Your event

Messages

Email everyone holding a ticket on the event.

Everyone holding a ticket gets one copy. You choose who that is: everyone with a valid ticket, or the attendees of one ticket type. You can narrow it further from there. Each copy goes to the ticket's own attendee, so somebody you assigned a ticket to gets their own. Any unassigned tickets are sent to the booker instead.

Messages lists every message you've written for the event in one list: drafts, scheduled messages and the ones you've sent. A batch with one eligible recipient is in the list too. An invitation emailed on its own is in that invitation's history instead.

Who a message reached

A message you've sent shows how many of its emails reached each person's mailbox, and how many didn't. Its figures are:

• Delivered: the person's mail server accepted it.
• Bounced: their mail server turned it away.
• Not sent: an earlier email to that address bounced or was reported as spam, so it wasn't sent.
• Marked as spam: the person reported it as spam.
• Waiting to hear: the email service hasn't reported back yet. That usually takes seconds.

Only the figures that apply appear. Under them are the address the message went from, who it went to, when it was sent and who sent it. If some emails went from a different address, each address shows how many went from it.

Didn’t arrive, below that, lists each person whose email didn't reach them and what happened.

When the address is wrong, choose Fix email and type the right one. It's saved on their ticket or order. You choose which emails go to the new address: this message, their ticket, or the order confirmation. If you choose not to send this message, its row shows the new address, and Send to the new address sends it there. When their mailbox was full, or their mail server couldn't be reached, choose Send again to send them the same email once more. Anyone it was copied to gets it again too.

Select the Recipients figure to see every email the message became. Search by recipient or subject, and filter by status. Open an email to see what that person was sent.

Emails Tito sends for you

Automated emails, beside New message, lists the emails Tito sends automatically, in the order people get them. They're grouped by when they go, such as when somebody registers and before the event.

If people can come to the event in more than one way, Show emails for picks which one the list is about, such as Buying a ticket or Invited. It opens on buying a ticket, or on the first way in when nobody can buy a ticket, such as an event that only invites people. An email that goes in more than one of them is listed under each.

Each email says who gets it and when it goes. Under it, Your words means the wording is yours, because you changed it in Customize or wrote it yourself, like a ticket request's turn-down message. Tito’s words means it uses ours. Select an email's name to see it and change its wording.

The list follows how the event is set up. Invoice reminders appear once buyers can pay by bank transfer, on the days you set for them, and RSVP emails once you've invited somebody. Quote emails appear once quotes are on, and a ticket request's turn-down once you've switched it on for a request page. An email that goes only when you choose to send it, like a refund or a cancellation you make, says so under its name.

Underneath, Only if something changes lists the emails that go when something happens to an order or a ticket, such as a refund or a ticket reassigned to somebody else.

An email you can switch off has On or Off beside it, and selecting it opens its switch in After registering.

Some emails can't be switched off, and say why under their name. These are sign-in links and codes, invoices and other requests to pay, quote emails, refund and cancellation notices, and the email offering somebody a place from the waitlist. A ticket request's turn-down is switched on or off on its request page.

The address at the top is the one all of these are sent from. Change beside it opens the place it's set.

Who it goes to

To is where you pick the audience. There are seven to start from.

• Everyone with a valid ticket, or the attendees of one ticket type. Each copy goes to whoever holds that ticket, so assigning a ticket moves the copy to the attendee and an unassigned one goes to the booker.
• Everyone who ordered writes to the booker instead, whether or not they kept a ticket. It's the one for anything about the order itself, like an unpaid invoice or a refund, and it reaches an order nobody has paid for yet.
• Everyone with a valid ticket and whoever ordered it is both lists at once. Somebody on both gets one copy.
• Everyone you invited writes to your invitation lists whether or not anybody claimed anything. It's the only one that reaches somebody who was invited and hasn't replied, and it's offered once you've invited somebody.
• Everyone on the waitlist writes to the people waiting for a ticket or a workshop that’s fully booked. Nobody who left the list gets it, and every copy ends with that person’s own link to leave. It’s offered once somebody has joined one of your waitlists.
• Everyone on the mailing list writes to the people who signed up on one of your widgets to hear when tickets go on sale. Only people who confirmed their address get it, and every copy ends with that person’s own link to stop updates. It’s offered once somebody has confirmed. See Widgets.
• Attendees with details missing is everyone whose ticket details aren't filled in.
• Registered since the last message went out is everyone who registered after your most recent message. Picking it fills in the date that works out to, so it means the same thing when you come back to it tomorrow.

