Actions
Automate email notifications triggered by order events, payment milestones, schedules, or manual execution.
Actions automate email communications in your workspace. You define what triggers an email, who receives it, what it says, and what attachments to include. Instead of manually sending confirmation emails or payment reminders, actions handle these communications automatically whenever their conditions are met.
How It Works
Each action is an email template paired with one or more triggers. When a trigger fires — whether from a system event, a schedule, or a manual click — Itsy evaluates any conditions you have set. If the conditions pass, the email is rendered with order data, sent to the configured recipients, and the delivery is tracked through to inbox arrival.
Key Concepts
Action Properties
Each action has these core properties:
| Property | Description |
|---|---|
| Name | Internal name for the action |
| Code | A short identifier code |
| Subject | The email subject line (supports template variables) |
| Sender Name | The display name shown as the email sender |
| Sender Address | The email address it's sent from (defaults to workspace sender if empty) |
| Recipient Type | Who receives the email (see below) |
| CC / BCC | Additional email addresses to copy |
| Content | The email body, built with a rich text editor |
| Attachments | Files to include with the email |
| Active | Whether the action is currently enabled |
Trigger Types
Each action can have multiple triggers. There are three types:
| Type | Description |
|---|---|
| Event | Fires automatically when a specific system event happens (e.g., an order is confirmed or a payment is received) |
| Schedule | Runs on a daily schedule, evaluating all orders against the trigger's conditions |
| Manual | Only fires when you explicitly run it from the order page |
An action can have any combination of triggers — for example, you might have an action that fires both on the "Order Confirmed" event and can also be triggered manually from the order menu.
Available Events
Event triggers respond to 15 different system events:
| Category | Events |
|---|---|
| Order | Order Created Internally, Order Created Externally, Order Confirmed, Order Cancelled |
| Payment | Payment Deposit Reached, Payment Fully Paid, Payment Validated from External Service |
| Invoice | Invoice Created |
| Notification | Notification Delivered, Notification Failed, Notification Bounced, Notification Opened |
| Group | Group Message Created, Group Message Updated |
| Gift Certificate | Gift Certificate Created |
Manual Trigger Placements
When you create a manual trigger, you choose where the trigger button appears in the admin interface:
| Placement | Description |
|---|---|
| Order Item Overview | Appears as a quick action button on the order detail page |
| Order Top Menu | Appears in the top menu of any order page |
| Invoice List Menu | Appears in the invoice list actions menu |
Trigger Conditions
Conditions let you control exactly when a trigger fires. Each condition checks an order property against a value using a comparison operator.
Condition fields:
| Field | Description |
|---|---|
| Order Status | The current status of the order (Draft, Pending, Confirmed, Cancelled) |
| Total Price | The order's total price |
| Total Paid | The amount paid so far |
| Balance | The remaining amount owed (Total Price minus Total Paid) |
| Order Created | Days since the order was created |
| Start Date | Days relative to the trip departure date |
| End Date | Days relative to the trip return date |
| Fully Paid Date | Days since the order was fully paid |
Comparison operators:
| Operator | Description |
|---|---|
| Is equal | Must match exactly |
| Is not equal | Must not match |
| Is larger than | Must exceed the value |
| Is smaller than | Must be less than the value |
For date conditions, the value represents a number of days relative to today. For example, setting "Start Date is equal to -7" matches orders whose trip starts 7 days from now.
All conditions on a trigger must be satisfied for the trigger to fire (they are combined with AND logic).
Email Recipients
| Recipient Type | Description |
|---|---|
| Order Client | The customer who placed the order. For corporate clients, Itsy routes to the appropriate contact based on context (invoice contacts for invoice-related actions, payment contacts for payment actions). |
| Workspace Admin | The workspace's administrator email address |
| Group Contact | The contact person for a group booking (falls back to the order client if none) |
| Custom Email | A specific email address you enter |
You can also add CC and BCC recipients to any action.
Email Content
The email body is built with a rich text editor that supports headings, paragraphs, bold, and italic formatting. You can insert special content blocks that are automatically populated with order data:
| Block | Description |
|---|---|
| Order Code | Displays the order reference number prominently |
| Client Information | Shows the customer's name, email, phone, and address |
| Order Information | Shows trip name, participants, booking date, departure date, total price, balance, and bookings |
| Trip Information | Shows the trip name and departure date |
| Link to Overview | A button linking to the customer's order overview page |
| Link to Payments | A button linking to the customer's payment page |
| Link to Participants | A button linking to the participant information page |
You can also use template variables in both the subject line and body:
| Variable | Replaced With |
|---|---|
{{orderCode}} | The order reference code |
{{workspace}} | The workspace name |
{{group}} | The group name (in subject) |
{{clientName}} | The customer's full name |
{{clientEmail}} | The customer's email address |
{{invoiceNumber}} | The invoice number (when an invoice is attached) |
{{invoiceDate}} | The invoice date |
{{invoiceAmount}} | The invoice amount with currency |
{{invoiceFiscalSequence}} | The invoice fiscal sequence number |
Emails are rendered in the workspace's configured language (English or Icelandic).
