Set up internal staff emails for new bookings, cancellations and waitlist

10Seat can email your team whenever a booking comes in online, a reservation is cancelled or a guest joins the waitlist. You choose which emails are sent, under which conditions, and to which addresses — with a different list per email type if you want.

Where to find it

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

What it does

• Internal new booking emails — "Send an email to your staff recipients when a new reservation or larger-group request comes in online."
• Conditional Rules — limit new booking emails to reservations that match at least one rule: Only when reservation has special requests, Only when party size is at least (a number), Only for larger group requests. With no rule on, every booking triggers an email. The page shows the current rule, for example "Current rule: send when has special requests, party size >= 8."
• Staff email recipients — one email per line, up to 20. Leave it empty to use the location contact email. By default, all internal emails go here.
• Internal cancellation emails — an email when a reservation is cancelled. Under Which cancellations choose Only when the guest cancels (from their confirmation email or guest page) or All cancellations (also when a team member cancels or declines a request).
• Internal waitlist emails — an email when a guest joins the waitlist.
• Per type, Send new booking emails to different recipients, Send cancellation emails to different recipients and Send waitlist emails to different recipients. When on, that email goes only to the addresses you list there.

How to set it up

1. Open Settings › Communications.
2. Switch Internal new booking emails on or off. Add Conditional Rules if you only want emails for some bookings.
3. Enter your Staff email recipients, one per line.
4. Switch Internal cancellation emails on or off and choose Which cancellations.
5. Switch Internal waitlist emails on or off.
6. Optional: turn on "Send … to different recipients" for a type and enter its own list (for example the events manager for large groups).
7. Click Save. You see "Settings saved successfully".

Good to know

• These settings never affect guest emails. "Customer confirmation emails are always sent regardless of this setting."
• Waitlist staff emails require Internal new booking emails to be on. Guest waitlist emails are always sent.
• Staff emails use the default 10Seat design, not your custom email branding.
• When a staff member replies to a new booking or cancellation email, the reply goes to the guest.
• Settings are per location. Select the right location in the header first.
• Sent staff emails can be checked in Email Activity: set the type filter to All Emails, narrow the date range and look for the recipient address.

Troubleshooting

"One or more email addresses are invalid." A line contains a typo (missing @ or domain). Fix it — you can't save until every address is valid.

"You can add at most 20 recipient email addresses." Remove addresses until there are 20 or fewer per list.

"Add at least one email address, or turn this off." You turned on different recipients for a type but left its list empty.

We don't get emails for bookings made by phone Internal new booking emails are meant for bookings that come in online (widget and other online channels). Don't rely on them for bookings your team enters by hand.

We stopped receiving new booking emails Check that Internal new booking emails is on and that no Conditional Rule filters out the bookings. Then look in Email Activity (type filter All Emails, date range of the booking): if emails show as Delivered, check your spam folder; if they Bounced, the address is wrong or the mailbox is full.

Cancellation emails don't arrive when we cancel ourselves Which cancellations is set to Only when the guest cancels. Choose All cancellations.