Emails are sent to your clients throughout the booking process. Some emails are sent following an action by you or your client, while others are sent automatically.
Introduction:
Backyou sends emails to your clients, staff and yourself throughout the booking process. Their purpose is to ensure that all parties have the information they need at the right time. The emails can be triggered by an action from you or your customer. It can also be triggered after a delay, a period of significant inactivity or late payment, for example, without any intervention on your part. In many situations, you have the option of not notifying the customer, or of personalizing the e-mail. So it's impotant l to have some knowledge of these e-mails.
Mandatory: An email is mandatory if you have no way of preventing it from being sent, either from the settings or from each file with a “Notify the client by email ” box.
Modifiable: An email is modifiable if you have the option of adding content to it, either from the settings or from each file by adding text or a template directly.
Automatic: An email is automatic if its sending does not depend on any action on your part. An email sent after a customer action or delay is automatic.
| _CLIENT_ | First and last name of customer |
| _HOTEL_ | Hotel name |
| _PRICE_ | Price |
| _CHECKIN_ | Start date of stay |
| _CHECKOUT_ | End date of stay |
| _DATE_ | Adjusted according to context |
| _REF_ | File reference |
| _OLD_CHECKIN_ | Previous check-in date |
| _OLD_CHEKOUT_ | Previous check-in date |
| _DUE_DATE__ | Next payment due date |
| _PERIOD_ | Period of inactivity after which a customer is anonymized |
| _PHONE_NUMBER_ | Hotelier's telephone number |
| _MAIL_ | Hotelier's e-mail address |
| _FRAMEWORK_AGREEMENT_TITLE_ | Framework agreement's title |
Contents :
- Request management module
- Group series module
- Function sheet module
- Invoice module
- Payment schedule module
- Central Desk module
- System e-mails
Request management module
Quotation and reservation
Confirmation of quote request (by hotelier)
| Non-modifiable, non-automatic and optional. | When finalizing a new request, check or uncheck the “Send acknowledgement of receipt to customer” box. |
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Sent to : Client Thank you for your request for a quote We have received your request for your group event. We are currently processing it. You can check the status of your reservation at any time directly in your newly created space. _Hotel electronic signature_ |
This e-mail is sent to the customer when you create a quote request. |
Confirmation of quote request (by client)
| Non-modifiable, automatic and mandatory. | |
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Sent to : Client Thank you for your request for a quote We have received your request for accommodation for your group event. We are currently processing it. You can check the status of your reservation at any time directly in your space. Yours faithfully _Hotel electronic signature_ |
This e-mail is sent to the customer of a pending file when he creates a quote request from your request forms or from his space. |
Sending an offer
| Modifiable, non-automatic and optional. | Before publishing the offer, you can uncheck “Notify customer” or choose a message template and/or add a message to the customer. |
| Sent to : Client BCC : Hotelier Subject : New offer : _HOTEL_ New offer : _HOTEL_ _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer when an offer is sent. |
Reservation confirmation
| Modifiable, non-automatic and optional. | Before confirming the booking, you can uncheck “Notify customer by email” or choose a message template and/or add a message to the customer. |
| Sent to : Client BCC : Hotelier Subject : _HOTEL_, Booking Confirmation _HOTEL_ : your booking for _CHECKIN_ to _CHECKOUT_. _Offer summary framework_ _Hotel electronic signature__ |
This e-mail is sent to the customer when a file is reserved. |
Refusal of quotation request
| Modifiable, non-automatic and optional. | After selecting the reason for refusal, you can uncheck the “Notify customer by email” box, or specify the reason for refusal, but also choose a message template and/or add text in the message section. |
| Sent to : Client Subject : _HOTEL_ : refused request _HOTEL_has refused your request from _CHECKIN_ to _CHECKOUT_. _Hotel electronic signature_ |
This e-mail is sent to the customer when you cancel a pending or current request. |
| Modifiable, non-automatic and optional. | After selecting the reason for refusal, you can uncheck the “Notify customer by email” box, or specify the reason for refusal, but also choose a message template and/or add text in the message section. |
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Sent to : Client
