Within a Booking/Enquiry - Sending emails to your customers

You can communicate with your customers through Collins by sending them emails with important information. To send an email:

  • Click into the customer enquiry/booking
  • Click on the Messages tab
  • Select “Compose Email”. This will take you to your emailing module.

Starting from the top of the screen;

> ‘Reply to’ - This will be pre-filled with the email set up in your Emails & texts section of the Settings. If you would like the customer to reply to a different inbox than the one that the system has been set up with, for example, if you are going on holiday and want someone else to pick up the emails while you are away, you can remove it and type another one here.

> ‘CC’ - You can add the email address of anyone else you wish to include in the email, for example, another member of staff or a friend of the customer. If you would like to add multiple email addresses, you can separate them with a comma and space.

> Then select the ‘Type of Email’ -

  • Confirmation - Selecting this option pulls through a confirmation template to send to the customer. If you choose to include the booking summary, it will also pull through all the details of the booking, including; date, time, until time, packages and pre-orders, deposits paid.
  • Cancellation - This option pulls through a cancellation template, so you can confirm the cancellation of a booking.
  • General - General is a blank template for to use as you wish. The subject of the email is ‘Your Booking Enquiry at VENUE NAME - DMN-XXXXXX’ This is mostly used to send fully booked emails, to request a deposit from the customer in order for them to secure their booking, to send initial private hire information etc.

> Include booking summary - This box is ticked by default and will pull through the general Booking Details, any Pre-orders, Dietary Requirements, Pre-order Comments, Minimum Spends and Payments taken at the end of the email, however, if you would like these booking details omitted from the message, untick this box

> Include customer requests - If a customer has made any special requests, they will be omitted from the confirmation email if unticked. See here for more info.

> ‘Attachments’ - Here you can choose from the attachments that have been pre-uploaded into your admin or upload an attachment straight from the laptop you are using.

> 'Pre-Defined Messages' - This time-saver tool allows you to pull through your Pre-defined Message templates set up in settings. If a template is chosen, it will auto-populate into the text box, where it can be edited and additional text can be added.

Before sending the email you can ‘Preview’ the message and then once happy with the email select ‘Send’.  If a guest then replies to the email, all replies will be going to the email address set up in the Emails and Texts section of the Settings.


Once an email has been sent, you can see a Message History of all emails:


USEFUL - We also have an extra bolt-on called Collins Mail that will allow for customer replies come back into Collins. See more it here and if interested please contact your account manager or collins-support@designmynight.com

Enquiries Page FAQs

  1. TRAINING VIDEOS: your Enquiries page
  2. Collins Dashboard - Overview
  3. Collins Dashboard - Internal team notifications
  4. Enquiries Page - Enquiry List
  5. Enquiries Page - How can I see my Confirmed bookings?
  6. Enquiries Page - Sorting enquiries & bookings
  7. Enquiries Page - Booking Status Explained
  8. Enquiries Page - What does it mean to 'Take' an enquiry?
  9. Enquiries Page - Manually adding new enquiries
  10. Enquiries Page - Assigned to me/Assigned to anyone
  11. Enquiries Page - Search Bar
  12. Enquiries Page - Filtering enquiries & bookings
  13. Enquiries Page - Download button
  14. Enquiries Page - CSV Download
  15. Enquiries Page - Downloading Large Enquiry Data Downloads
  16. Enquiries Page - Finding out which bookings were a 'No Show'
  17. Enquiries Page - Find a colleague's 'In Progress' enquiries
  18. Enquiries Page - Notification Centre Explained
  19. Enquiries Page - Keeping your Notification Centre up to date
  20. Enquiries Page - Email bounced notification
  21. Enquiries Page - Where do I see any 'Special Requests' a customer made when making an auto-confirm booking?
  22. Enquiries Page - Sent Messages
  23. Within a Booking/Enquiry - Customer Details
  24. Within a Booking/Enquiry - Saving a booking/enquiry
  25. Within a Booking/Enquiry - Can I manually enter a booking in 1 minute intervals? I.e. 19:04
  26. Within a Booking/Enquiry - Why can I only see the booking details and not the customer details for this booking?
  27. Within a Booking/Enquiry - Tag a booking with a Source (3rd Party, Over The Phone, From Email etc...)
  28. Within a Booking/Enquiry - Booking Details
  29. Within a Booking/Enquiry - Default Duration
  30. Within a Booking/Enquiry - Booking Prompts
  31. Within a Booking/Enquiry - Additional Details
  32. Within a Booking/Enquiry - Commission Box
  33. Within a Booking/Enquiry - Set Up Requirements
  34. Within a Booking/Enquiry - Assign to Areas
  35. Within a Booking/Enquiry - Area Search/Smart Space Finder
  36. Within a Booking/Enquiry - Adding internal or run sheet notes to a booking
  37. Within a Booking/Enquiry - Adding packages/pre-orders & minimum spends to a booking
  38. Within a Booking/Enquiry - Allocating a seat number to your customer orders
  39. Within a Booking/Enquiry - 'Other Payment' - Recording payments not made using Collins Pay
  40. Within a Booking/Enqiury - Adding a minimum spend
  41. Within a Booking/Enquiry - Invoice/VAT Receipt
  42. Within a Booking/Enquiry - Sending emails to your customers
  43. Within a Booking/Enquiry - Sending attachments in emails
  44. Within a Booking/Enquiry - Stopping a follow-up email being sent to an individual booking
  45. Within a Booking/Enquiry - Remove customer requests from confirmation emails
  46. Within a Booking/Enquiry - Booking History
  47. Within a Booking/Enquiry - PRINT button (function sheets)
  48. Within a Booking Enquiry - Formatting Pre-orders on your Function Sheet
  49. Within a Booking/Enquiry - PRINT Button/Function Sheet (Dietary Requirements and Order Comments)
  50. Within a Booking/Enquiry - Duplicating/copying a booking once
  51. Within a Booking/ Enquiry- Adding Bookings to Multiple Dates
  52. Within a Booking/Enquiry - Sections explained
  53. Within a Booking/Enquiry - Compiling and Sending a Contract
  54. Within a Booking/Enquiry - The importance of using Labels
  55. Within a Booking/Enquiry - Set yourself a reminder
  56. Within a Booking/Enquiry - Adding an Actual Spend/Guest Amount after the booking has taken place
  57. Within a Booking/Enquiry - Find a Customer
  58. Within a Booking/Enquiry - Customer Profile
  59. Within a Booking/Enquiry - Has the customer signed up to your newsletter?
  60. Within a Booking/Enquiry - How to update a customers marketing permission

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