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Pre-Arrival Instructions

AdminTravel Coordinator
🔒Requires permission: Events.PreArrival

Pre-arrival instructions are communications sent to caregivers before they arrive at the event site. These instructions contain essential information about what to bring, where to report, what to expect on arrival, facility policies, and any preparation the caregiver needs to complete before deployment.

Overview​

The pre-arrival system supports:

  • Templates -- Reusable instruction documents in PDF or RichText format.
  • Event-Specific Settings -- Configure whether instructions are sent automatically or manually for each event.
  • Communication Tracking -- Full lifecycle tracking from sent to delivered to opened.

Pre-Arrival Templates​

Templates define the content of pre-arrival instructions. They are created once and can be reused across events.

Template Types​

TypeDescriptionBest For
PDFA pre-formatted PDF document uploaded to the system. Sent as an email attachment.Official documents with specific formatting, maps, facility layouts, parking instructions with images.
RichTextContent authored directly in the system using a rich text editor. Sent as the email body.Dynamic instructions that change frequently, content with merge fields (caregiver name, facility, reporting time).

Creating a Template​

  1. Navigate to Settings > Pre-Arrival Templates (requires admin access) or access templates from the event's Travel > Pre-Arrival section.
  2. Click Create Template.
  3. Fill in the template details:
FieldDescriptionRequired
Template NameA descriptive name for the template (e.g., "Standard Pre-Arrival -- Hospital Strike").Yes
Template TypePDF or RichText.Yes
Subject LineThe email subject line used when sending. Supports merge fields.Yes
ContentFor RichText: author content in the editor. For PDF: upload the PDF file.Yes
DescriptionInternal description of when and how to use this template.No

RichText Merge Fields​

RichText templates support merge fields that are dynamically replaced with caregiver-specific data when sent:

Merge FieldReplaced With
{{CaregiverName}}The caregiver's full name.
{{CaregiverFirstName}}The caregiver's first name.
{{EventName}}The name of the event.
{{FacilityName}}The facility the caregiver is assigned to.
{{ReportingDate}}The caregiver's first reporting date.
{{ReportingTime}}The caregiver's first reporting time.
{{ReportingLocation}}The address or entrance for first-day check-in.
{{HotelName}}The assigned hotel name.
{{CheckInDate}}The hotel check-in date.
{{CoordinatorName}}The name of the assigned travel coordinator.
{{CoordinatorPhone}}The travel coordinator's phone number.
tip

Preview a template with a sample caregiver to verify that all merge fields resolve correctly before sending to the full group.

Editing a Template​

  1. Open the template from the template list.
  2. Modify the content, subject line, or other fields.
  3. Click Save.

Editing a template does not retroactively change instructions that have already been sent. Only future sends will use the updated content.

Deactivating a Template​

Templates that are no longer needed can be deactivated. Deactivated templates do not appear in the selection dropdown when configuring event-specific pre-arrival settings.

Event-Specific Settings​

Each event can be configured independently for how pre-arrival instructions are handled.

Configuring Pre-Arrival for an Event​

  1. Navigate to the event's Travel tab.
  2. Click Pre-Arrival in the travel sub-navigation.
  3. Click Settings (gear icon).

Sending Mode​

ModeDescription
AutomaticPre-arrival instructions are sent automatically when a caregiver's itinerary is sent. No manual intervention is required.
ManualPre-arrival instructions must be sent manually by a coordinator. This is the default setting.

Additional Settings​

SettingDescription
TemplateSelect the pre-arrival template to use for this event.
Send TimingFor automatic mode: how many days before the caregiver's arrival date to send (e.g., 3 days before).
CC RecipientsAdditional email addresses to CC on all pre-arrival communications (e.g., the on-site team lead).
Reply-To AddressThe email address caregivers should reply to with questions. Defaults to the travel coordinator.
info

In Automatic mode, the system checks daily for caregivers whose arrival date is within the configured send timing window. If a caregiver's arrival date is already within the window when automatic mode is enabled, the instructions are sent on the next check.

Sending Pre-Arrival Instructions​

Manual Sending (Individual)​

  1. Navigate to the event's Travel > Pre-Arrival section.
  2. Find the caregiver in the list (use search or the Not Sent filter).
  3. Click Send next to the caregiver's name.
  4. A preview modal shows the instruction content with merge fields resolved.
  5. Review the preview and click Confirm Send.

Manual Sending (Bulk)​

  1. Navigate to the event's Travel > Pre-Arrival section.
  2. Filter to show caregivers who have not yet received instructions.
  3. Select caregivers using checkboxes or Select All.
  4. Click Send Pre-Arrival in the bulk action bar.
  5. Review the count in the confirmation dialog and click Confirm.

Resending Instructions​

If instructions need to be resent (e.g., the caregiver lost the email, or the template was updated):

  1. Find the caregiver in the pre-arrival list.
  2. Click Resend.
  3. The new send is logged separately in the communication history.

Communication Tracking​

Every pre-arrival communication is tracked through a status lifecycle, providing full visibility into delivery and engagement.

Status Lifecycle​

Queued --> Sent --> Delivered --> Opened --> (optional) Bounced / Failed
StatusDescription
QueuedThe instruction email is in the outbound queue, waiting to be sent by the email service.
SentThe email has been handed off to the email delivery service.
DeliveredThe email was successfully delivered to the caregiver's inbox.
OpenedThe caregiver opened the email (tracked via read receipt/pixel).
BouncedThe email bounced due to an invalid email address or full mailbox.
FailedThe email failed to send due to a system error.

Viewing Communication Status​

  1. Navigate to the event's Travel > Pre-Arrival section.
  2. The caregiver list shows the current communication status for each person.
  3. Click a caregiver's name to see the full communication history, including:
    • Each send event with date, time, and status.
    • The template and content that was sent.
    • The email address used.
    • Delivery and open timestamps.

Communication Dashboard Metrics​

At the top of the Pre-Arrival section, summary metrics show:

MetricDescription
Total CaregiversThe number of caregivers requiring pre-arrival instructions for this event.
SentThe number of caregivers who have been sent instructions.
DeliveredThe number confirmed delivered.
OpenedThe number who have opened the instructions.
Bounced / FailedThe number of failed deliveries requiring attention.
Not SentThe number of caregivers who have not yet been sent instructions.
caution

A Bounced status means the caregiver did not receive the instructions. Verify their email address, correct it if needed, and resend.

Troubleshooting​

IssueResolution
Caregiver did not receive instructionsCheck the communication status. If Bounced, verify and update the email address. If Delivered but caregiver cannot find it, ask them to check spam/junk folders. Resend if needed.
Merge fields showing as raw textThe template may have a syntax error in the merge field. Edit the template and verify each field uses the correct {{FieldName}} syntax.
Automatic sending not triggeringVerify the event's pre-arrival settings: ensure Automatic mode is enabled, the template is selected, and the send timing is configured. Check that caregivers have an arrival date set.
Wrong template content sentPre-arrival uses the template content at the time of sending. If the template was recently updated, only future sends will use the new content. Previously sent instructions are not affected.

Next Steps​