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This e-mail is sent to your customer when you cancel a reservation. |
Options
Declining an option
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Non-modifiable, non-automatic and mandatory. |
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Sent to : Client |
This e-mail is sent to the customer when you decline an option request. |
Option confirmation
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : _REF_ : Option accepted _HOTEL_ has confirmed your option until _DATE_. _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer when you create or modify an option. |
Option restart
| Non-modifiable, automatic and mandatory. | |
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Sent to : Customer Your option at _HOTEL_ is expiring. Hello, As agreed, we will release this option on _DATEOPTION_. This request has as reference: _REF_ _Hotel electronic signature_ |
This e-mail is automatically sent to the customer 2 days before the option ends. |
Option cancellation
| Modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : _REF_ : option cancelled _HOTEL_ has cancelled your option _Hotel electronic signature_ |
This e-mail is sent to the customer of a folder with an option when you cancel this option. |
Modifications
Change confirmation
| Modifiable, non-automatic and optional. | Before confirming the modification, you can uncheck “Notify customer by email” or choose a message template and/or add a message to the customer. |
| Sent to : Customer BCC : Hotelier Subject : _HOTEL_ : Your reservation has been modified _HOTEL_ has updated your reservation _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer when you accept a modification request. |
Refusal to modify
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : Your request for an updated offer was refused _HOTEL_ has declined your request for an updated offer Unfortunately _HOTEL_ cannot update their offer; please let them know if you are still interested in their original offer. _Hotel electronic signature_ |
This e-mail is sent to the customer when you refuse a modification request. |
Changes to the dates of your stay
| Modifiable, non-automatic and optional. | Before confirming the modification, you can uncheck “Notify customer by email” or choose a message template and/or add a message to the customer. |
| Sent to : Customer BCC : Hotelier Subject :_HOTEL_ : The dates of your stay have been changed _HOTEL_ : The dates of your stay have been changed Your stay was originally scheduled from _OLD_CHECKIN_ to _OLD_CHECKOUT_ but has been changed from _CHECKIN_ to _CHECKOUT_. _Hotel electronic signature_ |
This e-mail is sent to the customer when you change the dates of their stay, even before making an offer. |
Confirmation of change of stay dates
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : Check-in modification request accepted Check-in modification request accepted Your stay initially planned from _OLD_CHECKIN_ to _OLD_CHECKOUT_ has been modified from _NEW_CHECKIN_ to _NEW_CHECKOUT_. _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer when you accept a modification request that the customer has made on their space. |
Refusal to change dates of stay
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : Modification of refused check in Modification of check in refused Your request to change your stay from _OLD_CHECKIN_ to _OLD_CHECKOUT_ has been declined _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer of a current booking when you refuse a customer's request to change the dates of their stay. |
Refusal to modify (negotiation)
| Non-modifiable, non-automatic and mandatory. | |
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Sent to : Customer |
This e-mail is sent to the customer of a file under negotiation when you refuse his request. |
Group series module
Group series: booking confirmation
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Modifiable, non-automatic and mandatory. |
You can choose a message template and/or add a message to the customer. |
| Sent to : Customer Subject : It's time to finalize your booking! Good news, _HOTEL_ has confirmed your reservation. IMPORTANT ! This reservation will only be definitive once the signed contract has been returned. You will find the contract and the general conditions of sale attached. _Hotel electronic signature_ |
This e-mail is sent to the customer when you place a file in reserve after a customer has requested a reservation from their space. |
Group series: submitting an offer
| Modifiable, non-automatic and mandatory. | Before publishing the offer, you can uncheck “Notify customer” or choose a message template and/or add a message to the customer. |
