Within an individual booking, you have the option to either send a manual email or apply an automated email group.
During onboarding, for example, bookings are often entered into the system as part of the setup process ahead of the set up for email automation. In these cases, it may not be appropriate for the guest to receive every email within your usual automated sequence.
OR you may want to send an adhoc email to a guest
To manage this, you can:
- Send a manual email directly from the booking if you only need to send a specific message.
- Add an automated email group to the booking if you want the remaining relevant emails in the sequence to be sent automatically.
This gives you flexibility to ensure guests receive the right communications without triggering emails that are no longer relevant.
1. First you need to navigate to the booking.
2. If you know the booking number, click on the Search button on the top right of the SuperControl page and enter your booking number.
Then click onto the magnifying glass or hit the Enter key on your keyboard.
You can also go to Bookings > Grid view. Once in the grid click on the booking. A panel will be opening at the right hand edge of the window.
Click onto the booking number at the top, this will open the selected booking in a new tab.
1. Once you’re in the booking, click History & Correspondence make sure the option Email is selected. If the guest has provided an email address this option will be selected by default.
To see how to include a link to terms and conditions for an admin booking click here.
2. Select your letter from the drop-down list.
3. An optional step is to choose how to add the booking summary from the Customer Summary drop-down menu. You can either Append or Insert the summary into the email.
4. Click Generate.
The email preview will generate in a new pop-up.
You will see the link showing in the booking summary.
Make any necessary amendments, tick boxes for attachments and copy yourself in.
Please note:
Should you not see any pop-up with the generated email, please check the pop-up settings of your browser to make sure it's allowing pop-up to be shown.
5. Click Send at the bottom of the page.
The email will display within the History & Correspondence section so you can see when emails were sent manually to the guest.
Once a guest receives this email they can click the link and enter their card details online to process their payment. This saves you time as you don’t have to contact the guest e.g. by telephone and it saves the guest time as they can quickly pay any outstanding amount online.
This option will display your letter text at the top of the page and the booking summary underneath.
Append is the preferred option by most customers as it creates a more professional looking email.
This will incorporate the letter text into the booking summary.
Please note:
If you have an agency account, you will see the option to either send a summary as the guest would see it (Customer summary) or to send a summary according to the owner specific settings (Owner summary).
Please note:
The following options will only be visible in agency accounts.
Agencies have several options as to what kind of summary they can select to add to manually sent emails.
These options allows you to sent an owner specific booking summary, with different (less) information than in the default booking summary.
Does exactly that. It does not include a booking summary and therefore no financial details to the recipient.
This option will append a financial booking summary to the end of the email.
The figures within it will be according to the settings for the owner.
There will be less information contained than in the standard customer (guest) booking summary.
This option will insert the letter text between agency information and the financial booking summary.
The figures within it will be according to the settings for the owner.
There will be less information contained than in the standard customer (guest) booking summary.
This option will append the booking summary to the end of the email. After the actual email text.
It is the preferred option for most clients.
This option shows the same financial details as the options in owner accounts. This means, the owner sees financial information you might not necessarily show to the owner, e.g. booking extras for booking fees.
This option will append the booking summary to the end of the email. After the actual email text.
This option shows the same financial details as the options in owner accounts. This means, the owner sees financial information you might not necessarily show to the owner, e.g. booking extras for booking fees.
1. Scroll down to History & Correspondence in the booking
2. Select the automated email group in the 'Auto Form Letters' drop down and click add letter group
If there are no groups available here this means that the automated emails have not been set up: more information in how to do this click here.
The system will then run a test on the emails to see if it will be successful and if the booking meets the logic of the email set up. (example below)
If the test is successful you will see this system message:
The system will reload the booking and you will be able to see the email group applied to the booking: you can now choose what needs to be kept in the scheduling or delete as applicable.
When sending an email manually in a booking or setting it to send automatically, the email may not be received by the guest. There may be several reasons for this.
- The email address is incorrect
- The guest's email inbox is full
- The email has gone into the guest's junk mail or spam folder
- The guest has blacklisted your email address
In the first instance contact the guest to ask if any of these reasons are the case.
If there is not a problem, check with the person(s) who is responsible for looking after your website or emails.
If there is no issue on either side, email [email protected] to ask if the email has been sent or if there is a problem on our side.