Setting up an automation

Every automation is driven by an editable template. This article walks you through configuring one — subject, body, timing, and testing — using the Pre-pickup reminder as an example. The same steps apply to any of the nine automations.

Step 1 — Open the template

1. Go to Automations in the left sidebar.
2. Click the automation you want to edit (for this example, Pre-pickup reminder).
3. The template editor opens in a two-pane view: edit on the left, live preview on the right.

Step 2 — Edit the subject

The subject line is the single biggest driver of open rates. The default is workable, but personalization helps.

• Keep it under 50 characters so it does not truncate on mobile.
• Use merge tags to personalize: "Your trailer pickup is tomorrow, {{renter.firstName}}" beats "Pickup reminder" every time.
• Avoid spam-trigger words (FREE!!!, urgent, act now) unless you know what you are doing.

Step 3 — Edit the body

The body editor supports two modes — pick whichever you prefer:

• Rich text — WYSIWYG editor with bold, italic, bullets, links, and image embeds. Best for most operators.
• HTML — toggle HTML mode in the top-right for full control over markup, inline CSS, and custom layouts. Recommended only if you are comfortable with email-safe HTML.

You can switch between modes, but complex HTML will be simplified if you round-trip through rich text.

Good body structure

A good automation email has three parts:

1. One-sentence purpose — why you are emailing, up top.
2. The useful info — dates, addresses, links, whatever the renter needs right now.
3. One clear next step — the call-to-action button (confirm, pay, sign, reply).

Do not bury the lead. If the purpose is a pickup reminder, the pickup time and address belong above the fold.

Step 4 — Merge tags

Merge tags like {{renter.firstName}}, {{rental.pickupDate}}, and {{trailer.name}} insert real data at send time. Click the Insert tag dropdown or type {{ to see the autocomplete. See the Merge tags reference article for the complete list and format helpers (e.g. {{rental.total|currency}}).

Step 5 — Set the delay

The delay is when the automation fires relative to its trigger event. Expressed as a number plus a unit:

• Minutes — for near-real-time (e.g., 15 minutes after booking).
• Hours — for same-day timing (e.g., 4 hours before return).
• Days — for lifecycle gaps (e.g., 2 days after return).
• Pre-event — fires before a scheduled time, like pickup or return. Use a positive number and select the before direction.

Example delays:

• Pre-pickup reminder: 24 hours before pickup.
• Post-return thank-you: 5 minutes after return.
• Review request: 2 days after return.

Step 6 — Active toggle

The Active toggle controls whether the automation fires at all. Turn it off during the edit if you want to stage changes without sending. Turn it on when you are ready for the template to start handling live rentals.

Step 7 — Preview with sample data

Click Preview to render the template with realistic sample merge data — a fake renter, trailer, and rental. This is where typos, broken tags, and formatting issues jump out. Preview in both Desktop and Mobile views; most renters read on their phone.

Step 8 — Test send to yourself

Click Send test. Enter your own email (or click Send to me to use the account owner address — the email you used to sign in). The email arrives in under a minute with sample data filled in. Read it on the device you actually use.

Step 9 — Save

Click Save. The next matching trigger uses the updated template. Already-scheduled sends from before the save use the old template — you will see them in the scheduled queue with a note if you want to cancel and re-queue.

Version history

Every save creates a new version. Open Version history from the template header to preview or restore any previous version. Useful if a well-meaning edit tanks your open rate and you want to roll back.