You are able to configure Wherewolf to distribute emails to your guests.
Whilst we put significant effort into ensuring that messaging is received in a timely manner, the nature of emails travelling over networks and telecommunication services that are managed by third parties, and the volume of traffic that these networks are processing, means we are unable to provide reliable figures on the precise time that an email takes to arrive with a guest.
What we can provide is an overview of how these emails are sent and the components that may introduce delays:
Booking Systems & Integrations
For Wherewolf users that are integrated with a reservation system, the 'prearrival links' email can only be sent by Wherewolf once we have received the booking.
It is expected that under normal circumstances there will be a nominal delay between the booking being made in the reservation system and Wherewolf receiving the booking so it can send the email to a guest.
Email Automations, Trigger Events, and Delays
When configuring the automated email settings, you can specify the trigger event and when a triggered email should be sent. A trigger event could be anything from a new booking being received, to a guest status changing to "Finalised". Based on these delay settings, emails may be send hours or even days before or after a trigger event – such as:
A) Sent as soon as the the trigger event occurs (no delay)
B) Sent a set period after the trigger event occurs (ie. 3 hours after)
C) Sent a set period before the booked trip date (ie. 1 day before)
Email 'View Queue'
You can find out when emails were sent, and see the order and timing of emails that are 'queued' and yet to be sent, in the View Queue section of the Dashboard. From this list, you can delete emails that you do not wish to send or override the delay settings to send emails immediately.
The Internet & Latency
Once Wherewolf has sent an email, the period of time that it takes to arrive with the recipient is impossible to predict reliably. Wherewolf has provisioned quality services and maintains the highest reputation to ensure the deliverability of the messages it sends; however, as with all internet data, the networks and telecom providers used in the distribution of this data may introduce delays that are outside of our control.
Recipient Inbox & Spam
There are a number of reasons that a specific guest may not receive an email.
Some of these include:
- The inbox is no longer in service (email address has expired) or is full
- They provided an incorrect email address at the time of booking
- The inbox is configured to filter or flag incoming emails, making them difficult to find
It is prudent to ask recipients to check their spam folders or search their inbox for the specific subject line to find messages that were thought to be lost before resending. Take into account that if a guest has flagged a Wherewolf email as spam (or unsubscribed) then we may no longer be able to send them emails.
Re-sending Emails
Wherewolf provides tools that allow you to resend some emails to the recipient again, if they were not received the first time. A word of warning: resending the same email to an incorrect address or full inbox will likely result in the same outcome.
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What if a guest can't find their pre-arrival link email?
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