This article outlines the intended purpose for each email template associated with individual Bookings and grouped Booking records. It provides guidance on how each template is designed to support specific communication needs across various booking scenarios.
In This Article
To manage and view the Automated Email configurations go to Settings > Emails, Sms & Wordings
Then navigate to Email in the left side menu.
Booking Email Templates
Select the Booking Templates tab to view and manage the available emails.
Welcome - A Welcome Email can be scheduled to send to all customers a specified number of days before their booking begins. You may set it to be sent automatically or manually, and attach any supporting documents as needed.
Pre-Departure - This email is triggered a specified number of days before the scheduled checkout date and time. It can be used to confirm departure details and provide reminders of any important changes that need to be communicated to the customer.
Departure - This email is triggered by a specified number of days after the end of a Pet’s stay. It can be used to thank the customer, provide closure to the booking, and offer the opportunity to rebook or leave feedback
Re-book Reminder - This email can be configured to trigger by a specified number of days based on the time frame defined under Area Types. It is used to remind customers to schedule their next booking.
New Booking (Not Portal) - This email applies only to bookings created internally by Admin. It does not cover new bookings made through the Customer Portal, which use a separate email template.
Confirmed Booking - This email is triggered when an Online Portal booking is approved by an Admin. (By default, bookings arrive as Unconfirmed). Once accepted, a Confirmation Email is automatically sent to the customer.
During the booking process, you have the option to set the booking status as Unconfirmed. Once the booking is approved or confirmed, the system will activate this email template.
Changed Booking - When a booking is modified, the system generates a Changed Booking email. Take care when enabling the Send Automatically setting, as customers could receive numerous notifications if staff regularly adjust bookings.
Tip: If you change the pen for a booking via the schedule - it won't send a booking change email to the customer. Only when you modify a booking by the form and save it, does the email automatically send.
Booking Checkin - This email is triggered when a Pet has been Checked In. It can be used to confirm arrival details, provide reminders, or share important information for the start of the service or confirming the check out date and time.
Booking Checkout - This email is triggered when a Pet has been Checked Out. It can be used to thank the customer, provide follow-up details, or share any post-service notes and documentation.
Unconfirmed Booking - This email is triggered when a booking is created as Unconfirmed or later marked as Unconfirmed by staff
Cancelled Booking - This email is triggered when a booking is cancelled by either the customer or staff. Supporting documents, such as cancellation policies or fee guidelines, can be attached if required.
Booking Deposit - This email is used when a booking includes a deposit that needs to be paid. Unlike other emails, it does not have a Send Automatically setting and must be sent manually after the Invoice (Deposit) is created.
Booking Deposit Due - This email is triggered when a deposit remains unpaid. Its timing is determined by the due date specified in the Deposit Requirements settings, along with the number of days’ notice configured in the template settings
Booking Deposit Cancelled - This email is triggered when a deposit remains unpaid beyond its due date and the associated booking has been cancelled.
Portal Booking - This email is automatically sent to the customer when they create a new booking through the Customer Portal.
Portal Booking Expired - If you have enabled Payment Required with Stripe in the Customer Portal, the system will send this email when a customer fails to make payment within the allocated time frame. The email notifies them that their booking is not complete and has timed out due to non-payment.
This helps prevent situations where customers skip the payment step or are unable to provide card details, mistakenly assuming their booking is confirmed
Terms and Conditions - This email can be sent to customers when a booking is created, providing them with a copy of your terms and conditions. This template does not include a Send Automatically option and must be sent manually after the booking has been set up
Terms and Conditions Reassigned - This email is triggered based on the renewal period defined in your general settings. If the terms expire and require renewal (for example, at the end of the calendar year), this email will be sent to the customer.
Booking Vaccination Reminder - This automated email is sent to customers who have an upcoming booking but whose pet vaccinations are invalid. Customers with valid vaccinations will not receive this message.
Booking Group Email Templates
Select the Booking Group Templates tab to view and manage the available emails.
New Booking Group - This email is used when multiple bookings are created at once, typically for services such as Daycare. This does not apply to Portal Bookings, which generate their own email.
Example, if a customer books every Tuesday for the next month and these dates are entered together, they will be grouped as a single Booking Group. This prevents multiple booking emails being sent to the same customer.
Confirmed Booking Group - This email is triggered when a Group Booking is confirmed—whether created through the Customer Portal or directly in the system—the customer will automatically receive a Confirmation Email
Unconfirmed Booking Group - This email is triggered when a booking group is created with the status Unconfirmed, later updated to Unconfirmed by staff, or when a booking group is created via the Customer Portal and is at the status of unconfirmed.
Cancelled Booking Group - This email is sent to the customer when the entire booking group is cancelled, either by the customer or by staff.
Portal Booking Group - This email is automatically sent to the customer when they create a new booking group through the Customer Portal.
Portal Booking Group Expired - If you have enabled Payment Required with Stripe in the Customer Portal, the system will send this email when a customer fails to make payment within the allocated time frame. The email notifies them that their booking is not complete and has timed out due to non-payment.
For More Information
On setting up templates view - Automated & Custom Email Templates
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