Set up confirmation, reminder and reconfirmation emails

Email Automations sends emails to guests automatically: a confirmation when they book, reminders before the visit, and optional reconfirmation requests that ask the guest to confirm they're still coming.

Where to find it

Backoffice › Settings › Communications (section) › Email Automations.

What it does

Confirmation Email

• Send confirmation on booking (on by default) — "guests receive an email confirming their reservation details including a link to manage their booking."
• Show from-until time — whether the confirmation shows a time range (for example 19:00 - 21:00):
  • Only when the guest saw it while booking (default) — matches the widget; set per service under Hours & Shifts.
  • Always
  • Never — start time only

Reservation Reminders (off by default)

• Up to 3 reminders, each with its own timing: 1, 2, 4, 6, 12, 24 or 48 hours before the reservation. Each one can be switched on or off.

Reconfirmation Emails (off by default)

• Up to 3 requests: 24, 48, 72 hours or 1 week before the visit. The guest reconfirms with one click.
• When the email is sent, the reservation status becomes Reconfirmation Requested; when the guest clicks, it becomes Reconfirmed.

This page also has the Deposit Lifecycle Emails, No-Show Email, Post-Visit Review Email and a Daily reservation list shortcut (see the related articles).

How to set it up

1. Open Settings › Email Automations and check the selected location.
2. Under Confirmation Email, keep Send confirmation on booking on and pick a Show from-until time option.
3. Under Reservation Reminders, switch the section on. Choose the timing for each reminder; use Add Reminder for more (max 3).
4. Optional: switch on Reconfirmation Emails and set the timing; use Add Reconfirmation for more (max 3).
5. Click Save. You see "Settings saved successfully".

To change the look and add your own text (for example parking info), go to Email Templates.

Good to know

• Reminders go only to reservations that are confirmed or pending and have an email address.
• Reconfirmation requests go to confirmed or pending reservations.
• Emails are sent at the chosen offset from the reservation start time. A booking made after that moment (for example booked 3 hours ahead with a 24-hour reminder) does not get that reminder.
• Each email is sent only once per reservation.
• Staff can turn off a single upcoming email for one reservation in the Host app (see "See and control the emails for one reservation").
• Emails are sent in the guest's booking language where available.

Troubleshooting

A guest didn't get a reminder Check that: the section and that specific reminder are switched on and saved; the reservation has an email address; its status is confirmed or pending; and it was booked before the reminder time. A reservation that is already Reconfirmed or Reconfirmation Requested no longer matches the reminder statuses. Then look the guest up in Email Activity.

Guests no longer receive a confirmation Check that Send confirmation on booking is on and saved. Turning it off stops the booking confirmation; your internal new booking emails keep their own switch under Settings › Communications.

A reconfirmation request was not sent Reconfirmations go only to confirmed or pending reservations with an email address, at the chosen time before the visit. A booking made after that moment won't get it.

"Failed to save settings. Please try again." Reload the page and try again. If it keeps failing, contact 10Seat support.