Email templates let you automate customer communication at every stage of the booking lifecycle. Each template is tied to a trigger event, supports merge tags for personalization, and can be edited with a basic HTML editor or a visual drag-and-drop builder.
Template list
The templates page shows a table of all configured email templates for the selected location. Each row displays:
| Column | Description |
|---|---|
| Template | Name and trigger type |
| Subject | Email subject line |
| Status | Enabled or disabled |
| Scheduling | Trigger event and timing (e.g., "Immediately after booking") |
| Actions | Preview, edit, schedule, style, copy, or delete |
Switch between the Templates tab and the Domain Auth tab using the tab bar at the top.
Available triggers
Each template is linked to a trigger event that determines when the email fires:
| Trigger | When it sends |
|---|---|
| Booking Confirmation | Booking is confirmed |
| Booking Approval | Booking requires and receives approval |
| Booking Denial | Booking approval is denied |
| Booking Cancellation | Booking is cancelled |
| Booking Reschedule | Booking is rescheduled |
| Booking Weather Reschedule | Booking is rescheduled due to weather |
| Booking Reminder | Configurable time before the booking start |
| Booking Refund | Refund is issued |
| Collect Booking Deposit | Deposit payment is processed |
| Release Booking Deposit | Security deposit is released |
| Cart Abandoned | Customer abandons checkout |
| Request Review | Post-booking review request |
| Waitlist Confirmation | Customer is added to the waitlist |
| Waitlist Booking Available | Waitlisted date becomes available |
| Yearly Reminder | Annual re-engagement email |
| Gift Card | Gift card is purchased and delivered |
| Tip Confirmation | Tip is received after completion |
| Tour Pending Minimum | Tour has not yet met the minimum participant threshold |
| Tour Confirmed | Tour reaches minimum and is confirmed |
| Tour Cancelled | Tour is cancelled |
| Tour Completed (Review Request) | Tour completes and review is requested |
| Bundle / Cart Order Confirmation | Bundle order is confirmed |
| Booking Link | Private link is sent to a customer |
| Slip: Bill Sent | Marina slip bill is issued |
| Slip: Hold Expired | Marina slip hold has expired |
| Save My Spot Confirmation | Save My Spot reservation is confirmed |
| Save My Spot Reminder | Reminder for a Save My Spot reservation |
| Payment Plan: Upcoming Payment | Payment plan installment is approaching |
| Payment Plan: Payment Charged | Payment plan installment is charged |
| Payment Plan: Payment Failed | Payment plan charge fails |
| Payment Plan: Plan Cancelled | Payment plan is cancelled |
| Post-Trip Summary | Summary sent after trip completion |
| Payment Captured | Remaining balance payment is captured |
| Invoice: Balance Due | Invoice with outstanding balance is sent |
| Manual | Sent manually by staff from the booking detail page |
Editing a template
Basic HTML editor
Open a template to edit the subject line and body using a rich text editor (ReactQuill). Insert merge tags using the placeholder button, which shows a dropdown of all available variables.
Visual editor (Unlayer)
Click the Visual Editor button to open the Unlayer drag-and-drop email builder. Design emails visually with:
- Pre-built content blocks (text, images, buttons, dividers, social links)
- Drag-and-drop layout with columns and rows
- Responsive design that adapts to mobile
- Custom merge tag insertion
- Design templates and style presets
Conditional blocks
Insert conditional blocks that show or hide content based on booking data. For example, show a damage deposit section only when a deposit is held, or show tour-specific information only for tour bookings.
Merge tags
Insert merge tags to personalize each email with real booking data. Tags are replaced at send time.
Common merge tags
| Tag | Description |
|---|---|
{{CustomerInfo.FirstName}} | Customer's first name |
{{CustomerInfo.LastName}} | Customer's last name |
{{CustomerInfo.Email}} | Customer's email |
{{BookingInfo.StartDate}} | Booking start date |
{{BookingInfo.EndDate}} | Booking end date |
{{BookingInfo.CompanyName}} | Your company name |
{{BookingInfo.CompanyPhoneNumber}} | Your company phone |
{{BookingInfo.Address}} | Location address |
{{InventoryInfo.inventoryName}} | Name of the booked item |
{{RentalPricing.Total}} | Total booking price |
{{RentalPricing.Currency}} | Currency code |
{{PaymentInfo.DepositDueNow}} | Deposit amount due |
{{PaymentInfo.RemainingBalance}} | Remaining balance after deposit |
{{OrderUrl}} | Link to the customer's Next Steps page |
{{GiftCard.code}} | Gift card code (for gift card emails) |
{{GiftCard.amount}} | Gift card amount with currency |
The full list of available variables is accessible through the placeholder button in both the basic and visual editors.
Scheduling
Configure when the email sends relative to the trigger event:
| Timing | Description |
|---|---|
| Immediately | Sends as soon as the trigger fires |
| X minutes before | Sends a set number of minutes before the event (e.g., 120 minutes before booking start) |
| X minutes after | Sends a set number of minutes after the event |
The scheduling configuration dialog lets you set the delay in minutes and choose the direction (before or after). Each template can be independently enabled or disabled.
Style presets
Apply visual themes to your emails from the style presets library. Presets control colors, fonts, button styles, and overall layout. You can also create custom style presets with your brand colors and save them for reuse.
Domain authentication
The Domain Auth tab provides instructions for configuring SendGrid DNS records to send emails from your own domain. This improves deliverability and prevents emails from landing in spam.
Required DNS records:
- SPF -- Sender Policy Framework
- DKIM -- DomainKeys Identified Mail
- DMARC -- Domain-based Message Authentication
Copying templates
Copy to location
Duplicate a single template to one or more other locations. The copy includes the template content, subject, body, scheduling configuration, and style settings.
Copy all templates
Duplicate all templates from the current location to another location in one operation. An overwrite confirmation dialog appears if the destination location already has templates for the same triggers.
Always send a test email to yourself before activating a template. Use the preview feature to see exactly what customers will receive with real booking data. Keep email content concise and action-oriented -- customers scan, they do not read paragraphs. Check the mobile preview since most customers read email on their phone. Set up per-location branding if your locations have different logos or color schemes.
Emails not sending -- Verify the template is enabled, the trigger is set correctly, and your domain authentication (SendGrid DNS) is properly configured.
Merge tags showing as raw text -- Check the tag syntax. Tags must be wrapped in double curly braces with the correct path: {{CustomerInfo.FirstName}} not {{ CustomerInfo.FirstName }}.
Emails going to spam -- Complete your domain authentication setup with SPF, DKIM, and DMARC records. Sending from an unauthenticated domain significantly increases spam filtering.
Email looks different in some clients -- Email rendering varies across clients (Gmail, Outlook, Apple Mail). Use the visual editor's built-in compatibility mode and test across multiple clients.
Template copy failed -- Ensure you have admin permissions at the destination location. The copy operation may show an overwrite confirmation if templates already exist for the same trigger at the destination.