Samba records every email it sends to a customer. Open the customer in Operations → Customers and go to the Emails tab: each row shows the date, the type of email, the subject, the address it went to and a status. Click a row to read an exact copy of what was sent.
You will find the same record on a booking page and on a departure's Emails tab, limited to the emails about that booking or departure. A message you sent from the customer page belongs to no booking, so it appears on the customer only.
Status | Means |
Sent | Samba handed the email to its mail provider. Samba does not track delivery, opens or bounces. |
Failed | Sending hit an error. Hover over the status to see it. There is no stored copy of a failed email. |
The record is read-only. An email cannot be resent from it.
Why an email is missing
The Emails tab is empty, or the email is not listed
The Emails tab is empty, or the email is not listed
Your workspace may not be able to email customers yet. Until it can, emails to customers are dropped and leave no row — and they are not sent later. The booking's email section tells you when this is the case.
Connect a live Stripe account to switch customer email on: see Why can't I message my customers yet? Then send the customer what they missed with a message.
The customer's address ends in @samba.invalid
The customer's address ends in @samba.invalid
This is a placeholder, not a real address. Samba uses one for GetYourGuide travelers whose email was not passed on, and for anonymized customers. No email is ever sent to it.
For GetYourGuide travelers, see GetYourGuide bookings.
The status is Sent but the customer says nothing arrived
The status is Sent but the customer says nothing arrived
Check the address in the row for a typo. If it is wrong, edit the customer to correct it, then send them the information again with a message.
If the address is right, ask the customer to look in their spam folder for an email from "Your business name via Samba".
You canceled or refunded the booking yourself
You canceled or refunded the booking yourself
Samba only emails the traveler when you leave Email the customer about this cancellation ticked as you cancel. If it was unticked, open the booking and choose Actions → Send cancellation email. The action disappears once the email has been sent.
A Partial refund sends no email. Let the traveler know with a message. See Canceling and refunding.
You are looking for an email to your team
You are looking for an email to your team
Only emails to customers are recorded. Alerts to your team, emails to crew, portal sign-in links and customer data exports are not. See Emails Samba sends.