Before reading this article, we recommend familiarizing yourself with the Template Builder. You can do this by reading the following article: https://support.ciirus.com/hc/en-us/articles/20776126000411-Using-the-Template-Builder
To create and set up an automation rule for a balance due reminder, follow these three steps:
Create the template and populate all applicable versions (email, SMS, and Airbnb).
Create the automation rule with the criteria of when to send the balance due reminder
Activate the rule to start sending guests their confirmations.
Create or edit the template
To create or edit the balance due reminder template, go to:
Communications
Template Builder
To create a brand new balance due reminder, click the "New Template" button.
To edit an existing balance due reminder, click the "Edit" icon next to the template.
If you're creating a new template for an automated message, be sure to specify the category as "Automation Template" so that the system can automatically send it once you create the rules. Misconfiguring this categorization can result in failure to send emails automatically, causing delays in communication with clients.
Set up the automation rule
To set up a new automation rule, go to:
Communications > Automation Rules.
Click the "Add+" icon above the grid.
Type an internal name for the rule.
Specify "Reservation Lifecycle" as the type.
Click the "Save" icon.
Edit the rule
To edit the rule and configure the criteria, click the "Edit" icon next to the rule that you want to edit.
To set up a balance due reminder automation rule, specify the following details for each step:
Step 1: What do you want to send
Choose the delivery type (email or SMS)
Select the "balance due reminder" template.
Step 2: Who will receive the message
Specify the recipient as the guest.
Step 3: When do you want it to be sent
Enter the number of days before the balance due date you want it to send.
Leave the resend frequency set to "Only send when conditions are met."
Step 4: Only send if these conditions are met
Specify any other criteria you want to apply, such as reservation source, unit, or other conditions. For a balance due reminder, disable any reservation sources that are the merchant of record such as Airbnb, since you don't have to worry about collecting payment for these ones.
Change the apply rule to "Reservations Only," as a balance due reminder doesn't apply to quotes.
Change the payment status must be to "Payment Outstanding."
Activate the rule
To start sending the balance due reminder, simply check the "Activate" checkbox and click the "Save" button. Blast off!
Troubleshooting Issues with Balance Due Email Templates
Ensuring that balance due email templates are sent successfully requires a clear understanding of automation rules and notification setups within CiiRUS. Often, emails may fail to send due to misconfigured rules or template errors.
Overview of Common Causes
1. Automation Rule Timing
One common reason why emails are not triggered involves the timing of automation rules. For example, if the automation rule is set to trigger after the balance is due but payment is made after that timeframe, the system may not send the email.
Solution: Adjust the timing of the rule to align with typical payment behaviors. This step ensures that emails are sent as expected, even if payments are slightly delayed.
2. Template and Rule Setup
Another potential issue is how the balance due templates and rules are configured:
Template Setup: Ensure the balance due reminder is categorized as an Automation Template.
Automation Rule Criteria: Verify that the automation rule specifies the correct delivery type and recipient.
If automation rules are not accurately configured, emails may either fail to send or reach unintended parties.
Solution: Review these settings carefully and, if needed, create separate templates tailored for different scenarios.
Recommended Steps to Resolve Issues
Double-check the balance due template configuration to confirm that it qualifies as an automation template.
Verify the timing for automation rules to ensure triggering covers all payment scenarios.
Test sending the email to yourself or colleagues to ensure everything works as expected before enabling it for clients.
If issues persist, escalate to CiiRUS technical support for further investigation.
