We are about to go live on Zoom Sessions soon and are trying to test/develop an SOP for cancelling an event. I understand how to cancel the event but I'm really disappointed in the email that is sent to registrants. I inserted a message that Zoom then copies into an email they control. Here are all of my issues:Why doesn't Zoom provide an email template for event cancellation so that the branding carries over and we can control the whole message?Why can't I send a test email like I can from an email template or when rescheduling an event?Why is there a new calendar invite attached to the cancellation email that has a Subject Line of "Private Event?" Why is the sender of the email "Zoom Events" instead of the email address associated with my license.These are huge issues and I can't figure out any workaround. It does not appear that I can bypass this cancellation email. It is my only choice when I cancel an event. Open to any tips from current users and please put these enhancements on the roadmap! Thanks!

Newcomer

Question

Registrant Email when cancelling a zoom event

Forum|Forum|1 year ago
October 30, 2024
6 replies
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We are about to go live on Zoom Sessions soon and are trying to test/develop an SOP for cancelling an event. I understand how to cancel the event but I'm really disappointed in the email that is sent to registrants. I inserted a message that Zoom then copies into an email they control. Here are all of my issues:

Why doesn't Zoom provide an email template for event cancellation so that the branding carries over and we can control the whole message?
Why can't I send a test email like I can from an email template or when rescheduling an event?
Why is there a new calendar invite attached to the cancellation email that has a Subject Line of "Private Event?"
Why is the sender of the email "Zoom Events" instead of the email address associated with my license.

These are huge issues and I can't figure out any workaround. It does not appear that I can bypass this cancellation email. It is my only choice when I cancel an event. Open to any tips from current users and please put these enhancements on the roadmap! Thanks!

DeniseLahat

Community Champion | Customer

Hi Rosa, have you checked under Communications/Notifications? You can edit emails there. If you have any more questions feel free to join my FB group and Zoom Events Test Lab.

R

RosePlewaAuthor

Newcomer

Hi Denise,

That is not possible in Zoom Sessions. When building an event in Zoom Sessions, email communications are preset and tied to specific trigger. You can change the email content but you cannot change the email trigger or add your own emails/triggers. There is no "event cancellation" trigger for emails. This is an enhancement that is greatly needed.

Thanks,

Rose

M

meriment

Newcomer

You could use APIs to extract the registrant emails and send a custom cancellation email from your CRM. If you are not very familiar with APIs there is a Zoom app, Salepager, that lets you send custom emails including cancellations for Zoom Sessions.

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RosePlewaAuthor

Newcomer

This really doesn't seem to be a workable solution. I'm not having the same experience as you, Denise, in Zoom. I have all notifications turned off but the email does not come from the Communications tab. When you cancel an event, a widget pops up requiring you to send a message to recipients and you cannot bypass it.

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RosePlewaAuthor

Newcomer

We are extracting emails and sending them separately outside of Zoom but the inability to bypass the cancellation message via the event cancellation means that registrants get two emails.

DeniseLahat

Community Champion | Customer

Yes, i see the issue now. It seems to be a bug. Have you submitted it as an issue? If so please share the ticket number and I will also ask for a fix. Thanks!

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RosePlewaAuthor

Newcomer

Thanks, Denise. Our team submitted the ticket. TS1513840