DivePilot emails a guest at three moments in a booking's life. All three are sent in the customer's language, on behalf of your dive center, with the business email given at sign-up as the reply address and the contact details from Branding in the footer.
The three emails
| Moment | Subject | What it says |
|---|---|---|
| Booking received | "We received your booking …" | Lists what was booked and says you will confirm it |
| Booking confirmed | "You're confirmed: …" | Asks the guest to arrive early with their card and gear, and attaches an .ics calendar file the guest can add to their phone's calendar |
| Booking cancelled | "Booking … cancelled" | Says the booking was cancelled and how to reach you for another date |
The confirmation is sent once, whichever action confirms first: seating on a trip, course enrolment, or Confirm. If the booking later goes back to Reserved, for example when you remove the guest from their dive group, confirming it again sends a new confirmation. The calendar file carries the departure time for a fun dive and is an all-day entry for a course.
Only online bookings send email
The three emails go only to bookings made through your booking page, and only when the customer record has an email address. A booking you create by hand sends nothing at any point. When you open a booking, an online one shows a Booked online pill next to its number.
Actions that never email
Marking a No-show, restoring a cancelled booking and editing a booking send nothing. Withdraw student on a course also cancels the student's booking without an email. If you want the guest to know, write to them yourself; their email is on the customer card.
If an email fails
A failed email never blocks your action. The booking is still confirmed or cancelled; the failure is only logged. When in doubt, check the address on the customer's profile and tell the guest directly. See An email never arrived.
The staff side
Everyone who can view bookings gets in-app notifications, not emails: New online booking when a guest books, and Course booking needs enrolment when a course booking is still reserved and not enrolled three days before it starts.
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