When sending automated messages, Target Recipients are identified based on factors such as booking channel, booking seller, incomplete booking form responses, activity status, or missing contact details like e-mail or phone number. Clear targeting helps ensure that messages are relevant, timely, and effective, encouraging recipients to take necessary actions and improving overall communication.

Booking Channel is the source that the customer books through, could be a OTA, your own website or any other company that sells your experiences. You can always unselect if you want to target any one booking channel to send to - like OTA bookings for instance.

Booking Seller is the company that sells your tours. The information about the seller comes through your booking system. You can always unselect if you want to target any one booking seller.

Missing Booking Form Answers is used when customers have not signed the form on the customer PaxPortal. When you have created an automation for the products, choose the booking form that applies to that product - we recommend to target it down to products with the forms that apply to them, but it is possible to choose a few different products and all booking forms.

Booking Form Answers Complete is used when customers have signed the form on the customer PaxPortal.

Activity Status is the status of the activity (Booking). If you select nothing then the activity status is ignored and everyone gets the message. You can target it down to one or more activity statuses to send out to. The activity statuses are Arrived, Cancelled, Confirmed, Dropped off and No-Show.

Departure Status is the status of the departure. Departure statuses are used to clarify the status of the departure - they are Cancelled, Confirmed, Failed, Finished, Pending, Planned and Started.

Missing Email Address and Missing Phone number its important to leave this unselected on all templates you send out - the only time you use this Target Recipient is when you send out an E-mail to collect missing phone number from customers or when you send out an SMS to collect missing E-mail from customers.

At the bottom you can see how many groups you have selected and how many segments within those groups have been selected.

Click on "Messages" and then click on "E-mail templates"

Find the template you want to update the Target Recipients on and open it by clicking on the name.

Start off by setting up an Automation for the template.

Here we have chosen all the active products/departures/start times, set the schedule for On Departure cancellation, that means we can´t select when since this will only apply to tour cancellations. Then you want to turn on Target Recipients.

If you want to exclude certain segments you can click the checkboxes and choose the specific customer segments you want to include from booking channel, booking seller, missing booking form answers, activity status, or missing contact details like e-mail or phone number. In cancellation of tours its good to open up Activity Status and choose Confirmed and possibly Arrived, so you only send the E-mail to passengers that are booked on the day of the cancellation - i.e. passengers that have not cancelled their booking prior to your departure cancellation.

Not choosing any segment in a group means that the group will not be filtered out in the target recipients.

Then click on "Update" to save the template.

And now the template should be updated and at the top of the template list

The same steps apply when adding target recipients to SMS messages - open up the template you want to add Target Recipients to.

After adding in the Automation for the template you can turn on Target Recipients. This template is a reminder template before the tour and we set the automation for 1 day before departure on all of the products in Bokun.

You can leave target recipients on and add no rules if you wish to send to all bookings, but let´s choose all bookings with activity status set to Confirmed.

Then click on "Update" to save the template.

And now the template should be updated and at the top of the template list.