How to configure Transactional Events

Transactional Communication

Transactional emails are triggered automatically whenever a specific event occurs in your Property Management System (PMS). They are always tied to a single reservation status change and sent to one specific guest. Because they are event-driven, they happen in real time (or near real time) - no scheduling or audience building is needed.

The Events section in TrustYou CDP is where you set up and manage all transactional communication. Each event corresponds to one PMS trigger and is linked to a Mailchimp/Mandrill email template. Events are organised into three categories:

• Pre Stay - events triggered before the guest arrives
• During Stay - events triggered while the guest is at the property
• Post Stay - events triggered after the guest has departed

In order to set up an Event in CDP, click on "+ Add Event" and then choose the type of event:

The following event types are available when creating a new transactional event:

• After Booking - Triggered immediately after a reservation is created in the PMS. Used for booking confirmation emails.
• After Booking Modification - Triggered when an existing reservation is changed. Useful for sending an updated confirmation.
• Before Arrival - Triggered a configurable number of days before the guest's arrival date. Ideal for pre-arrival information or up-sell messages.
• After Cancellation - Triggered when a reservation is cancelled in the PMS. Used for cancellation confirmation emails.
• After Check-In - Triggered once the guest has checked in. An optional delay can be configured (e.g. 10 minutes after check-in) to give the guest time to settle before receiving any message.
• Before Check-Out - Triggered a configurable time before the guest's departure. Useful for check-out reminders or last-minute offers.
• After Check-Out - Triggered once the guest has departed. Often used for a thank-you email or review request.

After choosing the appropriate Event Type, you need to define the following:

• Location (property) for which this Event should be used (multiple can be selected)
• Target Audience - in case only one specific audience needs to be considered
• Guest Type (Booker/Main Guest/Additional Guest)
• Event title (e.g. "Booking Confirmation")
• Time span (define a delay of X minutes/hours/days for the Event to trigger after the PMS status changed) 
• Type (Mailchimp transactional, Twilio, webhook)

For each property in your portfolio, you create one event per trigger type. An event can be set to active (emails are sent) or paused (emails are suppressed). Switching between these states takes a matter of seconds - it is simply a toggle in the CDP interface.

Each event is linked to exactly one Mailchimp/Mandrill template. Any changes made to that template in Mailchimp are reflected in real time - there is no manual syncing step required.