How do attendees contact me?
Attendees or potential buyers can message you using the contact host button available on the event page, host profile, and their order confirmation email.
Attendees fill out a contact form sent to you as an email to your account email address and any other recipient email address you have nominated in your notification settings.
Providing additional contact details
You can advertise a contact name, email address or phone number via your event description, your host profile, or in a custom message on the order confirmation email.
Humanitix will never disclose your account email address or phone number.
Where do I find attendee and buyer enquiries?
Any messages sent to you from potential buyers or registered ticket holders using the contact host button will be sent to your account email address.
Enquiries are sent from [email protected] and have the subject line "[Event Name] enquiry from [Sender]". You can reply to the email directly to answer the enquiry.
Attendee enquiries cannot be found in the Humanitix console or the Humanitix for Hosts app.
Best practices when responding to buyer enquiries
Have saved responses ready to go
This can help you manage enquiries quickly. For example, answers about event information, online access links, refund requests, etc.
Reply quickly and openly
Aim to answer all questions within 24 hours or the next business day. Prepare for busier times in the lead-up to your event.
Even if you need more time to provide a comprehensive reply, acknowledging someone's message can help prevent any frustration from building up.
When dealing with complaints or refund requests
Always acknowledge the situation and be empathetic
Explain your event's policy or terms and conditions upfront (without being too defensive)
Offer alternatives when possible. For example, offer to transfer to the next event if someone can no longer make it.
Send attendee enquiries to multiple recipients
If you're working with a team, you can send buyer enquiries to other email addresses.
Navigate to the comms > notifications tab (left-hand menu) while managing your event.
Click + add recipient and enter their email address. You can choose to deselect your account email address if you have a dedicated inbox for managing enquiries. You must add at least one other recipient.
Staying ahead of your comms
The best way to reduce admin and buyer outreach is to be proactive and communicate any important information at regular intervals in the lead-up to the event, and at multiple points in the customer journey.
Include any important information in your event description
Make sure any important event information is included in your event description. This can also be a deciding factor in whether or not buyers purchase tickets. A clear event sets expectations and builds buyer confidence while reducing the risk of them reaching out.
Ensure you cover potential FAQs such as event content, running times, venue access, ticket inclusions, etc. Provide links to your main website or other resources where they can find this information, if required.
Send an email campaign to all buyers and attendees
With Humanitix, you can email all registered buyers and attendees with the free-to-use email campaigns tool available in the top menu bar. Send important event updates, schedule event reminders, or deliver online access links.
Email campaign messages can be personalised with a buyer's unique information, and scheduled to be sent out days or hours before your event, allowing you to set and forget your comms!
Add important information to the order confirmation email
All buyers automatically receive an order confirmation email after their purchase that includes the event name, date, location, and the details of their order and access to their digital tickets. You can also add any specific, important information relevant to ticket holders using a custom message.
Confirmation emails are the first place buyers go to after their purchase and in the lead up to the event, when they go searching for their tickets, making it the perfect place for helpful access information, upsells, links to your socials or websites, or online access links!
