Merlin's Automated Customer Email Feature

This is a premium service and is a paid for feature.

This feature streamlines communication with your customers through automated emails. It covers four essential scenarios:

1. Welcome Email: When a customer creates an account, they receive a warm welcome email. This introduces them to you and sets a positive tone and encourages engagement.
2. Booking Reminder: A timely email is sent to remind customers of their upcoming booking. Timing of this email is at your discretion e.g. 1 day in advance, 2 days in advance, etc. This helps to ensure they don’t miss important events or appointments.
3. Thank-You Email: After attending an event or using your service, customers receive a thank-you email. Expressing gratitude reinforces a positive experience.
4. Event Cancellation Notification: If an event gets cancelled, customers are promptly informed via email. Transparency and clear communication are key to ensuring you keep your visitors informed.

Pricing:

• Automated emailing is available at an optional feature
• This service is available on monthly subscription
• The base cost is £10 per month for the first 10,000 emails
• Additional emails beyond the entry level incur a cost of £5 per 20,000 emails

How to activate this facility:

1. Contact Merlin: Who will enable this feature for you.
2. Private Email IP Address: Merlin will set up a private email IP address for your account.
3. Configuration: Our team will guide you through the necessary settings to integrate this feature seamlessly.

Once you agree to the premium service, Merlin will add email text into each section: Welcome, Reminder, Thank You, and Cancellation.

You can change these emails at any time to reflect a more personal tone for your company. Each email can be enabled or disabled at any time to save on email count.

How to access the emails

Log into your online admin area. From the left-hand menu, select the ‘Config’ tab.

This will open the config area in a new screen. Select the ‘Mail Settings Edit’ button to open the Edit Mail Settings window.

Ensure the ‘Sendgrid Setting’ tab is selected.

You are now in the correct area.

If Merlin has configured your mail settings, you will see details in the three data fields. The API key, which links to your purchased Sendgrid PRIVATE IP address, has been blanked out for this example. This is the address from which your emails are sent.

Select the tab which you wish to view or edit the email for. Remember you can change these at any time!

Please note that we add booking and event information that cannot be included using the emails. Your company logo will also be added to the top of the email to maintain branding.

Here is an example of each email in our standard format when we first set them up for you.

Welcome email example:

Welcome to [Add Your Company Name]. The account for [Add Your Company Name] has now been created and you can access it whenever you need to create or check bookings, and view, show or print tickets.

We are confident that your journey towards unforgettable experiences has now started.

Always remember, if you have any questions or need assistance, our customer service team is here to help. Mail us anytime - [Add your client support contact email]

We look forward to welcoming you!

Best Regards

The welcome email is sent as soon as a new customer registers. It has a checkbox setting to enable or disable the email.

Reminder email example:

Please note, this email has extra information automatically added by the Merlin system:

• Customer’s name
• Event title
• Date and time

The reminder email is sent before the event date. This can be configured using the “days before visit” data field. It defaults to 1 day before the event, but you can change this. It has a checkbox setting to enable or disable the email.

Thank you email example:

Please note, this email has extra information automatically added by the Merlin system:

• Customer name added by Merlin.

The Thank you email is sent one day after the event. It has a checkbox setting to enable/disable the email.

Cancel email example:

Please note, this email has extra information automatically added by the Merlin system:

• Customer’s name
• Event order number

Please feel free to contact support via email or call our office if you have any questions or need further assistance.

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