Email Delivery

If customers report that they are not receiving booking confirmations or other automated emails, check the following:

• Check spam/junk folder: Automated emails sometimes get filtered by email providers. Ask the customer to check their spam or junk folder. Emails are sent from yourbusiness@bookingxi.com (or your custom domain if configured).
• Verify the email address: Confirm the customer entered the correct email address during booking. Check the booking details in the admin panel to see the email on file.
• Check template is enabled: Go to Admin > Email Templates and verify the relevant template (Confirmation, Reminder, etc.) is toggled on.

If emails are consistently landing in spam folders for multiple customers, this may be a sender reputation issue. The default sending address is yourbusiness@bookingxi.com, which uses BookingXi's shared email infrastructure with proper SPF, DKIM, and DMARC records.

If you experience persistent spam issues, consider setting up your own email domain. This gives you a dedicated sender reputation. Contact your BookingXi team to set up custom domain email sending — they will provide DNS records for you to add to your domain.

If you are using custom SMTP (your own email service) and emails are not being sent, verify the following settings in Admin > Settings > Email Sending:

• Host: The SMTP server address (e.g., smtp.gmail.com, smtp-relay.brevo.com)
• Port: Typically 587 for TLS connections
• Username: Your SMTP account username or email
• Password: Your SMTP account password or app-specific password

Email templates support dynamic variables that are automatically replaced with real booking data when the email is sent. If variables are showing as raw text (e.g., the customer sees the literal text instead of their name), check the following:

• Use the exact syntax: {{variable_name}} with double curly braces
• Variable names are case-sensitive — use the exact names from the template editor
• Common variables: {{customer_name}}, {{experience_name}}, {{booking_date}}, {{booking_time}}, {{confirmation_code}}, {{guest_count}}, {{total}}
• Make sure there are no extra spaces inside the braces