Clients and communication

Your client list

The Clients page shows everyone you train — every person who has made a booking or purchase with you. Each row shows the client's name and email, their Next session, their Last session (for example "3 days ago"), their Plan (a membership, a package with sessions left, or a program — shown to owners and admins) and how many Sessions they have had, with any no-shows. Use the chips above the list to narrow it down: All, Upcoming session, No session in 30 days (a quick way to see who has gone quiet) and New (last 30 days). Search by name or email to find one person. Owners and admins can add a client with Add Client.

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Clients don't create password accounts — they sign in with a magic link sent to their email. This keeps booking simple for them and means you don't manage their passwords.

A client's page

Open any client to see everything about them in one place. At the top are their name, email and phone, with three buttons: Message, New booking and Edit client. Under them is a row of small chips that sum up where they are right now — their program, membership or package, next session (or No session booked), their adherence (how much of their program they have done) over the last 4 weeks, and a Health or injury note if one has been recorded. Click the health chip to jump to the note.

Below that, the page is split into tabs:

• Training — with Online Coaching: Program & workouts, Progress and Body & progress.
• Messages & activity — the conversation and everything that has happened with this client. Without Online Coaching this tab is called Activity.
• Bookings & payments — their bookings, what they have paid and any packages they hold.
• Notes & files — Health & Injury Disclosures, your Private note, Session notes, and (with Online Coaching) the Files you share with them. Without Online Coaching this tab is called Notes.
• Privacy & data — AI-assisted coaching, export and erasure.

Without Online Coaching there is no Training tab, so the page opens on Activity; with it, the page opens on Training. The page remembers which tab you are on if you reload or share the link.

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Editing a client, and private notes

Open a client and choose Edit client at the top of their page to correct a name, fix a typo'd email address or add a phone number. Changing the email address keeps it the same client, with a new address — for when theirs changed or was mistyped. Stund shows what that means and asks you to confirm it's the same person before saving: their bookings, programs, chat and check-ins stay with them, and future bookings made with the new address join them; AI-assisted coaching, body measurements and progress photos are switched off and can't be switched on again for this client. To add a different person, create a new client instead. You can edit from the client list or from the client's own page.

Every client also has a private note. Use it for the things you need to remember but would never send: a gate code, an allergy, why you waived a fee last time. Only your team sees it — it appears under Notes & files (or Notes) on the client's page and is never shown to the client or included in an email.

Notes about a particular session — what you worked on, homework you want the client to see — belong in Session notes on the booking instead. The Notes & files tab lists them all; see the Session notes help article.

New booking at the top of a client's page opens the manual booking form with that client already filled in.

The Bookings & payments tab shows their most recent bookings rather than every one they have ever made; the bookings inbox has the full history, and the totals at the top of the tab always count everything.

Privacy & data

On each client's page, the Privacy & data tab gathers what you need when a client asks about their data: whether they have turned on AI-assisted coaching (in the Online Coaching beta), and — for owners and admins — Export data (JSON) and Erase client data. See Exporting and erasing a client's data and Online Coaching beta and AI drafts.

Did my message actually arrive?

When a client says they never received a confirmation, you can check directly in the Messages & activity tab on their client page (or in the booking details). Each attempt shows what was sent, when, and its delivery status:

• Sent (or Delivered) — your email or SMS service accepted it. If the client still can't find an email, ask them to check their spam folder.
• Failed — delivery was rejected, and the reason is shown (a full mailbox, an invalid address or phone number).
• Not sent — no email provider is connected yet, so the message was never dispatched. Connect one under Settings → Emails.

If a confirmation went missing, you can send it again: open the booking and choose Re-send confirmation. The new attempt appears in the timeline alongside the original.

Every automated notification and direct message lines up together in that timeline. Use All activity to see everything, or Messages only to see just the messages you and the client have written; a run of booking events and automatic emails is folded into one expandable row such as "3 booking updates" or "3 automatic updates", so the conversation stays easy to read. See the Messages and conversations help article for the full picture and how to send messages. With Online Coaching, Message at the top of the page opens your in-app chat with the client.

Reminder timing

Under Settings → Notifications you choose when the booking reminder goes out — anything from an hour to three days ahead — and whether to send a second, closer one. You might remind clients two hours before a session so they don't forget; a first consultation could get a reminder a day ahead so they can plan their travel.

The second reminder must be closer to the booking than the first. A session booked so late that the second reminder is already due gets just that one, not both at once. Turning reminders off stops both.

Exporting your client list

The Clients page has an Export CSV button. The file contains every client with their contact details, how many bookings and packages they have, what they have paid in total, and your private note — ready for your accountant or a mailing tool.

