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Communications

Metrognome communicates with members and staff through email and SMS. There are no push notifications or in-app messaging.

Email

All emails are sent through Resend from hello@metrognome.com. Staff notifications come from domain-specific addresses (e.g., tours@metrognome.com, reservations@metrognome.com).

Member Emails

Members receive emails at key moments in their journey:

Booking confirmations and cancellations — sent immediately when a reservation (hourly, monthly, or tour) is created or cancelled. Hourly and tour confirmations include a calendar attachment (.ics file). Monthly lockout welcome emails do not.

Reminders — sent 1 hour before an hourly reservation starts. Only for hourly bookings, not monthly or tours.

Follow-ups — sent the morning after an hourly session (10 AM in the location's timezone) with a link to a feedback form. Suppressed if the member received a follow-up within the past 7 days for any reservation.

Lockout welcome — sent when a monthly lockout is created. Includes the member's door access code unless the lockout is future-dated, in which case a separate "studio ready" email with the code is sent when the lockout activates.

Invitations — sent when staff invites a member to check out a lockout, join the waitlist, or complete their account setup. The staff member who sent the invitation is BCC'd.

Migration emails — sent to legacy tenants during the migration process: an invitation to join, a confirmation when they submit, and a welcome email when staff approves.

Waitlist confirmation — sent when a member joins the waitlist, confirming their preferences and deposit.

Staff Emails

Staff receive notification emails when members take actions at their location:

  • Tour booked or cancelled
  • Hourly reservation booked or cancelled
  • Monthly lockout booked or cancelled
  • Waitlist entry created
  • Migration submission received or approved
  • Contact form submitted (routed by reason — studio interest, billing, technical support, etc.)

Staff notifications are sent to the location's community manager. If no community manager is assigned, they go to hello@metrognome.com.

Contact Form Routing

Contact form submissions are routed to different addresses based on the reason:

  • Studio interest and reservation help go to the community manager at the selected location
  • Waitlist requests go to waitlist@metrognome.com
  • Group/commercial inquiries go to commercial@metrognome.com
  • Billing questions go to billing@metrognome.com
  • Technical issues go to support@metrognome.com
  • Other inquiries go to contact@metrognome.com

SMS

SMS is sent through Twilio via a Messaging Service. Currently only one SMS type exists: migration invitations sent to legacy tenants with a link to set up their account. SMS can be sent individually or in bulk via background jobs.

Consent is tracked per contact (email address or phone number) across three dimensions: messaging channel (email or SMS), purpose (transactional or marketing), and advertising opt-out.

Transactional messages — booking confirmations, access codes, account setup emails — are always sent regardless of consent preferences.

Email marketing — operates under the CAN-SPAM opt-out model. Members receive marketing emails by default with no signup consent required. They can opt out at any time via the unsubscribe link in any email or through the preference center. Once opted out, no marketing emails are sent until they opt back in.

SMS marketing — requires express written consent under TCPA. Members must actively check a consent checkbox during signup before receiving any marketing SMS. The checkbox uses affirmative language ("I agree to receive promotional text messages from Metrognome..."). No record of consent means no SMS. After opting out via STOP, members can only re-subscribe by texting START.

Advertising opt-out (CCPA/CPRA) — members and visitors have the right to opt out of the sharing of their personal information for cross-context behavioral advertising. Metrognome honors this right through the "Your Privacy Choices" footer link and /privacy-choices page. Opting out suppresses all advertising-bound data flows: Meta Pixel browser calls, Meta Conversions API server events, and Google Ads conversion signals. Operational analytics (PostHog, Sentry) and service providers (Stripe, Supabase, Resend, Twilio) continue operating regardless of advertising opt-out status.

Global Privacy Control (GPC) signals — a browser-level "do not sell or share" signal — are honored automatically on first request, without requiring any user interaction.

Members can manage their preferences at any time through the preference center in their account settings, or by clicking unsubscribe links in emails. Advertising opt-out is managed separately at /privacy-choices. For SMS, replying STOP to any message opts them out; replying START opts them back in.

Unsubscribe

Every member-facing email includes a one-click unsubscribe header that email clients can surface as a native unsubscribe button. Clicking it or the unsubscribe link in the email footer records an opt-out for email marketing. Staff notification emails do not include unsubscribe options.

Environment Controls

In non-production environments, emails to addresses outside of @metrognome.com are silently skipped. Emails and SMS can be disabled entirely for testing.