Identify Automation Failures and Successfully Resolve Deliveries
Sometimes, a Harmony event might not be generated for a specific booking. This happens because the booking and its data must meet all the requirements defined in the configured solution. If any of them don't match, the event isn't created. To help you, here's a checklist and best practices to help you identify and resolve the issue.
Key Definitions
Event: a scheduled action that Harmony automatically executes based on the established configuration.
Harmony: a platform that allows you to configure and automate email deliveries related to bookings.
Tags: labels that allow filtering and segmenting bookings, accommodations, owners, or portals in a solution.
Template: a model that combines predefined text with elements that can be modified and filled in.
Checklist
Booking Status
Is the booking in one of the statuses configured for that solution?
Dates
Does the booking date match the date range defined in the solution?
Language and Template
The assigned template must be available in the client's language.
Example: if the client speaks Italian, the template must have an Italian version configured.
Configured Tags
Do the booking, accommodation, owner, and portal meet all the tags defined in the solution?
If all tags are met, the event is created.
If any are missing, the event is not generated.
Bookings from Non-Compatible Portals
Muchosol: not compatible with Harmony; messages must be sent manually from the booking in the VRMS.
Cross selling: also not compatible; delivery must be done manually.
Best Practices
Before activating a new solution in Harmony, test with fictitious bookings to confirm its correct operation.
Use the status check page to review solution deliveries and resend any that have failed.
Internally document which booking statuses, dates, and tags you have configured: this makes it easier to detect failures.
Harmony only schedules an automated delivery when the configuration and booking data exactly meet the established criteria.
Knowing these checks and applying best practices will allow you to quickly identify the cause of a failure and maintain efficient control of notifications.
Frequently Asked Questions
What happens if the client has a language for which there is no template in Harmony?
What happens if the client has a language for which there is no template in Harmony?
The system does not generate the event. You must create the template version in that language or send the message manually.
Is it possible to use a single template for all languages in Harmony?
Is it possible to use a single template for all languages in Harmony?
No. Each language requires its own template version.
Do additional tags not configured in the solution affect the creation of the event?
Do additional tags not configured in the solution affect the creation of the event?
No. As long as the booking meets the defined tags, the event will be generated, even if there are extra tags.
Is Harmony compatible with all booking portals?
Is Harmony compatible with all booking portals?
No. Currently, it does not work with bookings from Muchosol or Cross selling; those deliveries must be done manually.
What should I do if I checked all the points and the event still isn't created in Harmony?
What should I do if I checked all the points and the event still isn't created in Harmony?
You should contact Avantio's Customer Experience team and provide the booking number and configured solution for them to review the issue.