Conditional Responses in Confirmation Emails

Conditional Responses let you add custom messaging to your confirmation email based on what a guest or donor purchases. When a transaction includes a matching item or meets a minimum dollar threshold, the corresponding message is automatically appended to the standard confirmation email — so the right people get the right information without any manual follow-up.

Where to Find Conditional Responses

Open your event and go to Communications in the left navigation.
On the Email Communications tab, select Confirmation Email.
Scroll down to the Conditional Responses section on the right side of the panel.

Any rules you have already created will appear here in a table showing the rule name and a preview of its content. To add a new rule, click + Add New Rule in the top-right corner of the Conditional Responses section.

Creating a Rule

Each rule has two parts: the criteria (what triggers it) and the content (what message to send).

Set the Criteria

On the left side of the rule editor, choose one or both of the following:

Purchased Item(s) — Select one or more tickets or items from the dropdown. The dropdown lists every ticket type and item for sale on your event. When a transaction includes any of the selected items, the rule will fire.
Minimum Purchase $ — Enter a dollar amount. The rule fires when the total transaction meets or exceeds this amount. This field is optional; you can use it alone or combine it with a purchased item.

You can use either criterion on its own or combine them — for example, trigger a message only when someone purchases a Sponsor Table and spends at least $5,000.

Write the Message Content

On the right side of the rule editor, use the rich text editor to write the message for this rule. You can format text with bold, italics, lists, and links, and adjust font, size, and color. Use the Insert Merge Text dropdown to pull in personalized details such as the guest's name or purchase information.

This message will be appended to your default confirmation email — it does not replace it. Every buyer still receives the standard confirmation; rule content is added after it.

When you're finished, click Save Rule.

How Rules Are Applied

Rules are applied in the order they appear in the Conditional Responses table. You can drag and drop rows to reorder them at any time.

If any purchased item in a transaction matches a rule, that rule is applied.
All matching rules fire — not just the first one. If a buyer purchases a Sponsor Table and a Sponsor Ticket, they receive both conditional messages.
Matched messages are appended to the default confirmation email in consecutive order, from top to bottom based on your rule ordering.

Editing and Deleting Rules

To change or remove a rule, click Edit next to it in the Conditional Responses table. From the edit view you can update the criteria, update the message content, or delete the rule entirely.

Frequently Asked Questions

Does the conditional message replace the confirmation email?
No. Conditional messages are always appended after your default confirmation email message. Every buyer receives the standard confirmation; rule content is added on to the bottom of it.

Can I create a rule with no purchased item — just a minimum amount?
Yes. Leave the Purchased Item(s) field set to "All Items" and enter only a Minimum Purchase $ value. The rule will apply to any transaction that meets the threshold, regardless of what was purchased.

What if a buyer purchases multiple items that match different rules?
All matching rules fire. Each corresponding message is appended to the confirmation email in the order the rules appear in your table. Reorder the rules to control the sequence.

Can I use Merge Text in a conditional message?
Yes. Use the Insert Merge Text dropdown in the rule editor to add personalized fields like the buyer's name or item details directly into the conditional message.

Do conditional responses work for donation-only transactions?
Yes. Rules apply to any purchase from your event landing page — tickets, items for sale, and donations. Use the Minimum Purchase $ criterion to target donors above a certain giving level.

Need Additional Help?

We're here to assist you in any way we can. Don't hesitate to reach out to support@betterunite.com

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