Target Recipients limit which customers get an automated email, SMS, or WhatsApp message. Without them, the message goes to all customers of the products, departures, or start times that the template uses.
Open Target Recipients
Go to Messages > Email templates. For other messages, go to SMS templates or WhatsApp templates.
Click the name of the template. The Template Editor opens.
Choose the segments
In Automation Settings, make sure that the Automation switch is on. Target Recipients are available only for automated templates.
Under Target Recipients, click the Only send to specific customer segments switch. The segment groups show. Click the arrow next to a group to show or hide its segments.
Select the segments. To select all segments in a group, select the checkbox of the group. Below the list, the number of selected groups and segments shows, for example 1 group, 1 segment selected.
Click Update. The template list opens and highlights the template.
If the switch is on and no segment is selected, the template does not save and shows Please select at least one customer segment. To send to all customers, turn the switch off. All customers then shows under the switch.
How groups work
In one group, a customer must match one or more of the selected segments.
Across groups, a customer must match each group that has a selected segment.
A group with no selected segment does not filter the customers.
For example, you select Viator in Booking Channel, and Confirmed and Arrived in Activity Status. The message goes only to customers who booked through Viator and whose activity is Confirmed or Arrived.
Segment groups
The list shows only the groups that have segments for your company.
Booking Channel: the channel that the booking came through, for example your website or an online travel agency. There is one segment for each channel in your bookings. No Booking Channel selects bookings that have no channel.
Booking Seller: the company that sold the booking, as your booking system sends it. There is one segment for each seller in your bookings. No Booking Seller selects bookings that have no seller.
Missing Booking Form Answers: one segment for each booking form with the response type Per activity or Per passenger anonymous. A customer matches when the form is linked to the customer's product and the form is not complete. A Per activity form has no answer yet. A Per passenger anonymous form has fewer answers than the pax on the booking. Use this group to remind guests to fill in a form.
Completed Booking Form Answers: the same forms, for customers who completed the form. A Per activity form has an answer. A Per passenger anonymous form has an answer for each pax.
Activity Status: the status of the customer's activity. The segments are Arrived, Cancelled, Confirmed, Dropped off, and No-show. To choose the statuses, see Choose activity statuses below.
Departure Status: the status of the departure. The segments are Planned, Pending, Confirmed, Started, Finished, Cancelled, and Failed. For a departure in a departure group, the status of the group applies. A status segment only filters the customers. To send a message when a departure is cancelled, select On and Departure cancelled under Schedule.
Missing Phone Number: customers who have no phone number. Only email templates show this group. Use it to ask for a phone number by email.
Missing Email Address: customers who have no email address. Only SMS and WhatsApp templates show this group. Use it to ask for an email address by SMS or WhatsApp.
Pickup Location: one segment, Missing pickup location. It selects customers whose booking has no pickup location. Use it to ask guests for their pickup location before the activity.
Choose activity statuses
Each customer has one activity status. A customer matches only the statuses that you select. If you select no status in Activity Status, the message also goes to customers who cancelled.
Confirmed: the booking is active, and the guest is not checked in yet.
Arrived: the guest is checked in, for example with a ticket scan.
Dropped off: the guest is marked as dropped off.
No-show: the guest is marked as a no-show.
Cancelled: the booking is cancelled.
A status changes only when someone changes it. A guest that nobody checks in stays Confirmed after the tour. A booking that is not confirmed yet, for example a request that waits for approval, matches none of these statuses.
Select the statuses that match the purpose of the message:
Reminder before the tour: select Confirmed. Customers who cancelled do not get the reminder.
Message after the tour to guests who came, for example a review request: select Arrived and Dropped off, and use the Departure end time event. PaxFlow checks the status just before it sends the message, so check in your guests before then. Guests who are still Confirmed do not get the message. To include them, also select Confirmed.
Message to guests who did not come: use the Customer no-show event. The message goes to each guest when the guest is marked as a no-show. You can also use Departure end time and select No-show.
Message to all customers except customers who cancelled: select Confirmed, Arrived, Dropped off, and No-show.
Groups that depend on the event
Activity Status is not available for the Customer arrival and Customer no-show events. For these events, the activity status is already set when the event happens.
Departure Status is not available for the Departure cancelled, Departure confirmed, and Departure failed events.
When PaxFlow checks the segments
For Departure start time, Departure end time, Pickup time, and Activity booked, PaxFlow checks the segments just before it sends the message. For example, a template sends a reminder 1 day before the departure starts, to Confirmed customers only. A guest who cancels before that day does not get the reminder.
For all other events, PaxFlow checks the segments when the event happens. With After, PaxFlow sends the message later and does not check the segments again.
Example: tour cancellation message
For a message about a cancelled tour, select On and Departure cancelled under Schedule. Then select Confirmed and Arrived in Activity Status. The message goes only to customers who are still on the tour. Customers who cancelled their booking before do not get it.
Notes
An automated template sends messages only when it is active. To activate it, select Active in Template Settings. To stop it, click the gear icon in the Actions column of the template list, and then click Deactivate.
You can activate a WhatsApp template only after it is approved. The Approval Status column of the template list shows the status.
Pickup time shows in the event list only if your company uses Bokun.
If a template page has a lock icon in the Messages menu, messages or WhatsApp are not turned on for your company, or your user group does not have access to the page. To turn them on, ask PaxFlow support. To get access, ask an admin in your company to change your user group in Settings > User groups.