Use Narrow it down to cut any of them further. Each condition you add appears as a chip on the same line, and you can narrow by:

• Checked in for whether they've been through any of your doors yet.
• Ticket details for whether the attendee's name, email and any required questions are filled in.
• Still coming for whether they've pressed an "I’m still coming" button in one of your messages.
• Registered through for the channel they came through, whether that's an audience or a portal.
• Language for the language their order was placed in. Only on multilingual events.
• Registered since for a date, to reach people who registered recently. The day starts at midnight in the event's own timezone, the same day the orders list counts.
• Used a discount for which discount their order used.
• Hasn’t had a message to leave out everyone who already received a particular message. This is how you follow up with only the people who bought after the last one went out.

A count at the end of the line shows how many people the message goes to. Select it and they're listed fifty at a time, without taking you off the message you're writing.

That count is how many emails will be sent. Someone holding three tickets counts once, whatever you narrow by, so the count is often lower than the number of tickets sold.

The list of people and the send step both say why, in a note under the count: how many tickets the audience covers, how many are held by someone already counted, how many have no email address on them yet, and how many people have unsubscribed. A ticket with no email address comes back into the audience as soon as somebody fills one in.

The conditions on offer follow who you picked. Order status and the day it was ordered are there for Everyone who ordered, and checked in and ticket details for the other two. Order status includes Abandoned, for people who abandoned their order after seeing “We may email you about this event”. See Orders. Change who it goes to with one of those applied and the screen says which condition came off.

Everyone you invited has two of its own and nothing else, invitation status and invitation list, because the rest read an order or a ticket and somebody you invited may have neither.

Everyone on the waitlist has two of its own, waitlist status and the ticket they’re waiting for.

When somebody unsubscribes

Every message ends with a line saying why the person got it, such as "You’re getting this because you have a ticket for" your event, and a link to unsubscribe. Gmail, Apple Mail and other mail apps also show their own Unsubscribe button beside your name.

The link asks them to confirm they want to unsubscribe from this event. Afterwards they can also unsubscribe from every event on your account. A mail app’s own button unsubscribes them from this event only.

Somebody who has unsubscribed isn't in the count and doesn't get your messages. We still send them their tickets, receipts and anything else about their order, and none of the emails Tito sends for you are affected.

Settings → Unsubscribes lists everyone who has unsubscribed, what from, and when. You can't put somebody back on the list. They can, from the link in any message they got from you.

Who it's from

If your account has its own email senders, From above To sets which one sends the message. It opens on The event’s sender, which sends from whatever the event sends from when the message goes. Pick a sender by name and the message goes from that one, even if the event changes its sender afterwards.

A sender you picked that isn't live when the message goes is replaced by the event's sender. With no senders of your own, From shows the address the message goes from.

Saying who in your own words

Type into the To box instead of picking from it: "VIP attendees who haven't checked in", "everyone who ordered, pending", "everyone except Early bird", "registered since last week". Press Enter and it sets the audience and the conditions for you, and you can change either afterwards.

Dates are relative. today, yesterday, last week and last month each become the date they work out to in the event's own timezone, and stay on that date afterwards.

The box reads only words your event already uses: your ticket types, your discounts and their codes, your registration pages, your languages, the questions you ask and the answers they offer, and the messages you've sent. Type something it doesn't know and it says so and changes nothing. Where a word could mean two things, it asks which you meant. What can I say here? under the box lists what it understands.

