Why this happens
Email threads are automatically associated with a booking based on the context in which the conversation is first created.
If an email is started from the Contact view, the system will attach it to the first matching booking found for that contact.
If an email is started directly from a Booking, the thread will remain linked to that specific booking.
Once this initial association is made, it does not automatically change, even if the guest has multiple bookings or a more relevant booking is created later.
How to fix the booking association
If an email is linked to the wrong booking, you can manually update it:
From the Mail view:
Open the email thread
Click the current booking in the right-hand navigation
Reassign the email thread to that booking
From the Booking view:
Open the correct booking
Go to the Email tab
Click the current booking in the right-hand navigation
Reassign the email thread to that booking
Important behaviour to note:
Messages from external platforms (e.g., WeddingPro, The Knot, WeddingWire) are treated as new messages and will not be threaded into existing bookings automatically unless the guest replies directly to the Event Temple email.
The system does not automatically re-evaluate or move email threads between bookings
A booking can still be active, but may not be the one the email was originally attached to
This behaviour is consistent and not configurable
Best Practices for Email Settings
Regularly review and update your email sync settings to align with your workflow.
Avoid using personal email addresses as client contacts to prevent unintended email logging.
Communicate with external clients to ensure they reply directly to your Event Temple emails for seamless thread synchronization.
Other Common Email Sync Issues
Unrelated Personal Emails Attaching to Bookings
This issue occurs when your user profile is also listed as a client contact in Event Temple. The system associates incoming emails for that contact and attaches them to bookings, which can result in unrelated emails being logged. Solution:
Remove your own record as a client contact in Event Temple. This ensures your user account is not treated as a client contact, preventing unrelated emails from being auto-attached to bookings.
Messages from External Platforms Not Syncing
Messages submitted through external portals or forms (e.g., WeddingPro, The Knot, or WeddingWire) are treated as new messages rather than replies. As a result, they won’t appear in the existing booking thread unless the guest replies directly to the original email sent from Event Temple. Solution:
Ensure that guests reply directly to the email you sent from Event Temple to maintain the email thread.
Unrelated Emails Auto-Syncing to Bookings
Unrelated emails may be auto-synced when a user with a connected email account has email sync enabled, and the recipients are saved as contacts on a booking. Event Temple’s email integration auto-logs emails when a recipient matches a contact in the system. Solution:
Open the Email Settings for the user with the connected mailbox.
Select the sync option: “Only emails initiated from Event Temple.”
Enable “Don’t auto-assign” to prevent emails from being automatically attached to bookings.
If necessary, disconnect and re-authorize the mailbox, selecting the above settings during setup.
Ensure that staff members listed as contacts do not have email addresses that match general correspondence you want to exclude.- Messages from external platforms require guests to reply directly to the Event Temple email for proper threading.