allows you to create pre-written, customisable messages for common communications. This saves tourism operators time by automating responses to booking inquiries or sending pre-arrival information to guests, ensuring consistent and professional communication.
Accessing this feature
Go to Communications > Email Templates
How to use it
Creating a New Template
On the Templates page, click the Create button. This opens a blank template.
Enter a descriptive name in the "Template Name" field to stay organised. For example: "Booking Confirmation - Standard Tour", "Welcome Email - Pre-Arrival", or "Social Post - Weekend Special".
Select the Template Type. Options include:
Email: For messages to customer inboxes.
SMS/Text Message: For short updates.
Internal Note: For team messages.
Social Media Post: For platforms like Facebook or Instagram.
If you selected 'Email', enter a clear and engaging Subject Line. For example: "Your Booking with [Your Business Name] is Confirmed!"
In the main content area, type your message.
To add personalised information, look for an "Insert Smart Tag" or "Variables" button (often represented by ####{{ }}). Click it to see a list of options like ####{{customer_name}}, ####{{booking_date}}, ####{{tour_name}}, or ####{{total_price}}. The system will automatically fill in the correct information for each guest. For example: "Hi ####{{customer_name}}, thank you for booking your amazing ####{{tour_name}} with us!"
Review the template name, type, subject, and message.
Click the Save button. Your new template is saved and ready to use. You can edit it at any time.
Tips
Start with your most frequent messages. Focus on the top 3-5 messages you send most often (e.g., booking confirmation, "what to bring" email, thank you note).
Map out the different points where you communicate with a guest, from their first inquiry to after their experience.
Pre-booking: "Enquiry Follow-up"
Booking: "Confirmation," "Payment Reminder"
Pre-arrival: "Welcome & What to Expect," "Directions"
Post-experience: "Thank You & Feedback Request," "Review Us"
Use clear and concise language. Make sure your templates are easy to read and understand, especially for important information.
Test your Smart Tags. Send a test version to yourself or a colleague to ensure all the ####{{customer_name}} and ####{{tour_date}} tags are pulling in the correct information.
Keep it human. Maintain a warm, friendly, and authentic tone.
Review and refresh regularly. Check your templates every few months to ensure they are accurate and include any new offers.
Don't forget about internal templates for things like "New Booking Alert" or "Special Request".
Need help?
For further assistance, contact us at [email protected]