Email Attachments
You can attach files to action emails:
| Attachment Type | Description |
|---|---|
| Booking Attachments | Documents attached to individual bookings within the order |
| Order Overview PDF | The order overview document |
| Selected Invoice PDF | The PDF of a specific invoice |
| External Attachments | Files uploaded to the order, bookings, or participants (capped at 20 MB total) |
Managed Actions
Itsy provides pre-built managed actions for essential workspace operations. These handle common scenarios that every workspace needs:
- Order Overview — Sends when orders need their overview document
- Payment Receipt — Sends after payment validation
- Payment Reminder — Runs on a daily schedule, sending reminders to customers with outstanding balances
- Supplier Report — Delivers supplier reports
Managed actions differ from regular actions in important ways:
- You cannot delete them
- You cannot change the name, code, recipient type, or attachments
- You can customize the email subject, body, sender details, CC/BCC, and active status
Action Templates
When creating a new action, you can start from a pre-built template instead of building from scratch:
| Template | What It Sets Up |
|---|---|
| Blank | An empty action with no pre-configured triggers |
| Order Confirmation | Pre-configured with triggers for both internal and external order creation events |
| Payment Confirmation | Pre-configured with a trigger for payment validation events |
| Payment Reminder | Pre-configured with a daily schedule trigger and conditions for orders with outstanding balance that aren't draft or cancelled |
Templates save time by setting up the trigger, conditions, and a starting email template automatically.
Delivery Tracking
After an action sends an email, Itsy tracks its journey through the email delivery system:
| Status | Description |
|---|---|
| Submitted | The email has been sent to the delivery provider |
| Delivered | The email reached the recipient's inbox |
| Bounced | The email failed to deliver (invalid address, full inbox, etc.) |
| Error | The email could not be sent at all |
| Opened | The recipient opened the email (tracked when possible) |
Each delivery records the sender address, recipient address, timestamps, and any error details. The delivery is also logged on the order's timeline for audit purposes.
Deliveries Report
The deliveries report gives you a workspace-wide view of all email deliveries across all actions. You can filter by:
- Specific actions — View deliveries for one or more actions
- Date range — Filter to a specific time period
The report shows up to 1,000 delivery records, sorted by most recent first.
Common Tasks
Creating a New Action
- Navigate to the Actions section
- Click Add
- Choose a template (Blank, Order Confirmation, Payment Confirmation, or Payment Reminder)
- Enter the action name and code
- Configure the email subject, sender, and recipient
- Build the email content using the rich text editor
- Select any attachments to include
- Add triggers to control when the action fires
- Activate the action
Adding Triggers to an Action
- Open an action and go to the Triggers tab
- Enable the trigger type you want:
- For Manual, choose where the button appears (Order Item Overview, Order Top Menu, or Invoice List Menu)
- For Schedule, the action runs daily at 02:00
- For Event, select the specific event to listen for
- Optionally add conditions to filter when the trigger fires
- Save your changes
Setting Up Payment Reminders
- Create an action using the Payment Reminder template
- The template automatically sets up:
- A daily schedule trigger
- Conditions: balance is larger than 0, status is not Draft, status is not Cancelled
- Customize the email subject and body
- Set the recipient to Order Client
- Activate the action
Running a Manual Action
- Open an order
- Depending on the manual trigger's placement, find the action button in:
- The quick actions on the order overview
- The top menu of the order page
- The invoice list actions menu
- Click the action to send the email immediately
Reviewing Delivery History
- To see deliveries for a specific action: open the action and go to the Deliveries tab
- To see all deliveries across your workspace: go to the Deliveries report under Actions
- Filter by action or date range as needed
- Click on a delivery to see its full event log (submitted, delivered, opened, bounced)
Customizing a Managed Action
- Go to Settings and find Managed Emails
- Select the managed action to customize (Order Overview, Payment Reminder, Payment Receipt, or Supplier Report)
- Edit the email subject and body
- Update sender details and CC/BCC if needed
- Save your changes
How It Connects
- Orders — Most action triggers are based on order events. Deliveries are logged on the order timeline and can be viewed per client.
- Groups — Group message events can trigger notifications. The Group Contact recipient type sends to the group's contact person.
- Gift Certificates — Gift certificate creation can trigger delivery emails.
- Clients — Corporate clients can have contacts with specific notification preferences (invoices, payment receipts, order confirmations), and actions route emails to the appropriate contacts automatically.