Breadcrumbs

Event Settings – Communication

Event settings → Communication

The Communication section enables organisers to communicate automatically with their audience from the dashboard. This includes setting up abandoned cart reminders, personalisation reminders and order resends.

The event settings provide sensible defaults that can easily be enabled per event, and at account level there is a complete overview of all communications.

Overview

The Communication section controls automated reminder and notification emails sent to buyers around an event.

This section determines:

  • Whether abandoned cart notifications are sent

  • Whether personalisation reminders are sent (and when)

  • Whether order unlocked (resend) emails are sent

  • How abandoned cart performance is tracked

  • How each email is styled and worded

These settings directly affect audience engagement and recovered sales.

Section Breakdown

  1. Order Unlocked Email

Toggle: On / Off

Resends the order confirmation once tickets become available for download.

What You See:

  • A toggle switch

  • Description: "Resend the order confirmation when tickets become available for download."

What It Does:

When enabled, buyers automatically receive their order confirmation again as soon as their tickets unlock — useful when tickets are only released closer to the event.

Note: this only works if ticket lock is actually enabled for the event. Without ticket lock, tickets are already available immediately, so there is no "unlock" moment to react to.

Ticket lock is enabled under Order Process: set Download Tickets to Allow from, then set a date (and time) from which tickets become downloadable. Once that date/time is reached and tickets unlock — if the Order Unlocked Email toggle under Communication is enabled — the order confirmation is automatically resent.

  1. Abandoned Cart Notification

Toggle: On / Off

Sends potential customers an email reminder after they leave the shop without completing their purchase.

What You See:

  • A toggle switch (blue = enabled)

  • Description: "Send potential customers an email reminder after churning from your shop."

What It Does:

When enabled, customers who leave the ticket shop without finishing checkout automatically receive a reminder email 1 hour after leaving without checking out, encouraging them to complete their order.

Why This Matters:

Used for:

  • Recovering lost sales

  • Improving conversion rate

  • Re-engaging interested buyers

  1. Personalisation Reminders

Toggle: On / Off (multiple, timing-based)

Reminds buyers to personalise their tickets at set moments:

  • 2 days after purchase

  • 5 days before the event

  • 1 day before the event

What You See:

  • Multiple toggle rows, each tied to a specific timing

What It Does:

Each toggle independently enables a reminder email sent at that specific moment, prompting buyers to complete ticket personalisation before the event.

Note: these reminders are only useful — and should only be enabled — if ticket personalisation is actually enabled for the event. If personalisation is disabled, there is nothing for the buyer to personalise, and enabling these reminders has no effect.

  1. Tracking Abandoned Cart Performance

Field: Marketing tracking links (Promotions → Tracking links)

Organisers can track how well abandoned cart emails are converting through the marketing trackers.

What You See:

  • A dedicated "Abandoned cart email" entry under tracking links, showing mails sent, clicks, orders, tickets sold, and conversion rate

What It Does:

Gives organisers direct insight into the performance of their abandoned cart emails, alongside other tracking links.

  1. Email Template Customisation

Navigation: Design → Email designs → edit on a design

The content of all Communication emails (abandoned cart, order unlocked, personalisation reminders) can be edited via the email editor. For the abandoned cart email specifically, there is a dedicated "Abandoned cart" tab in the Email designer.

What You See:

  • Under Design → Email designs, an overview of the available email designs

  • After clicking edit on a design: an "Abandoned cart" tab next to Order confirmation, Personalisation and Backoffice orders

  • Editable sender name, subject and message text, with placeholders (e.g. {}FirstName, {}EventName)

What It Does:

Organisers can fully rewrite the copy, subject line and sender name of any Communication email, and translate it per language, matching their own tone of voice.

How All Settings Work Together

  1. A customer starts a purchase but doesn't complete it → after 1 hour, the abandoned cart notification is sent (if enabled).

  2. A customer completes a purchase → personalisation reminders are scheduled based on the configured timing (if ticket personalisation is enabled).

  3. Ticket lock is enabled and tickets unlock → order unlocked email is sent (if enabled).

  4. All sent communications can be tracked via the Promotions → Tracking links overview.

  5. Copy and styling of each email can be adjusted via Design → Email designs.

Risk Awareness (For Agent Understanding)

If users report:

  • "My abandoned cart emails aren't being tracked" → Check Promotions → Tracking links for the abandoned cart entry.

  • "Buyers aren't getting reminded to personalise tickets" → Check whether ticket personalisation is enabled for the event, and check the relevant Personalisation reminder toggle and timing.

  • "Buyers didn't get their tickets after they unlocked" → Check whether ticket lock (Order Process → Download Tickets → Allow from) is enabled, and whether the Order Unlocked Email toggle is on.

Summary

Communication = Audience Engagement Controller

It determines:

  • Abandoned cart recovery

  • Personalisation reminder timing

  • Order/ticket resend behaviour

  • Tracking and reporting of email performance

  • Email content and branding per template