Which actions send an email to the customer automatically?

The short version

BRM's automatic customer emails are triggered by what your customers do and by scheduled jobs — not by what staff do in Back Office. If you make a change yourself, assume the customer has not been told unless you tell them.

Sent automatically

• Booking confirmation — when a customer books through your online booking page.
• Confirmation after online payment — when an online payment completes and the booking becomes confirmed.
• Self-service cancellation — when a customer cancels using their cancellation link.
• Auto-cancellation — when an unpaid provisional booking times out. Off by default.
• Pre-rental — on the day of the rental.
• Post-rental — after the rental is returned, if you leave the post-rental option ticked when checking the booking in.
• Account registration — when a customer creates an online account, if account mode is enabled.

Not sent automatically

None of these email the customer on their own:

• Cancelling a booking yourself in Back Office
• Creating a booking manually for a customer
• Amending, extending or changing the dates of a booking
• Taking a payment
• Approving a booking request

In each case, send an email yourself from the reservation's Comms tab using Send email. For a cancelled booking you can pick the cancelled email type to load your cancellation wording; otherwise use Adhoc and write what you need. You can also email the customer a copy of the booking at any time.

Where the settings live

Under Settings → Notifications there are several panels, and it's easy to look in the wrong one:

• When — the on/off switches for each email, for the customer and for your store. This is the one you usually want.
• Who — the addresses: the name and reply-to address your emails come from, and the address that receives copies of incoming bookings.
• Content — the wording of each email.

If an email you expect isn't arriving, check When first — the switch may simply be off for that event.