Automated Emails

What is an Automated Email?

Automated Emails are typically emails that send from your system automatically when customers match the selected criteria.
As well as simply sending out an email, they can:

• Send an automated SMS - requires Twilio or TextLocal to be set up and configured
• Add the customer to a Multi-Email Campaign

These can be used to provide information about an upcoming booking, send a follow up after a completed booking, remind customers to complete waivers or renew memberships, or used for marketing to specific customers who match certain criteria.

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Creating an Automated Email.

If this will be used to send out an email to customers, you will need an email template created first within Marketing Hub > Email Templates.
In Marketing Hub > Automated Emails, click Add at the top to set up a new Automated Email.

You'll then need to set the criteria that triggers the email to send.

Name	Give your automated email a name that makes it clear what it's for - customers won't see this.
Active	When this is ticked, emails will start sending out. It's recommended to only tick this once it's been set up and tested.
Communication Type	Select the Marketing preference or Contractual if it's directly related to a booking. If a marketing preference is selected, it will only send to customers who are opted in to the selected preference.
Send at	This determines when your email is triggered to send. Anything date-based eg. before/after activity start, membership expiry etc will just need a number of hours or days entering and will trigger at that time. If using 'Daily from filter' options, please note that the number of hours set is based on the time. 0 hours is midnight, so to send it at 1pm you'd need to enter 13, as it generates 13 hours after the start of the day.
Action	Send Email: Sends the selected email template to the customer, with any dynamic fields populated Send SMS: Changes the section on the right to an SMS text box where the SMS content can be added (will only send to customers with a mobile number entered and opted in to SMS marketing if the communication type is a marketing preference) Add to Multi-Email Campaign: When the criteria is met, the customer is dropped into the selected Multi-Email Campaign.
Template	If sending an email, start typing the name of the template you want to use and select it from the list. This will then display on the right hand side.
Update contact extra-info date	This is used when the criteria for an automated email may mean it triggers for the same customer repeatedly. For example if sending out a feedback survey after bookings are completed, you may have regular visitors who you don't want to send this to every time. In these cases, add a date field to the extra info section on contact records, select it from this dropdown, and set up a contact filter with a condition for this date field and how many days ago it needs to be since it was last updated. Whenever the customer receives the automated email, it will update this date field. The contact filter when applied to the automated email will then only pick up customers when the date meets the specified range, and they'll then receive the email again and the date will be updated again.
Locations	Select which location(s) the automated email will send for - this looks at bookings, orders, and memberships for the selected location depending on what the trigger is.
Experiences	Select the experiences that will trigger the email if sending based on a booking.
Postponed bookings	Tick to exclude postponed bookings, eg. if sending a feedback survey email 24 hours after activity start, you'll likely want to exclude any postponed bookings as they haven't yet attended.
Product Filter	If there are only certain activities within an experience that you'd like to trigger the email, or it's based on orders for non-activities that aren't linked to an experience, you can assign a product filter to determine what the order contains to trigger the email.
Booking or Voucher	Enables you to set whether the automated email sends for bookings only, vouchers only, or both.

Customer filters.

This is where you can set further limits to control who does or does not receive the email.

Has/Has not completed a waiver	If the email is for a waiver reminder for example, this could be set to 'No Waiver', so it only sends to people who haven't yet completed their waiver for the selected activities.
Is a Member	Determines whether the email sends only to members or non-members
Is Checked in	Determines whether the email will send only to customers who were checked in (eg. for feedback request), or not checked in (eg. for no-shows)
Future parties with outstanding balance	Automated emails can be used to send reminders when a party balance is due to be paid in full. If this is ticked and the email is set up to send 7 days before activity start, this would ensure it only sends to customers with upcoming party bookings who haven't already paid the full balance.
Memberships	Tick 'Only for specific membership products' to select which membership types will trigger the email.
Phonebook	If you have multiple contact phonebooks set up, this will tell the automated email to only look at contacts within a specific one. In most cases this won't need selecting or will just be Customers / Prospects. Additional phonebooks can be set up for staff, agencies, etc and automated emails configured to send to just them.
Contact Filter	Allows you to select an existing contact filter, and the email will only send to people who are in that filter.
Company Filter	Allows you to select an existing customer filter, and the email will only send to people whose customer/company records are in that filter (most commonly used for outstanding balance or Customer Type criteria)
Order Filter	Looks for contacts who have orders in the selected filter.

Additional Features.

Unique Promotion	You can set up a unique code promotion to send via an automated email, for example to send after a completed booking to give a discount on the next booking. Select the promotion from the dropdown and enter a number of uses. For this to work, your email template must contain the <<uniquepromocode>> dynamic field to be able to display the unique promotion code. A new code is generated automatically when the email is sent out.
Survey	If your email needs to contain a link to a survey already created in FuseMetrix, select it from the dropdown here. Your email template must contain the <<surveylink>> dynamic field for this to work - it's recommended to add this as the URL for a button.
Send to all participants	Used for if you're capturing the email addresses of multiple participants on a booking, for example via a waiver. By default, automated emails will only send to the lead booker. If this is ticked, it will also look for additional participants against bookings who match the selected criteria.