We’ve updated our email system to make communication smoother between providers and their customers.
From now on, all transactional emails (like booking confirmations, reminders, aftercare messages, etc.) will send customer replies directly to the provider’s email, instead of Fluum.
Why This Change
Previously, when customers replied to automated emails, their messages were sent to Fluum’s system inbox.
This created unnecessary friction — especially when customers had questions about bookings, reschedules, or specific services.
Now, replies go straight to the provider, ensuring faster communication and better client relationships.
How It Works
- Every time a transactional email (e.g. booking confirmation, reminder, or follow-up) is sent from your account, it includes your provider reply-to address.
- If a customer clicks “Reply”, their email will go directly to you (the provider/seller).
- Fluum no longer receives or intermediates those replies — it’s a direct conversation between you and your customer.
Examples of Transactional Emails Affected
- Booking confirmation emails
- Booking reminders
- Aftercare or follow-up messages
- Cancellations and reschedules
- Receipts and payment confirmations
Example:
A customer books your Reiki session and replies to ask:
“Can I bring a friend with me?”
→ The message now lands straight in your inbox — not Fluum’s.
Provider Control
- Your reply-to address is automatically pulled from your account settings.
- You can update this anytime from Settings → Business Info → Contact Email.
- Customers will not see your private email (only your professional one set in your profile).
What’s Not Affected
- Marketing or community updates from Fluum
- Platform announcements
- Provider-to-provider system notifications
These still come from Fluum directly and cannot be replied to.
Summary
- Replies to transactional emails now go straight to the provider.
- Customers can ask questions or share updates directly.
- Providers keep full control over the email address used for communication.
- No more missed messages or delays — everything is direct and transparent.
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