You can name one of your own questions the same way. "Coming to the dinner?" means the people who said yes, and "not coming to the dinner" the ones who didn't. A question with more than two answers means everyone who answered it at all.

Template

Template is one choice out of three, on the preview bar. It stays on what you picked last time.

• Your look matches how this event is set up in Customize. That's your banner, your logo, the event name, and whatever you've chosen to show about the date and the venue.
• Plain gives you the styled page and your words, with nothing read from the event. No banner, no logo, no event name, no date line.
• Plain text gives you no styled version at all.

You set Your look in Customize, the same place as every other look on your account, and Change your look in Customize → on the panel takes you straight there.

The plain and plain-text looks can't be changed.

Bold, italic, links, headings and lists

A message can hold bold, italic, a link, a heading, a subheading, a bulleted list and a numbered list. There are no colors and no text sizes.

A heading covers a whole line, and there are two levels of them.

Return starts a new line. Press it twice for a new paragraph, which is the gap you see between blocks of text in the finished email.

Add a link takes a web address starting https://, or an email address. Select some words and press Cmd+K (Ctrl+K on Windows) to link them without leaving the keyboard. The same keys work with nothing selected, and the address becomes the words.

Cmd+K adds a link while you're writing a message. Esc closes the link box and leaves the message as it was. Everywhere else in the admin Cmd+K opens the Search accounts box in the account switcher.

You can also copy an address and paste it straight onto words you've selected. The words stay and become the link, so the address itself never has to appear in the message.

The link box also lists the places a Button can go, such as Their order or The event page. Pick one and each person's link goes to their own order, ticket or page. Somebody with nothing there, like a person with no order, gets the words without the link.

Undoing

Cmd+Z (Ctrl+Z on Windows) takes back what you just did, and Cmd+Shift+Z puts it back. A run of typing undoes in one go rather than a letter at a time, and it works after a bullet list or a heading as well.

Pasting from a document

Paste from a document and you keep bold, italic, links, headings and lists. Colors, fonts and text sizes are dropped, and a table becomes one line per row with its columns separated by dashes.

Blank lines between paragraphs come with the paste. Several blank lines in a row become one, and blank lines at the start or end are left out.

Copying a message somewhere else

Copy a message into a document or an email and it keeps the lines and blank lines you see here. Names and other details read as their labels, like First name, and each ticket code, button or picture comes across as its label on a line of its own.

Pasting or dragging in a picture

Pictures you drag in from your computer go in where you drop them, each on its own line. Drag a picture in the message to move it to another line. Anything else you drag in is added as a file instead, and appears under Attach.

Copy a picture on its own, from a screenshot or "copy image" on a web page, and paste it into your message. It's the same picture block Picture makes, so you can select it afterwards to describe it or point it somewhere. A picture saved inside a document you copy comes in with the words around it, along with the document's description of it.

A picture that a document only links to can't be pasted in, and the page says so under the message. Add it with Picture instead.

Putting someone's own name in

Use Insert to add information about the recipient, such as their name, their order reference or a link to their order. The same menu holds this event's own fields, set under Settings → Metadata.

What you insert appears as a blue chip, and each person gets their own information in its place.

Typing { in the subject or the message opens the same menu where you're writing. Keep typing to narrow it down, then press Enter to put the chip in. Escape closes the menu and leaves the { where you typed it.

When we don't have it

A name can be missing. First name and Full name are the chips that can come back blank, so each has a word to use instead. Both arrive already set to "there", so somebody with no name on record reads "Hi there,".

You can change that word. The panel shows you the line as those people will read it, and how many of your audience that is.

Details about the event

The same menu has an Event details group, holding whatever this event's fields are set to, such as a Wi-Fi password or a hashtag. They go in as chips, the same as a name.

A field is the same for everybody, so it has no word to fall back on. Leave a field blank and nothing goes in its place.

Putting their ticket in the message

The same Insert menu has an Add to the message group at the bottom. Each one drops a whole piece of the email in, on a line of its own.

