delete or trash icon
3. Confirm the deletion

Warning: Deleting a step affects all current enrollments. Clients who have not reached that step yet will skip it.

Troubleshooting Email Steps #

Email Not Sending #

• Verify the workflow is set to Active
• Check that the client is properly enrolled
• Ensure previous steps (like delays) have completed
• Verify the email template exists and is valid

Merge Tags Not Working #

• Check the merge tag syntax (double curly braces)
• Verify the data exists for the enrolled client
• Test with a client that has complete information

Wrong Content Displaying #

• Check if you are using a template vs custom content
• Review the template for recent changes
• Verify you saved the step after making changes

Related Articles #

• Using Email Templates in Workflows
• Adding Delay Steps Between Emails
• Building Multi-Step Email Sequences
• Testing and Previewing Workflow Emails