DivePilot emails a guest at five moments in a booking's life, and at a sixth if you switch on the pre-trip details check. All of them are sent in the customer's language, on behalf of your dive center, with your Business email from the Dive centre settings as the reply address and the contact details from Branding in the footer.
The five emails
| Moment | Subject | What it says |
|---|---|---|
| Booking received | "We received your booking …" | Lists what was booked, says you will confirm it, and shows the guest's check-in code |
| Booking confirmed | "You're confirmed: …" | Asks the guest to arrive early with their card and gear, attaches an .ics calendar file the guest can add to their phone's calendar, and shows the check-in code again |
| Booking cancelled | "Booking … cancelled" | Says who cancelled, the cancellation fee if any and what of it is still to pay, what goes back to the card or stays as credit, and how to reach you for another date |
| Plan changed | "Change to booking …" | Says the earlier confirmation no longer applies, the booking itself stays in place and a new confirmation follows; attaches a calendar file that removes the old entry |
| Trip moved | "Booking … moved" | Gives the new date, departure, boat and dive sites, and attaches a calendar file that updates the old entry |
When you ask for a deposit, a guest who books online gets the deposit due email instead of the received one about ten minutes after booking, only while the deposit is still unpaid, with their payment link and the deadline, a reminder halfway to the deadline, and an email when an unpaid deposit cancels the booking. A guest who paid from the form by then gets the confirmation, or the received email while you still have to confirm the booking. For bookings made together, each of these emails goes once to the person who booked and lists everyone; the others get no received email until their bookings are confirmed. The confirmation carries your cancellation policy whenever you have set one and, while Add the payment link to booking confirmation emails is on, the guest's payment link, which pays online while online payment is available and otherwise only shows the bill. See Deposits for online bookings.
Depending on How guests get their waivers, the received email or the confirmation lists the forms the guest still has to sign, each with a Sign button; see Request a waiver signature.
The confirmation is sent once per booking, whichever action confirms first: seating on a trip, course enrolment, or Confirm. Moving the guest between groups on the same trip, or taking them out of a group and seating them again there, sends nothing. Seating them on a different trip at the same day and departure, with another boat, sends the trip-moved email instead. Only after a plan-changed email, when the trip was deleted or the course cancelled, does the next confirmation go out again. The calendar file carries the departure time for a fun dive and is an all-day entry for a course. Once a course booking is enrolled, the confirmation, its calendar file and a later cancellation email show the start date of the course; before that, as in the received email or after Confirm without enrolment, the emails show the date the guest asked for.
The cancellation email is sent when you press Cancel, and when you choose Withdraw student on a course, which cancels the student's booking.
For several people booked online together, the received email goes once per email address and lists every booking and request for that address. Confirm all and Cancel all on the Booked together card send one confirmation, with one calendar entry per booking, or one cancellation per address for everything. Confirming or cancelling a single booking sends that booking's own email, as above. Bookings you add to it with Add departure count as online and send the usual confirmation. A person without an email address gets their emails through the person who booked, with their name in them, the pre-trip details check included. Bookings you create by hand with several people stay silent, as above. See Bookings made together.
The plan-changed email goes to guests who were confirmed when you delete an upcoming trip or cancel a course. Their bookings return to Reserved, to Unassigned bookings after a deleted trip and to the course's Pending bookings after a cancelled course, and confirming them again sends a new confirmation. The trip-moved email goes to confirmed guests when you move a trip to another day or departure or give it another boat, and to a guest you seat on a different boat than the one they were told about; their bookings move with the trip and stay Confirmed.
The check-in code
The received and confirmed emails carry a QR code with the line "Show this code when you arrive. It takes the team straight to your booking." It is the same code the guest saw on screen after booking. When someone on your team scans it with their phone's camera, it opens the booking's Check-in panel in DivePilot, after signing in if needed. The cancellation, plan-changed and trip-moved emails carry no code. See Check in a guest with their QR code.
The pre-trip details check
This sixth email is off until you switch on Pre-trip details check under Settings, then Customer form, and choose under Send it how many days before the dive it goes out, from 1 to 7. Every day at 10:00 your time DivePilot looks at every reserved or confirmed booking not checked yet whose dive day falls between tomorrow and that many days ahead, and emails the guest "Before your dive on … - …" when something is still missing: details your customer form marks as Required, or waivers the booking needs that are not signed or run out before the end of the dive day. For a fun dive those are the general waivers for fun dives plus the extra waivers of the dive group the guest is seated in, for a course booking the general waivers for courses plus the course template's additional waivers, as on the booking's Check-in panel. The dive day is the day of the trip the guest is seated on, the start of the course for a booking enrolled in a course, and otherwise the day booked. The email lists what is missing and carries a link to check and complete their details, which works until the end of the dive day.
Guests with nothing missing get no email. Each booking is checked once, and a guest with several bookings gets one email, about the earliest one and the waivers that booking needs. A booking whose day changes, because its date is edited or its trip moves to another day, is checked again. If a run was missed or the email failed, the next morning's run catches up. Unlike the five emails above, this one also reaches bookings you created by hand, as long as the customer has an email address. On the customer's profile your team sees the link as "Sent automatically before the dive". An update link that was already open keeps working until this email has gone out. See Let a diver update their details.
Only online bookings send the five emails
The five booking 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 none of them 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, checking a guest in, restoring a cancelled booking and editing a booking send nothing. 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 not enrolled three days before it starts. For several people booked online together you get a single New online booking notification naming the person who booked, how many people and how many dives.
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