Type { at the start of a line and the menu holds this group too. Part-way through a sentence it holds the names and details only.

There are five:

• Their QR code is the code they scan to get in.
• Button is a button, pointed wherever you need it.
• Picture is a picture of your own, at the point you put it.
• Photo grid is photos in a grid, up to three across.
• What they ordered is the tickets they bought and the amount they paid.

Use Preview → to see what they look like.

Where the button goes

Drop a Button in and it asks where it should go. Select the chip later to change it. There are seven answers:

• Their ticket opens that person's own ticket.
• Their order opens the order they bought. Somebody who was assigned a ticket gets no button here, because the order belongs to the person who paid for it.
• Canceling their ticket opens the page where that person cancels a ticket or the whole order. It needs Let people change or cancel their own orders on for the event, or an invitation list that lets invitees cancel. Somebody who was assigned a ticket gets no button here, for the same reason as Their order. Anyone else the page can't help is told the order can't be changed there, which also covers an order nobody has paid for and one paid through PayPal with a single ticket on it.
• Saying they’re still coming opens a page where that person says they're still coming to your event. See Ask people if they're still coming. Somebody who was assigned a ticket gets no button here, for the same reason as Their order.
• The event page opens your event's own page.
• Events listing page opens the page on Tito that lists all your events.
• A web address goes anywhere else, such as a travel page, a venue map or a hotel booking.

Button says is the words on it. Leave it empty and the button uses the standard wording for wherever it goes, like "View your ticket" or "View the event page".

Button style is Filled or Outlined. A filled button is in your button color. An outlined one has an edge and no fill, for a second button beside the main one, like a receipt under a button to their ticket.

Two or more buttons on lines next to each other make a Button row, with a bar above them in the box. Choose Stacked to put them one under another, or Side by side to put them in a line. On a phone, buttons side by side go one under another when there isn't room.

Putting a picture in

Picture takes a JPEG or PNG up to 10 MB. It goes on a line of its own, at the width of the email.

A picture you've added has two settings.

• Describe the picture is what the picture is, in your own words. Most email apps hide pictures until the reader taps "show images". Those readers get these words instead of the picture.
• Where does it go? is what happens when someone taps it. It offers the same places a Button does, plus Nowhere — it’s just a picture. That's where it starts.

Choose a different picture swaps in another file and keeps the description and where it goes.

Putting a photo grid in

Photo grid adds an empty grid. Set its Columns, from one to three, and its Rows, from one to ten. Then select an empty square to add a photo there. Each photo is a JPEG or PNG up to 10 MB.

A photo stays in the square you put it in. A square with no photo is left as a space in the email, and a row with no photos in it is left out. On a phone the rows get smaller and the photos stay in the same order.

The grid has these settings:

• Shape of the photos crops every photo to square, portrait or landscape, keeping the middle of each one. Changing it crops the photos again from the files you uploaded.
• Caption goes under the photos. You can leave it empty.

Select a photo in the grid to set its Describe the photo and Where does it go?, which work the same as a picture's. You can also choose a different picture for that square, or remove the photo.

You can't set the grid smaller than the last square with a photo in it. Remove that photo first.

In Plain text, a photo grid becomes its caption followed by each photo's description.

More than one language

On a multilingual event, the language you're writing in is in a menu at the top right, level with the title. Choosing another language saves the draft and opens that language's subject and message.

Each language in the menu shows how far it has got. The one you're writing from is marked original. A language you have written has a dot, one you have started but not finished says half written, and one you haven't started is in lighter text.

Previewing before you send

Preview → shows the message as one of the people who will actually get it, with their name, their order and their ticket. You can step through the audience one at a time. Template is on the same bar.

Every email includes a plain-text version as well, for readers whose mail app shows no formatting. View the plain-text version under the bar shows you that one, and View the email version brings you back.

