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Contact your guests using the email campaign tool
Contact your guests using the email campaign tool

Learn how to send email campaigns to registered guests for event reminders, general information emails, and collecting attendee details.

Updated over a week ago

Email campaigns are a free and easy way to send emails to all registered buyers and attendees of your events. They can be used to notify ticket holders of important event information, send out reminders, deliver links to online events and prompt guests to update personal details in their order.


How to create an email campaign

To send an email to your registered attendees click email campaigns on the top menu bar

Select new campaign and choose

  1. New blank campaign to start with a blank canvas OR

  2. One of the available templates which can be edited as you need

Fill in the form provided

  • Create a campaign name - for your internal purpose only

  • Review the 'reply to' email address

  • Select the event(s) and event date(s) this email will be sent to

  • Choose to email only Buyers only or All (buyers and attendees)
    Attendees - actual ticket holders - can only be emailed if you have collected email addresses per ticket

  • (Optional) You can filter recipients further and email all orders, selected orders, or, orders of ticket types

  • Create a subject line of the email - this is how the email will appear in an inbox

  • Craft your email message using the text editor

  • Choose when you would like your email to go out using schedule

  • Click verify & send/schedule

We recommend using the preview and send test email options to test your email campaign
Note: Any "personalisation" outside of event information will be generic as test emails are not linked to any live ticket or order


How to schedule an email to be sent 'now' or 'later'

Email campaigns can be sent out straight away or at a particular day before or after the event. Select when you would like your email to go out using the schedule option.

  • Now - the email will be sent out straight away to all available recipients

  • At - the email will be sent out at a specific date and time

  • Before - the email will be sent out x days and/or x hours before the event start date

    • If you're running a recurring event this email will be sent out before 'each' event date. For example, if you have 3 event dates, 3 emails will be sent to ticket holders of each event date. They will only receive an email for the date(s) they are registered.

  • After - the email will be sent out x days and/or x hours after the event end date

Once you have selected your scheduled send date, click verify & schedule

An email campaign scheduled to be sent 'later' will email all new ticket buyers up until the moment the email is sent

Email campaigns may take up to 10 minutes to send once they are actioned. You will see the campaign status change from "sending" to "sent" once all emails have been sent.


How to add personalised shortcuts to your emails

You can personalise your email message and include useful tools and links using the available shortcuts. These shortcuts will populate information entered on the order such as Buyer/Attendee name, Ticket, Seating Location etc

Refer to the blue box - add a personal touch - below your email message for a list of available shortcuts.

How to use a personalised shortcut in your email

To insert a shortcut into your email message you can Copy + paste the shortcut into the subject line or the email body, or, start typing “@” and then select your desired shortcut from the dropdown that appears

Tip: The @ViewTickets shortcut is a great way to deliver a unique link to each attendee's digital tickets.

Include it in your reminder emails before the event so that attendees aren’t searching through their inboxes for their confirmation emails. The @ViewSeats shortcut shows attendees where their assigned seats are so they’re not lost on the day.


Who can I send emails to?

Email campaigns can be sent only to registered attendees of your event(s). You can segment these emails to be certain to only certain attendees such as:

  • All Buyers

  • All Buyers and Attendees (ticket holders)

    • Note to email "attendees" you must collect email addresses per ticket using checkout questions

  • Selected orders

  • Orders of ticket type

    • This will email every order which contains at least one of the selected ticket type(s)

Email campaigns cannot be sent to external databases of email addresses such as for event invitations, and should not be used for promotional or marketing material.

They are intended for service-level comms related to the event an attendee has registered for.

* selected ticket types or specific orders are available only when emailing a single event. Emails will be sent to all buyers if emailing multiple events with the same email campaign


Commonly asked questions

Can I email a past event?

You can send an email campaign to any event that has ended within the last 14 days. Once this period has passed you will not be able to send an email campaign.

You can reach out to the Humanitix support team to extend your events' end date if required.

As a reminder, email campaigns are not to be used for promotional or marketing purposes e.g. contacting past attendees about a new and upcoming event. You can use Host follower notifications or contact a subscribed list of buyers using a third-party like Mailchimp


Can I change the sender's email address for an email campaign?

Email campaigns are always sent from the Humanitix email domain "[email protected]". This cannot be changed.

Applying a host profile to the event(s) you are emailing will however change the sender name of the email.

By default, if you have no host profile linked to the event, the event name will appear as the sender name


Can I see how many buyers have received an email campaign?

Click the "..." menu to the right of the email campaign and select details to see the list of recipients of this email campaign.

Humanitix is currently not able to provide "open rates" or "click rates" on email campaigns.



How long does it take for an email campaign to be sent?

Once an email campaign is sent, it can take up to 10 minutes to process.
Click the refresh button to see the latest campaign status



My buyers claim they are not receiving email campaigns

Some email providers or large organisations, schools, and government departments may have strict email filters, while Humanitix works to ensure great email deliverability there may be a chance some emails are erroneously blocked or filtered. Some buyers may have also marked these emails as "spam" in the past.

Advise the recipient to ensure they are checking their junk/spam folders. They should mark emails from "[email protected]" as a 'safe sender' in their email client if they have emails landing here.

For buyers from larger organisations, you can provide the following details about email campaigns to pass on to their IT department.

Email address: [email protected]

Email domain: email-campaigns.humanitix.com

IP addresses: 198.244.54.51; 159.135.226.224

These details can be noted and marked as allowed in their email system. This should prevent any further issues!


If a buyer has multiple tickets or orders will they receive multiple emails?

The email campaign tool will first email each order. If a buyer has made two separate orders for an event, they will receive two emails, one for each order.

Individual ticket holders (attendees) can only be emailed if you are collecting email address per ticket using a checkout question.

If you are collecting email addresses per ticket AND a buyer has an order with multiple tickets with their email address provided per ticket, they will only receive one email. The system will know the ticket holder and the buyer are the same and avoid the duplicate email.

Some email clients will "group" emails with the same subject line and sender. This can make it difficult for buyers with multiple orders to keep track.

We recommend inserting a personalised shortcut into your subject line to make each email "unique" and prevent grouping.

Tip: Use the "@OrderNumber" shortcut in your subject line

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