TripWorks allows you to send targeted email and SMS communications to customers both automatically and manually. This comprehensive guide covers all available message types, from fully automated workflows that trigger based on specific events to manual messages you can send as needed.
What are Customer Messaging Options?
TripWorks provides two types of customer communications: automated messaging and manual messaging. Understanding both options helps you create a comprehensive communication strategy that serves your customers effectively.
- Automated Messages send pre-written email and/or SMS text messages to customers when certain actions occur in your account. These trigger-based communications ensure timely, relevant messaging that enhances the customer experience while reducing your administrative workload.
- Manual Messages give you the flexibility to send customized communications when specific situations require personal attention or don't fit standard automation triggers.
Common automated message scenarios include:
- Sending booking confirmations immediately after reservation
- Delivering event reminders before scheduled activities
- Following up after trips to request reviews
- Recovering abandoned shopping carts with incentive offers
- Confirming gift card purchases
Setting Up Your Customer Messages
The table below provides an overview of all message categories available in TripWorks. Select any message category name to access detailed setup instructions, customization options, and configuration settings for that specific automation type.
Message Category |
Function |
Auto-Send Available |
Default Status |
Timing Options |
|---|---|---|---|---|
| Abandon Cart | Recovers incomplete bookings with 3-step email sequence | ✅ Yes | ✅ Enabled | Configurable |
| Confirmation | Confirms successful trip reservations | ✅ Yes | ✅ Enabled | Immediate |
| Rebooked | Notifies of successful trip rescheduling | ✅ Yes | ❌ Disabled | Immediate |
| Gift Card Confirmation | Confirms gift card purchases | ✅ Yes | ❌ Disabled | Immediate |
| Event Reminder | Reminds customers of upcoming trips (up to 2 messages) | ✅ Yes | ✅ Enabled | Configurable |
| Event Followup | Requests post-trip reviews (up to 3 messages) | ✅ Yes | ✅ Enabled | Configurable |
| Waiver Reminder | Prompts electronic waiver signing | ❌ No | ❌ Manual only | N/A |
| Waiver Signed | Confirms waiver submission | ❌ No | ❌ Manual only | N/A |
| Cancellation | Confirms trip cancellations | ❌ No | ❌ Manual only | N/A |
| Deposit Request | Requests required deposit payments | ❌ No | ❌ Manual only | N/A |
| Refund | Notifies of issued refunds with transaction details | ❌ No | ❌ Manual only | N/A |
| User Defined | Custom templates for specific business needs | ❌ No | ❌ Manual only | N/A |
Best Practices for Automated Messaging
Timing Optimization
- Confirmations: Send immediately for instant gratification
- Reminders: Schedule 24-48 hours before events for optimal engagement
- Follow-ups: Wait 1-3 days post-event for review requests
- Cart Recovery: Use escalating timing (1hr → 24hr → 72hr) for maximum effectiveness
Content Guidelines
- Keep subject lines clear and action-oriented
- Personalize messages with customer names and specific booking details
- Include all relevant information (dates, times, locations, contact info)
- Maintain consistent branding and tone across all automated messages
- Test message rendering across email clients and mobile devices