Overview
Duve's legacy guest emails (Confirmation Email, Pre-Check-In emails, Arrival Info messages, and Pre-Check-Out email) were built before the Scheduled Messages platform existed. Scheduled Messages is now the standard way to communicate with guests at every stage of the journey, so for most accounts those legacy options are no longer in use.
Until now, the legacy settings sections and their action shortcuts stayed visible in Front Desk and Settings even when the emails themselves were turned off, which added clutter and made it easy to confuse a legacy option with your active Scheduled Messages setup.
With this change, Duve hides the legacy email sections and shortcuts for accounts that are not using them. Each of the four legacy emails is treated independently, so hiding one does not affect the others. Nothing is deleted, no guest-facing message changes, and your Scheduled Messages setup is untouched.
The four legacy emails covered are:
- Confirmation Email
- Pre-Check-In emails (the "Check-in Emails" section)
- Arrival Info messages (Email, SMS, and WhatsApp arrival channels)
- Pre-Check-Out email (the "Check-out email" part of the Basic check-out settings)
Quick navigation:
- Applies to
- Use cases
- Before you start
- How it works
- Restrictions and limitations
- Tips and tricks
- FAQs
- Related article
Applies to
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Use cases
- You moved to Scheduled Messages a while ago and turned the legacy emails off, but your team still sees shortcuts such as "Send pre-check-in now" next to live Scheduled Messages actions. Those shortcuts now disappear, so there is no ambiguity about which system sends what.
- Your Settings page lists messaging sections you never open. The sections for the legacy emails you do not use are removed from the side navigation, leaving a shorter and more relevant Settings list.
- You are a new Duve customer onboarded directly onto Scheduled Messages. You never see the legacy email settings or shortcuts at all.
- You still use one legacy email (for example, the Confirmation Email) but not the others. Only the unused ones are hidden, and the one you use keeps working exactly as before.
Before you start
- There is nothing to install, enable, or configure. The change is applied for you.
- No action is required from your team, and there are no guest-facing behavior changes.
- If you currently rely on a legacy email, keep it enabled. An email that is active stays fully visible and keeps sending.
How it works
What determines whether a legacy email is hidden
- Each legacy email has its own independent on/off state in your account. Hiding is decided per email.
- For accounts created after the release, all four legacy emails are hidden from the moment the account is created.
- For accounts that existed before the release, a one-time update hid each legacy email that was inactive at that moment:
- Confirmation Email: hidden if the confirmation email was not enabled.
- Pre-Check-In: hidden if pre-check-in emails were not enabled.
- Pre-Check-Out: hidden if check-out emails were not enabled.
- Arrival Info: hidden only if all three arrival channels (Email, SMS, and WhatsApp) were off. If any one of them was on, the Arrival Info section and the arrival shortcuts stay visible.
- Exception for Pre-Check-In: if an active brand on your account overrides pre-check-in emails and keeps them on, pre-check-in stays visible for that account even if the account-level toggle is off.
- Once an email is hidden, turning its toggle back on is not possible from the interface, because the section that holds the toggle is hidden. See the FAQs below for how to get it back.
What is hidden on the Reservation screen
When a legacy email is hidden for your account, these shortcuts no longer appear on the Reservation screen:
- "Send confirmation email"
- "Send pre-check-in now"
- The "Send arrival message" menu, including its per-channel options (Send via Email, Send via SMS, Send via Email & SMS, Send via WhatsApp)
- "Send pre-checkout now"
The "Don't send Pre Check-In email" and "Don't send arrival emails" switches and the rest of the reservation fields (guest counts, contact information, estimated check-in time, and so on) are unchanged. The pre-check-out "don't send" switch also stays in place.
What is hidden in the Task Manager
In the Task Manager actions menu (the lightning menu), on both desktop and mobile:
- "Send pre-check-in now" is removed when pre-check-in is hidden.
- The "Send arrival message" heading and all of its channel options are removed when arrival is hidden.
