Template Editor an be used to create email templates, which can be sent manually or set to send automatically using Template Automation.
Template automation allows you to send emails to guests automatically based on booking events such as confirmations, pre-arrival messages, and post-departure follow-ups. This means you can send the right message at the best time for your guests, rather than sending all emails at once. You can also control who receives these communications using filters and exclusions.
Existing automation jobs will continue using your previous scheduled time until you update their trigger time.
⚠️ Important: You cannot automate conference & banqueting templates.
Before you start
Make sure your email templates are already created in Template Editor.
Access template automation
Within Guestline PMS, click Menu.
Select System, under Tools select Template Automation.
You’ll see a list of your existing automation jobs, including their status, schedule, and configuration.
Create a template automation
Before creating a template automation, ensure your template is ready and consider who it should be sent to and when it will be most effective.
Within Template Automation, Click +New Job.
Complete the schedule, including:
Description: Enter an internal name for the job.
Offset: Enter the number of days, then use the two drop-down menus to select when the template will be sent.
Execute time: Select the exact time the job runs using the 24-hour clock.
Delivery method: Select how the message is sent. SMS messages are limited to 160 characters.
Room pick handling: Select to send per room pick within a multiroom or group or per booking.
Define the recipients, including:
From: Enter the email address or SMS number the message is sent from.
Reply To: Enter where replies should be directed.
Recipient: Select from the drop-down who should receive the message.
No Contact: Select who receives the message if no contact exists.
Duplicate Profile: Select who receives the message if duplicate profiles exist.
Select the template to be sent from the drop-down menu.
Select which rate plans will trigger this automation, selecting from:
Include all rate plans: Tick to send to all rate plans, or untick to choose specific rate plans.
Include only these rate plans: Select the rate plans from the drop-down menu.
Package: Select from the drop-down menu.
Define the inclusions, including:
Booking Status: Select which booking statuses are included for sending.
System Source: Select where the booking was created, for example Rezlynx.
Media Source: Select which media sources to include.
Market Segment: Select the guest segment to target.
Booking type: Select at least one booking type, including allotments for room blocks.
Exclude from Mailing - Tick to include guests who have opted out of mailings. For example, on their guest profile have "Exclude from Mailing" ticked.
Once you have set the template automation as required, click Save.
Edit an existing job
Update an existing job to change its behaviour or optimise timing.
Select the job you want to update.
Click the Edit icon.
Update the required fields, including the trigger time.
Click Update Job.
Set when to send emails
Each template automation runs independently based on the Execute time you set.
This allows you to align communications with when guests are most likely to check their emails.
Examples:
Pre-arrival emails: 08:00.
Booking confirmations: 10:00.
Post-departure feedback: 14:00.
🤓 Tip: Morning emails work well for travellers planning their day, while afternoon emails suit post-checkout follow-ups.
How template automation works
Each job runs automatically when its conditions are met.
A job includes:
Schedule: Defines when the email should be sent, such as after booking or before arrival. The execute time defines the exact time the job runs.
Recipient: Targets specific recipients, including fail-safes when there is no contact name or duplicate profiles.
Templates: Defines the message sent to the guest.
Rate plans and inclusions: Targets specific bookings, such as rate plans, room types, or booking sources.
When a booking matches the criteria, the system sends the email at the scheduled time without manual input.
Exclude a specific reservation from Template Editor emails
On every reservation, in the Notes & Logs tab, you can exclude that specific reservation from Template Editor automations by selecting Exclude from Template Automation.