Configuring Custom Letters for Guest Communications (Cloud) 🎥

Configuring Custom Letters for Guest Communications (Cloud) 🎥

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Custom letters allow your property to customize the message included with reservation confirmations. They function as a standard confirmation letter with a modified body text, while all reservation details remain unchanged. Custom letters can be applied to individual reservations or configured in Accounting Night Audit Default Settings to send automatically with nightly emails.
Path: Management > Property Settings > Letters

Instructions

Notes
Before creating a custom letter, determine whether you want to use standard text (PDF attachment) or an HTML email format.

1. Select Custom Letter from the left panel.


Notes
The header may display “Promotional Letters,” but the left panel determines the active section.

2. Click Add New.



3. Enter a Name for the letter.



Choose How the Letter Will Be Delivered

You can configure the confirmation letter using one of the following methods:
Option 1: Use the Letter Body
4. Enter your message in the Letter Body field. This text will appear at the end of the PDF confirmation letter, not in the email body.


Option 2: Upload an HTML Letter
4. Check the HTML box.
5. Click Browse and select your HTML file.
6. (Optional) Click Preview to review the layout. A valid reservation number is required to display the preview.
7. (Optional) Click Show Available Fields to view the reservation data fields (placeholders) that can be inserted into your HTML template.


Notes
HTML letters override the default delivery format (directly in the email body, no attachment).
Info
HTML templates can be uploaded for confirmation letters; however, Visual Matrix does not provide support for creating or editing custom HTML files.
5/8. Click Save to create the custom letter. Changes are not saved from the text box or HTML section until this button is selected.



Understanding Custom Letters

What Custom Letters Are
  1. Custom letters define the subject and message content of guest emails.
  2. They are sent as email body text.
  3. When used for the Guest Arrival Reminder correspondence, a confirmation letter is included as an attachment.

How Custom Letters Are Used
  1. It can be applied manually to a reservation.
  2. Can be configured in Accounting Night Audit Default Settings for automatic emails.
  3. Used when a different message is needed for specific guest scenarios.
How They Differ from Other Letter Types
  1. Confirmation Letters: Default message sent based on reservation status.
  2. Custom Letters: Override the message portion of a confirmation.
  3. Promotional Letters: Used for non-reservation communications.
Email vs Attachment Behavior
Standard Letter Body:
  1. Sent as a PDF attachment
  2. Email body remains minimal
HTML Letter:
  1. Displays in the email body
  2. No PDF attachment
Customization Limitations
  1. Only the message content can be customized
  2. The following are system-generated:
  3. Reservation details
  4. Email subject line
  5. Attachment name
Rate Display Behavior
  1. Daily rates display for stays up to 7 days
  2. Longer stays display an average rate after day 7

Still Need Help With This Topic?

Ask Yourself:
  1. Did you create and save the custom letter?
  2. Are you using HTML or standard format?
  3. Is the custom letter applied to the reservation or configured in Night Audit settings?
Support May Ask You:
  1. Which custom letter are you using?
  2. Is the letter applied to the reservation or Night Audit settings?
  3. Are you expecting the letter to be sent automatically or manually?
  1. Configuring Confirmation Letters for Reservation Confirmations (Cloud)
  2. Uploading HTML Letters for Guest Emails (Cloud)
  3. HTML Letter Field Tags for Guest and Reservation Data (Cloud)
  4. Configuring Promotional Letters for Guest Marketing Emails (Cloud)
  5. FAQ - Management / Letters (PMS)