26. Notifications - Overview
Understand how the platform sends email notifications to customers, staff, and system administrators.
Overview
The platform uses email as its primary notification channel. Emails are sent automatically throughout key workflows - order confirmations when a purchase completes, payment links when a reservation is approved, refund confirmations when a cancellation is processed - and can also be sent manually in bulk by admin users.
Every email is tracked through email logs, giving visibility into what was sent, to whom, and whether delivery succeeded.
How Emails Work
Emails fall into two categories based on how they are triggered:
Category | How it works | Examples |
|---|---|---|
Automatic | Sent by the platform when a workflow event occurs - no manual action required | Order confirmations, payment links, refund confirmations, transfer claim emails |
Manual | Triggered by an admin user, either individually or in bulk | Resending a confirmation email, emailing all attendees of an event, sending payment reminders |
Both categories are processed through a queue, so emails are not sent instantaneously. Automatic emails from checkout workflows are prioritised and typically arrive within seconds. Bulk emails sent to large audiences are processed at a controlled rate and may take longer - the platform displays a confirmation that emails have been added to the queue.
What You Can Control
The platform provides several layers of control over email notifications:
Which emails are sent - Company and event-level settings control whether specific email types are enabled or disabled. For example, you can suppress order confirmation emails in box office, or enable automatic event reminder emails. See Email Settings.
What emails say - Email subjects, greetings, body text, and calls to action can all be customised per company through the website text manager. Customisations can also be scoped to specific events, schedules, or customer groups. See Customising Emails.
Who emails come from - The sender name, from address, and reply-to address are configurable at the company level, with a fallback to reseller-level defaults. See Sender Configuration.
Who receives admin emails - Purchase summary emails and event creation notifications can be directed to specific email addresses configured per event or at the company level. See Email Settings.
Email Types
The platform sends emails to three audiences: customers (order confirmations, payment links, refund notices, transfer claims, event reminders), admin staff (purchase summaries, approval workflow emails), and system operators (report deliveries, health alerts).
For a complete reference of every email type, when it is triggered, and who receives it, see Email Types.
Related Pages
Complete reference of every email the platform sends.
Configure which emails are sent and who they come from.
Change email content through the website text manager.
Send emails manually or resend to attendees in bulk.
Track sent emails and check delivery status.