Overview
The Follow-Up Email is a customer-facing message that is automatically sent to guests after they have participated in their activity. It's a great way to thank guests for visiting, request reviews, share photos, or point them toward booking their next adventure.
Note: The Follow-Up Email is a location-wide setting, not a per-activity setting. When enabled, every activity in the account uses the same follow-up email settings.
Accessing the Follow-Up Email Settings
Navigate to manage.singenuity.com and select Settings in the top menu.
Click the Emails tab in the left-hand menu.
Select the Follow-Up Email option.
How the Follow-Up Email Is Triggered
When you enable the Follow-Up Email, you'll set a number of hours after the activity's start time. Once that amount of time has elapsed, the email is automatically sent to any booking in the Completed status.
Important — Only Completed bookings receive the email: Bookings in the Upcoming, Checked In, Cancelled, or No Show status will not receive a follow-up email. Only bookings marked Completed will trigger it.
Just as importantly, the booking must be marked Completed before the configured time has elapsed. If the status hasn't been changed to Completed by the time the window passes, that reservation will not receive a follow-up email.
Example: The follow-up email is set to send 5 hours after the start of an activity. The activity starts at 12:00 PM. The operator must change the booking's status to Completed before 5:00 PM (5 hours after the 12:00 PM start). If the booking isn't marked Completed by then, no follow-up email will be sent.
Who Receives the Follow-Up Email
The follow-up email is sent not only to the person who booked the reservation, but also to the email addresses of every waiver signed in connection with that reservation. This means each participant who signed a waiver with their own email will receive the follow-up message, expanding your reach beyond just the booking contact.
Configuring the Email Content
When enabling the Follow-Up Email, you can configure the following:
Subject Line: The subject of the email the guest receives.
From Name: Who the email appears to be from — usually the name of your company.
From Email: This functions as the reply-to address. If a guest replies to the follow-up email, their reply will go to this address.
Body: The main content of the email. This is where you'd typically include a thank-you message and any other information you'd like guests to see.
Call to Action Button: An optional button that can be turned on, named, and given a link. Commonly used for things like review links or a link to book again.
Subsection: An optional additional content block with its own title, text, and body. Use this to add more information under a separate heading within the follow-up email.
Photo Section: See below.
The Photo Section
If the Photo feature is enabled for the activity a guest participated in, the follow-up email can include a link to the photos taken of that reservation.
Through that link, guests can view a watermarked version of their photos and purchase them directly. Once purchased, the photos are automatically sent in a separate email that includes a link to download the full, watermark-free images.
Common Use Cases
Here are some examples of how operators put the Follow-Up Email to work:
Thank-you messages — A warm message thanking guests for visiting and inviting them back.
Review requests — Use the call-to-action button to link guests directly to your Google, Yelp, or TripAdvisor review page while the experience is fresh.
Photo sales — Automatically deliver a link to each guest's photos, driving post-activity photo purchases.
Rebooking and promotions — Encourage repeat visits with a call-to-action button linking to your booking site or a special returning-guest offer.
Conclusion
The Follow-Up Email is a simple, automated way to stay connected with guests after their visit — thanking them, gathering reviews, selling photos, and encouraging repeat business. Just remember it's a location-wide setting that only sends to Completed bookings, and that the booking must be marked Completed before the configured time window elapses.