Reminders & Follow-ups help you maintain consistent communication with customers before and after their activities. This automated messaging system helps reduce no-shows, ensures customers are prepared, and helps gather valuable feedback.
Watch our quick tutorial to learn how to manage reminders and follow-ups 👇🏻
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Message Types
The platform offers several types of automated messages to help you communicate effectively with customers throughout their booking journey.
Pre-Activity Reminders
These messages help ensure customers are prepared for their upcoming activity. You can configure reminders to:
Send booking confirmations immediately after reservation
Provide activity preparation instructions
Send payment reminders for pending balances
Remind customers about required documentation and waivers
Share last-minute activity details
The system automatically customizes these reminders based on the activity type and customer requirements. Each message includes relevant details like meeting location, start time, and specific preparation instructions.
Follow-up Communications
Follow-up messages help maintain customer engagement after activities. These communications can:
Thank customers for their participation
Request feedback about their experience
Share photos or highlights from their activity
Offer information about future activities
Encourage social media sharing
You can configure different follow-up sequences based on activity types to ensure relevant and personalized communication.
Message Configuration
Timing Settings
You have full control over when messages are sent. For each message type, you can:
Set the number of days before or after the activity
Specify the time of day for sending
Configure different timings for different activity types
Set reminder frequencies for important information
For example, you might send activity preparation details three days before a tour, but seven days before a multi-day trip.
Content Customization
Each message template can be customized to include:
Dynamic activity information
Personalized customer details
Specific instructions based on activity type
Business branding elements
Required links and attachments
The system automatically populates these templates with relevant information from each booking.
Communication Channels
Messages can be sent through multiple channels:
Email notifications with detailed information
SMS reminders for time-sensitive updates
System notifications in the customer's account
You can configure which types of messages use which channels based on urgency and content type.
Frequently Asked Questions
Frequently Asked Questions
Message Management
Q: Can I customize reminder timing for different activities?
A: Yes, you can set different reminder schedules based on activity type. For example, you might send reminders further in advance for courses than for single-day tours. Each activity type can have its own sequence of reminders with specific timing and content.
Q: What happens if a booking is made close to the activity date?
A: The system automatically adjusts the reminder sequence based on booking timing. If a booking is made too close to send all planned reminders, it will:
Send the most critical reminders immediately
Skip any redundant messages
Maintain the follow-up schedule as planned
Content and Customization
Q: How much can I customize message content?
A: Message templates are highly customizable. You can:
Modify the text for each message type
Include dynamic fields that pull booking information
Add your business branding
Customize based on activity type
Include specific instructions or requirements
Q: Can I preview messages before they go live?
A: Yes, the system provides preview functionality that shows:
How messages will appear across different channels
How dynamic content will be populated
Timing sequence visualization
Mobile and desktop email views
Technical Details
Q: What happens if a customer's email bounces?
A: The system handles delivery issues by:
Recording the bounce in the customer's profile
Attempting SMS delivery if configured
Notifying you of delivery failures
Maintaining a delivery status log
Q: Can I track message effectiveness?
A: Yes, you can monitor:
Message delivery rates
Open and click-through rates
Customer response patterns
Impact on no-show rates
Follow-up engagement levels
Troubleshooting
Q: What if I need to stop scheduled reminders?
A: You can manage scheduled communications by:
Pausing individual reminder sequences
Canceling specific messages
Updating timing for future messages
Managing message frequency The system also automatically stops reminders if a booking is canceled or rescheduled.
Q: How do I handle customer communication preferences?
A: The platform respects customer preferences by:
Honoring communication opt-outs
Allowing channel selection
Maintaining preference history
Providing preference management options Only critical operational messages are sent regardless of preferences.