Automatic emails
These emails are sent by Sailia without any setup required:Calendar invites
Booking confirmation emails include a calendar invite (.ics file) attachment that customers can add to Apple Calendar, Google Calendar, Outlook, or any other calendar app that supports the iCalendar format.
The invite covers the booking’s session name, location address, and a short description. Times are converted to your tenant timezone, and overnight bookings are emitted as all-day events spanning the full duration.
Calendar invites are sent automatically — no setup required. The attachment is only added when the recipient is the customer who made the booking (or the guest who requested the receipt), so manually forwarded confirmations sent to a different address do not include the invite.
Passwordless booking links
Workflow emails for group bookings and instalment plans include a manage booking link that opens the customer’s booking directly — no login required. Each link includes a secure, time-limited token scoped to that specific booking or instalment plan. When a customer clicks the link from their email, they go straight to the booking view without needing to enter their account credentials.Tokens are valid for 12 hours from when the email is sent and only grant access to the specific booking or instalment plan referenced in the link. Customers still need to sign in to access other parts of their account.
Custom workflows
For messages beyond the built-in set, use automated workflows. Workflows let you send custom emails or SMS messages triggered by events across bookings, memberships, instalments, and more. Common examples include:- 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
- Group booking prompts — prompt organisers to fill in participant details
- Instalment reminders — notify customers when a payment is due
- Membership lifecycle — send welcome emails, renewal notices, or cancellation confirmations
Monitoring email volume
Sailia tracks automated emails through meter usage tracking:
Use the meter usage API to monitor email volume and ensure your workflows are performing as expected.
Resending confirmation emails
You can resend a booking confirmation email to any email address from the order receipt. This works for all completed orders, including those linked to customer accounts and guest checkouts. To resend a confirmation:- Open the order receipt from the bookings dashboard.
- Scroll to the Emails sent to this account section.
- Click Send confirmation email.
- Enter the recipient’s email address.
- Click Send.
- A customer did not receive the original email
- You need to forward the booking details to a different email address
- You made changes to the booking and want to send an updated confirmation
The resent email uses the same booking confirmation template with the current booking details and PDF receipt. If the booking has been modified since the original confirmation, the email reflects the latest information. The calendar invite attachment is only included when the email is sent to the booking owner’s address.
Communications dashboard overview
The Communications dashboard opens to an overview that summarizes how many emails and SMS messages Sailia has sent on your behalf, with a stacked bar chart showing send volume over time broken down by template. Use it to spot trends, sanity-check that a new workflow is firing, or investigate a spike in sends before it affects your bill.Headline stats
The top of the page shows totals and per-day averages for emails and SMS, comparing the current month to the previous month. Per-day figures divide the month’s total by the number of days elapsed (current month) or the full month length (last month).Filtering the chart
Two filters control the stacked bar chart underneath the headline stats:
Granularity is chosen automatically from the selected time period:
Sends that aren’t linked to a template — for example, one-off emails or SMS messages sent from a customer record — are grouped under Email (manual) or SMS (manual) in the chart legend.
Selecting one or more templates in the Email template filter limits the chart to email sends only. Clear the filter to see SMS volume again.
Email delivery status
Every email Sailia sends is tracked with a delivery status so you can see whether it reached the recipient — or if something went wrong on the way. Statuses update automatically as the email provider reports back, and they appear in the Communications dashboard next to each sent email.Where to find it
Open Communications → Sent to see a list of recent emails with a Status column. Click any row to open the email detail view, which shows the most recent status and a full Delivery events timeline ordered from newest to oldest. Platform-level emails (visible to super admins) are tracked in the same way under the Platform communications tab.Status reference
The status reflects the latest event the email provider has reported for that message.Status tracking covers transactional emails (booking confirmations, workflow emails, password resets, and similar). Bulk campaign emails report their own aggregate metrics on the campaign page.
Acting on bounces and complaints
A small number of bounces and complaints is normal, but a sustained pattern can hurt your sender reputation and reduce deliverability for everyone.- Hard bounces (permanent) — remove the address from your customer record or update it after confirming with the customer.
- Soft bounces (transient) — no action needed; the provider will retry automatically.
- Spam complaints — stop sending marketing emails to that recipient. Transactional emails (such as booking confirmations) can still be sent if the customer continues to book.
Related guides
Automated workflows
Set up custom email and SMS workflows with 30+ available triggers.
Managing bookings
View and manage bookings, including resending confirmations.