Automation Recommendations and Best Practices for Hotels – Tripleseat Support

Why use Automations?

Automations help users save time, stay organized, and keep communication and follow-up tasks moving at the right moment in the lead, event, and booking lifecycle.

Automated Discussion emails are auto-generated and sent to guests based on selected triggers. These can be used at the lead, event, and booking levels. By reducing manual follow-up, automations help streamline workflows and create a more consistent guest experience.

Below are a few recommended examples for creating Automations, followed by more information and best practices.

+New Automation >

Lead Follow-Up
- Trigger = Lead Created
  - Due Date = 2 days after trigger
    - AUTO EMAIL = Follow-up on interest
Room Block Guest Communication
- Trigger = Booking Room Block Created
  - Due Date = 3 days before Room Block Start Date
    - AUTO EMAIL = Send "Know Before You Go" email
  - Due Date = 10 days before Block Release Date
    - AUTO EMAIL = Send cutoff date approaching email
Contract Follow-Up
- Trigger = Booking Document Shared (Contract)
  - Due Date = 2 days after trigger
    - AUTO EMAIL = Follow-up to see if any questions
    - AUTO TASK = Check if contract has been returned
Payment Reminder
- Trigger = Booking Payment Created
  - Due Date = 7 days before Payment Due Date
    - AUTO EMAIL = Reminder that payment is approaching
Payment Notification to Accounting
- Trigger = Booking Payment Paid
  - Due Date = Immediately (0 days after trigger)
    - AUTO TASK = Notify accounting that payment was received
Close Out Completed Booking
- Trigger = Booking Status Changed to Definite
  - Due Date = 2 days after Booking End Date
    - AUTO TASK = Properly close out booking
Post-Event Thank You
- Trigger = Booking Status Changed to Closed
  - Due Date = 2 days after trigger
    - AUTO EMAIL = Send Thank You email

How automations improve the user experience

Increased efficiency — Streamlines organization and supports consistency in follow-up and messaging
Timely communication — Helps ensure guests receive communication related to their lead, event, or booking at the right time
Boosted productivity — Gives users more time to focus on managing events effectively

Watch the video below for Automation best practices:

Task Automations

Why use Task Automations?

Ensures key follow-ups happen at the right stage of every event
Keeps teams consistent without recreating the same tasks manually
Standardizes workflows across events
Helps prevent important steps from being missed

How to set it up

Go to Settings > Automations
Create a new automation, such as a task to confirm menu selections

Step 1: Set the trigger

Choose what starts the task
Example: Event status changed to Definite so the task is created once the event is confirmed
If you do not restrict it by Event Type or Event Style, it will apply to all events

Step 2: Set the due date

Define when the task should be due
Example: base it on the Event Date and set it for 10 days before the event so the team has time to confirm details

Step 3: Configure the task

Toggle on Create an Automated Task
Choose the Task Type
Add a clear task description, such as Confirm menu selections
Assign it to the appropriate owner so it automatically goes to the right person

What happens next

When an event moves to Definite, the task is created automatically
It appears on the event’s Tasks list for the assigned user to complete

Why it matters

Automates repeatable steps in your event workflow
Keeps teams organized and proactive
Helps ensure nothing slips through the cracks as events move forward

Automated Discussions

Why use Automated Discussions?

Ensures guest communication happens at the right moment every time
Automates follow-ups after key event milestones so nothing gets missed
Keeps messaging consistent with pre-built email templates
Gives visibility into pending communications before they send

How to set it up

Go to Settings > Automations
Create a new automation, such as a thank-you note after an event closes

Step 1: Set the trigger

Select Event status changed to Closed
This ties the message to a clear event milestone

Step 2: Set the send timing

Choose when the message should send
Example: 3 days after the event is marked Closed to allow a short buffer while keeping follow-up timely

Step 3: Configure the discussion

Toggle on Create an Automated Discussion
Choose the sender, such as the Owner
Select a Discussion Email Template to ensure consistent messaging

What happens next

When an event moves to Closed, the message is created automatically
It appears in Discussions > Pending on the event
It is also visible in Discussion Center > Pending so you can review or manage communications across events before they send