Collins Mail - FAQs

How does the email display to the customer?
The email will arrive in their inbox with your venue name as the "from name" and then the subject including the booking reference.
EG. From Bar Collins Subject: Your enquiry at Bar Collins | Ref Number

Can the from name display my name rather than the venue's?
Yes if you wish. The venue name will be the one that automatically displays, e.g. from: Bar Collins Team, but if you want to change this to your name you can select the "Send From Me" button when sending the email which will change the from the name set up in your venue admin to the name on your user account.

Can we keep our current email address?
If you want to use Collins Mail then no you must use the special email address we give to you. It will be along the lines of The customer will see your username so don't worry about the actual email address it comes from. It's less about the actual email address and more about who sent it in Collins.

Do we get an email address per user?
No this is a completely new way to think about your emails. You will have one email address per venue as the master email that everything goes out from, it is your users that define the "number of accounts". From a customer point of view they will always see the same email address. From your point of view, your new "inbox" is your "new messages" section in your Notification Centre. 

How do I know if I have a new email to read/action?
In your Notification Centre, head to the "new messages" line and numbers will appear in the box as to how many new emails in you have. There will also be a blue envelope icon by the enquiry in your main enquiry list

How do I read a new email?
If you have clicked on "new messages" in your Notification Centre, your enquiry list will display all the enquiries that have a new message waiting to be actioned. If you click on that enquiry it will take you directly to your "Messages" tab within the enquiry. Your new message will be in bold.

Can I CC someone onto my outbound email?
Yes you can. There is a CC box in the Compose Email section

What is 'mark as unread' for, when I have an email open?
If you read an email but don't action it there and then or if you are a manager and want to read an email but not delete the notification of a new email from your team's Notification Centre, you can mark as unread which will keep it as a "new message" in the Notification Centre.

Would we put this new email address on our website for people to email?
No you would still have an events@ // bookings@ email address on your website if customers wanted to email you not using the booking widget. You can then add this booking/enquiry to Collins and continue the conversation with the customer on Collins. Collins Mail is only for emails linked to a booking/enquiry in the system. 

If a customer does email your special Collins Mail email address (eg. separately, you can set a forwarding email address in admin for emails not linked to a booking. Collins will then ping an email to this email address (probably your normal reservations@ email address) with the email. You can then add this as a new enquiry/booking into Collins.

If a customer forwards an email chain to a friend to get in contact with us, would we still get this?
Lets say you have been emailing Tom and book him in. Tom is so impressed he sends that chain to his friend Nick to book in with you. If Nick replies to the chain asking for a booking, the Collins user of Tom's booking will get a notification in the Notification Centre that they have a new message. They can then create a new booking for Nick.

How do I pass my inbox to a colleague when I am away?
There are two ways you can do this. If you are going to pass your open enquiries to one person in your team you can re-assign your enquiries to that person. Then if a new inbound email comes in for one of these enquiries it will appear in your colleague's Notification Centre as they are assigned to the booking. Or your colleagues can click "Assigned to anyone" then filter in the main list by "Assigned to" [you] and "Notifications" [new messages] to keep an eye on new messages coming in on your enquiries.

Can I receive attachments from a customer into Collins?
Yes Collins Mail allows attachments to come back into the system. You will find the attachment at the top of the message when you click on it. Collins also stores this attachment forever, against that booking for you at no extra cost. So, for example, booking forms received from a customer will automatically be saved against that booking forever in Collins.

Does Collins Mail have an Out of Office functionality?
Yes. Please see the video here on how to use this

For a full training video on using Collins Mail please click here

Excellent Extra Features

  1. Collins Call - FAQs
  2. Collins and Soda integration
  3. Collins Docs - Attaching files/documents to bookings in Collins
  4. Collins Pre-Orders - How to setup pre-order items and menus
  5. Collins Pre-Orders - Adding Diet Types, Allergies and Extra Settings to your items
  6. Collins Pre-Orders - Copying Over Items/Menus from Venue Group to Individual Venues
  7. Collins Pre-Orders - Setting Automated Reminder Emails
  8. Collins Pre-orders - Explaining Pre-Order tab updates (VIDEO)
  9. Extra Feature : Collins Pre-Orders (How To Video)
  10. Collins Pre-Orders - How To use within a booking/enquiry (VIDEO)
  11. Collins Pre-Orders - How to Send a Menu
  12. Collins Pre-Orders - Sending Multiple Menus
  13. Collins Pre Orders - Dietary Requirements and Allergies [What your customer sees]
  14. Collins Pre-Orders - How to Add Set Menu/Fixed Price Menu Orders Manually
  15. Collins Pre-Orders - Canapes - Multiplying one set menu/selection by a set number
  16. Collins Pre-Orders - Ordering on behalf of someone else
  17. Collins Pre-Orders - Can my customers edit their order?
  18. Collins Pre-Orders - Payment Options
  19. Collins Pre-Orders - Adding payment for pre-orders
  20. Collins Pre Orders - Take both a deposit and a pre-order payment for auto-confirm bookings
  21. Collins Pre-Orders - Can I set a cut off date for Pre-orders to be made?
  22. Collins Pre-Orders - Deleting a Pre-order
  23. Collins Pre-Orders - Downloading the 'Food Sheet'
  24. Collins Pre-Orders - Kitchen Sheet
  25. Collins Pre-Orders - Managing Your Place Cards
  26. Collins Pre-Orders - Printing / Adding a Logo to your Place Cards
  27. Collins Pre Orders - Make menus available 'while booking' or 'when booking is confirmed'
  28. Collins Pre-Orders - Applying multi-buy Discounts on your menu items
  29. Collins Pre-Orders - Applying a discount to a Menu
  30. Collins Pre-Orders - Setting Minimum and Maximum order limits
  31. Collins Pre-Orders - Dietary Requirements/Allergies
  32. Collins Pre Orders - FAQ's
  33. Extra Feature : Collins Pay (How To Video)
  34. Collins Pay - How To
  35. Collins Pay - Can I be notified by email when a customer makes a payment/authenticates a card?
  36. Collins Pay - Adding Payment/Authentication templates
  37. Collins Pay - Setting Automated Reminder Emails
  38. Collins Pay - Avoiding Fraud Disputes
  39. Collins Pay - 3D Secure
  40. Collins Pay - Postcode Validation
  41. Collins Pay - Where can I view my Customer Payments?
  42. Collins Pay - How Do I Refund a Customer?
  43. Collins Pay - Where Can I View All Refunds?
  44. Authentication v Authorisation - What's the Difference?
  45. Collins Pay & Card Authentication FAQs
  46. Card Authentication - How To
  47. Is Collins Pay and Authentication Compliant and Secure
  48. Extra Feature : Collins Mail (How To Video)
  49. Collins Mail - FAQs
  50. Collins Mail - How To Setup an 'Out of Office' Automated Reply
  51. Collins Mail - Sorting the order of New Messages
  52. Collins LiveWait FAQs
  53. Collins LiveWait - How do I add someone to the wait list?
  54. Collins LiveWait - Texts Explained
  55. Collins Live Wait - Training Video
  56. Auto Double Confirm - Set Up
  57. Auto Double Confirm - Texts and Diary/Floorplan Usage

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