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Last Updated: June 30, 2026
Link to Feature: https://app.fireflyreservations.com/EmailTemplates (or click here)
Quick Links
Overview
For all emails sent to your guests, you can customize the contents of every one. Email templates allow you to send a message to guests when they make a successful reservation, before their arrival, after their departure, when they have a new charge, with every payment or refund, when their credit card is expiring soon, and more. One of the best aspects of this feature is the options for automations so your guests have the information they need at exactly the right time, even if you're occupied with another guest or on vacation miles away.
Go to Settings > Email Templates to view all available email templates, both system default templates and your manually created, custom email templates. And keep reading to learn all about customizing Firefly's default system tempaltes.
Click on an email template to customize it.
Customize The Content
When you click on an email template, the email template editor is displayed. You have several options to manage the content of your email template
. 
The template editor functions very similarly to a word processing program. The toolbar and content style buttons, pictured below, offer full control over the look and feel of your email.
You can set fonts, font sizes, text color, background color, set text to bold or italics, underline, and much more. As seen in the New Charge Notification email shown above, tables can be inserted into the email as well.
Personalize with Placeholders
Placeholders allow you to automatically insert personalized details specific to each individual while keeping the core message of the email the same. In an email template, all available placeholders are listed at the top. To enter a placeholder into the email's subject or body, just place your cursor in the location you want the placeholder inserted and click on the desired placeholder.
The placeholder will show in the email template with two brackets on each side. Using the template below as an example, 
will be replaced with the guest's first name when the email is actually sent.
Insert placeholders for dynamic, truly personalized contentReturn to Quick Links
Insert Images
To add images to your email templates, click on the Insert dropdown then click on Image.
When the Insert/Edit Image pop-up opens, select Upload to browse your device's storage or drag and drop your desired image. Click Save to include the image in your template.
NOTE: Maximum file size for an image is 5MB.
Link Documents
Since many email providers filter or flag emails because of attachments, Firefly allows you to include these documents as a link in the email message. Here's how to add documents into your email templates:
1. Prepare your email template to include file link. Go to Settings > Email Templates > click on a template to open it > set up your message to introduce or include the document link.
2. On the a test reservation or park staff member's reservation, go to the Attachment tab. Drag and drop a file to upload the desired document. (Reach out to Support if you need more information about a test reservation.)
3. Once the file is uploaded, click the 3 dots then click View. The item will open in a new tab.
4. Once opened, right-click on the photo or document and select Copy image address.
5. Go back your email template (Settings > Email templates) and open the template's editor. Click on Insert then click Link.
Complete the Inset/Edit Link setup: Paste the URL into the top line. Enter the display text, this is the line highlighted below and what your guests will click on to view the document. Enter the title of the document and select where the link should open. Click Save.
6. Mission accomplished! Your document is embedded in your email template and displaying as a hyperlink, as seen below.
To Send or Not Send
Many system email templates offer the option to be sent automatically. These automations help your staff by increasing productivity while decreasing workload. If an email's automation may be enabled or disabled, you will see a checkbox next to the word Sending in the template's editor. This is in the upper right corner, just under the template title.
Email templates with the automation option are enabled for Sending by default. This can easily be changed if you uncheck the template's Sending checkbox to exclude it from automated processes. If a template's automation is disabled, you can still send it manually from the guest's reservation on Guest tab or by going to Guests > Email Guests.
TIP: Here are a couple additional articles to help you manage and track guest emails:
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Set Up and Configure Automated Emails shares detailed information and instructions for Firefly's auto-emails.
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View a Reservation's History shares information on tracking your reservation related email communications.
That is it! 🎉
With Firefly's easy email template editor, your guests will soon receive emails with your personal touch.