Overview of customer communications

Customer communications on Easol

On Easol, there are several emails that are automatically sent to your customers. These emails are designed to streamline communications and improve overall customer experience.

 Emails include:

• Booking confirmation 
• Guest invite
• Guest details reminder
• Balance reminder and confirmation
• Trip details
• Payment instalments
• Welcome email

 

How to preview automated customer emails

1. From the admin dashboard, go to Settings > Customer Emails
2. Here, you'll find a list of all automated customer emails. Click preview to see a sample email.

Note: Your brand styles will be applied to all automated emails. The header logo is set by your wordmark logo and buttons are set by your primary colour.

 

How to configure the reply to email settings

All automated emails are sent from noreply@easol.com, however, you can set a "reply-to" email address so that you will be notified when a customer replies to an email.

 

 

To set the reply-to email address:

1. In the dashboard, go to Settings > General.
2. Under Customer Contact Info enter your reply-to email address (e.g. support@yourcompany.com).
3. Click Save. 

 

Types of automated emails

Booking confirmation

Once a customer makes a booking on your site, an automated booking confirmation email will be immediately sent to their email address. This email includes a receipt and notes any outstanding balance.

Note: If a customer loses their confirmation email they can always log in to their account to view their booking or you can manually resend the email from the dashboard.

 

Example of booking confirmation email

 

Guest invite

The customer who booked can choose to invite guests to access the booking if a customer booking is for more than one guest, the guest attending is different from the person who made the booking, or the booking was purchased using group pay. If you have activated "After Checkout" Guest Fields for your experiences, the customers will be able to enter their own information.

Example of guest invite email

 

Guest Details reminder

If you have activated Guest Fields, an automated email will be sent to remind the customer to complete any missing information. If the customer who made the booking invited other guests to the booking, they will also receive guest details reminders.

"After Checkout" guest fields should only be used to capture either non-urgent information or information a guest will not have at the time of booking (e.g. flight number or passport number). For urgent information, use "During Checkout" guest fields instead.

Reminder emails are sent three times leading up to the deadline you set in your experience:

1. 14 days before before deadline
2. 7 days before deadline
3. Day of deadline 

Note: Reminders will not be sent if you've configured "After Checkout" guest fields to be completed immediately after booking. You can see the guest details information status for your customers at any time under bookings.

 

Example of guest details reminder email

Balance reminder and confirmation

If have enabled deposits for your experiences, your customers will automatically receive reminders pay their balances. Balance reminder emails are sent three times leading up to the deadline you set:

1. 14 days before deadline
2. 7 days before deadline
3. 1 day before deadline

Once a customer has paid the remaining balance, a confirmation email will be sent automatically.

If customers do not pay their balance within the deadline, your brand's terms and conditions will apply.

Note: You can see the payment status for your customers at any time under bookings.

 

Example of balance reminder email

 

Trip details

If a customer has paid the full balance of their booking and completed their guest fields, they will receive a trip details email 7 days before before the departure date. The email contains a summary of their booking and a printable e-ticket.

 

Example of trip details email

 

Payment instalment

If a customer has booked using payment plans, there are three types of automated emails that are sent to them:

1. Successful instalment payment - Sent automatically after a successful payment
2. Failed instalment payment - Sent after failed attempt (up to 3 attempts) to charge card on file
3. Instalment payment reminder - Sent as a reminder about upcoming automatic payment.

 

Welcome emails

Unlike other customer emails, welcome emails must be manually set up for each experience. Once activated, welcome emails will be sent automatically when a customer books an experience. Welcome emails are a great way to get your customers excited about the experience they have just booked, provide vital information and cover any FAQs.

Learn how to set up welcome emails.

Note: If a customer loses the welcome email, you can manually resend the email from their booking timeline.

 

An example timeline

Email	Purpose	Time Sent
Booking confirmation	Provides a receipt to confirm the customer's booking	Immediately after booking
Guest Invite	Invites guests entered by the customer who made the booking to access the booking and enter their own information	Once the customer who made the booking entered the guests’ details and chose to invite them to the booking.
Welcome email	Provide more information relating to booking and next steps.	Immediately after booking
Balance reminder	First reminder for customer to pay an outstanding balance	14 days before deadline
Guest details reminder	First reminder for customer to complete guest fields	14 days before deadline
Balance reminder	Second reminder for customer to pay an outstanding balance	7 days before deadline
Guest details reminder	Second reminder for customer to complete guest fields	7 days before deadline
Guest details reminder	Final reminder for customer to complete guest fields	Day of deadline
Balance reminder	Final reminder for customer to pay an outstanding balance	1 day before deadline
Trip details	Provides final trip summary and e-ticket	7 days before departure