| Sent to : Customer Subject : New quotes for your group! You have received anew offer from : _HOTEL_ You have just received a new accommodation offer for your group. If the accommodation is not to your liking, please let us know by declining the quotation. This will help us to provide you with offers more in line with your expectations. _Hotel electronic signature_ |
This e-mail is sent to the customer when an offer is sent. |
Function sheet module
Request for validation of a function sheet
| Non-modifiable, non-automatic and optional. | |
| Sent to : Customer Subject : Request for validation of your schedule _HOTEL_ : ask to validate the schedule of your day This planning validation concerns your stay from _CHECKIN_ to _CHECKOUT_. _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer when you choose to share the function sheet with him. |
Invoice module
Send proforma invoice
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : _HOTEL_ : Your proforma invoice Proforma invoice for your stay from _DATE-CHECKIN_ to _DATE-CHECKOUT_. _Reservation summary_ box NB: Don't forget you can find your proforma invoice directly in your space. _Hotel electronic signature_ |
This e-mail is sent to the customer of a reserved file when you send the proforma invoice. |
Sending the final invoice
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : _HOTEL_ : _HOTEL_ : your invoice Your invoice for your stay Please find attached your invoice for a stay at _HOTEL_ from _CHECKIN_ to _CHECKOUT_. NB: Don't forget you can see and download your invoice directly in your space. _Hotel electronic signature_ |
This e-mail is sent to the customer of a file to be invoiced when you click on “generate final invoice”. |
Payment schedule module
Next deadline in 3 days
| Non-modifiable, automatic and optional. | Before placing the file in reserve, you can uncheck the “Activate customer payment reminders” box, so that the customer does not receive this e-mail. |
| Sent to : Customer Subject : URGENT payment for _HOTEL_. 3 days to your payment deadline URGENT : Your next payment of _PRICE_ must arrive by _DATE_ECHEANCE_. _Payment schedule_ |
This e-mail is automatically sent to customers with a payment due in 3 days. You can deactivate this reminder by selecting 'Do not send payment reminders'. |
Next deadline in 8 days
| Non-modifiable, automatic and optional. | Before placing the file in reserve, you can uncheck the “Activate customer payment reminders” box, so that the customer does not receive this e-mail. |
| Sent to : Customer Subject : Payment due in 8 days 8 days to your payment deadline IMPORTANT : Your next payment of _PRICE_ must arrive by _DATE_ECHEANCE_ (It can take up to 3 to 6 days for bank transfers not including holidays and weekends). This payment is for a stay at _HOTEL_ from _CHECKIN_ to _CHECKOUT_ (Ref : _REFID_). _Payment schedule_ _Hotel electronic signature_ |
This e-mail is automatically sent to customers with a payment due in 8 days. You can deactivate this reminder by selecting 'Do not send payment reminders'. |
Next deadline in 15 days
| Non-modifiable, automatic and optional. | Before placing the file in reserve, you can uncheck the “Activate customer payment reminders” box, so that the customer does not receive this e-mail. |
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Sent to : Customer |
This e-mail is automatically sent to customers with a payment due in 15 days. You can deactivate this reminder by selecting 'Do not send payment reminders'. |
Next due date in 30 days
| Non-modifiable, automatic and optional. | Before placing the file in reserve, you can uncheck the “Activate customer payment reminders” box, so that the customer does not receive this e-mail. |
| Sent to : Customer Subject : Payment due in 30 days 30 days before payment deadline IMPORTANT : Your next payment of _PRICE_ must arrive by _DATE_ECHEANCE_ (It can take up to 3 to 6 days for bank transfers not including holidays and weekends). This payment is for a stay at _HOTEL_ from _CHECKIN_ to _CHECKOUT_ (Ref : _REFID_). _Payment schedule_ _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is automatically sent to customers whose payment is due within 30 days. You can deactivate this reminder by selecting 'Do not send payment reminders'. |
Late payment
| Non-modifiable, automatic and optional. | Before placing the file in reserve, you can uncheck the “Activate customer payment reminders” box, so that the customer does not receive this e-mail. |
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Sent to : Customer Your payment of_PRICE_ was due on _DATE_ECHEANCE_ and unless we are mistaken, you have not made this payment. Important : Please contact us immediately at +33 1 85 08 49 09 to take urgent action (even if you have already made payment)! |
