Attendee Messages
Organizer Guide
2 min read
Help articles may not be fully accurate — they can lag behind the app due to frequent updates and automated translation. If in doubt, please contact support.
On this page
- 1. What you can do here
- 2. When the channel is open
- 3. Sending limits
- 4. Good to know
- 5. Troubleshooting
- 6. Related
A direct, private channel between you and each attendee — for pre-event questions (access, dietary needs, travel) that do not belong in a public review or a support ticket.
What you can do here
- A two-pane inbox: the conversation list on the left, the open thread on the right, so you never leave the page to read or reply.
- Search conversations by attendee name, email, phone or booking reference.
- New message to any confirmed or approved attendee, whether or not you have messaged them before.
- Switch the whole channel on or off for the event with a single toggle.
When the channel is open
- Messaging opens 90 days before the event — a booking made a year out does not get a live channel for eleven months of silence.
- It closes the moment the event ends (or is marked Completed/Cancelled), with no grace period afterwards.
- Once closed, the full history stays visible to both sides — only sending is disabled. The thread never disappears.
- Turning the channel off yourself closes it immediately, ahead of any date rule.
Sending limits
- Attendees are limited to 10 messages per hour on a given event, to stop one person’s thread from flooding your inbox.
- There is no equivalent cap on your replies as the organizer.
Good to know
- Guest checkouts (no account) have nobody to open a thread with — they are counted and noted in the attendee picker rather than silently missing.
- Only team members with the Reply to Messages permission (or full event-edit access) can open this page — box office staff can be granted messaging without also being able to change the event.
- The picker shows the name printed on the attendee’s order next to their account name whenever the two differ, since the order name is the one you likely recognise.
Troubleshooting
- Can’t reply to a thread — the event has ended, been cancelled, or the channel was switched off; the read-only notice on the thread explains which.
- An attendee is missing from the picker — only confirmed/approved bookings with a linked account are listed; a guest checkout or a still-pending order will not appear.
- Attendee says their message did not send — check whether they have hit the 10-messages-per-hour limit on this event.