Set Up Email for Appointments

Complete these tasks to configure when and how Student Success Hub sends appointment-related emails to support staff and students.

Note Requires a Customer Community Plus or Customer Community Plus Login license, such as through Experience Cloud for Learner Success.

Email notifications are automatically generated for attendees—staff and students—for appointments scheduled in advance. The notifications include an attached .ics calendar file, which is used for calendar updates. Out of the box, notifications are sent when an appointment is scheduled, rescheduled, or canceled.

Set Up Appointment Notification Email Custom Settings
You can choose to turn off some or all of the default appointment notification emails.
Set Up an Email ID for Appointment Emails
By default, Appointment Emails are sent from whoever triggered the action—you, a support staff member, or a student. For example, if a student books an appointment in the Scheduling Wizard, the confirmation email is sent from the student’s email address. Likewise, if the support staff member books an appointment from the Appointment Manager, the confirmation email is sent from the support staff member’s email address. To create a consistent email experience, you can set up emails to send from a default From field.

Set Up Appointment Notification Email Custom Settings

You can choose to turn off some or all of the default appointment notification emails.

From Setup, search for then select Custom Settings. Click Manage next to SSH Hierarchy Settings. Review the email-related custom settings.

Setting	Description
Appointment Emails	If selected: Email notifications are sent, with the specific types based on the value of the Appointment Email Opt In setting. Support staff get access to individually manage their own Email Notification Settings in their Availability Settings. If deselected: Email notifications aren't sent and Email Notification Settings are hidden from support staff. Note The email contents themselves can't be customized. If you prefer to create and use your own custom email templates, you can. Deselect Appointment Emails and use process automation to send customized versions. The system-generated .ics file is available only for Student Success Hub emails, not custom emails.
Appointment Email Opt In	Applies only if the Appointment Emails setting is selected. The integer value represents the combination of appointment emails that an individual support staff member has chosen to receive. Don't edit the organization-level value. When individual support staff members edit their Email Notification Settings, the appropriate value is derived and saved automatically in their individual user custom settings—you don't need to specify a value for each individually. Valid values: 7 = All emails (confirmation, update, and cancellation) 6 = Update and cancellation only 5 = Confirmation and cancellation only 4 = Cancellation only 3 = Confirmation and update only 2 = Update only 1 = Confirmation only 0 = No emails
Turn Off Email Attachments for Students	By default, Appointment emails for students include attached .ics (calendar) files. You can turn off these attachments.
Disable Support Staff Email Attachments	By default, Appointment emails for support staff and the appointment organizer include attached .ics (calendar) files. You can disable these attachments. Note This setting overrides the Don't attach ICS file for organizer setting.
Email ID for Appointment Emails	This setting allows all Appointment emails to be sent from a default From field. This value is not an email address.
Don’t Attach ICS File for Organizer	By default, Appointment emails include an ICS file for the appointment organizer. You can disable these attachments. Note Don’t use this setting if you’re using the Disable Support Staff Email Attachments setting.

Set Up an Email ID for Appointment Emails

By default, Appointment Emails are sent from whoever triggered the action—you, a support staff member, or a student. For example, if a student books an appointment in the Scheduling Wizard, the confirmation email is sent from the student’s email address. Likewise, if the support staff member books an appointment from the Appointment Manager, the confirmation email is sent from the support staff member’s email address. To create a consistent email experience, you can set up emails to send from a default From field.

Note The Email ID for Appointment Emails works only for Appointment emails. For all other email communication, the running user is the sender. For example, if a support staff member sends the student an email directly, the From field is the support staff member’s email.

To set up your default Appointment email, complete these steps.

Create an org-wide email address.

From Setup, go to the Organization-Wide Email Addresses page. Specify a display name and email address, and set access for your profiles. Make sure to give your System Administrator, support staff, and student profiles access.
Verify the email address.

Open your email client and look for an email from Salesforce. Click the confirmation link to verify the address.

Important You must verify the email address for this feature to work.
Get the ID associated with the email address.

Use Workbench or Data Loader to look at the OrgWideEmailAddress object. Find the email you specified in the Address field and then copy the ID value associated with the email address.
Update the SSH Hierarchy Settings.

From Setup, go to the Custom Settings page and click Manage next to the SSH Hierarchy Settings. Enter the record ID from step 3 for the Email ID for Appointment Emails settings.

Note To see SSH Hierarchy Settings, you need the Customize Application user permission. See Create Custom Settings.