Set Up and Configure Automated Emails

Last Updated: May 11, 2026

Link to Feature: https://app.fireflyreservations.com/EmailTemplates

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Overview

System Default Automated Email Templates

Editing Automated Emails

• Enable/Disable Automated Emails
• Choose When Emails Send
• Customize Automated Emails

Send a Test Email

Overview

At Firefly, we are big fans of consistent guest communication and staff efficiency. Automated emails satisfy both, allowing you get to keep in contact with your guests without needing to remember each message or take the time to send it. Whether you're reminding a guest about an upcoming payment or requesting feedback as you thank them for visiting your property, guests greatly appreciate hearing from you. Manually handling guest communications, however, can take a significant amount of time and effort to keep up with.

This is where Firefly steps in. With automated emails, the system takes the communication task off your plate. Giving you back more time and more peace of mind knowing your guests are receiving the information they need and the care you want to provide, from the time of booking all the way through their departure follow-up.

System Default Automated Email Templates

The following templates send automatically and may not be disabled as they are triggered by system activity. 

• New Reservation - Sent to guest as confirmation of reservation once booking is completed
• New Reservation Admin Notification - Sent to admin users to alert of a new reservation
• New Waitlist Admin Notification - Sent to Admin users when guest has joined the waitlist

The following templates send through manual activity in the system. 

• New Invoice - Sent to guest through the "Send Email" option on a reservation invoice
• Group Hold Notification - Sent to guest using the Option's dropdown in a group hold's settings
• Waitlist Availability Notification -  Sent to guest from a waitlist entry's Options dropdown

The following templates may be enabled to send automatically through system automations or may be disabled to only send through manual email communication.

• New Charge Notification - Sent to guest when a new charge is available
• Overdue Charge Notification - Sent to guest when a charge is overdue
• Expiring Credit Card - Sent to guest when their credit card on file is about to expire
• Payment Failure - Sent to guest when a scheduled payment has permanently failed
• Payment Pending - Sent to guest when a bank transfer payment has been attempted
• Payment Refund - Sent to guest after a payment has been refunded
• Payment Retry Notification - Sent to guest when a scheduled payment has failed but will be retried
• Payment Success - Payment receipt sent to guest after a successful payment
• Upcoming Payment Notification - Sent to guest to notify of an upcoming scheduled payment
• New Past Reservation - Sent to guest who pays for a past stay from the kiosk
• Reservation Canceled - Sent to guest when a reservation is canceled
• Reservation Follow Up - Sent to guest the day after departure
• Reservation Policies - Sent to guest alongside the New Reservation email if reservation is booked through staff using the front desk
• Upcoming Reservation - Sent to guest right before they begin their stay

The following email templates may also be enabled or disabled from system automations, but also include the option for customized timing of when the emails send. By default these are not turned on, you can update the content and enable the emails to send:

• Reservation Post Stay 1 - Sent to guest after their departure date
• Reservation Post Stay 2 - Sent to guest after their departure date
• Reservation Pre-Arrival 1 - Sent to guest before their reservation arrival date
• Reservation Pre-Arrival 2 - Sent to guest before their reservation arrival date

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Editing System Default Emails

Enable or Disable Emails from Sending

To enable or disable an email from system automations: 

1. On the main menu, click Settings > select Email templates
2. Click on the Email you wish to turn on or off.
3. In the top right corner, check or uncheck the "sending" box

Choosing When Email Templates Send 

The following emails in Firefly can have adjusted dates around when they send to your guests! At the top of the email template's settings page, you will see an option to adjust the sending at the top of each template as shown in the image below:

• Overdue Charge Notification
• Reservation Post Stay 1 
• Reservation Post Stay 2 
• Reservation Pre-Arrival 1 
• Reservation Pre-Arrival 2 
• Upcoming Reservation

Customizing Emails

Email templates can be completely customized

The contents of all emails can be customized. Both the subject and the body of the email can be edited and can include placeholder variables that will be custom to the reservation. The text editor gives you full control of the contents as well as the style and layout of the email contents. All emails will be professionally styled and will include the logo of your property.

Example of an email with the property logo

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Send A Test Email

You may send a test email to any email address you desire to test email templates and Firefly's email feature. Test emails allow you to personally check the look and feel of an email in your inbox, confirm the function of a template's placeholders, or even send an email to a potential guest not yet in the system. Test emails may be sent through the Email Guests feature or from a reservation's Guest tab.

To send a test email from the main menu:

1. Go to Guests > Email Guests.
2. Select a recipient. This is a required step in the email process, even when not using placeholders. The guest will not receive the email as long as you follow the instructions below.
3. Select an email template or manually create a message.
4. Scroll to the bottom of the page, click "Send test email."

    

5. Enter the desired email address and click Send.

To send a test email from a reservation:

1. Go to a reservation's Guest tab and select "email guest". If you do not see the "email guest" option, the guest does not have an email address on file.
2. Select an email template or manually create a message.
3. Scroll to the bottom of the page, click "Send test email."
4. Enter the desired email address and click Send.

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🙋‍♀️ Still need help? Email: support@fireflyreservations.com and one of our technicians can help answer your questions.

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