How-To: Email a Scheduling Confirmation to a Customer

When to Use This Guide

• After the scheduling / onboarding call has taken place.

• Once the necessary updates have been made in the Hubspot deal regarding delivery information and agreed upon dates, and creation of the Delivery Ticket.

• To confirm to the customer in writing what was discussed, and the agreed upon despatch date OR delivery and/or installation date.
• Ahead of handing over to Operations Admin to set up the sales order in Unleashed.

User Roles Access

• Customer Support Team 

Prerequisites

• Order notes from the call with customer entered into Hubspot Deal & Delivery Ticket.

• Appropriate email templates available in HubSpot under Customer Support / Scheduling.

Steps

1. Navigate to the Deal in HubSpot

   • You should already be in the customer’s Deal after updating their order details and creating a delivery ticket.

2. Open the Email Composer

   • Select the Emails tab in the centre of the screen, then click Create Email.

3. Select Recipients

   • The primary contact is automatically included.

   • Add any additional recipients as needed (e.g. internal team, accounts staff, site contact).

4. Choose the Sending Address

   • Choose from the support@castleandcubby.com.au inbox, regardless of the brand.

   • Double-check this each time - HubSpot defaults to your last used address.

5. Load the Appropriate Template

   • From the Templates dropdown, select the correct template under Customer Support / Scheduling.

   • Ensure the right brand template - CC (Castle & Cubby) or GG (Gaga Games) - is selected.

     • Scheduling - Delivery & Install: used for orders with the Job Type 'Local - Delivery & Installation' or 'C&C Truck - Delivery & Installation'
     • Scheduling - Delivery Only (by us): used for orders with the Job Type 'Local - Delivery Only' or 'C&C Truck - Delivery Only'
     • Scheduling - Usual Freight: used for orders with the Job Type 'Usual Freight'
     • Scheduling - Pick Up from Workshop: used for orders with the Job Type 'Pickup Workshop'

6. Customise the Subject Line if Required

   • If the order is one of multiple from the same client (eg for Eden Academy orders), add the order number and client reference for clarity:
     
     Example: Confirmation of Your Order Details CC#2233 for Eden Academy Richmond and Next Steps.
     
     This helps them (and us) keep track of email threads for specific orders. 

7. Review 'Order Fulfilment' and 'Confirmation of Details' and Personalise the Email

   • Check for missing information that should have been pre-populated from HubSpot, and insert manually if needed.

   • Add any relevant customer-specific notes or updates.

   • Highlight or bold anything you want to draw the customer's attention to.

8. Edit Optional Sections

   • Remove any irrelevant sections or information.

9. Final Review and Send

   • Re-read the entire email to ensure it is concise, clear, and relevant.

   • Avoid customer confusion by deleting any non-applicable content.

   • Click the blue Send button when ready.

Additional Notes/Tips

• Send the confirmation email promptly after speaking with the customer and/or sending a calendar invite to maintain workflow momentum.

• Timely communication supports quicker turnaround on required decisions from the client.

• This step also acts as a memory aid for you while the conversation details are still fresh.

Troubleshooting

Search Optimisation

Keywords: Shopify scheduling email, delivery confirmation HubSpot, onboarding order confirmation, Castle & Cubby templates, Gaga Games