Event communications
The Communications tab lets you send manual emails to attendees, configure automated event communications, and view analytics for every email sent.
| Where to configure it | |
|---|---|
| Purchase confirmation | Events → [your event] → Communications → Settings |
| Event reminder | Events → [your event] → Communications → Settings |
| Feedback request | Events → [your event] → Communications → Settings |
| Cancelled date / show | Events → [your event] → Communications → Settings |
| Abandoned cart | Events → [your event] → Marketing AI — not here, and not in Marketing → Marketing AI |
| Ticket notices (sold out / sale opening) | Events → [your event] → Ticket notices — not a Communications email |
Marketing → Marketing AI only has brand flows: Welcome, Win-back, and Birthday. Do not look there for abandoned cart or the feedback request.
Manual emails
Creating an email
Click "Create email" in the top right to compose a new email.
| Field | Description |
|---|---|
| Subject | Email subject line |
| Design | Create new (template picker in the Email builder) or select a saved design |
| Recipients | Choose a recipient card: all attendees, or only selected ticket types |
| When to send | Choose a send option card: Send Now, Schedule Later, or Save as Draft |
Recipient selection
The recipients section displays each option as a selectable card. Pick the card that matches who should receive this email — either all attendees for the selected date, or only those holding specific ticket types.
Send options
The scheduling section presents three cards in this order:
- Send Now — delivers the email immediately after you confirm
- Schedule Later — reveals date and time controls nested within the card so you can pick exactly when the email goes out
- Save as Draft — saves the email without sending, so you can finish it later
When Schedule Later is selected, the date and time fields appear inside that card. These controls only apply when this option is active.
Test before sending
Before finalizing, you can send a test email:
- Look for "Send a test email" at the bottom of the form
- Enter your email address
- Click send
- Check your inbox to see exactly how it looks
Note: Personalization placeholders (like assistant name) won't be filled in test emails, but they will work in real sends.
Email table
Search emails by subject. The table shows:
| Column | Description |
|---|---|
| Subject | Email subject |
| Tickets | Target tickets (— if all) |
| Scheduled for | Scheduled date (— if not scheduled) |
| Sent at | Actual send date (— if not sent) |
| Recipients | Number of recipients |
| Status | Draft, Scheduled, or Sent |
| Actions | Varies by status |
Actions by status
| Status | Available actions |
|---|---|
| Draft | Edit, Delete, Duplicate |
| Scheduled | Edit, Delete, Duplicate |
| Sent | View, Duplicate |
Duplicate creates a copy as a new draft, pre-filled with the duplicated email's content.
Per-email analytics
You can view open and click-through data for any sent email directly from the Communications tab, without leaving the event dashboard.
Opening the analytics view
- Find the email in the email list (status: Sent)
- Click View in the Actions column
- The analytics view opens, showing engagement data for that specific email
What you can see
The analytics view shows open rate and click-through data for the selected email. This works for all email types visible in the Communications tab — manual campaigns, automated emails, and cancellation emails.
Cancellation emails
Auto-refund and buyer-choice cancellation emails are tracked as a distinct email source. In the email list, they appear with a Cancellation label so you can identify them at a glance. In the analytics view, they are recorded under the Cancellation source type, keeping them separate from manual campaigns and other automated messages.
This means you can:
- Filter email analytics by the Cancellation source to review only cancellation communications
- Compare cancellation email engagement separately from purchase confirmations, reminders, and manual sends
Email settings (Automated emails)
Click "Settings" next to the create button to configure automated communications.
Note: These settings affect the entire event, not just the selected date.
1. Purchase email
Sent immediately after checkout completion.
Configuration:
- Select a template from the dropdown, or create a new one (the Email builder opens with Purchase templates)
- Click Preview to see how it looks
- Apply in bulk — Choose a theme family (same catalog as the website) and apply it to the automatic emails still on this screen (purchase, reminder, feedback, cancellation — not abandoned cart if Marketing AI owns that flow)
Template fields:
- Template name
- Subject (personalizations: name, last name, event name, ticket name)
- Email body (use Email builder)
- Include PDF tickets (checkbox, default: on)
- Include calendar invitation (checkbox, default: on)
- Custom calendar description (optional)
- Google Meet link (optional, added to calendar invite)
Per-ticket templates: If "Ask buyer info per ticket" or "Block multi-type ticket purchases" is enabled:
- Toggle "Use the same configuration for all tickets" off
- Configure different templates per ticket type
2. Abandoned purchase email
This email is no longer configured in Communications. Manage it from the event Marketing AI tab.
