Custom messages can be added to the confirmation email that a buyer automatically receives after their registration and are a perfect way to provide additional information, instructions, links for online content, and anything else you may want to communicate to buyers immediately.
How to add a custom message to the confirmation email
You can create a custom message that will appear on all order confirmation emails for buyers, regardless of their order.
Manage your event via the events tab
Navigate to the comms > messages page via the left-hand menu
Click the email message tab
In the space provided, enter your custom message and click save
Due to the nature of how these emails are generated and to ensure email deliverability, you cannot:
Add attachments to this order confirmation email
Add additional images to custom messages
Personalise your custom message using shortcuts
Copy+paste or type "@" and select from one of the available shortcuts
Create a custom message for individual ticket types
You can add custom messages that will appear for only buyers of specific ticket types. Any message entered into the primary message field will appear for all buyers
1. Click +add message below the primary message field
2. Select all ticket types that this message will apply to
3. Enter your message
If an order contains multiple ticket types that each have a custom message, the confirmation email will show all messages
Create a custom message for the order confirmation page
In addition to customising the email, you can add your own flair to the page that appears after a buyer has placed their order.
If you are adding images to your messages. Please ensure they are a (2:1 ratio).
Best practice for building custom messaging for your events
Order confirmation emails can be a key source of information for buyers. It's the first thing they see after their registration and often the first thing they search for ahead of the event when they retrieve their tickets.
This makes it a great place to provide any important information about the event or your own brand.
Tips and suggestions for your custom messages:
Keep it short and informative - avoid lengthy paragraphs that buyers will often overlook. Use dot points when possible.
Include important event information for ticket holders, such as:
Gate/Door opening and closing times
Accessibility, transport, and/or parking information
Venue details
Dos and don'ts, things to bring
A list or link to the events FAQ's
A list or link to the events' T&C's
Include links to your social media channels (e.g. Facebook, TikTok, Instagram) as a way for buyers to stay in touch with real-time, relevant event updates
Build rapport with your buyers by adding a thank-you message or acknowledgement of their purchase, e.g. Thank you for purchasing your ticket to @EventName, your support will help us to...
Personalisations in your custom message
Use the personal touches in your message to populate buyer's details in your message. e.g. Hi @FirstName...
To insert a personalisation, start typing "@" and then select from the dropdown that appears.
Why is my custom message not appearing in the confirmation email?
If your custom message is not appearing in the order confirmation email, ensure you have added it below the email message tab.
Navigate to comms > messages (left-hand menu) to review.
Each tab refers to a different location where your custom message will appear:
Confirmation page
The message appears on the confirmation page shown to buyers in their browser straight after their purchase.
Email Message
The message appears on the order confirmation email sent to the buyer's email address after their purchase.
Ticket Style and Message
The message appears on the downloaded PDF version of the digital ticket. It does not appear on the digital ticket accessed through their browser or tickets saved to Apple or Google wallets.
Calendar Description
The message appears on the "visitor" calendar description when someone uses the Add to Calendar link on the Event page prior to registering for the event.
The message appears on the "attendee" calendar description when someone uses the 'add to calendar' link in the order confirmation page or confirmation email received after a purchase.