Automatic notifications

When bookings move through their lifecycle, your clients automatically receive emails at each step:

• Request received — when they submit a new booking request
• Confirmed — when you accept their booking
• Declined — if you decline their booking
• Cancelled — if the booking is cancelled (whether by them or you)
• Payment received — when a payment goes through successfully
• Payment failed — if a charge doesn't go through
• Refund issued — when money is returned to them
• Reminder — advance notice before their session starts
• Follow-up — a thank-you about two hours after the session, with a link to any notes you shared and a link to book again (see Bookings and approvals). In the Online Coaching beta you can send a personal follow-up written with AI instead, from the booking; it replaces the automatic one, which waits up to 24 hours after the session while your draft is open (see AI drafts: notes, follow-ups, check-ins and chat)

These emails go out automatically, so you don't have to send each one manually.

Customizing your booking emails

You can rewrite the emails your clients receive and wrap them in your own branding. This is part of every account — there is nothing to upgrade — and owners and admins find it under Settings → Email templates.

These automatic emails are customizable:

• Request received
• Confirmed
• Declined
• Cancelled
• Rescheduled
• Reminder
• Payment received
• Booking portal link — the secure sign-in link a client requests to view and manage their bookings

Templates are grouped by purpose — booking lifecycle, payments and refunds, packages, and invitations — and each one opens its editor when you click it.

For each one you can edit the subject and body in both English and Norwegian, independently. Turn on Use custom text for this email to send your own wording; leave it off and Stund sends its polished default. Reset to default restores the original text at any time.

To keep the details accurate, you insert placeholders (shown as chips) that fill in automatically when the email is sent — the client's name, the session name, booking date and time, your business name, and, depending on the email, the payment status, amount, or your note to the client. Each email only offers the placeholders that make sense for it. A live preview shows exactly how the message will look, with sample values, before you save.

Some placeholders are required and can't be removed. The request-received, confirmed, payment-received and rescheduled emails carry a Manage or cancel link (the manageUrl placeholder) — a secure, single-use link unique to that booking that lets the client cancel in one click straight from their email. If you rewrite one of these, keep that placeholder; without it the client has to request a sign-in link before they can cancel. The same applies to the pay link and the portal sign-in link on the emails that use them.

Every email is sent as a branded HTML message using your logo, accent color, and a signature with your name and contact email — all drawn from your existing branding settings. The sender name shows your business, and replies go to your contact email. (A plain-text version is always included as a fallback.)

The other system emails — payment-failed and refund notices to clients, alerts to you and your team, and payment-processor messages — always use Stund's standard wording and aren't affected by these settings.

Email guidelines for replies

You can set email guidelines — a short note about your communication style that steers the AI when drafting replies to client messages. For example, you might say "Keep a warm, motivating tone" or "Sign off with just my first name." These guidelines appear only when the AI is helping draft a response; they don't affect booking notifications.

SMS notifications

SMS texts can reach clients faster than email — handy for session reminders. Enable them under Settings → Notifications.

Texts come out of one pool shared by your whole team: every active coach adds 30 texts, so three active coaches give you 90. The pool is counted over a rolling 30 days rather than a calendar or billing month, so texts free up as older ones pass the 30-day mark. The automatic reminders and confirmations, and the texts you write yourself from Clients, all draw from it. Settings → Notifications and Settings → Billing show how many you have used.

When the pool is used up, emails still go out — SMS just pauses until older texts pass 30 days, or until you add a top-up pack of 100 texts under Settings → Billing. Top-up texts never expire, and they are only used once the pool is empty. When you pass 80% of the pool, Stund emails your contact address (at most once every 30 days, and not if you have top-up texts in reserve).

Texts are only sent to clients who provided a phone number, and only for their own bookings (not admin alerts to you).

What clients can do

Clients have a few self-service options after booking:

• Pay online — if the session requires payment, they can pay from a secure link
• View confirmation — they can see all booking details (date, time, location, price) on a confirmation page
• Add to calendar — they can add the session to Google Calendar or download it as an .ics file to import into their calendar app
• Cancel — depending on your cancellation policy, they may be able to cancel within a certain window before the session starts
• Read your shared notes — session notes you share appear under that booking in My bookings on your booking page

All of these options are available via email links, so clients don't need to sign in again to manage their booking.

Clients can also sign in — by an emailed link or a passkey — to see all their sessions, shared notes, package credits and receipts, with you and with every other business they book with on Stund. They see only their own data, never your private notes. See What your clients see.