- The pre-check-out send action is removed when pre-check-out is hidden.
- The inline send buttons in the pre-check-in and pre-check-out columns follow the same rule.
- Other actions in the menu, such as "Start chat", "Release codes", and "Open guest link to...", are not affected, and the menu does not leave empty dividers behind where an item was removed.
In the Task Manager Calendar view, the "Pre-check-in email" quick action in the reservation popup is also removed when pre-check-in is hidden.
What is hidden in Settings
- Confirmation Email: the whole "Confirmation Email" section is removed from the Settings side navigation.
- Check-in Emails: the "Check-in Emails" section is hidden on the account Settings page and on Brand settings pages.
- Arrival Info: the whole "Arrival Info" section is removed from the Settings side navigation.
- Check-out email: the "Check-out email" block inside the Basic check-out settings is hidden, together with its Preview button.
- If you open a hidden section through a saved bookmark or a direct link, Duve redirects you to the General settings tab instead of showing an error.
- Brand pages follow the account-level state. A single brand cannot hide or show a legacy email on its own.
Restrictions and limitations
- Hiding is decided at the account level, not per user, per property, or per reservation.
- You cannot hide or unhide a legacy email yourself from Settings. The setting is protected and is ignored if it is sent through the API, so a Settings save cannot change it.
- Accounts that still have a legacy email active are not affected for that email. Nothing is hidden while the email is in use.
- Arrival Info is all or nothing across its three channels. As long as Email, SMS, or WhatsApp arrival is on, nothing about arrival is hidden.
- Hiding affects the interface only. No templates, settings values, or historical sends are deleted, and the Scheduled Messages platform is not changed in any way.
Tips and tricks
- If a teammate reports that a shortcut such as "Send pre-check-in now" has disappeared, check whether the matching legacy email was already turned off for your account. That is the expected behavior, and the equivalent communication should be set up in Scheduled Messages.
- Use this as a prompt to confirm your Scheduled Messages cover every stage you care about: booking confirmation, pre-arrival, arrival details, and pre-departure.
- Train new team members on Scheduled Messages only. They will not encounter the legacy screens at all.
FAQs
Q: Did this change stop any emails from being sent to my guests?
A: No. Nothing guest-facing changed. Only sections and shortcuts that belonged to legacy emails you had already turned off were removed from the interface.
Q: Why can I still see the Confirmation Email section but not the Check-in Emails section?
A: Each legacy email is evaluated on its own. A section stays visible if that specific email was active for your account, and is hidden if it was not.
Q: My Arrival Info section is still there even though arrival emails are off. Why?
A: Arrival Info is hidden only when all three arrival channels are off. If arrival SMS or arrival WhatsApp is still on, the section and the "Send arrival message" menu remain available.
Q: I want to start using a legacy email again. How do I get the section back?
A: You cannot restore it from Settings, because the setting is protected from interface and API changes. Contact Duve Support and ask to have that legacy message unhidden for your account. Before you do, consider whether a scheduled message can cover the same need, since Scheduled Messages is the supported path going forward.
Q: I am a new Duve customer. Why do I not see any of these sections?
A: Accounts created after this release start with all four legacy emails hidden, so you work with Scheduled Messages from day one.
Q: Does this affect my brands differently from my main account?
A: No. Brand settings pages follow the account-level state, so a brand shows or hides the same legacy sections as the account it belongs to.
Q: I bookmarked the Confirmation Email settings page, and it now opens the General tab. Is something broken?
A: No. Links to a hidden section redirect to the General settings tab on purpose, so you do not land on an empty or broken page.
Q: Will the legacy emails be removed completely at some point?
A: Hiding the interface is the first phase. Removing the underlying functionality is planned for a later phase, once accounts still using legacy emails have moved to Scheduled Messages. Duve will communicate separately before anything is removed.
Q: Does any of this change my Scheduled Messages?
A: No. Scheduled Messages, its templates, and its sending logic are untouched.
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