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Messages and the details they can use

Every message the system sends, when it goes out, on which channels, and every {detail} each message can fill in, with what it becomes.

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This page lists every message template, when the system sends it and the details (the words in {…}) it fills in. Edit the words in Settings → Message templates. Each message is sent in the customer's (or team member's) language; if that template is missing or off, another turned-on template of the same channel is used.

The messages

Every message has a name on screen, in the screen's language.

Message (on screen) When it is sent Channels
Booking confirmed / تأكيد الحجز (booking_confirmed) When you confirm a new booking and choose a channel under Send the confirmation, or when you send it later from the booking. The channel you choose. Ready-made: WhatsApp and Email.
Payment receipt / إيصال الدفع (payment_receipt) When you record a payment and choose to send the receipt; when a customer pays online; when you approve a transfer the customer reported. Your choice when recording. Online payments and approved transfers use Send online payment receipts by in Preferences (WhatsApp, SMS or Email); a customer without a mobile gets it by Email, one without an email by WhatsApp. Ready-made: WhatsApp, SMS and Email.
Payment reminder / تذكير بالدفع (payment_reminder) When someone presses a remind button: on the booking, in Payments, on the dashboard or for several bookings at once; also when a payment link is sent from the booking. The channel chosen; for several bookings at once, WhatsApp when the customer has a mobile, else Email. Ready-made: WhatsApp and Email.
Quotation sent / إرسال عرض السعر (quote_sent) When you send a quotation to the customer. The channel you choose. Ready-made: WhatsApp.
Documents ready / المستندات جاهزة (documents_ready) When you tell the customer their tickets, vouchers or visas are ready. The channel you choose. Ready-made: WhatsApp.
Trip page code / رمز صفحة الرحلة (portal_otp) When a customer asks for the one-time code to open the customer trip page (when Ask for a code to open it is on). The channel the customer picks. Ready-made: SMS and WhatsApp.
Passport renewal / تجديد الجواز (passport_renewal) Once a day, when Passport renewal messages is set in Preferences: that many days before departure, for each traveller on a confirmed booking whose passport expires less than six months after the trip returns. Sent once per traveller and booking. WhatsApp when the customer has a mobile and WhatsApp is connected to a provider, else Email. Ready-made: WhatsApp and Email.
Team invitation / دعوة الفريق (user_invite) When you invite a team member or send the invitation again. Email only. Ready-made: Email.
Password reset / إعادة تعيين كلمة المرور (password_reset) When someone uses the forgotten-password link, or a manager sends a reset link from the team screen. Email only. Ready-made: Email.
Transfer not confirmed / تعذّر تأكيد التحويل (payment_claim_rejected) When you reject a transfer the customer reported. The receipt channel in Preferences (WhatsApp, SMS or Email), the same way as the receipt. Ready-made: WhatsApp, SMS and Email.
Account sign-in code / رمز الدخول إلى الحساب (customer_login_otp) When a customer signs in to their customer account. The channel the customer picks. Ready-made: SMS, WhatsApp and Email.
Chat reply / رد على المحادثة (chat_reply) When your team answers a chat in the inbox and the customer is not in the app; at most once every 15 minutes per chat. WhatsApp when the customer has a mobile, else Email. Ready-made: WhatsApp and Email.
Account invitation / دعوة إلى الحساب (portal_invite) When you invite a customer to their customer account from the customer's page. The channel you choose. Ready-made: WhatsApp, SMS and Email.

The customer account messages (Account sign-in code, Chat reply, Account invitation) are added with their ready-made words the first time they are needed, if your agency does not have them yet.

The details each message can use

The chips under Details you can use in the editor are exactly the details the system fills in for that message. A detail you type that is not in the list shows under Not filled for this message: the customer would not see it.

Booking details are {customer_name} {booking_number} {trip_name} {depart_date} {return_date} {total} {paid} {balance} {due_date} {agency_name} {agency_phone} {portal_link} {payment_link} {confirmation_link} {voucher_link}.

Message Details
Booking confirmed The booking details
Payment receipt The booking details, {amount} {receipt_number}
Payment reminder The booking details
Transfer not confirmed The booking details, {amount} {reason} {reference}
Quotation sent {customer_name} {quote_number} {quote_title} {quote_link} {valid_until} {options_count} {price_from} {agency_name}
Documents ready The booking details
Trip page code {code} {customer_name} {agency_name}
Account sign-in code {code} {customer_name} {agency_name}
Account invitation {customer_name} {agency_name} {portal_link}
Chat reply {customer_name} {agency_name} {message} {portal_link}
Passport renewal The booking details, {traveller_name} {passport_expiry}
Team invitation {user_name} {inviter_name} {agency_name} {product_name} {invite_link}
Password reset {user_name} {agency_name} {product_name} {reset_link} {valid_for}

What each detail becomes

Detail What is put in its place
{customer_name} The customer's name; the Arabic name for customers who use Arabic, when there is one.
{booking_number} The booking number, for example TR-2026-00129.
{trip_name} The trip's name, in the customer's language when there is one.
{depart_date}, {return_date} The trip's dates, written like 2026-10-15.
{total}, {paid}, {balance} The booking's total, what is paid and what is left, with the currency code.
{due_date} The date the balance is due.
{amount} The amount of this payment, of the new payment link, or of the reported transfer.
{receipt_number} The receipt number of the payment.
{payment_link} The open payment link of the booking.
{portal_link} The customer trip page; in Chat reply the chat in the customer account; in Account invitation the customer account's address.
{voucher_link}, {confirmation_link} The printable voucher and booking confirmation, in the customer's language.
{agency_name}, {agency_phone} Your agency's name (Arabic name for Arabic readers) and phone.
{quote_number}, {quote_title}, {quote_link}, {valid_until} The quotation's number, title, link and the date it is valid until.
{options_count}, {price_from} How many options the quotation has, and the lowest price per person.
{code} The one-time code.
{traveller_name}, {passport_expiry} The traveller and the date their passport expires.
{user_name}, {inviter_name} The team member, and the person who invited them.
{invite_link}, {reset_link} The link to set a password.
{reason}, {reference} Why the transfer was rejected, and the reference the customer gave.
{message} Your reply in the chat, up to 300 characters.
{product_name} The name of the system your team signs in to.
{valid_for} How long the password link works: 1 hour when someone uses the forgotten-password link (Forgot it?), 24 hours for a link made on the Team tab.

Note

A line whose link detail is missing or empty is left out of the message. The message log shows {code}, {invite_link} and {reset_link} as [hidden], so codes and password links are never visible to the team.

The customer never sees a word in braces. A detail the message cannot fill (a typo, or a detail from another message, such as {total} in Quotation sent) is left out, so check the preview and the Not filled for this message list before you save. Every booking message, including the receipt after an online payment or an approved transfer, fills {voucher_link} and {confirmation_link}.

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