Editing an Action

When you open an action from the actions list, you see a detail view with four tabs: Overview, Content, Triggers, and Deliveries. Each tab controls a different aspect of the action. Changes on each tab are saved independently -- you can update the content without affecting the triggers, and vice versa.

Overview Tab

The Overview tab holds the action's identity and delivery settings. This is where you configure who receives the email (or which URL receives the webhook) and how the message appears.

Email actions

Webhook actions

Content Tab

The Content tab is where you design the email body. It is only available for email actions (webhook actions have no content to compose).

You build the email using a rich text editor that supports:

• Headings, paragraphs, bold, and italic formatting
• Content blocks -- reusable text fragments maintained under Content Blocks. Insert one from the editor toolbar and it resolves to its current content at send time.
• Information blocks -- dynamic blocks that populate with order data. Use the "Insert Block" dropdown to add them (Order Code, Client Information, Order Information, Trip Information, Flight Bookings, Invoice Summary, Payment Summary, Balance Due, Link to Overview, Link to Payments, Link to Participants, or Custom Message).

Below the editor, an expandable Available inline placeholders panel lists every template variable you can type into the body or subject line. The panel groups variables by category (Order, Client, Workspace & sender, Invoice, Payment) and shows which ones require a specific context -- for example, invoice variables only resolve when the delivery is triggered by an invoice event. See Template Variables for the full list.

Previewing your email

Click the Preview button below the editor to see how the email will look for a real order. A panel opens where you select an order, and Itsy renders the email with that order's data -- subject line, sender and recipient addresses, and the full body with all template variables, content blocks, and information blocks resolved. The preview uses your current edits even before you save, so you can experiment with content changes and see the result immediately.

Tips for composing content

• Start with an information block like Order Information or Trip Information so the customer immediately sees their booking details.
• Use the Balance Due block when you want to include a "Pay Now" button linking to the customer's payment page.
• Use the Custom Message block if you want operators to add a personal note when triggering the action manually. For automatic deliveries the block renders empty.
• Insert a reusable content block for standard footer text, terms, or contact details so you only maintain it in one place.

Triggers Tab

The Triggers tab controls when the action fires. You can enable any combination of three trigger types on a single action.

Event triggers

Select one or more system events that cause the action to fire automatically. Events cover the order lifecycle (created, confirmed, cancelled, completed, locked), payments (deposit reached, fully paid, validated), invoices, notifications, groups, and gift certificates.

Schedule triggers

Enable a daily schedule trigger and the action runs every day at 02:00, evaluating all orders against the conditions you set. This is how payment reminders work -- the schedule checks every order for outstanding balances.

Sending a reminder on several days

A date condition can list several days, so one action covers a whole reminder schedule. For example, these conditions send a payment reminder 56, 49, 42, 35, 28, 25 and 20 days before each order has to be fully paid:

Type each day and press Enter, or paste the whole list at once. The days are kept in date order, and the condition reads back as "56, 49, 42, 35, 28, 25, 20 days before Order Fully Paid Date". To limit the reminders to one customer segment, set Segments on the Overview tab.

Each night, an order matches when it is exactly one of the listed days away from its date. Every reminder uses the same email template and the same conditions, so a change you make applies to every day in the schedule. An order stops getting reminders as soon as it no longer meets the other conditions -- for example, once it is paid in full, cancelled or given the opt-out label.

Days are never sent late. An order created 40 days before its fully paid date gets nothing for 56, 49 and 42; its first reminder goes out at 35. If a nightly run fails, that night's reminders are skipped and each order picks up at its next listed day.

One condition is either before or after its date. Reminders after the date has passed usually need different wording, so set them up as a separate action with "after" and its own template.

Manual triggers

Manual triggers decide where an operator can send the action from on an order.

For an email action, the section is called Send manually from. Every entry point opens the same send panel, and the panel lists only the actions offered at the entry point it was opened from. Each entry point has one setting:

• Off -- the action is not offered there
• Available -- the action is listed in the send panel there, for an operator to pick
• Default -- the send panel opens with the action. Without a default, it opens with that entry point's managed template

The entry points are:

• Order header -- the Send documents button and menu entry at the top of an order
• Invoice list -- Send in an invoice's menu
• Payment reminder -- sending a payment reminder from the order
• Payment receipt -- sending a receipt from a payment

See Manual Trigger Placements for which default wins when there is more than one.

For any other action, such as a webhook, Show in Orders top menu adds an entry to the order's top menu that runs it.

Conditions

Each trigger type can have conditions that filter when it fires. Conditions check order properties (status, total price, balance, dates) against a value using a comparison operator. All conditions on a trigger must pass for it to fire.

Scheduled triggers and event triggers each have a Preview button next to their conditions. Clicking it opens a panel that runs the conditions against the current orders in your workspace so you can verify that your conditions produce the expected results. See Condition Preview for details on how each trigger type's preview works.

For details on available condition fields and operators, see the Trigger Conditions reference.

Deliveries Tab

The Deliveries tab shows the send history for this specific action. Each row displays:

Click View Details on any row to open a panel with the full delivery record: sender, recipient, submission time, delivery time, bounce time, error message, attempt count, next retry time (for webhooks), and the complete event log showing each status change.

For email deliveries, an envelope icon on the row lets you view the Sent Copy -- the archived email exactly as the recipient saw it, with all template variables and content blocks resolved.

For a workspace-wide view of all deliveries across every action, use the Deliveries report.

How It Connects

• Actions overview -- Full reference for action types, triggers, conditions, recipients, and template variables.
• Content Blocks -- Create and manage reusable text fragments inserted from the Content tab.
• Templates -- Customize the managed action templates that handle common scenarios automatically.
• Deliveries -- Workspace-wide delivery report with filters and saved views.