If you've ever asked, "Did my client get the invoice?" or "Did my guide see their assignment?" — this article is for you.
This article breaks down who sees what, when notifications are triggered, and how to track all communication in one place.
Who Gets Notified (and How You Can Tell)
Brindlechute keeps both clients and guides informed at the right times—without requiring additional follow-up. Here's what each group sees and how you can track it.
What Clients Receive
Brindlechute automatically keeps clients informed throughout the booking process. Additionally, when adding trips or appointments to the calendar, you can choose to notify the client immediately or save the trip without sending a notification. This provides flexibility for managing both automatic and manual updates based on your specific needs.
Invoice Notification – Sent when you send the invoice.
Booking Confirmation – Sent once the booking is confirmed, including the itinerary with date, time, location, and trip details.
Deposit Reminder – Sent if the client hasn't paid their deposit by the due date. You set how many days apart these go out and how many send in total (2 messages, 2 days apart by default).
Final Payment Reminder – Sent ahead of the scheduled final payment—two days before by default, and you can change that.
Overdue Balance Reminder – Sent if a balance is past due. Like the deposit reminder, you set how many days apart these go out and how many send in total.
Pre-Trip Reminder – Sent the week of the trip (timing based on your setup) with key trip details.
Post-Trip Follow-Up – Sent after the trip to request feedback or direct clients back to your website. Note: Booking confirmations can also be configured to be optional during the trip addition process, allowing greater customization.
All client messages can be customized in your Client Notification Templates and are logged on the booking's Audit trail tab, under the Messages filter. To change how often payment reminders get sent, click your org name in the top left → Notifications → Client, then click Edit template on the reminder you want to adjust.
Payment reminders stop automatically once the balance is covered—a client who pays partway through a sequence won't keep receiving them. One exception worth knowing: resending an invoice restarts the deposit reminder sequence from the resend date, if the deposit is still unpaid.
Understanding Invoice Visibility
Brindlechute carefully manages invoice visibility:
Booking Clients: Only the client who initiates the booking is granted access to invoicing details or related updates.
Attending Clients: Individuals designated as attendees on the booking will not have visibility into invoice details, preserving payment confidentiality. Invoice visibility depends on the client type: only the booking client can view and manage invoices, while attending clients cannot access this information.
SMS Notifications
If a client or guide has opted in to SMS notifications, they'll also receive one-way text alerts for reminders and key updates (invoice, confirmation, pre-trip, and payment reminders).
These texts are one-way only—clients/guides can't reply—but they ensure no message is missed. SMS activity is logged alongside email under the Messages filter, including any future-scheduled messages.
What Guides See
Guides only see a trip once they've been officially assigned. Whether guides receive notifications for trip assignments depends on your account's notification settings. To check, click your org name in the top left → Notifications → Guide. If guide notifications are enabled, guides will receive an email and/or SMS when assigned to a trip. Regardless of notification settings, guides can always view their assigned trips directly in the Guide App under Calendar and Trip List.
Date
Experience type (Full Day or Half Day)
Client name and contact information
Meetup location and time
If a guide is reassigned, they will receive an updated notification if guide notifications are enabled on your account. They can also view the updated trip details directly in the Guide App.
Note: Guides do not see payment status, invoices, or internal notes.
Tracking What Was Sent
You can confirm what's been sent—and when—on the booking's Audit trail tab, under the Messages filter.
This tracks:
Client messages (invoice, confirmation, deposit/final reminders, pre-trip, and post-trip)
Guide notifications (assignment, reassignment)
Messages still scheduled to go out, shown above the divider marked The above are scheduled for the future
Each entry shows its delivery status. If a message bounces, confirm the contact details are valid and send it again. See Viewing Booking Email Statuses for what each status means, and Understanding the Booking Audit Trail for the rest of what the booking records.
Payment activity is tracked in the same place, under the Payments filter.
Additional Tools in Manage Booking
From the Manage Booking view, you can:
Resend booking confirmations or invoice reminders
Send document reminders to clients
Track all past and scheduled notifications in one place To resend a booking confirmation email to a client, follow these steps:
Open the booking in the Brindlechute app.
Scroll to the "Invoice Summary" section.
Click the caret (down arrow) next to "View invoice."
Select "Resend confirmation." This process ensures that clients receive the necessary booking details promptly.
Email Routing and Reply Handling
All automated emails (invoices, confirmations, reminders, and more) are sent from info@brindlechute.com for consistent delivery.
However, the reply-to address is always your organization's email—so when a client or guide replies, it goes directly to you, not Brindlechute.
This keeps communication personal while still giving you full visibility on the booking's audit trail.