Templates
Customize the pre-built managed action templates that handle common communications like order overviews, payment receipts, and supplier reports.
Itsy includes a set of managed action templates that handle essential communications every travel agency needs. You find them under Actions > Templates. Each template corresponds to a managed action that fires automatically at the right moment -- your job is to customize the email content so it matches your brand and tone.
How Templates Work
Templates are managed actions with locked structure but editable content. Itsy controls when and how they fire (the triggers, recipients, and attachments), while you control what the customer reads (the subject line, email body, and sender details).
What you can change
- Email subject line (supports template variables)
- Email body (rich text with content blocks and information blocks)
- Sender name and sender address
- CC and BCC addresses
- Whether the workspace logo appears in the header
- Whether the action is active or paused
What is locked
- Action name, code, and color
- Recipient type
- Attachments
- Trigger configuration
- Segment restrictions
Available Templates
Order Overview
Sends the order summary document to the customer when an order is created through the customer portal. Use this to confirm the booking and provide the customer with their order details.
The email body supports all standard order template variables such as {{orderCode}}, {{clientName}}, and {{tripName}}.
Payment Reminder
Runs on a daily schedule, automatically sending reminders to customers with outstanding balances. The action checks all active orders and sends only to those that have not yet been fully paid.
Customize the subject and body to set the right tone for your reminders. The email body supports all standard order and client variables.
Payment Receipt
Sends after a payment is confirmed for an order. Use this to acknowledge the customer's payment and provide a record.
In addition to standard order variables, you can use payment-specific variables: {{paymentAmount}}, {{paymentMethod}}, {{paymentDate}}, {{paymentMaskedCard}}, and {{paymentReference}}.
Supplier Report
Sends supplier activity reports via email with the CSV report attached automatically. The template targets suppliers, not customers.
Available template variables specific to this template:
| Variable | Replaced With |
|---|---|
{{supplierName}} | Name of the supplier |
{{startDate}} | Report period start date |
{{endDate}} | Report period end date |
{{rowCount}} | Number of rows in the report |
{{workspaceName}} | Your workspace name |
Gift Certificate Purchase
Sends the certificate PDF to the purchaser after a gift certificate is activated. This confirmation email assures the buyer that their purchase succeeded and delivers the certificate.
Available template variables specific to this template:
| Variable | Replaced With |
|---|---|
{{purchaserName}} | Name of the person who bought the certificate |
{{recipientName}} | Name of the gift recipient |
{{amount}} | Certificate value |
{{currency}} | Currency code |
{{code}} | Certificate code |
{{workspace}} | Your workspace name |
{{managementUrl}} | Link to manage the certificate |
Trip Email
Serves as the default template when composing a trip email. Unlike fully automatic templates, the trip email is a starting point -- you can customize the subject and body each time before sending.
Available template variables specific to this template:
| Variable | Replaced With |
|---|---|
{{recipientName}} | Name of the recipient |
{{tripName}} | Trip name |
{{tripCode}} | Trip reference code |
{{tripDepartureDate}} | Departure date |
{{workspace}} | Your workspace name |
Document Delivery
A general-purpose template for the "Send documents" action on an order. When an operator sends documents, this template provides the default subject and body. The operator can still tailor the content and select which documents to attach for each delivery.
The email body supports all standard order and client template variables.
Customizing a Template
- Navigate to Actions > Templates
- Select the template you want to customize using the tabs at the top
- Read the guidance note at the top of each template page -- it explains what the template does and which variables are available
- Edit the subject line. Use template variables to personalize it (for example, "Your booking
{{orderCode}}is confirmed"). - Edit the email body using the rich text editor. Insert information blocks for structured data and use template variables for inline personalization.
- Click Save
Your changes take effect immediately for all future deliveries. Messages that have already been sent are not affected.
Tips
- Keep the subject line short and specific. Include one identifying variable like
{{orderCode}}or{{tripName}}so the customer can find the email later. - Use the Balance Due block in payment reminders so customers see a direct link to pay.
- Insert your workspace logo if you want brand-consistent emails without HTML editing.
- Pause a template (toggle it inactive) if you want to temporarily stop that type of communication without losing your customizations.
How It Connects
- Actions overview -- Full reference for the template variable system and content blocks.
- Editing an Action -- The editing interface used for both custom actions and managed templates.
- Content Blocks -- Reusable text fragments you can insert into any template body.
- Settings > Managed Emails -- An alternate path to the same managed action editors, accessed from the Settings section.