Activation emails to members
Activation communications are automated emails that help new members understand and activate their Sonder service, while supporting engagement through launch and onboarding.
Activation communications are a series of engaging and informative emails that are sent to new members that introduce the benefits and key features of the Sonder service and how they can be accessed via the Sonder mobile application.
For members
Timeline:
- Day 1: First email arrives to your inbox introducing Sonder.
- Weeks 1-4: Up to four more weekly emails, each introducing a different feature for you to become familiar with what you have access to.
- After Week 4: Monthly on-going emails about new features or seasonal topics (opt-out anytime)
When you activate Sonder: You'll personalise your experience, then stop receiving activation emails. You'll switch to contextual notifications based on your preferences.
If you don't activate: Sonder continues reaching out (max. 1 email per month) or you can activate through posters/QR codes. Unsubscribe anytime.
For customers
Activation emails are a key driver of adoption. Sonder sends a series of emails introducing features and guiding members toward activation.
We highly recommend the use of these automated communications to ensure your people are getting the most out of the Sonder service, as data shows that including emails in your launch strategy significantly impacts service uptake and usage, and is a cornerstone of a successful launch.
What you control:
- At launch: Tell your implementation manager your preferred launch date. First email sends at midday that day.
- Ongoing: New members automatically receive emails within 48 hours of being added.
- Change anytime: Email customer.support@sonder.io to enable, disable or change dates (5-day sync time).
- If disabled: You communicate directly via posters, QR codes, or team meetings. Resources available in the Sonder Toolkit.
Frequently asked questions.
How do I enable or disable activation emails?
Contact your implementation manager during setup or email customer.support@sonder.io to change preferences anytime.
Can members opt out?
Abolsutely! Every email has an unsubscribe link. Opt out anytime and you won't receive marketing emails (except critical safety alerts).
What happens if I don’t want my people to receive the emails?
With activation communications disabled, it is the customer’s responsibility to communicate to members when and how they can access the Sonder service to access support services. You can find alternative activation collateral such as posters and QR codes in our Toolkit.
Are the emails customised?
Yes. Sonder has industry-specific variants (retail, healthcare, construction, etc.).
Can I see if a member has received an email?
Activation emails are sent according to our standard email schedule, and we’re unable to provide individual-level confirmation of whether an activation email was sent or received. Emails should be delivered to members unless they have unsubscribed from communications.
You can also use the Portal to monitor activation and usage trends. For example, you may be able to identify a spike in activations or usage around the date you received the email, which can help provide an indication of its impact.
More broadly, how can I edit who receives marketing emails from Sonder at a customer level?
If you are a customer point of contact, please contact customer.support@sonder.io with your name, email and role type and the human team can enable this on your behalf.
Some members have not received their activation emails. Can they still access the app?
As long as members have been added to Sonder via the Sonder Portal or data ingestion file, they are able to download the Sonder app and login directly using their registered email address. While activation emails are key to raising awareness of Sonder, members do not need their activation email to access the app.