Email Automation Rules

Automated emails and texts can be sent to the guest, property manager, owner, or a specific email address based on the trigger-rules applied.

The rules are used to create and send personalized automated emails and text messages, marketing mailing campaigns, and to track email history and stats.

Emails, SMS messages, and auto-Airbnb emails can be triggered.

Before using the CRM to configure automated email mailers, please be aware the Outbound Email Settings must be configured first. The Property Manager must use either their own SMTP or Mailchimp Transactional Email (formally Mandrill) to successfully use the CRM. Please click here for more information.

It is recommended to create the following six mailers to be sent to the guest throughout the booking process:

  • Thank You for Quoting
  • Guest Booking Confirmation
  • Guest Portal Information
  • Payment Reminder
  • Arrival Instructions
  • Thank You for Staying with Us

In addition to the above six mailers that can be sent throughout the booking process, there are endless ways to use the CRM to communicate with guests and within your organization. Some other examples of CRM Mailers include:

  • Happy Anniversary or Birthday email to past or future guests
  • Market a Cart Extra such as insurance or equipment rentals
  • Post-Departure Surveys or Reviews
  • Owner Booking Notifications
  • Canceled Booking Notifications to Property Manager or Guest
  • Notification to Reservation Team to deliver a “Welcome Pack” that the guest purchased online

How to Configure an Automated Rule

Before setting up a new rule, be sure that an email or SMS template has been created via the Template Builder.

  1. Communications
  2. Template Builder
  1. Ensure that the category “CRM” has been applied to the email template

Once the template has been created, the rules can be applied by going to:

  1. Communications
  2. Automation Rules

Please follow these steps to add a new email mailer:

  1. Click the “Plus” icon
  2. Type the mailer name under the “Mailer” column; for example, “Guest Booking Confirmation”
  3. Click the “Save” icon and then click the “Edit” icon to open the configuration window  

Configure Mailer Tab

  1. Mailer Name internal name of the mailer and should correspond to the name of the email
  2. Reply to Email  the email address to receive any responses to the email
  3. Template specify the corresponding CRM Email template. (Click “Edit” to view or update the template)
  4. Person Category  specify a category if applicable to send to certain contacts within the CRM. People can be categorized in Management Company > CRM  Manage People.
  5. Re-Process Period  how often the mailer will run. Anything throughout the booking process, must be set to “continuous” so the system scans all new reservations and can send the email.
  6. Delivery Type  Set to “Email Only” for an email template

Mailer Tab

  1. Mailer Type - Specify if the email applies to a reservation or quote (for example, if it is a confirmation or arrival info), or to a Contact Only (for example, if it is a “Happy Birthday” to a past guest) and if it is a marketing email or transactional (anything throughout the booking process, should be set to transactional)
  2. Apply to -  Specify if the email applies to just reservations or quotes
  3. Send to - Specify to send the email to the Guest, Property Manager, Owner, or a specific email address
  4. Send - Specify when the email should send. It can send X number of days before, after, or on various options
  5. Only Send When - Specify to only send this email between a certain date range
  6. Paid Status - Choose to send to all bookings regardless if the guest has paid, only if they have paid in full, or only if there is an outstanding balance
  7. Choose to send the email to all type of booking categories, cart extras booked, and properties. If not, de-select Apply to all and specify the relevant booking categories, cart extras and/or properties
  8. eCiiGN Restrictions - This can be used to prevent a mailer from sending if the selected eCiiGN Document has not been signed. Click "eCiiGN Restrictions" and specify the template(s) that must be signed in order for the mailer to send. Enter the number of days to expire this mailer, if the agreement is not signed.
  9. Choose to send the email to all property types, terms, and if the booking includes pool heating.

Location Filter Tab:

  1. Specify to send the email only to guests in a certain location or not by location (therefore, applies to all guests)
  2. If sending by location, specify to filter by origin or destination and configure the location type

Stats Tab

Click on the “Stats” tab to see how many emails have been sent and the percentage of those that were read. For further tracking, login to the SMTP Server or Mailchimp Transactional Email (formerly Mandrill).

Please note, the stats tab only works for users that are integrated to Mailchimp Transactional Email, formally known as Mandrill.

Once the mailer is created, be sure to click “Mailer enabled” within the “Configure Mailer” tab so the system knows to start scanning new reservations and can send the automated email based on the rules applied. Again, make sure to click save. At this point, the system will scan all reservations and once it meets the exact rules, the message will send.  

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