- Go to Events → [your event] → Marketing AI
- Find the Abandoned cart flow
- Turn it on or off, and optionally add a discount
When someone starts checkout and does not complete the purchase, Marketing AI sends a two-email sequence (reminder + recovery). The copy is AI-generated; there is no template to edit in Communications.
If you don't see the "Abandoned purchase" card in Communications → Settings, that is expected: Marketing AI already owns that flow. It is not a bug.
If the Marketing AI tab is missing on the event, you need a Pro plan and at least one verified sender email. More detail in Marketing flows.
3. Event reminder
Sent 1 day before the event starts.
Configuration:
- Toggle on/off (default: on)
- Create/select template
Reminder emails always include purchase tickets so attendees can find them easily.
4. Feedback request
Sent 1 day after the event to collect reviews.
Requirements:
- Customer feedback must be enabled
- Template MUST include the "review link" personalization — without it, users can't leave reviews
Configuration:
- Create/select template with review link button
This card lives only in Communications. It is not in the event Marketing AI tab, and it is not in Marketing → Marketing AI.
5. Cancelled event date
Sent when you cancel a date and choose to notify attendees.
Configuration:
- Create/select template
- Can also be configured when cancelling (Edit → Cancel date)
6. Post-purchase automation flow
The post-purchase flow is not configured in Communications. It lives in Events → [your event] → Marketing AI, under the Post-purchase flow.
Enabling it there runs it only for that event. If you previously configured it at the brand level, you need to enable it per event.
Apply a style pack
In Communications → Settings, use Apply in bulk to dress the automatic emails still on this screen with the same theme family (Theater, Nightlife, Park, and so on). You preview each email type, then confirm. Abandoned cart is not in this pack when Marketing AI owns it.
That creates or replaces the templates in that pack. You can then open any of them in the Email builder and tweak copy, photos, or colors. If your site already has a theme installed, that pack appears first.
Creating email templates
All templates use the Email builder. When you create a new design, the builder offers a blank canvas or templates for the email type you are editing.
Personalization fields depend on the type:
| Personalization | Purchase | Reminder | Abandoned cart | Feedback | Cancellation | Manual email |
|---|---|---|---|---|---|---|
| Attendee first and last name | Yes | Yes | Yes | Yes | Yes | Yes |
| Event name | Yes | Yes | Yes | Yes | Yes | — |
| Ticket name | Yes | Yes | Yes | — | — | Yes |
| Google Maps link | Yes | Yes | — | — | — | — |
| Referral link | Yes | — | — | — | — | — |
| Event link | — | — | Yes | — | — | — |
| Show date | — | — | — | — | Yes | — |
| Review link | — | — | — | Required | — | — |
Preview and test
Each template has a Preview button to see exactly how the email will look.
Note: Personalizations show as placeholders in preview but are filled in when sent.
FAQs
It creates or replaces the event’s automatic templates that still live in Communications (purchase, reminder, feedback, cancellation). Abandoned cart is excluded when Marketing AI owns that flow. You can then edit each remaining template in the Email builder.
Yes. Enable "Ask buyer info per ticket" or "Block multi-type purchases" in checkout settings, then configure per-ticket templates.
Manual emails go to all assistants for the selected date, or only those with specific ticket types if you filter.
No. Once sent, you can only view or duplicate it.
For purchase emails, go to Events → [your event] → Communications → Settings → Purchase email and click Preview.
If you want to validate the full real buyer flow, you can also:
- Send a courtesy ticket to your own email
- Make a test purchase
Feedback emails only send if customer feedback is enabled in Customer Service settings, and if your template includes the review link personalization.
In Events → [your event] → Marketing AI, under the Abandoned cart flow. It is not in Communications → Settings.
Because that email is not configured there. Go to Events → [your event] → Marketing AI, under the Abandoned cart flow. The feedback request card is in Communications → Settings.
In Events → [your event] → Communications → Settings, on the Feedback request card. It is not in Marketing AI.
They are different things:
- Event reminder: automatic email sent 1 day before the event, configured in Communications → Settings → Event reminder.
- Attendance confirmation (RSVP): checkout questions answered during purchase; configured in Edit event, not in Communications.
- Review request (feedback): automatic email sent 1 day after the event, configured in Communications → Settings → Feedback request.
If you want to stop the pre-event email, disable Event reminder. If you want to stop the post-event review email, disable Feedback request on that same screen.