Create custom email automations (before or after a visit)

Included — no add-on needed. Conditions are in beta.BackofficeFor managers

Needs: Any backoffice user who can open Settings

Custom email automations let you write your own emails that go out automatically a set time before or after a reservation — for example a "what to expect" email the day before a tasting menu, or a thank-you a day after the visit.

Where to find it

Backoffice › Settings › Communications (section) › Custom email automations.

What it does

Each automation has:

  • Automation name — for you only.
  • Trigger timing — Before visit or After visit.
    • Delay: 1, 2, 4, 6, 12, 24, 48, 72 hours or 1 week before/after the reservation time (there is also a "1 minute (testing)" option).
    • After visit only, Timing mode › Fixed time, days after visit: send at a set time (Send at (location time)) a number of days after the visit (1 to 365).
  • Email template — Subject line and Message body per language (English, Nederlands, Français; Add language to add one). Use Insert variable for Customer name, Guest name, Restaurant, Restaurant email, Restaurant phone, Restaurant address, Reservation date, Reservation time, Party size, Confirmation code and Experience name. Insert link adds a link (http, https or mailto only).
  • Conditions (Beta) — optional filters: experiences, min/max party size, Guest VIP (Any / VIP only / Non-VIP only), first-time or returning guests, guest tags, reservation tags and reservation statuses (max 10).
  • An Email preview with sample data and Send a test.

How to create one

  1. Click Create automation (or New automation).
  2. Enter an Automation name, for example "Post-visit thank you".
  3. Under When to send, choose Before visit or After visit and the delay or fixed time.
  4. Write a Subject line and Message body for at least one language. Insert variables such as {{customerName}} and {{restaurantName}}.
  5. Optional: add Conditions.
  6. Use Send test with your own email to check it. The subject starts with [TEST].
  7. Click Save. The automation is Active; use Disable automation to pause it.

Good to know

  • Guests receive the version in their booking language. If you only wrote one language, everyone receives that version; if their language is missing, your location's default language is used.
  • Without status conditions, Before visit emails go to confirmed, pending, reconfirmed and reconfirmation-requested reservations; After visit emails go to completed, seated, confirmed and reconfirmed reservations.
  • Reservations without an email address are skipped, and each automation is sent only once per reservation.
  • Guests who booked through Reserve with Google only receive custom automations if they have marketing consent.
  • Conditions based on the guest (VIP, tags, first-time) need a reservation linked to a guest profile.
  • The logo, colours and font saved in Email Templates are used for these emails, even when Use Custom Email Template is switched off.

Troubleshooting

"Name is required" / "Add at least one subject line (e.g. English)" / "Add at least one message body (e.g. English)" Fill in the name and at least one language's subject and body before saving.

"Min party size cannot be greater than max party size" Correct the party-size condition.

"Only http, https, and mailto links are allowed" Start links with https:// or mailto:.

"Subject and message body are required to send a test" The language tab you're on is empty. Fill it in or switch tabs.

The automation didn't reach a guest Check: the automation is Active; the reservation has an email and a matching status; the conditions match (guest conditions need a linked profile); the booking existed before the send time; and nobody turned the email off for that reservation in the Host app. Conditions are in beta, so test them before relying on them.