Samba sends emails about bookings and payments to your travelers, and alerts to your team. It sends no marketing email.
Emails to travelers | Emails to your team | |
Sender name | "Your business name via Samba" | "Samba Team" |
Look | Your logo and accent color | Samba's |
Replies go to | Your workspace's support email | Samba |
Language | The customer's language | English |
Recorded in the customer's Emails tab | Yes | No |
Emails to travelers
These go to the customer who booked, never to individual participants. Travelers cannot unsubscribe from them, and the customer's marketing opt-in does not affect them.
Sent when | |
Booking confirmed | A booking is confirmed for the first time: online checkout, a paid payment link, or a channel booking. Also when you create a booking already paid offline, unless you tick the option to skip it. |
Payment request | You create a booking that Samba should collect payment for. It carries the payment link. |
Booking fully paid | The balance reaches zero after confirmation. |
Booking modified | You edit a confirmed booking and leave notify customer on. |
Booking canceled | You cancel a booking with Cancel without refund or Full refund and leave Email the customer about this cancellation ticked, or cancel a departure with Email travelers about this cancellation ticked. It gives the trip date and the refund, if any. Sent once per booking: a canceled booking that never got it has a Send cancellation email action in its Actions menu. |
Departure rescheduled | You change a departure's start or end and leave Email travelers about the new date or time ticked. Every confirmed booking's customer gets the old and new dates; their booking itself is unchanged. Not sent for GetYourGuide bookings. |
Tasks reminder | The booking has unanswered tasks: on each task's due date, and 3 days and 1 day before departure. At most one a day per booking. |
Request received | A traveler sends a booking request. |
Request accepted | You accept a request and the card is charged. This replaces the "Booking confirmed" email. |
Request — card failed | You accept a request but the traveler's card is declined. |
Request declined | You decline a request. |
Request expired | A request passes its deadline with no decision. |
Cancellation processed | You resolve a traveler's cancellation request. It includes your optional message. |
Installment charged | An installment is paid, automatically or by the traveler in the portal. |
Installment due | On the due date, when the installment is not charged automatically or the saved card needs attention. Also the first time an automatic charge fails. |
Installment failed — final | The automatic charge has failed 4 times. The plan stops collecting and the booking becomes overdue. |
Message from you | You message a customer. |
Portal sign-in link | A traveler asks for a link on the traveler portal sign-in page. |
A Partial refund sends the traveler no email, and canceling a departure never emails its GetYourGuide travelers. Tell them yourself, for example with a message. See Canceling and refunding.
Which language they are sent in
Samba uses the customer's preferred language if your workspace still has it enabled, otherwise your workspace's default language. The language is captured at checkout and you can change it when you edit the customer. See Languages and translations.
Emails to your team
Sent when | Can be switched off | |
New booking received | A booking is confirmed from your trip page or a widget. Not for bookings you create, channel bookings, or accepted requests. | Yes |
New booking request | A traveler sends a request. | Yes |
Booking request expired | A request expires with no decision. | Yes |
Cancellation requested | A traveler asks to cancel in the portal. | Yes |
Installment failed | An installment has failed for the last time. | Yes |
Payment dispute opened | Stripe reports a new dispute. | Yes |
Channel listing deactivated | GetYourGuide deactivates one of your listings. | Yes |
Samba invoice paid, Samba payment failed | Samba charges your Samba bill. Owners and Admins only. | No |
Workspace invitation, email verification, password reset | The account events they are named after. | No |
Customer data export | A customer data export you asked for is ready. | No |
Team members are subscribed to the alerts marked "Yes" by default, and each person can switch them off. Emails to your crew are listed in Crew notifications.
Switch off alerts you don't need
Each team member chooses for themselves, per workspace.
Click your photo at the top right and open User settings.
In Notifications, pick the workspace (1) and switch off the emails you don't want (2).
Click Save changes.
When a traveler email is not sent
Your workspace cannot email customers yet. Until it can, every email to a customer is dropped, not held for later. See Why can't I message my customers yet?
The customer has no real email address. Anonymized customers and GetYourGuide travelers without an email are never emailed.
An email that fails never undoes what triggered it: the booking still confirms, the payment still records. To check a specific email, see Did my customer get the email?