Guests often need important information about their stay, like confirmation numbers, rates, or their room's PIN. You can use the Document Templates feature set to create email templates to make your communication more efficient.

You can create email templates that replace placeholders with data from your reservations. You can set up automatic scheduling rules for those templates, or send them out manually.

• How to create a new Email Template
• How to customize the email content
  • How to change the formatting of text in your template
  • How to add placeholders to the template
  • How to insert custom HTML
  • How to add Attachments to the Template
• How to configure the Email Schedule
  • How to set up the schedule
  • Example scheduling rules:
    • Confirmation emails for new reservations
    • Pre-arrival emails with check-in link
    • Post-stay feedback emails
• Set up conditional sending
  • Select Relevant Reservation Sources to send automatic emails
  • Select Properties available for automatic or manual sending

How to create a new Email Template

Here are the steps to create a new Email Template:

• Log in to innRoad
• Click Setup in the top navigation
• Select Document Templates
  
  
• Click New Document
  .
• Add a Name and Description.
  
  Guests won't see the name or description, but this can help you manage multiple document templates.
  
• Set the Type to Email:
  

You have now created a new Email Template.

How to customize the email content

How to change the formatting of text in your template

Yuu'll see the content section on the right-hand side.

You can use the rich-text editor, just like you would in a typical email client like Outlook or Gmail.T ext formatting options include:

• Bold (Ctrl + B or Cmd + B)
• Italic (Ctrl + I or Cmd + I)
• Underscore (Ctrl +U or Cmd + U)
• Link (Ctrl + K or Cmd + K)
• Bullet-point Lists
• Ordered lists
• Text Color
• Text highlight color
• Text Alignment

You can now also include images in your Emails easily, by using the image insert button:

How to add placeholders to the template

You can use reservation-level placeholders in document templates, in the subject of the email or the body of the email. Here's how:

• Click the Custom Fields button
• Search for the placeholder you'd like to add by typing  in the search bar. For example, if you want to include the Guest's name, type "name":
• Click the placeholder you'd like to insert and it will be added to the content of the template. 
• Optionally, if you want to add custom formatting to the placeholder, make sure to select the entire placeholder  from << to >>, like this:
  

How to insert custom HTML

If you have an HTML template already, you can insert the HTML code by switching to HTML view:

How to add Attachments to the Template

You can also include attachments to the email template. Those attachments will be sent with every manual or automatic email in the system.

You can add the following attachments:

• Guest Registration
• Guest Registration with Tax Breakdown
• Guest Statement
• Guest Statement with Tax Breakdown
• Other Document Templates that use the Document type.

Attachments that use Custom Fields will also use reservation details to fill out the dynamic values.

To insert an attachment:

• Click the Attachments field
• Select any attachments you'd like to include:
  

How to configure the Email Schedule

How to set up the schedule

Each email can be sent automatically at different points of the reservation. 

To set up a schedule:

• Click "Add new rule"
  

Choose the trigger type.

You can select:

• When a reservation's Status/Dates/Rates/Room change
• On the day of Arrival/Departure
• X days before Arrival/Departure Date
• X days after a reservation's  Status/Dates/Rates/Room change

Select the type of event that triggers the email:

Finally, if you select the "Status becomes" option, select a specific Status that will trigger sending the email:

Repeat this process to set up as many triggers as you'd like for the email. 

Example scheduling rules:

Confirmation emails for new reservations

Set up the following rules:

• When a reservatoin's Status becomes Reserved
• When a reservation's Status becomes Guaranteed
• When a reservation's Status becomes Confirmed

The system will then send an email every time a reservation is created or updated with that Status.

Pre-arrival emails with check-in link

Set up the following rules:

• 3 days before Arrival date
• 1 day before Arrival date

The system will then send emails 3 days and 1 day before Arrival, giving the guest a higher chance of seeing the email.

Post-stay feedback emails

Set up the following rules:

• 7 days after reservation Status becomes Departed
• 30 days after reservation's Departure date

The system will then send emails 1 week and 1 month after the stay, so guests can complete a feedback survey. 

Set up conditional sending

Select Relevant Reservation Sources to send automatic emails

Guests that book on different channels might need different information about their stay. You can select the reservation sources that should receive this template automatically.

For example, Booking.com and Expedia block emails with external links by default, so you might want to avoid sending emails that include links to your website.

You can select the reservation sources for automatic sending:

• Click Reservation Sources
• Click a specific Source to include it
• Select any additional sources if applicable
  

Select Properties available for automatic or manual sending

If you're an innRoad client with multiple properties, you might want to include different information for reservations in different locations. For example, the "How to get here" instructions could be completely different for properties in different areas.

How to select the properties where this template will be available:

• Click Enable for Properties
• Click a specific Property to enable this template for the property
• Select any additional Properties if applicable: