Email System

Created by Alex Savchuk, Modified on Fri, Mar 15 at 6:49 PM by Alex Savchuk

Introduction

The innRoad email system tracks the status of all emails sent to your guests.

View the list of reservation emails, with full email details including the copy of the email, attachments, and the delivery status.
Monitor emails that may have failed due to bounce backs or incorrect email addresses, and easily resend the email to the desired email address.

Email Queue

The “Email Queue” tab is located within the “Admin” section. This page provides a centralized view of all manual and automated reservation emails.

1	Search email queue	Enter the search keyword in the search box to look for specific emails by email name, email address, reservation number, guest name, or username (who sent an email).
2	Period Date	Allows you to filter emails based on the email sent date
3	Search button	Click the “Search” button to execute the search
4	Delivery status filters	The filters display the count of All, In Progress, Failed, and Delivered emails. Click the desired filter to view the associated emails. Find more details in Delivery statuses section below
5	Emails	The type of email sent: Template Emails: Displays the email template name when a template is used to send an email (including scheduled emails) Manual Email: Displays “Manual Email” when a user creates an email from scratch (using the “New Email” option from reservation screen)
6	Email address	The email address(es) the email was sent to Manual Emails: Displays the first email address entered in the “To” textbox Automated Scheduled Emails: Displays the primary or secondary guest’s email address based on to whom the email was sent to Multiple recipients: When an email is sent to more than one email address, displays “+ ‘X’ more” which shows the count of remaining email address(es)
7	Reservation Number	Reservation number linked with a selected email. Click reservation number to open selected reservation’s details page in a new tab
8	Guest Name	Name of the primary guest linked with a reservation (regardless of which guest’s email address it was sent to)
9	User	User who sent the email Manual Emails: Displays the name of the user that sent an email Automated Scheduled Emails: Displays “Automated”
10	Date and Time	The date and time the email was sent
11	Status	The latest updated overall delivery status of the email. See Delivery Statuses section below

Note: The Email queue page will only show those emails that are sent after your account is upgraded to the new email system. Emails sent prior to the upgrade will still be displayed in the history tab.

Search Emails

Search emails based on your preferred date range and search keywords.

Search using Period date

This option enables you to filter results by date range to search for specific email records

You can choose one of the below options and hit the “Search” button to view the email records within your selected date range.

Today	Auto selects the current date
Yesterday	Auto selects yesterday’s date
Custom Range	Select start and end dates from the date picker calendars to view all the emails sent during your selected customized date range

Search using keywords

You can also search emails by email name, email address, reservation number, guest name and user name (who sent the email).

Enter the search keyword in the search box, select the period date and hit the “Search” button
If the match is found, the email queue will display the email records based on the search keyword and the selected date range
In the above example, the list displays all the email records which matches the keyword “David” and were sent between May 15th, 2023 to May 20th, 2023
Displays below message when no records are found matching your search keywords within the selected date range
To remove the search keyword, click the “X” button or delete it from the search box and hit the “Search” button again

Delivery Statuses

innRoad provides the following delivery statuses.

In Progress	The email delivery is In Progress but innRoad had not yet received a Success or Failed response
Failed	The email delivery Failed to the recipient. Failed emails typically occur when an email bounces back due to incorrect email address
Delivered	The email was successfully Delivered to the email recipient

Multiple email recipients

An email will only have one delivery status

Displays In Progress when the message is still in progress for all the recipients and no failures were received yet
Displays Failed when an email delivery failed for one or more email recipients (regardless of delivery status of other email recipients)
Displays Delivered when an email is delivered to all the email recipients on the list

Delivery Status Filters

Click the desired status filter to view the count and the associated email records, within the selected period date range.

All	List of ALL email records
In Progress	List of emails in In Progress status
Failed	List of emails that failed for at least one recipient
Delivered	List of emails that were successfully delivered for all recipients

Email Details Modal

Click the email name under “Emails” column to view more information about the email including the copy of the email, attachments and the delivery status for each recipient.

1	Email Name	The type of email sent Template Emails: Displays the email template name when a template is used to send an email (including scheduled emails) Manual Email: Displays “Manual Email” when a user creates an email from scratch (using the “New Email” option from reservation screen)
2	Status	Delivery status of the email
3	Reservation Number	Reservation number linked with a selected email. Click the reservation number to open reservation details page in a new tab
4	Guest Name	Name of the primary guest linked with a reservation (regardless of which guest’s email address it was sent to)
5	Print Email	Click this button to print the selected email. Find more details in the Print Email section
6	Resend Email	Click this button to resend an email to the desired email address(es). Find more details about resend email in the Resend Email section
7	From	The address the email was sent from including the “Email Display Name”, configured in property options. Example: “Best Service Hotel <no-reply@notifications.innroad.com>”
7	To & Cc	The “To” and “Cc” email addresses to which the email was sent Displays “In Progress”, “Failed” or “Delivered” for each email address so you can see which, if any email address(es) failed and need to be resent If the email was sent to more than one email addresses, shows “+'X' more” button, clicking which expands the view to display all email addresses
7	Subject	Subject line of the email
7	Attachments	Name of any attachments linked with the email Click the attachment to open the copy of the attachment in a new tab Displays “+'X' more” button if there are more attachments on the list and clicking which expands the view to display all attachments
7	Date & Time	The date and time the email was sent
8	Email Body	The body of the email sent to the guest

Print Email

This option enables you to print the copy of the email.

Click the “Print” button from the “Email Details” modal to open the browser’s print view modal
Choose the desired print method to print the selected email

Resend Email

This option allows you to resend an email to your guest(s). Click the resend button on the email details modal to resend an email

The “To” and “Cc” fields are defaulted to the original email addresses the email was sent to
The “To” field is mandatory and the “Send” button is disabled until at least one valid email address is entered
Remove Email Address(es): Click “X” (or use backspace key) to remove an email address
Add Email Address(es): Type a valid email address and click enter to add an email address
- A bubble is added around the address after the enter key is pressed
- Additional emails can then be added
Click “Send” button to send the email to the entered email address(es)

NOTE: It is very important to add the correct email address to the reservation, so that future emails for the reservation don’t fail. Click the reservation number from the header section and add the correct addresses to ensure successful deliveries for future correspondence with the same guest.

Emails in Reservations - Emails Tab

A new “Emails” tab has been added to the reservation details page. This page allows you to view all manually and automatically sent emails to the guest for the selected reservation.

1	Emails	The type of email sent. It works same as on Email Queue page Click the email name to view the “Email Details” modal. Refer the Email Details Modal section for more details
2	Date and Time	The date and time the email was sent
3	User	User who sent an email. It works same as on Email Queue page
4	Sent to	The email address(es) the email was sent to. It works same as on Email Queue page
5	Status	Displays the latest updated overall delivery status of the email. It works same as on Email Queue page

Note: The emails tab will show only those emails that were sent after your account is upgraded to the new email system. Emails sent prior to the upgrade will still be displayed in the history tab.

Entitlements

Entitlements allow you to define which staff members are entitled to access the pages of the new email system.

The “Role Details” page (Admin -> Roles -> Role Details Page) has a new section called “Email System” to allow you to assign entitlements.

1	View Emails – Reservations	Allows to view the “Emails” tab on reservation details page and perform the actions whenever needed
2	View Email Queue	Allows to view the “Email Queue” page under “Admin” section and perform the actions whenever needed