Managed Emails
Customize the pre-built email templates for order confirmations, payment receipts, payment reminders, and supplier reports.
Managed emails are pre-configured templates for essential workspace communications. Unlike actions you build from scratch, managed emails have fixed triggers and recipients — you customize the content, subject line, and sender details.
How It Works
Each managed email is tied to system events and cannot be deleted or reconfigured. You control what the email says and who it copies, but not when it fires or who receives it. Critical communications stay reliable; you control branding and messaging.
Available Templates
Order Overview
Sends an order summary to the customer.
When it triggers:
- Automatically when an order is created (internally or from the customer portal)
- Manually from the order overview page or top menu
Recipient: The order client
You can customize:
- Subject line
- Body content (with content blocks and template variables)
- Sender name and address
- CC and BCC recipients
- Active/inactive status
Payment Receipt
Sends a confirmation after a payment is processed.
When it triggers:
- Automatically when an external payment provider (Stripe, Rapyd, Teya) validates a payment
Recipient: The order client
You can customize:
- Subject line
- Body content (with content blocks and template variables)
- Sender name and address
- CC and BCC recipients
- Active/inactive status
Payment Reminder
Sends a reminder to customers with outstanding balances.
When it triggers:
- Manually from the order overview page or top menu
Recipient: The order client
You can customize:
- Subject line
- Body content (with content blocks and template variables)
- Sender name and address
- CC and BCC recipients
- Active/inactive status
Supplier Report
Sends booking data reports to suppliers.
When it triggers:
- When a supplier report delivery starts (from supplier settings or trip supplier reports)
Recipient: The supplier's configured email address
You can customize:
- Subject line (with supplier-specific template variables)
- Body content (plain text with template variables)
- Sender name and address
- CC and BCC recipients
- Active/inactive status
A CSV report file is always attached — you cannot remove it.
Content Blocks
The Order Overview, Payment Receipt, and Payment Reminder templates include a rich text editor with insertable content blocks. Each block populates with order data at send time:
| Block | What It Renders |
|---|---|
| Order Code | The order reference code, displayed prominently |
| Client Information | Customer name, email, phone, and address |
| Order Information | Trip name, participants, dates, total price, balance, and bookings |
| Trip Information | 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 |
Arrange these blocks freely within the email body alongside your own text, headings, and formatting.
Template Variables
Order Templates (Order Overview, Payment Receipt, Payment Reminder)
Use these variables in the subject line or body — Itsy replaces them with actual values at send time:
| Variable | Replaced With |
|---|---|
{{orderCode}} | The order reference code |
{{workspace}} | Your workspace name |
{{group}} | The group name (if the order belongs to a group) |
{{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 |
Supplier Report Template
The supplier report uses different variables:
| Variable | Replaced With |
|---|---|
{{supplierName}} | The supplier's name |
{{startDate}} | The report start date (or trip name for trip-scoped reports) |
{{endDate}} | The report end date (or trip name for trip-scoped reports) |
{{rowCount}} | Number of rows in the attached report |
{{workspaceName}} | Your workspace name |
What You Cannot Change
Managed emails have fixed settings:
| Fixed Setting | Reason |
|---|---|
| Name and code | Used internally to identify the template |
| Primary recipient | Guarantees the right person receives the email |
| Triggers | Guarantees the email fires at the correct moment |
| Attachments | Pre-configured per template type (e.g., CSV for supplier reports) |
| Segment targeting | Managed emails apply to all segments |
You cannot delete managed emails — they are permanent in your workspace. Deactivate them by toggling the active status off.
Common Tasks
Customizing a Managed Email
- Navigate to Settings > Managed Emails
- Select the template tab (Order Overview, Payment Reminder, Payment Receipt, or Supplier Report)
- Update the subject line — use template variables like
{{orderCode}}for dynamic content - Edit the email body:
- For order templates: use the rich text editor to add text, headings, and content blocks
- For supplier reports: use plain text with template variables
- Optionally update the sender name and address
- Optionally add CC or BCC recipients
- Save your changes
Deactivating a Managed Email
- Navigate to Settings > Managed Emails
- Select the template
- Toggle the Active switch off
- Save
When deactivated, the email will not send even when its trigger fires.
How It Connects
- Email Settings — Sender defaults come from email settings. Managed emails can override the sender per template.
- Actions — Managed emails are a special action type. Regular actions offer more flexibility but require manual setup.
- Orders — Order Overview, Payment Receipt, and Payment Reminder fire on order events.
- Suppliers — The Supplier Report template delivers automated and ad-hoc supplier reports.