Automation Rules

An automation rule sends one of your templates automatically: when a booking is created or confirmed, when a payment arrives, or a number of days before or after a trip. You write the message once; DiveHQ sends it to every booking that matches.

Create a rule

1. Click New Automation Rule. (While you have no rule yet, Load Templates adds a set of ready-made rules you can adapt.)

2. Rule Information: a Name, a description, and Active.

3. Trigger Configuration: choose the Trigger Event (see the list below). For a rule based on days, enter the number of Days. For Outstanding balance reminder, Days is the gap between two reminders to the same booking (a week when left empty); only live bookings of upcoming trips with something left to pay are reminded.

4. Channel & Templates: choose Send Via — Email only, or, when the WhatsApp sending module is on, WhatsApp only or Email & WhatsApp — and pick the Email Template and/or WhatsApp Template.

5. Recipients: choose Send To — Lead Customer, All Passengers, Lead Passenger or Booking Agency. Switch on CC Agency to also send a copy to the agency of an agency booking.

6. Conditions (optional): limit the rule to some booking sources (Only for Booking Source: Widget (Online booking), Admin (Quick Booking), Marketplace…), to some statuses (Only for Booking Status), to bookings with an unpaid balance (Only if Outstanding Balance) or with at least a Minimum Balance Amount. Leave a list empty to apply to all.

7. Save.

Trigger events

Trigger	When it sends
When booking is created	As soon as a booking is created (a booking created by staff with notifications switched off does not trigger it).
When booking is confirmed	When a booking’s status becomes confirmed.
When payment is received	When the booking becomes fully paid.
X days before trip	The set number of days before the trip’s departure date.
X days after booking	The set number of days after the booking was created.
When payment is due	On the due date of a pending payment of the booking’s schedule.
X days after trip end date	The set number of days after the trip’s return date, for confirmed and completed bookings.
Customer form not completed	Within the set number of days before departure, while the lead customer’s form is still not completed, for confirmed and pending bookings.

Rules based on dates are checked once a day. A booking receives a given rule at most once a day.

Follow and manage your rules

The list shows each rule’s trigger, days, channel, Active, how many messages were Sent and when (Last Sent). Filter by trigger, channel or Active.

In the row menu: View Logs (every message sent by the rule, with its date, channel, recipient, booking, status and any error), Edit, Duplicate (a copy named … (Copy), with its counters at zero) and Delete. Select several rules to Activate or Deactivate them at once.

Agency bookings

Rules addressed to the guest (Lead Customer, All Passengers, Lead Passenger) are never sent to the guests of an agency booking. With CC Agency on, the agency receives the message instead; otherwise nobody does.

Good to know

• An empty Only for Booking Status list means all statuses, including cancelled bookings for date-based triggers. Tick the statuses you want when it matters.
• The trip portal reminders (profile and waivers, 15, 7 and 3 days before departure) are sent automatically and are not rules: see Waivers & Documents.