Create a scheduled email

Use a scheduled email when customers should automatically receive a message at a set time relative to their booking or the event start — for example a reminder two days before the start time or a follow-up one week after booking.

Before you start

Decide:

• when the email should send, and whether the timing is relative to the event start time or the booking time
• whether it should go only to customers who signed up for specific subscriptions
• whether it may be sent without marketing consent
• the subject and body content for each language your shop uses

Create the scheduled email

1. In the back office, open Comms > Scheduled Emails.
2. Select Create.
3. Enter a Name. This name is internal; customers see only the subject and body.
4. Set the timing: enter a duration next to Send, then select Before or After under When, and Start time or Booking time under Relative to. With a duration of zero, the option becomes Exactly at.
5. Switch on Send only if marketing consent is given when the message is promotional rather than operational.
6. Switch on Send this message even if the order comes after the scheduled time if late bookers should still receive the message after its send time has passed.
7. Under Subscriptions, optionally select subscriptions. Only customers signed up for these subscriptions will receive the email.
8. Enter the Subject and Body. Insert placeholders and text blocks from the suggestion list instead of typing them manually.
9. Select Create.

Assign it to your services

A scheduled email only sends for orders on the services it is assigned to:

1. Open the event, event template, product, admission, or voucher that should trigger the email.
2. Open the Customer communications tab.
3. In the Scheduled emails section, select the scheduled emails to assign.
4. Select Update communications.

Archive a scheduled email

Archiving a scheduled email moves it to the archived scheduled emails list and removes it from any events, event templates, or admissions it is assigned to. It stops sending from that point on. The action can be undone from the archived list.

Expected result

Customers who book an assigned service — and who match the subscription and consent conditions — receive the email at the configured time, and each send appears in the order's History.

Troubleshooting

Related articles

• Check whether a scheduled email was sent
• Edit an email template safely
• Use text blocks for reusable copy