Email Automation
Email automation allows you to create sophisticated, multi-step email campaigns that send automatically based on specific events (triggers) and customer actions. Build powerful sequences with precise timing, conditional logic, and personalized communications—all without manual intervention.
Overview: Core Concepts
The workflow system is a visual, event-driven builder that runs sequences in the background.
| Concept | Definition | Key Elements |
| Automation | A set of automated steps triggered by a single event, designed to send timely emails. | Trigger, Steps (Actions), Conditions, Timing, Templates. |
| Trigger | The single starting event that begins the workflow (e.g., Booking Created, Cart Abandoned). | Required for every automation. |
| Actions/Steps | What the automation does after the trigger (e.g., Wait 2 hours, Check Condition, Send Email). | Executed sequentially (top-to-bottom). |
Accessing Automations
- Go to Emails and Messaging > Email Templates (Beta)
- Click the Automations tab.
- Click + Create automation to begin a new workflow.
Triggers: Starting the Automation
A trigger is the event that initiates the entire workflow. Each automation must have one trigger.
Common Trigger Types
| Trigger Category | Example Trigger | Purpose |
| Booking Events | Booking Created | Sends immediate confirmations. |
| Booking Events | Booking Completed | Starts post-event follow-up sequences. |
| Booking Events | Booking Cancelled | Sends cancellation confirmations or rebook prompts. |
| Payment Events | Payment Received | Sends payment confirmations and receipts. |
| Customer Actions | Cart Abandoned | Initiates recovery sequences to win back lost sales. |
| Time-Based | Specific Date/Time | Used for scheduled campaigns or bulk reminders. |
Automation Actions (Steps)
Actions are the core building blocks that determine what happens and when. Actions run sequentially, one after the other.
| Action Type | Purpose | Configuration | Best For |
| Send Email | Sends an email using an active, custom template to the customer or recipient. | Select the Email Template from the dropdown. | Delivering all communications (confirmations, reminders, promotions). |
| Wait | Pauses the workflow for a set duration, relative to the previous step. | Set a Number and a Unit (Minutes, Hours, Days, Weeks). | Creating email sequences with spaced-out messages (e.g., wait 24 hours between reminders). |
| Schedule | Pauses the workflow until a date relative to the trigger date (e.g., the booking date). | Set a Time Offset (e.g., 48 hours before the event date). | Booking reminders and follow-up timing. |
| Condition | Checks a criteria, creating if/then logic to branch the workflow or skip a step. | Set a Condition Type (e.g., Payment Status) and an Operator (e.g., Equals 'unpaid'). | Preventing unnecessary emails (e.g., skip reminder if payment is already made). |