Automatic reminders and follow-ups

To enable or disable automatic emails or texts for an item:

1. Go to the Items section in your Dashboard and select the item you want to update.
2. Navigate to Settings > Notifications > Customer Notifications.

3. Check the box next to the type of notification to enable it; deselect the box to disable it.

   Optional: Customize your send times or message content.

4. For emails, you can send either a reminder or follow-up message. Text messages can only be sent as reminders.

   If FareHarbor waivers are in use when follow-up emails are set up, an email will be sent to all customers who signed the booking’s waiver digitally. This includes the customer who made the booking as well as any other booking participants who signed the waiver.

5. Click Save changes.

6. Repeat steps 1-5 for any additional items for which you want to update automatic messaging.

To update your automatic notification settings for an item:

1. Go to the Items section in your Dashboard and select the item you want to update.
2. Navigate to Settings > Notifications > Customer Notifications.
3. Update your settings as needed (read more about these options below).
4. Click Save changes.

Available options

Notification send time

Determine when the notification will be sent. For reminders, this will be a number of hours before the availability start time. For follow-ups, you can choose for the email to be sent a number of hours after the availability start time or end time.

Notifications are sent at the top of the hour. If a fraction of an hour is entered, the system will round up to the nearest hour. For example: if a reminder is scheduled to go out 2 hours before an availability that starts at 11:30, the email will be sent at 9:00.

Reminder cutoff time (reminders only)

For last minute bookings, you may not want to send a reminder notification. You can use this setting to choose a cutoff time (a number of hours before the availability start time) after which notifications won’t be sent.

Message content

You can customize the content of your message by choosing from your canned messages. If you do not choose a canned message, the default template will be used. Learn more about canned messages.

You can also create a custom email or text message by clicking the icon and entering the content of your message. If you choose to send a custom text message, they are limited to a maximum of 130 characters. All texts will automatically include a direct link to the booking details.

Automatic messages can be disabled on a single booking. This can be useful if, for example, a customer was a no-show and you don’t want to send them a follow-up email.

To disable automatic messages:

1. Open the booking.

2. Under Booking Actions, click the gear icon next to the Send email or text option.

   • Note: If you do not have texting enabled, the Send email or text button will read Send email instead.

3. Check the box(es) next to the message(s) you’d like to disable.

   

   • The available options will vary depending on your item settings and customer contact information on the booking.

4. Click Save.

Automatic messages can be disabled for all bookings in a single availability. This can be useful, for example, when bookings need to be cancelled for an activity that was called off due to bad weather, and you do not want to send automatic messages to your customers.

To disable automatic messages for an availability:

1. Open the availability.

2. Under Availability actions, click the gear icon next to the Send email or text option.

   Note: If you do not have texting enabled, the Send email or text button will only show Send email.

   

3. Check the box(es) next to the type of message(s) you want to disable.
   The available options will vary depending on your item settings.
4. Click Save.

Automatic email messages will no longer be sent for this availability.

You can also disable more than one availability at a single time using the availability updater.

To disable automatic messages for multiple availabilities:

1. Open the availability updater.
2. Open the Advanced menu and select Update availabilities on the left-hand navigation in the Change column.
3. Select the availabilities you want to enable or disable in section 2 (For these availabilites) and select the desired timeframe and any filters you want to apply.
4. Click the Enable or Disable tab and select the checkbox next to the desired message types.
5. Click the Preview changes button to verify the changes that will be applied.
6. Click Complete update.

Why did my automatic messages fail to send on the specified date and time?

If you have scheduled an automatic message to be sent to your customers, but prior to that date and time choose to manually send a message to them, the manually sent message will prevent the scheduled message from being sent. This behavior is enabled in order to avoid duplication of messages, which could cause potential confusion for your customers.