This e-mail is sent to a customer when he fails to pay a due date. The customer first receives this e-mail on the day payment is due, and then every other day until payment is made. |
Create or modify payment schedule
| Modifiable, non-automatic and optional. | Before saving changes, you can uncheck “Notify customer by email” or choose a message template and/or add a message to the customer. |
| Sent to : Customer Subject : _HOTEL_ : Your payment schedule has been changed _HOTEL_ has updated your payment schedule _Offer summary framework_ _Hotel electronic signature_ |
This e-mail is sent to the customer of a reserved file when you make a change to the payment schedule. |
Payment confirmation
| Non-modifiable, non-automatic and optional. | Before registering payment, you can uncheck the “Notify customer by email” box. |
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Sent to : Customer |
This e-mail is sent to the customer when you validate one or more payments from the payment schedule. You can choose a message template or add text in the message section. |
Central Desk module
Central desk: Confirmation of application closure
| Modifiable, non-automatic and optional. | Before confirming closure of the request, you can uncheck “Notify customer by email” or choose a message template and/or add a message to the customer. |
| Sent to : Customer Subject : New message Hello, We confirm that your request has been closed. _Hotel electronic signature_ |
This e-mail is sent to the customer of a file that a central desk is closing. |
Central desk: Direct message to a customer
| Modifiable, non-automatic and mandatory. | You can choose a message template and/or add a message to the customer. |
| Sent to : Customer Subject : _Hotel electronic signature_ |
This e-mail is sent to the customer when the central desk sends him a message directly. |
System e-mails
Sending gdpr
| Modifiable, non-automatic and optional. | If you have chosen to activate the “automatic sending of RGDP consents” feature from Settings>Privacy, customers will automatically receive this email when their customer account is created. The text of the gdpr will be the one entered in Settings>Privacy>gdpr consent message sent by email. |
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Sent to : Customer _CLIENT_ |
This e-mail is sent to customers who have not already received this e-mail when you send the RGDP from the privacy settings or automatically when their customer account is created. if you have chosen to activate the “automatic sending of RGDP consents” feature from the settings. |
Manual customer anonymization
| Non-modifiable, non-automatic and mandatory. | |
| Sent to : Customer Subject : Customer account personal data deleted We would like to inform you that the personal data linked to your account has been deleted. _Hotel electronic signature_ |
This e-mail is sent to a customer when you choose “anonymize customer” on his account. |
Automatic customer anonymization
| Non-modifiable, automatic and mandatory. | The length of inactivity that causes automatic anonymization of a customer can be set from Settings>Privacy> Automatically anonymize the personal data of customers who have been inactive for more than * years. You can also choose how far in advance of effective anonymization the warning e-mail will be sent from Settings>Privacy>Send warning e-mail to customers ** days before anonymization. |
| Sent to : Customer Subject : Warning deletion of personal data Hello, Your customer account has been inactive for nearly _INACTIVE_PERIOD_ years. In accordance with our personal data management policy, we would like to inform you that without any action on your part, your personal data will be automatically deleted on _INACTIVITY_DATE_. If you wish to retain access to your account and your data, please connect to your space at least once before _INACTIVITY_DATE_. _Hotel electronic signature_ |
This e-mail is sent to customers who have been inactive for a certain period of time, shortly before their space and data are deleted. This gives them the option of preventing the deletion of their data by logging into their space, or of doing nothing to accept the deletion. You can set this period of inactivity from myspace/providers/settings/privacy. |
Direct message to a customer
| Modifiable, non-automatic and mandatory. | You can choose a message template and/or add a message to the customer. |
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Sent to : Customer New message from _HOTEL_ |
This e-mail is sent from the Message/History function available on each folder, which allows you to send an e-mail according to a predefined template or to completely customize the content. |
Visuals
Visual of an offer summary frame
Visual of a payment schedule
Visual of a hotel electronic signature
