This article covers the timeline of all texts and emails sent to you, your customers, and your guides during the booking process — so you know what to expect and can answer customer questions confidently.
Brand Color Emails: Origin can send all customer-facing emails in your brand colors. You can configure this in your company settings. This applies globally to all confirmation, reminder, and review request emails.
Notifications Your Customers Receive
Upon Booking
Confirmation Email and Text
Text Example:
Your customer will receive a confirmation email with the booking name, date, receipt, a waiver link (if applicable), and an .ICS file to add to their personal calendar. The confirmation email can be customized globally or customized per listing.
Note: After every client signs their waiver, they'll receive an email with a link to their signed waiver and a modified version of the confirmation email.
72 Hours Before Trip
If you use Origin's built-in waiver system, an email and text are automatically sent 72 hours before the trip reminding the booker that all participants must complete their waivers.
24 Hours Before Trip
A reminder email and text are automatically sent 24 hours before the trip with the booking name and date. You can also configure an additional pre-trip reminder email at any interval you choose (e.g. 50 days or 15 days before).
Immediately After the Trip's End Time
An email and text are sent asking customers to review your company, with a direct link to the booking. This can also be customized. Note: everyone (non-minors) who signed a waiver will receive a review request.
One Week Post-Trip
If customers haven't left a review, a follow-up reminder email and text are sent (same content as the original review request).
When Changes Are Made to a Booking
A customer notification is automatically sent when:
The trip meetup location changes
The remaining balance amount changes
The start time or date changes
When a Booking Is Cancelled
Important: Origin does not automatically send a cancellation notification to the customer when an admin cancels a booking. If you cancel a trip, you will need to reach out to the customer directly to let them know. Refunds can be issued through Stripe from the booking page in Origin.
Notifications You (The Admin) Receive
Upon Booking
When a trip is booked, you'll receive an email with a summary of the booking: time, date, trip name, and payment amount.
Ongoing Notifications
You will receive:
An email when a remaining balance charge succeeds or fails to collect.
An in-app notification for any unsigned waivers.
Notifications Your Guides Receive
Upon Booking (Assignment)
Email Example:
Text Example:
When a guide is assigned to a newly-booked trip, they'll automatically receive an email and text with the booking details and an .ICS calendar file.
24 Hours Before Trip
Guides receive a text 24 hours before a trip notifying them of any unsigned waivers from participants.
Post-Trip
If you use Origin's Post-Trip Reports tool, guides will receive an email and text requesting them to complete their post-trip report.
When Changes Are Made
Email Example:
Text Example:
Guides are automatically emailed and texted when they are removed from a trip.