Operator guide

Operator email notifications

This tutorial shows the key emails boat owners and their staff may receive from BookMyWave, what each email means, and what action is required.

Booking approval Confirmed booking Crew jobs Damage claims Invoice admin flow
Email system · Shared wrapper and queued sending
How BookMyWave emails are presented
Most emails use the same navy BookMyWave wrapper
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Shared style — emails use a white card, navy header, Bookmywave logo text, body area, and footer.
Queued delivery — emails are queued before sending, so the platform can record and retry operational messages.
Operator emails — the important emails are booking requests, confirmed bookings, crew assignment updates, damage claim notices, Xero failures, and invoice status flow.
Attachments — confirmed booking emails can include files such as an operator brief PDF.
Training goal: Owners should know which emails need action immediately and which emails are just status updates.
Shared email frame
Manual approval flow · New booking request
New booking request — approve or decline
Sent when a booking needs operator approval
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Recipient — sent to the boat owner/operator email.
Purpose — tells the owner a customer requested a charter and the owner must approve or decline.
Expiry — shows the approval deadline when available.
Details included — booking ref, customer name/email, guests, event type, pickup, dropoff, total value, slots, ordered items, and customer notes when present.
Action buttons — Approve booking and Decline booking are single-use approval links.
Owner action: Review the request before the expiry time. The customer's card is authorised, but not charged until approval.
Email preview
Confirmed booking flow · New booking confirmed
New booking confirmed
Sent after instant confirmation or operator approval
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Recipient — sent to the operator email. Admin receives an admin copy.
Purpose — confirms the booking has been confirmed and payment captured.
Core details — booking ref, customer, phone, event type, guests, requested pickup/dropoff, payout, and slot details.
Providers and F&B — service providers and food/beverage items appear when present.
Attachment — the operator email can include an operator brief PDF.
Owner action: Open the booking detail page, check charter logistics, assign crew, and prepare providers/F&B if included.
Email preview
Booking detail updates · Boarding and provider wharf changes
Wharf and boarding update emails
Sent when booking logistics are updated
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Customer boarding update — changing pickup, dropoff, or first-slot pickup time can notify the client, crew, and service providers.
Provider wharf update — changing the provider meeting wharf, Google Maps link, or arrival time notifies service providers on the booking.
Provider arrival time — provider emails can show how many minutes before charter they should arrive, plus a calculated arrival time.
Operator awareness — owners should understand that saving these fields is not just local; it triggers operational notifications.
Owner action: Only save final logistics when ready, because people may receive updated instructions.
Provider wharf update preview
Crew workflow · New job assignment
Staff receives a new job assignment
Sent when an owner assigns crew to a booking slot
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Recipient — sent to the assigned staff member.
Purpose — tells staff the operator assigned them to a charter slot.
Pay offer — if the operator entered pay, the email shows offered pay with per job, per hour, or per day wording.
Conflict warning — if a schedule conflict exists, the email warns staff that accepting the new job can automatically decline the old conflicting job.
CTA — staff click View assignment to accept or decline in their crew dashboard.
Staff email preview
Crew workflow · Accepted, declined, expired, conflict resolved
Operator receives crew response emails
Sent when staff accept, decline, expire, or trigger conflict changes
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Crew confirmed — sent when staff accepts the slot assignment.
Crew unavailable — sent when staff declines the slot assignment.
Job offer expired — sent when staff does not respond within the allowed window and the offer is treated as declined.
Conflict resolved — if staff accepts a different conflicting job, the old operator may be told the crew is no longer available, and the new operator is told crew is confirmed.
Owner action: If the email says declined, expired, or no longer available, assign another crew member.
Operator response email previews
Accepted
✓ James Hartley confirmed — Lady Sapphire · Thursday, 25 June 2026
Shows crew member name, email, boat, date, and slot time.
Declined
✗ James Hartley declined — Lady Sapphire · Thursday, 25 June 2026
Tells the owner to assign another crew member.
Expired
Job offer expired: James Hartley · Lady Sapphire
Offer expired after no response. The owner should reassign or broadcast.
Conflict
✗ James Hartley is no longer available — Lady Sapphire
Staff accepted another conflicting job, so the old operator loses that staff member.
Damage workflow · Damage report received
Damage report received — quote required
Sent after an operator files a damage report
