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Custom Communications Setup

  • Updated

TRYTN makes it simple to create custom, automated email and SMS (text message) templates that you can assign to shop products and send to your customers before or after purchase. 

This article covers the following topics:

Related Articles:

Create a New Email Template

To start a new email template, navigate to Settings > Custom Communications > Email Templates - Create (shown below).

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From this screen, you will enter the following information:

STEP 1: Translate Your Email Template

To translate your email into another language, simply select your language setting using the Select Language dropdown menu. This function will translate your email into the language you choose. If a customer buys a product from you in a language that you do not currently have translated, they will receive the English version of the email. 

STEP 2: Create a Subject Line

Enter a Subject for your email message. The subject line is restricted to 255 characters and can only be static text.

STEP 3: Determine Template Type

Select the type of email you are creating using the Email Template Type dropdown menu. The available options for email types include:

      • Post-Purchase - This message type will send out X days after a customer has completed a purchase.
      • Pre-Activity - This message type will send out X days before a customer attends a purchased activity.
      • Post-Activity - This message type will send out X days after a customer has completed a purchased activity.
      • User Driven - This message type allows you to store canned responses to be sent at a later date. An example of this would be an event cancellation due to weather. This message type does not include scheduled sending and must be applied manually to products when the email becomes necessary.

STEP 4: Decide When Your Email Will Be Sent

Determine when your email should be sent using the dropdown menu titled How many days before/after do you want this email to be sent? Your response will be dependent on the email type you selected on Step 4 (i.e., A pre-activity email will be sent this number of days prior to the activity date and a post-activity or post-purchase email will be sent this number of days after the activity or purchase).

Note: This field is only visible for pre-activity, post-activity, or post-purchase email types. 

STEP 5: Add Your Template to All New Products (Default), If Preferred

To add your email template to all new products that are created, indicate this preference by checking the box next to the Included on new products by default? option.

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STEP 6: Enter Your Email Message

Create your Email Message, or message body. You have the ability to format and align text using the WYSIWYG editor. This will also allow you to add ordered and unordered lists. If you have additional formatting needs, please open a support ticket for evaluation.

Adding Variables

To the right of the email message field is a list of variables that can be used in the email body.

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Simply copy and paste the entire variable field name into the email message field where you wish to include that piece of dynamic data.  When the user receives this email, the field name will appear as the given data. If you want to start your email by greeting the specific customer, you might enter "Hello [BUYER_NAME]," for example.

Adding Images

If you'd like, you also have the ability to add images to your email. To learn how click here.

STEP 7: Save Your Email Template

Once your email template is completed, select Save Changes and the email will be saved. After your email template is saved, be sure to assign the email template to products.

Add an Image to an Email Template

There are 2 options for adding an image to email templates:

OPTION 1: Select an Image from your Image List

Whether you are creating a new email template or editing an existing template, you will add the image to the Email Message field using the Image Icon (shown below).

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When clicked, you will see the following:

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From here, click the down-pointing arrow under Source to select the image you'd like to add from your image list. (Note: If you have not yet added the image you want to include, see the Image Gallery article for instructions, if needed.) The other fields will be filled in automatically. 

Click Save and your image will be added to the email. You can drag the corners of the image to resize as you wish.

OPTION 2: Add Link Source

You can also add an image using Imgur.com by following the steps below:

STEP 1: Upload Your Image to Imgur

Sign Up or Sign In to an existing Imgur account. From here, click on your account name in the upper-right corner and select Images > Browse (to select image) > Continue.

Then, click on your image and Copy the Direct Link.

Once you have your link, follow the steps from Option 1 above, and paste your link into the Source field as shown in the example below (rather than choosing an existing picture from your Image List).

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Click Save and your image will be added to the email. You can drag the corners of the image to resize as you wish.

Test an Email Template 

  • To preview an email template you have created, navigate to Settings > Custom Communications to find a list of all your active email templates.
  • Locate the email you want to test and click the Actions dropdown for that email, followed by Send Test Email.
  • Within a few moments, a copy of the email will be sent to the email address attached to your TRYTN account.

Assign Email Templates to Products 

In order to assign custom email templates to products, you must first create at least one email template. Once that is complete, navigate to Settings > Custom Communications > Assign. 

You will see a list of all active products that have been created in the system for your shop. 

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From here, you'll need to select the desired email(s) the system should send for each product. To do this, locate a product and click the field under Email Templates to see a list of all active email templates. Click on a template title to add the template to your product. Repeat this for all applicable email messages.

Note:

  • If multiple products assigned with the same email template are purchased, the email will only be sent out once.
  • Only those email types tagged as Post-Purchase will show all your available products.
  • All Pre-Activity and Post-Activity email types can only be assigned to scheduled activities.

When finished, select Save Changes. All existing and new reservations that fall within the criteria on the email template settings will start receiving emailed messages based on your product assignments. 

*Please note that if a Trip Advisor/Viator booking includes an email address, and the shop has templates attached to the product purchased, those communications will be sent to that buyer. 

 

Edit, Archive, Restore or Delete an Email Template

To make changes to an existing email template, navigate to that template via Settings > Custom Communications. 

