If you've created a trigger in Birrdi but a customer hasn't received the expected message, there are several settings worth checking.
Triggers automatically send messages before or after reservations, but only when the reservation and customer match the conditions you've configured.
Follow this troubleshooting guide to identify why a trigger may not have sent.
1. Check That Your Trigger Is Active
Open Menu → Triggers.
Find the trigger in your list.
2. Check When the Reservation Was Created
Triggers apply to reservations booked after the trigger was created or activated.
For example:
Monday: A customer makes a reservation for Friday.
Tuesday: You create a Welcome Message Trigger.
Friday: The customer's reservation begins.
The customer won't receive the Welcome Message because their reservation was created before the trigger.
Only reservations booked after the trigger was activated are eligible.
3. Verify the Target Facility
Each trigger has a Target Facilities setting.
Open your trigger.
Locate Target Facilities.
Confirm the reservation belongs to one of the selected facilities.
If your business operates multiple locations, a trigger configured for one location won't automatically apply to reservations at another location.
4. Check the Customer Audience
Under Target Customers, triggers can target:
Everyone: All customers.
Public Only: Customers who don't have a membership.
Specific Plans: Members of the memberships or plans you've selected.
5. Allow Time for Trigger Processing
Messages don't necessarily send at the exact minute configured.
Recommendation: Allow up to 30 minutes around the expected delivery time before investigating a missing trigger.
6. Check Whether the Reservation Was Canceled or Rescheduled
Birrdi automatically adjusts pending triggers when reservations change.
Canceled reservations: Pending trigger messages are removed and won't be sent.
Rescheduled reservations: Pending messages are recalculated based on the reservation's updated start or end time.
Reservations with adjusted durations: The scheduled message time is recalculated when necessary.
If the trigger message was already sent before a reservation was modified, Birrdi won't send it again.
7. Check Whether the Trigger Was Edited
Not every trigger edit affects existing reservations.
Setting Changed | Effect |
Message content | Applies to pending messages |
Email Delivery | Applies to pending messages |
Auto Close | Applies to pending messages |
Trigger timing | New reservations only |
Target Facilities | New reservations only |
Trigger Type | New reservations only |
Pause or delete | Stops pending messages |
For example, changing a Welcome Trigger from 24 hours before a reservation to 3 hours before only affects reservations made after the timing change.
Existing scheduled messages keep their original timing.
8. Check the Customer's Messages Tab
Remember that trigger messages and email notifications are separate.
A trigger may have sent successfully even if the customer didn't receive an email.
To check:
Navigate to Customers.
Open the customer's profile.
Click the Messages tab.
Look for the conversation associated with your trigger.
You can also find the conversation from Menu → Messages.
If the message appears there, the trigger sent successfully.
The issue may instead be related to email delivery.
Still Having Trouble?
If your trigger still isn't sending, review these details before contacting Birrdi Support:
Trigger name and type.
Target Facilities and Target Customers.
Reservation date and time.
When the reservation was created.
Expected message delivery time.
You can contact Birrdi Customer Success at [email protected] for additional assistance.