When sending automated messages, Target Recipients determine which customers will receive the message. By default, all customers connected to the selected event (for example, a booking, departure, or cancellation) are included.
You can narrow down the recipients by enabling Select specific customer segments and choosing the filters that apply. This allows you to send messages only to customers who match specific criteria, such as:
Booking Channel – Customers who booked through a specific channel.
Booking Seller – Customers linked to a specific seller or partner.
Missing Booking Form Answers – Customers who have not completed required booking form questions.
Completed Booking Form Answers – Customers based on specific answers provided in their booking form.
Activity Status – Customers based on their current activity status, such as Confirmed, Cancelled, or Arrived.
Departure Status – Customers based on the status of their departure.
Missing Email Address – Customers who do not have an email address available.
Missing Phone number – Customers who do not have an phone number available
Pickup Location – Customers assigned to a specific pickup location.
Using these filters helps ensure messages are relevant and reach the right customers at the right time.
How Filters Work
Each selected segment group works together. If you choose more than one group, a customer must match at least one option from each selected group to be included.
Example:
If you select:
Booking Channel: Viator
Activity Status: Confirmed
The message will only be sent to customers who:
booked through Viator, and
have an activity status of Confirmed.
Example: Sending a Tour Cancellation Message
When cancelling a tour, it is recommended to filter by Activity Status and select Confirmed (and, if relevant, Arrived).
This ensures the message is only sent to customers who are still expected to participate in the tour. Customers who cancelled their booking before the tour cancellation will not receive the message.
No Segment Selected
If you do not select any options within a segment group, that filter will not be applied.
For example, if no Booking Channel is selected, customers from all booking channels will remain eligible to receive the message.
What Target Recipients are there?
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 - we recommend to choose Activity status "Confirmed" on most templates so you avoid sending messages to cancelled activities when it does not apply. 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. If Departure is Cancelled, Confirmed or Failed then the Departure Status should be used to filter it out - an example is for tour cancelled templates, you want to use Departure status "Cancelled" so when you cancel a departure in PaxFlow it triggers an automated message to send out.
Missing Phone number the only time you use this Target Recipient is when you send out an Email to collect missing phone number from customers.
Missing Email Address the only time you use this Target Recipient is when you send out an SMS or WhatsApp to collect missing e-mail address from customers.
Missing Pickup Location This target recipient filter identifies customers whose booking is missing a required pickup location. When enabled, automated messages can be sent specifically to guests who have not provided their pickup details, helping operators collect missing information before the activity begins and ensuring smooth transportation and pickup coordination.
Accessing Templates
Click on "Messages" and then click on "Email templates"
Find the template you want to update the Target Recipients on and open it by clicking on the name.
Adding Target Recipients to an E-mail Template
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 Before Departure start time, and when is set for 1 day before. Then you want to turn on Target Recipients.
Choosing Target Recipients
this is a reminder template so let's choose Activity status and Confirmed - so we only send the message out to confirmed passengers.
Then click on "Update" to save the template.
And now the template should be updated and at the top of the template list, let´s click on SMS templates, but the target recipients are the same way for SMS and WhatsApp templates
Target Recipients for SMS Messages
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.
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.