You will see your full list of active email templates. Locate your email from the list and find the associated Actions dropdown. From here:

  • To Edit: Click the Edit link and continue to make changes.
  • To Archive: Click the Archive link and the email will no longer be active.
  • To Restore: Archived emails can easily be restored by clicking Actions > Restore.
  • To Delete: Click the Archive link to archive the email and then click Actions once more to find the Delete option. Note: Once deleted, the email cannot be restored.

Create a New SMS Template

SMS refers to text messages you can send to your customers.

To start a new SMS template, navigate to Settings > Custom Communications > SMS Templates - Create (shown below).

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From this screen, you will enter the following information:

STEP 1: Translate Your SMS Template

To translate your text message into another language, simply select your language setting using the Select Language dropdown menu. This function will translate your text message into the language you choose. If a customer buys a product from you in a language that you do not currently have translated, they will receive the English version of the text message. 

STEP 2: Create a Title

Enter a Title for your text message. The title is only seen by internal account users, as it is used to identify the purpose of the text for editing or product assignments only. The title is not sent to users who receive your SMS.

STEP 3: Determine Template Type

Select the type of text message you are creating using the SMS Template Type dropdown menu. The available options for SMS types include:

      • Post-Purchase - This message type will be texted X days after a customer has completed a purchase.
      • Pre-Activity - This message type will be texted X days before a customer attends a purchased activity.
      • Post-Activity - This message type will be texted X days after a customer has completed a purchased activity.
      • User Driven - This message type allows you to store canned responses to be sent at a later date. An example of this would be an event cancellation due to weather. This message type does not include scheduled sending and must be applied manually to products when the text message becomes necessary.

STEP 4: Decide When Your Text Will Be Sent

Determine when your SMS should be sent using the dropdown menu titled How many days before/after do you want this message to be sent? Your response will be dependent on the SMS template type you selected on Step 4 (i.e., A pre-activity text will be sent this number of days prior to the activity date and a post-activity or post-purchase text will be sent this number of days after the activity or purchase).

Note: This field is only visible for pre-activity, post-activity, or post-purchase text message types. 

STEP 5: Add Your Template to All New Products (Default), If Preferred

To add your SMS template to all new products that are created, indicate this preference by checking the box next to the Included on new products by default? option.

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STEP 6: Enter Your SMS Message

Create the copy for your text in the Message field. We recommend keeping your messages to 320 characters or less ensure the best deliverability and user experience. When more than 320 characters are included, the message will still be sent, but it will be split up into multiple messages. 

NOTE: Text messages that are sent via TRYTN do not support responses. If a customer tries to respond to a text message you send, they will receive a generic message with an option to unsubscribe. If a customer is required to take action after receiving a text message you send, be sure to add the preferred means of contact to your message body.

Adding Variables

To the right of the SMS message field is a list of variables that can be used in the text message.

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Simply copy and paste the entire variable field name into the message field where you wish to include that piece of dynamic data.  When the user receives this text, the field name will appear as the given data. If you want to start your text by greeting the specific customer, you might enter "Hello [BUYER_NAME]," for example.

STEP 7: Save Your SMS Template

Once your SMS template is completed, select Save Changes to retain your text. After your SMS template is saved, be sure to assign your template to products.

 

Send a Test SMS Message

  • To preview an SMS template you have created, navigate to Settings > Custom Communications and click on the tab labeled SMS Templates to find a list of all your active text message templates.

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  • Locate the title for the text message you want to test and click the Actions dropdown for that text message, followed by Send Test SMS.
  • Within a few moments, the text will be sent to the phone number attached to your TRYTN account.

Assign SMS Templates to Products

In order to assign custom SMS templates to your shop products, you must first create at least one SMS template. Once that is complete, navigate to Settings > Custom Communications > Assign. 

You will see a list of all active products that have been created in the system for your shop. 

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From here, you'll need to select the desired SMS message(s) the system should send for each product. To do this, locate a product and click the field under SMS Templates to see a list of all active SMS templates. Click on a template title to add the template to your product. Repeat this for all applicable SMS messages.

Note:

  • If multiple products assigned with the same SMS template are purchased, the text message will only be sent out once.
  • Only those SMS types tagged as Post-Purchase will show all your available products.
  • All Pre-Activity and Post-Activity SMS types can only be assigned to scheduled activities.

When finished, select Save Changes. All existing and new reservations that fall within the criteria on the SMS template settings will start receiving text messages based on your product assignments. 

Edit, Archive, Restore or Delete an SMS Template

To make changes to an existing SMS template, navigate to that template via Settings > Custom Communications and click on the tab labeled SMS Templates.

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You will see your full list of active SMS templates. Locate your text message title from the list and find the associated Actions dropdown. From here:

  • To Edit: Click the Edit link and continue to make changes.
  • To Archive: Click the Archive link and the text message will no longer be active.
  • To Restore: Archived SMS messages can easily be restored by clicking Actions > Restore.
  • To Delete: Click the Archive link to archive the text message and then click Actions once more to find the Delete option. Note: Once deleted, the SMS template cannot be restored.

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