Confirmation and reminder emails

What EventEngine sends

For every event, each registrant gets a confirmation the moment they register, two reminders before the event, and a follow-up afterwards. The follow-up comes in two versions, one for people who attended and one for people who didn't, and EventEngine chooses between them for you.

To do that it installs ten email templates as drafts in Marketing › Email, each named "EventEngine - " followed by its purpose:

1. Confirmation Email
2. Reminder 1
3. Reminder 2
4. Check In Reminder
5. Thanks For Attending
6. Sorry You Missed It
7. Event Canceled
8. Change of Venue
9. Post Event - Thanks For Attending (Online)
10. Post Event - Sorry You Missed It (Online)

The two online versions of the follow-up are worded for an online event, so they don't talk about a venue.

Setting them up

Step 1: Check the send times

You set these during install and can change them at any time in the EventEngine app, under Settings › Email Settings.

• Email send time, which defaults to 10:00. It uses the timezone set in your HubSpot portal. If you ever change that timezone, click Sync timezone here so EventEngine follows it.
• Reminder 1, seven days before the event by default.
• Reminder 2, one day before.
• Post event email, three days after.

The sender name your emails come from is also set during install.

Step 2: Brand and publish every email

Open each of the ten in Marketing › Email and do the same four things.

Replace the logo. The templates install with a placeholder EventEngine logo, because there's no way for us to know yours at install time. Swap it for your own.

Set your fonts and colours. The templates ship on a neutral default for the same reason.

Change any wording you like. The body copy is yours.

Publish it. Drafts don't send, and each of the ten needs publishing individually.

One thing to leave alone: the placeholder tokens. They pull the event name, date, time, location and registration details into each email automatically. Change the text around them as much as you want, but if you edit or delete a token itself, that detail stops appearing in the email.

Step 3: Turn on the workflow

EventEngine installs a workflow called EventEngine Email Communications in Automation › Workflows. It's what sends every email at the right time.

It arrives switched off, and it stays off until the emails are published. Open it and you'll see each Send email action flagged Changes needed in red, because those actions point at drafts.

So the order matters:

1. Publish all ten emails first (Step 2).
2. Open each flagged Send email action and re-select the now-published email. The Changes needed flag clears as you go.
3. When every action is clear, click Review and turn on.

How the attended and missed lists work

After an event ends, EventEngine works out who came and who didn't, and creates two static lists in HubSpot under CRM › Lists, named Event Attended - [event name] and Event Missed - [event name]. They appear within about fifteen minutes of the event finishing, and the follow-up email uses them to pick the right version for each person.

The lists are static. They don't update after they're created, and EventEngine doesn't remove them, so they stay in your portal as a record of each event.

For online events on Zoom, attendance comes from Zoom's participant report, and three things have to be in place for that to work.

Zoom is connected on the Integrations tab in the EventEngine app.

Your Zoom account is on Pro or higher, with a licensed host. Zoom only returns the participant report on a paid plan. A free account will show as connected and then return nothing.

The Zoom meeting was created with Require registration switched on. When a registrant clicks the meeting link in their confirmation email, Zoom asks for their name and email before letting them in. EventEngine matches that email against your registrants. Without Require registration, Zoom reports participants with no email address and nobody can be matched.

That last point means your attendees fill in two short forms, yours and then Zoom's. Ask them to use the same email address on both, because that's what the match runs on.

How to check it worked

The workflow shows as on, with no Changes needed flags.

Register on one of your own events using an address you can read. The confirmation email arrives, carrying your logo and the real event details rather than placeholder text.

Troubleshooting

The workflow won't turn on. Publish all ten emails first, then re-select each published email inside the workflow's Send email actions so the flags clear.

An email arrived with details missing. A placeholder token has been edited or deleted in that template. Compare it against one of the others that still works.

The emails still carry the EventEngine logo. They install that way on purpose. Step 2 is where you change it, and it has to be done in each of the ten.

Nobody got a follow-up, or the attended list is empty after an online event. Check the three Zoom conditions above: Zoom connected, a Pro or higher account, and Require registration on for that meeting. The second and third are the usual cause.

Someone attended online but got the Sorry You Missed It email. They almost certainly used a different email address on Zoom's form from the one they registered with, so the two didn't match. Asking people to use the same address on both is the practical fix.