E-mail center
Overview
The E-mail Center is the place where administrators set up and maintain all automated email templates used by the system.
From here you can create, edit, and test templates. This keeps customer emails consistent and up to date.
Purpose
The E-mail Center is used to:
Create and maintain templates for automated emails.
Insert booking details using built-in placeholders.
Test emails before you send them to customers.
Control sender details and whether a template is active.
Access
Open E-mail Setup → E-mail center in the back office.
Template fields
For each email template, you can configure the following fields:
Sender email address – The “from” email address. Replies go to this address.
Sender name – The “from” name shown in the inbox.
Activation status – Active sends emails. Inactive blocks emails.
Email subject – The subject line of the email.
Email body (text editor) – The message content. You can add placeholders like customer name or booking number.
Placeholders are short codes the system replaces automatically.
For example, a booking number placeholder becomes the real booking number.
Types of automatic emails
The system can send many types of automated emails. Common examples include:
Thank You for Booking
Reservation Canceled
Payment Pre-reminder
Payment Reminder
Booking Canceled in 48 Hours
Deposit Received
Insurance Information Missing / Still Missing
Second Payment Received
Full Payment Received
Welcome Home / Welcome Home Reminder
Reporting Schedule Communication
LMS Booking Confirmation
Booking Updated
Hotel Release
Flight Changes Notification
Seat Reminder Email
Financial Export Email
Post-Deposit Questionnaire
Wait List Booking
Voucher Generated Notification
Missing Attributes Notification
Creditor Invoice
Special Offer Rejected
Hotel Reporting / Extras Reporting / Supplier Extras Reporting
Documents Uploaded
Emails sent from View All Bookings or Customer Export
Room Request Notification
Early Booking Rooming List
Quotation List
Stop Sales Introduction
Extras Category Reporting
Pending Payment Notification – Sent when the payment provider (DIBS) needs more time. This usually takes 2–72 hours.
Captured Money But No Allotment – Sent when payment succeeds, but availability is gone. A refund often follows.
Step-by-step: configure an email template
1. Open the E-mail Center
Open E-mail Setup → E-mail center.
2. Choose a template
Either:
Select an existing template from the list to edit it, or
Create a new template (if available in your setup).
3. Fill in sender details
Set:
Sender email address – Use a valid address that belongs to your domain.
Sender name – Use a clear name that customers will recognize as your company or brand.
4. Define subject and content
Enter a clear, descriptive email subject.
In the email body, write the content of the message.
Add placeholders where you want details filled in automatically.
5. Set activation and save
Choose the activation status (keep it inactive while you are still testing).
Save your changes.
6. Test the template
Click the Test button for the template.
Enter your own email address (or a dedicated test mailbox) as the recipient.
Send the test email and then check your inbox.
Verify that:
The sender, subject, and content look correct.
All placeholders are replaced with the expected values.
When you are satisfied, set the template to active.
The system will then use it automatically.
Best practices
To keep email communication reliable and professional, follow these recommendations:
Use recognizable sender details – Choose a sender name and email that clearly represent your company or brand.
Keep subjects clear and specific – Make it obvious what the email is about (for example: "Booking confirmation – [Booking Number]").
Test placeholders – Send a test email and check the details.
Avoid unnecessary changes to live templates – When possible, clone or copy a template, adjust it, test it, and then switch over.
Test after major system changes – If booking flows or payment providers change, re-test the key email templates (confirmation, payment, cancellation, etc.).
FAQ
Why didn’t my email send?
Check that the template is set to Active. Then check you are testing the right email type.
Why do I see strange codes in my email?
Those are placeholders. The system fills them in when sending real emails. If they stay as codes, the placeholder is wrong or data is missing.
Who receives replies to automated emails?
Replies go to the sender email address in the template. Use an inbox your team actually monitors.
Last updated
Was this helpful?