Setting up automated emails is a valuable practice. It helps streamline communication, reduce manual follow-ups, and ensure timely responses for bookings, payments, reminders, and updates. By automating key touchpoints, you improve consistency and save time across your operations.
In This Article
To manage the Automated Email configurations go to Settings > Emails, Sms & Wordings
Then navigate to Email in the left side menu.
| Note: When setting up Automated Emails, each template and its settings are tied to a specific subject area - Category. For example, Booking templates apply only to bookings, and Invoicing templates apply only to invoices. If you're working with invoices, Booking-related email templates won’t be available for selection. |
Automation
In this section, you can configure automation settings for each template individually and attach relevant documents as needed. You’ll also be able to quickly see if any Areas or Locations have been excluded — particularly if you're using the Multi-Sites plan.
Excluded Area Type(s) - If any Areas have been excluded, you’ll see the total number indicated here.
Exclude Location(s) - If any Locations have been excluded, you’ll see the total number indicated here.
Send Automatically - Tick this box to enable automatic sending of the email. Each template provides a brief explanation beneath the checkbox, outlining when it will be triggered during the booking process.
Examples
- Sent X days prior to booking - days can be set under the Settings Tab.
- Sent X days after booking checkout - days can be set under the Settings Tab.
- Sent when unconfirmed booking is created
- Sent to customer when booking is automatically cancelled due to unpaid deposit
Tip: If no checkbox is available, the email template is intended for manual sending only.
By ticking the checkbox you can choose to attach relevant documents by default when setting up an email template. These documents will be sent as PDF files.
• Invoice
• Quote
• Statement
• Terms
| Note The Terms sent are a copy or your Terms and Agreement to be signed. It is not the Signed Copy. |
You can also attach your own uploaded documents, allowing for customised content to be included automatically. - Once uploaded to the system, these documents will appear in a dropdown list for easy selection. Documents can be provided in either PDF or Word format, based on requirements.
Re-book Reminder - (Sent X days after booking checkout) Because different booking types are available, the number of days after checkout for sending a reminder must be set individually for each Area Type. To set these go to Settings > Area & Pens > Area Types.
If a customer makes another booking before the reminder is due, the system automatically updates the schedule and recalculates the reminder based on the latest booking.
Settings
Use this section to define time frames and configure additional settings that control how and when emails are sent.
Email Welcome Period - Specifies how many days before the booking check-in date the welcome email will be sent automatically.
Email Booking Vaccination Period - Specifies how many days before the booking check-in date the vaccination reminder email will be sent automatically.
Email Pre-Departure Period - Specifies how many days before the booking Checkout date the Pre-Departure email will be sent automatically.
Email Departure Period - Specifies how many days after the booking Checkout date the Departure email will be sent automatically.
Email Payment Reminder Period - Specifies how many days in advance the system will automatically send the payment reminder email before the payment due date.
Email Overdue Reminder Period - Specifies how many days after the payment due date the system will automatically send the overdue reminder email.
Email Vaccination Period - Specifies how many days in advance the system will notify the customer before their pet’s vaccination expires. This helps ensure timely renewals and avoids manual follow-ups.
Email Tokens Expiring Period - Specifies how many days before a customer’s tokens expire the system will automatically send the reminder email.
Daily Summary Time - Specifies the time to send the daily summary notification. It will be sent by email or SMS depending on your role settings.
Email Invoice Wait Action - Specifies when to send booking confirmation emails that by default have the Invoice or Quote attached.
- Send After Invoicing/Quote - When enabled, the system will hold the booking request in a queue and wait to send the email until an Invoice or Quote has been generated.
- Send immediately (Without invoicing/quote) - When enabled, the system will send the email straight away, even if no Invoice or Quote has been generated.
- Never Send - When selected, the system will not send any emails. This option is rarely used and serves as a safeguard to prevent all booking email communications if needed.
Emails Waiting to be Sent After Invoicing/Quotes will appear in Messages Waiting in the top Right of the Screen.
From this screen, you can send or delete the message, or view the associated booking to manage invoicing, quotes as needed.
Email Low Tokens Limit - Specifies the threshold at which a low token alert email is triggered. You can set this as a fixed number or a percentage by selecting the appropriate option to the left of the input box.
Bcc Email - Enter the email address where you’d like all outgoing emails to be blind copied. This ensures a copy is sent without the recipient seeing it.
Departure Bcc Email - Enter the email address where you’d like all Departure outgoing emails to be blind copied. This ensures a copy is sent without the recipient seeing it.
Email Signature - When enabled, your saved email signature will be automatically included in all outgoing emails.
Wording for your email signature can be edited by clicking located top right. or by going to the email templates located in Other Wordings.
Email Header Name - When enabled will display the name of the Business under the log in the body of the email. When not enabled, just the business logo will appear.
Enabled Not Enabled
Email Statement Location - (For Multi-Site users) when this is enabled, the system will generate a statement showing only the outstanding invoices for the location selected in the email—even if the customer uses multiple locations. If not enabled, selecting a location will show outstanding invoices for all locations combined.
View Statement - select email from the customers profile.
Within the email select location.
Email Marketing Contact Details - When sending marketing emails or campaigns, you can choose whether to display your primary business address or only your phone number in the email footer by selecting an option from the dropdown menu.
Email Unsubscribe Bounce - When enabled will automatically unsubscribe contacts who hard‑bounce from marketing emails.
Once edited press the button bottom right.
For More Information
On how to create and edit templates view - Automated & Custom Email Templates
On uploading customised documents view - Documents - Adding to the System
On sending email templates manually view - Sending Email Templates Manually
On how to send a personalised email view - Sending Personalised Emails & Postcards Manually (Not Templates)
On marketing emails view - Marketing Overview
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