Step 2. Specify sender and subject
Step 4. Save and activate automated email
Welcome email is a pre-arrival email sent to a guest a few days before check-in. It serves as a booking reminder and includes booking details, cancellation terms, and additional information.
In the Exely extranet, go to "Guest management" > "Guest relations" > "Emails", click "Create an automated email", and select “Welcome email”. The "General settings" tab will be opened. For more details on how to create an automated email, see the article "How to create automated emails in Exely Guest Relations".
Then follow these steps:
Step 1. Make general settings
1. On the "General settings" tab, enter the internal name for the automated email. It is visible only to Exely extranet users. Statistics will be displayed based on the name and email type.
The automated email type is added automatically and cannot be edited.
2. Set delivery settings: when the email will be sent and recipient’s region. The regions specified in guest profiles in Exely PMS or a third-party PMS are taken into account.
3. Select the booking details that will be used to trigger automated emails:
Booking type — first-time or repeat. Only successful (not canceled) bookings are considered.
Point of sale — where the booking came from: Exely Booking Engine, sales channels, Exely PMS, or third-party PMS.
Length of stay — number of nights in the booking: one night or two or more.
Children — whether children are included in the booking.
Payment method — payment methods available to guests when booking.
Room type — room types available to guests when booking.
4. Specify guest details: whether the guest has an account and a loyalty card. The settings are available only if the loyalty program and guest account are enabled for the property.
Step 2. Specify sender and subject
1. On the "Sender and subject" tab, specify the sender, for example, the property or department name. Use variables.
2. Enter the email subject. Use variables.
3. Tick the “Receive” check-box and specify an email address to send copies of emails to the property employees, if required.
4. Check or edit the reply-to email address.
Step 3. Set email layout
On the "Email layout" tab, make settings in the following sections:
Email style
1. Select a background color. To ensure you match your brand’s color exactly, use HEX codes (hexadecimal color codes).
2. Choose a font.
Email content
1. Fill in the main fields:
header;
body text;
signature,
additional fields (how to get, terms of stay, etc.).
Use variables if needed so booking data is automatically inserted into the email.
Pay attention:
The logo and contact details are added automatically from property settings and cannot be edited.
The "Contact details" field cannot be disabled.
Some fields can be disabled using a switch.
Booking details are generated automatically and cannot be edited.
Cancellation terms are taken from the rate plan.
Attach files
Click “Upload files”. You can add up to 2 files, up to 2 MB each.
Test email
1. Click the “Send test email” button.
2. Enter an email address and click "Send".
HTML mode
If the standard email settings are not sufficient, you can use HTML mode (HTML stands for Hypertext Markup Language). In this mode, the template is displayed as code that you can edit to create a unique email style.
For more information on working in HTML mode, see the articles:
Pay attention. Changes made in HTML mode cannot be undone. If you edit the code and save it, you will no longer be able to return to the block editor in this automated email.
Step 4. Save and activate automated email
Save the changes and activate the automated email.
Set up language versions
For details on setting up language versions, refer to the article “How to create emails for international guests in Exely Guest Relations”.
How emails are sent
Emails in Exely Guest Relations are sent to the guest’s email address at the time specified in the settings. If the booking is created later than the scheduled sending time, the email is sent immediately.
Example. The welcome email is sent 1 day before check-in. Check-in is on January 1 at 14:00:
If the booking is created on December 28 — the email will be sent on December 31 at 14:00.
If the booking is created on December 31 after 14:00 — the email will be sent immediately.
If two "Welcome email" automated emails are set and the guest matches both:
The guest will receive both emails if the sending times differ (for example, one week and 2 days before check-in).
The guest will receive one email if both are scheduled for the same day.
Pay attention:
Bookings from Opera PMS with advanced synchronization receive the welcome email, but with limited data: booking number, check-in/check-out dates, price, and paid services. Comments and cancellation terms are not included.
Bookings from other PMS are not passed to Exely Guest Relations — therefore, welcome emails are not sent for them.
