The Send Email action sends an email as part of any automation workflow. Use it for check-in instructions, post-stay follow-ups, internal alerts, or anything else you'd otherwise send by hand.
You need at least one email connection set up before you can use this action.
Open an automation in the workflow builder
Click the + below any node and choose Send Email
Configure the action:
From — pick which connected email account sends the message. The dropdown shows each connection's name and live health indicator.
To — choose a recipient: Guest (the guest tied to this automation), Team Member (a specific user in your org), or Custom (any email address)
Subject — the email subject line, with variables supported
Body — the email content
Format — toggle between plain text and HTML
You can drop guest and reservation data into the subject and body using variables. See Variables for the full list. Quick examples:
{{guest.firstName}} — guest's first name
{{reservation.spaceNumber}} — room or space number
{{reservation.checkInDateTime}} — check-in date and time
{{reservation.checkInUrl}} — link to online check-in for this reservation
Use the fallback syntax to handle missing data: {{guest.firstName|there}} renders the first name if available, or "there" if not.
Every Send Email action has a Send Test Email button. It runs the action with sample data so you can verify the email looks right before activating the workflow.
Emails sent through automations appear inline in the guest's conversation thread, alongside texts, calls, and voicemails. Your team sees every send without leaving the conversation view.
To see whether a specific automated email was sent, delivered, or failed, open the automation's activity and check the action log. Each Send Email step records its outcome (sent, delivered, bounced, failed) along with the recipient and timestamp.
Email status lives on the automation's action log, not on the guest profile — so the activity view of the workflow that sent it is the place to look.
Pair with a condition that checks for email. Before sending an email, add a condition that confirms the guest has an email address on file. Route the false path to a different action (or skip).
Use plain text for one-off automations. HTML is great for branded templates, but plain text emails feel more personal and often have better deliverability for transactional messages.
Watch your rate limit. 100 emails per hour per organization is the cap. High-volume sends should be staggered or coordinated.
Keep subject lines specific. "Welcome to The Timberline" beats "Welcome!" — guests scanning their inbox should know who the email is from at a glance.
