Notifications and emails

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

Sailia sends automated emails and SMS messages to keep customers and staff informed. These range from booking confirmations to membership updates 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. Includes a PDF receipt attachment.
Guest receipt	When a guest (no account) enters their email on the payment success page. Sends the booking confirmation and PDF receipt to the provided address. See guest receipts.
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 — includes a direct booking link
Membership renewal	When a membership payment is processed or fails
Waiver request	When a customer has outstanding waivers to complete — includes an authenticated link to fill them in

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

Workflows support merge fields to personalize content with the customer’s name, activity details, booking information, and your business details. See the full list of available triggers for all events you can use.

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 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:

1. Open the order receipt from the bookings dashboard.
2. Scroll to the Emails sent to this account section.
3. Click Send confirmation email.
4. Enter the recipient’s email address.
5. Click Send.

This is useful when:

• 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.

Related guides

Automated workflows

Set up custom email and SMS workflows with 30+ available triggers.

Managing bookings

View and manage bookings, including resending confirmations.