Under the email you can see what's attached for the person you're reading it as, the way their mail app shows it, so you can check the calendar file is going before you send. A file too big to attach isn't among them, because the email links to it at the end instead. Somebody without a ticket gets no calendar file, and nobody gets one while the event has add to calendar turned off. A line under the attachments says which applies.

If anyone in the audience is missing something the message uses, a note at the top says how many there are and what they'll read instead. Show me one of them jumps straight to one.

Sending goes through here. Continue… on the preview takes you to the confirm step.

The confirm step shows the same attachments under the email, and so does a scheduled message's own page.

When it goes

The last step before anything happens asks When. There are two answers.

Send now waits sixty seconds before anything is sent. The message's own page shows the counter running down, with Stop it beside it. Stop it and nothing has been sent, so the message goes back to your drafts exactly as you wrote it. Once the counter runs out the message is sent, and it can't be called back.

Schedule for later holds it until a moment you pick. Pick a moment offers times built from this event's own dates, such as the morning before it starts or the day after it ends. The date and time boxes underneath take anything else.

The times you pick are in the event's own timezone.

A scheduled message

A scheduled message shows in the list marked Scheduled, with the moment it goes on its row. Its own page still has everything:

• Edit opens it in the same form you wrote it in. Saving keeps the moment it goes, so only the words change.
• Send it now instead moves it to the sixty-second window.
• Change when it goes opens the moment picker again.
• Cancel the send puts it back in your drafts, exactly as written.

The audience is worked out again at the moment it sends. Schedule "everyone with a ticket" on Monday for Thursday, and everybody who buys on Tuesday and Wednesday is included.

When it can't be sent

Two things can stop a scheduled message going. Either way it stays in your list marked Not sent, exactly as you wrote it, and we email you.

• Nobody matches it any more. Everybody you wrote to dropped out between scheduling and sending.
• The moment passed while your account wasn't running. If we catch up within fifteen minutes it still goes. Past that it doesn't.

Either way nobody has had it. Open it, change what needs changing, and send it again.

Attach

Attach sits at the top of the message box, beside Insert. Tick Calendar file and everyone who gets the message gets the event in their calendar, as a file their mail app offers to add.

A buyer's file covers their whole order. Somebody holding a ticket on another person's order gets only the sessions on their own ticket. Somebody holding a ticket to a specific session gets that session as well as the event.

The file is the same in every language, so it stays the same when you switch language.

If you've changed the date, time or venue since people added the event, the file moves the entry already in their calendar to the new time and place.

Add files opens a page where you choose your own files, a floor plan or a menu. Your message is saved on the way, and Back to the message returns you to it.

You can also drag a file straight onto the message or its subject. It's added to the same list and reaches people the same way. A picture dragged into the message goes into the message itself, and one dragged onto the subject line is added as a file, because a subject is one line of words.

Each file says how it will reach people. Small ones are sent with the email, marked In the email. Larger ones are marked Download link, and the email carries a link to them instead. The total is what decides it, so adding a third file can move the second one to a link.

A file marked Taken offline has been taken offline by Tito. It isn't sent or linked, and it doesn't count towards the total.

Remove takes a file off the message. The file itself is left alone.

Drafts

A message you haven't finished is a draft. It shows in the same list as the ones you've sent, marked Draft.

A message saves itself. As soon as there's a subject or a message, it's kept, and it's kept again a moment after you stop typing. The save bar says when. Save draft is still there if you want to save right now, and a subject on its own is enough.

A draft belongs to the event, so anyone on your team can open it and finish it. If somebody sends the message, or deletes the draft, while you're still editing it, your changes will be lost.

The Filter menu on the list narrows to drafts, scheduled or sent. A draft's own row menu offers Edit and Delete….

Good to know

• A ticket with no attendee email and no email on its order can't be reached this way.
• Order reference and Link to their order are the booker's. An attendee who was assigned a ticket still sees the reference, which is printed on their ticket anyway. The link comes through blank.
• Logged (no SMTP) means outbound mail isn't configured for this account. The message is recorded but never sent, and it doesn't catch up later. Send it again once mail works.