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Recipient — the operator receives a damage report confirmation. Admin and customer also receive their own versions.
Purpose — confirms the damage report was received and tells the operator a professional repair quote is required.
Quote deadline — the subject line includes the quote deadline.
Claim context — the report includes booking reference, vessel, estimated cost, damage description, and evidence submitted.
Owner action: Upload a written repair quotation from a licensed repairer before the deadline. Self-quotations are not accepted.
Operator damage email preview
Damage workflow · Repair quotation submitted
Repair quotation submitted
Admin receives the quote review email after operator uploads quotation
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Recipient — this operational review email is sent to admin after the operator uploads a repair quotation.
Purpose — tells admin the damage claim is ready for review.
Details included — booking ref, vessel, operator, quote amount, repair company, and quote deadline.
Admin action — review the quotation document in the admin damage reports panel and approve or reject the claim.
Owner-facing meaning: After the owner uploads the quotation, the case moves to BookMyWave review.
Admin quote-review email preview
Damage workflow · Damage claim decision
Damage claim approved or rejected
Sent after BookMyWave reviews the claim
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Approved email — tells the operator the claim was reviewed and approved.
Bond deduction — shows the approved bond deduction, capped against the security bond amount.
Outstanding amount — if approved cost exceeds the bond, the email can show remaining outstanding amount.
Rejected email — tells the operator if the damage claim was not approved.
Owner action: Read the decision carefully. If approved, follow BookMyWave's payout/bond instructions. If rejected, do not attempt to charge the customer directly through the platform.
Approved decision preview
Accounting integration · Xero invoice failure
Xero sync failed
Sent when the booking is confirmed but Xero invoice creation fails
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Recipient — sent to the operator email.
Important reassurance — the booking is still confirmed and payment was received; only Xero sync failed.
Error detail — the email shows the Xero error message in a red error box.
Likely cause — often an expired Xero connection.
CTA — operator is asked to go to Settings, disconnect and reconnect Xero, then contact BookMyWave if needed.
Xero failure email preview
Invoice workflow · Operator submits invoice to admin
Invoice submitted and admin review
Related UI flow after completed bookings
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Generate invoice — on completed bookings, the owner can generate invoice drafts if their ABN is set.
Submit to admin — owner confirms sending both invoices to platform admin for processing.
Local status — after submission, the booking detail page swaps the invoice button to ✓ Invoice submitted.
Admin sees it — admin reviews submitted operator invoices from the Admin Payouts page, Invoices tab.
Acknowledged — admin marks Invoice A or B as acknowledged after review.
Training link: This email tutorial should be used together with the Admin Invoice Review tutorial.
Invoice workflow status
Owner action
🧾 Generate Invoice
Only available for completed bookings and requires ABN in Settings.
Submit confirmation
Send both invoices to the platform admin for processing?
Owner confirms the action before submission.
After submission
✓ Invoice submitted
Displayed on the operator booking detail page.
Admin state
✓ Acknowledged
Displayed after admin acknowledges the submitted invoice.
Email recognition guide · Subject lines operators may see
Subject line cheat sheet
Helps owners quickly understand what each email needs
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Needs action
New booking request — Boat · Ref
Approve or decline before the expiry time.
Confirmed
New booking — Boat · Ref
Payment captured. Prepare charter operations.
Crew offer to staff
New job: Boat · Date
Staff must accept or decline in their dashboard.
Crew accepted
✓ Staff confirmed — Boat · Date
Crew member accepted the slot assignment.
Crew declined
✗ Staff declined — Boat · Date
Assign another crew member.
Crew expired
Job offer expired: Staff · Boat
Offer expired after no response.
Damage
Damage report received — Ref · Quote required by...
Upload professional repair quote.
Xero
Xero invoice failed — Ref
Reconnect Xero from Settings.
Best support practice: Add this tutorial to the operator help centre so owners understand why they received each email before they contact support.
Email workflow · Operator lifecycle
Operator email lifecycle
Simple view of when the owner receives each email type
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1
Booking request
Owner receives approve/decline email if the vessel requires approval.
2
Booking confirmed
Owner receives confirmed booking details and operator brief PDF.
3
Crew assigned
Staff receives job offer. Owner receives staff response emails.
4
Logistics changed
Wharf or boarding updates notify relevant people.
5
Damage claim
Owner receives quote deadline and later claim decision.
6
Invoice submitted
Owner submits invoices; admin reviews and acknowledges.
7
Xero issue
If Xero fails, owner reconnects in Settings.
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Support
Owner contacts BookMyWave only when the email requires help or an error remains.