Notifications and emails

Understand the emails Sailia sends to your customers and how to customize them.

Sailia sends automated emails to keep customers informed about their bookings. These range from booking confirmations to waitlist notifications and workflow-triggered messages.

Automatic emails

These emails are sent by Sailia without any setup required:

Email	When it’s sent
Booking confirmation	Immediately after a successful online booking or POS sale with an email address
Refund notification	When a refund is processed for a booking
Gift card delivery	When a customer purchases a gift card — sent to the buyer or recipient
Waitlist notification	When a spot opens up on a waitlisted session
Membership renewal	When a membership payment is processed or fails

Custom workflow emails

For emails beyond the built-in set, use automated workflows. Workflows let you send custom emails triggered by booking events, such as:

• Pre-activity reminders — send a reminder 24 or 48 hours before the session
• Post-activity follow-ups — send a thank-you email with a link to rebook
• Waiver reminders — remind customers to complete their waiver before the activity
• Promotional messages — send targeted emails based on booking patterns

Workflow emails support merge fields to personalize content with the customer’s name, activity details, and booking information.

Monitoring email volume

Sailia tracks automated emails through meter usage tracking:

Meter	What it tracks
workflow-email-sent	Emails sent by workflows
waitlist-notified	Waitlist notification emails

Use the meter usage API to monitor email volume and ensure your workflows are performing as expected.

Resending emails

You can resend booking confirmation emails from the booking details at any time. This is useful when:

• A customer did not receive the original email
• The customer needs the details forwarded to another address
• You made changes to the booking and want to send an updated confirmation

Resending a confirmation sends the same email template with the current booking details. If the booking has been modified since the original confirmation, the resent email reflects the latest information.

Troubleshooting

Customer says they didn't receive a confirmation email

Ask the customer to check their spam or junk folder. If the email is not there, verify their email address in the booking details and resend the confirmation. Some email providers delay delivery — wait a few minutes before resending.

Workflow emails are not being sent

Check that the workflow is enabled in the workflows dashboard. If it was recently disabled and re-enabled, emails already queued before the disable may not be resent. Also verify the trigger conditions match the booking type.

Customer received a duplicate email

This can happen if a confirmation was manually resent while a workflow email was also queued for the same event. Review your workflow triggers to avoid overlapping with built-in automatic emails.

Related guides

Email campaigns

Send targeted email campaigns and newsletters.

Automated workflows

Set up custom email workflows triggered by booking events.

Managing bookings

View and manage bookings, including resending confirmations.