Triggers send a message to customers automatically before a reservation starts or after it ends. You set one up once and it runs on its own for every matching reservation. Each location can have up to 5 triggers.
Where to find Triggers
Open Menu and choose Triggers (or search "automation", "reminder", "follow up" or "welcome email"). You can also pin Triggers to your top bar.
Trigger types
Type | When it sends | Common use |
Welcome Message | Before every reservation starts | Arrival info, parking, door codes, what to bring |
Thank You Message | After every reservation ends | Thank the customer, ask for a review, invite them back |
Milestone Message | Once, after the customer's Nth reservation ends | Celebrate a 10th visit, offer a reward |
The Trigger Guide panel on the edit page describes each type with examples.
Creating a trigger
Go to Triggers and click Add Trigger.
Fill in the settings below.
Click Save.
New triggers are active as soon as you save them.
Trigger settings
Trigger Title (required): an internal name, e.g. "Thank you message after the reservation ends". Customers never see it.
Target Facilities (required): which facilities the trigger sends for. Pick one or more.
Target Customers (required):
Everyone: all customers.
Public Only: customers without a membership.
Specific Plans: only members of the plans you choose in Target Plans.
Trigger Type: Welcome Message (default), Thank You Message or Milestone Message.
Milestone Reservation (Milestone only): 1st, 2nd, 3rd, 5th, 10th (default), 15th, 20th, 25th, 50th, 75th or 100th reservation.
Trigger Point: shown automatically. "Before the reservation starts" for Welcome, "After the reservation ends" for Thank You and Milestone.
Time Before Start / Time After End: 30 minutes, 3 hours, 6 hours, 12 hours, 24 hours (default) or 48 hours.
Message (required): the text the customer receives. You can format it and use Generate with AI to draft it.
Email Delivery — Send an email notification: also emails the customer when the trigger sends. On by default.
Auto Close — Auto close this message: closes the conversation as soon as the message sends. The customer can still read it but can't reply. Off by default.
Writing the message
Triggers don't support merge fields like a customer's first name or reservation time. Every customer gets the message exactly as you write it, so keep it general ("Thanks for visiting us today!" rather than "Hi {name}").
The Triggers list
The list shows how many of your 5 triggers you've used, and these columns: Name, Trigger Type, Trigger Point, Audience, Facilities, Triggered (how many times it has sent), Auto Close, Created and Actions. Click a row to edit it.
Pausing a trigger
Open the trigger and switch the Active toggle off, then click Save. Paused triggers show their name in red in the list. Pending sends stop while a trigger is paused.
Deleting a trigger
Click the X on the trigger's row, then Confirm Remove. Past conversations it sent stay in Messages, and the trigger no longer counts toward your limit of 5.
Where trigger messages go
The customer receives the message in their Birrdi messages, plus an email if Email Delivery is on. Triggers do not send SMS.
Each send starts a new conversation in your Messages tab, filed under a group named after the trigger. Renaming the trigger renames the group.
If Auto Close is on, the conversation goes straight to Closed.
Who receives a trigger
The reservation must be at one of the trigger's target facilities.
The audience (Everyone, Public Only or Specific Plans) is checked when the message sends. If a customer joins or leaves a plan before then, their current status is used.
Each trigger sends at most once per reservation.
A Milestone message sends once, when the customer's chosen reservation number is reached at your business. Cancelled reservations don't count.
Things to know
New triggers only apply to new bookings. A trigger applies to reservations booked after it was created or turned on. It isn't sent for reservations that were already booked.
Changing timing, facilities or type only affects reservations booked after the change.
Changing the message, Email Delivery or Auto Close applies to every send from then on, including ones already scheduled.
Cancelled reservations don't receive their pending trigger messages.
Rescheduled reservations have their send time updated. A message that already went out isn't sent again.
Send times are approximate. Triggers are sent in batches every 30 minutes, so a message can go out up to about 25 minutes after its scheduled time. See the How trigger timing works guide.
Limits
Up to 5 triggers per team. Add Trigger is disabled at 5.
Each trigger adds a group to your Messages inbox. A team can have up to 20 inbox groups, including the 4 defaults (On You, On Customer, Closed, Archived).