SOP | Troubleshooting::Wedding Dashboard

Troubleshooting – Wedding Dashboard

Standard Operating Procedures

This SOP walks through how to locate and troubleshoot Destify Dashboard accounts, including identifying accounts linked (or not linked) to a room. It also covers managing the Wedding Dashboard's core features — the Guest List, messaging guests, sending Save the Dates, and troubleshooting RSVP issues across both V1 and V2 of the Guest List.

Owner: Client Experience

Last Updated: 02-28-26

Field	Details
Applies To	TBS: Login Issues, TBS: Website Issues, TBS: Guest List, TBS: Messaging Guests, TBS: RSVP, TBS: General Request, TBS: Website Edits
When to Use	This SOP walks through how to locate and troubleshoot Destify Dashboard accounts, including identifying accounts linked (or not linked) to a room. It also covers managing the Wedding Dashboard's core features — the Guest List, messaging guests, sending Save the Dates, and troubleshooting RSVP issues across both V1 and V2 of the Guest List.
Tools	ZapAgents CRM, HubSpot, Destify Admin
Category	Troubleshooting
Team	Client Services

What’s Covered

1. Overview

2. How to Locate a Destify Dashboard Account

2.1 How to log in to ZapAgents CRM

2.2 How to log in to Destify Admin

2.3 Identifying the Account(s) Linked to a Room

2.4 Finding the Account(s) Not Linked to a Room

3. Wedding Dashboard – Guest List

3.1 Guest List Overview

3.2 Reviewing a Guest List

3.3 Creating the Guest List

3.4 Managing the Guest List

3.5 Requesting Missing Info

3.6 Importing or Exporting the Guest List

3.7 Sending Save the Dates (from Guest List)

4. Wedding Dashboard – Message Guests

4.1 Impersonating the Wedding Couple’s Account

4.2 Messaging Guests from the Guest List

4.3 Messaging Guests from the Message Guests Tab

4.5 RSVP Questionnaire

5. Wedding Dashboard – Save the Dates

5.1 Sending the Save the Date

5.2 Save the Date Names/Association Labels in HubSpot

6. Troubleshooting – RSVPs

6.1 Log-in to Wedding Couple’s Account

6.2 Guest List Version 1 vs Version 2

6.3 Troubleshooting Guest List V1 RSVP Issues

6.4 How to Find the CRM Room ID

6.5 Guest List V1 RSVP – Guest-Facing Side

6.6 Guest List V2 RSVP – Guest-Facing Side

6.7 If a Guest is Not in the Guest List

1. Overview

This SOP serves as a comprehensive reference guide for the Client Experience team when troubleshooting issues related to the Destify Wedding Dashboard. It is designed to help agents quickly diagnose and resolve common problems couples and guests encounter, ensuring a smooth and consistent support experience.

Use this SOP when:

A couple or guest is experiencing login issues or cannot access their dashboard
You need to locate, verify, or create a client account in Destify Admin or ZapAgents CRM
A couple needs help setting up, editing, importing, or managing their Guest List
There are issues with sending Save the Dates or messages to guests
A guest is having trouble submitting an RSVP, or the couple reports incorrect RSVP/booking statuses
You need to troubleshoot differences between Guest List Version 1 and Version 2

2. How to Locate a Destify Dashboard Account

These two steps help you answer the fundamental question behind most wedding dashboard issues: Does this guest have an account, and is it properly tied to their booking?

Many dashboard problems — like a guest not seeing their trip details, room info, or group — stem from either a missing account or a broken link between the account and the room. By working through 1.3 first and then 1.4 if needed, you systematically narrow down the root cause before attempting any fixes.

2.1 How to log in to ZapAgents CRM

Step 1: Open your browser or a new tab.
Step 2: Use the link https://zapagents.com/index.php?module=Home&action=index
Step 3: Use your LastPass to log in to ZapAgents CRM.

💡 Reminder

ZapAgents CRM will help you find an account associated with a user’s room. ZapAgents CRM also houses the Manual Account Creation Link, as well as the Log In link for easy access to provide guests with.

2.2 How to log in to Destify Admin

Step 1: Open your browser or a new tab.
Step 2: Use the link https://www.destifyadmin.destify.com/dashboards/home
Step 3: Use your LastPass to log in to Destify Admin.

💡 Reminder

Destify Admin is essential for finding a client’s account as well as impersonating.

2.3 Identifying the Account(s) Linked to a Room

Step 1: Make sure you are logged in to ZapAgents CRM.
Step 2: Find the CRM room of the guest that you need to confirm the account for.

This is either linked in the ticket or can be found within their contact in HubSpot. You can also search for their room within the Group page of the wedding they are associated with in HubSpot. If it is not found, try copying and pasting their email in the search bar in ZapAgents CRM. If a room does not pull up, they may not be booked with us. If they are not booked, they may still have an account created.

Step 3: Once you have found the room in the CRM, confirm if the room is linked to an account via the Destify Web App Section. If the room is linked to an account, it will always have an email attached to the section highlighted.

💡 Reminder

This can be found directly above the Traveler information. Tip: If an account is not linked to the room then this section will not exist or look empty.

Step 4: The email addresses in this section are the primary accounts linked to this booking.

2.4 Finding the Account(s) Not Linked to a Room

For locating an account not linked to a room, you can search via email, full name, or phone number.

Step 1: Start with the email address and copy the email of the user reaching out.
Step 2: Log in to Destify Admin.
Step 3: Once logged in to Destify Admin, click on the Client Accounts module in the left hand side.
Step 4: Once in the Client Accounts module, find the email field and paste the user’s email.
Step 5: If the email does not pull up an account, try again with the user’s phone number if available in HubSpot.
Step 6: Paste it in the Phone Number field in Destify Admin to see if any results are found.
Step 7: If no results are found, try using the full name of the contact with their first and last name.
Step 8: If multiple results are found, confirm which account matches their email, phone number, name, group, or room. If it cannot be discerned, confirm with the user via email if they have created an account.
Step 9: If they have not created an account yet, send them a Manual Account Creation Link from within their booking in the CRM.

⚠️ Important Note

If GLs request to be added as a Room Manager to one or more guest reservations, written approval from the current Room Manager is required before proceeding.

3. Wedding Dashboard – Guest List

3.1 Guest List Overview

The Guest Dashboard offers a variety of features to help manage the couple’s wedding. In addition to the ability to edit and customize their wedding website, as well as the ability to manage their room reservation, they also have access to the Guest List.

From the Guest List, couples will be able to create their own RSVP list, view RSVP responses/room bookings, as well as send out electronic save the dates, message guests directly, and create a questionnaire that will show up in the RSVP form for their guests to fill out.

3.2 Reviewing a Guest List

Impersonating the Wedding Couple’s Account

Step 1: Follow the Troubleshooting: How to Locate a Destify Dashboard Account.
Step 2: Once the wedding couple’s account has been identified, go to Destify Admin.
Step 3: Click on Client Accounts in the left hand side panel in Destify Admin.
Step 4: From there, search the user’s account in the email field.
Step 5: Once you have found the wedding couple’s account, click on the Action button on the far right.
Step 6: In the drop down menu of the Action button, select Impersonate.
Step 7: A pop up window will appear that says “User Impersonation: Link expires after 15 minutes”. Click on “Click here to open a new window”. If the next window just opens another login page, simply close the window and then click on the button highlighted above again.
Step 8: Once you are in and impersonating the wedding couple’s dashboard, select the Guest List.

3.3 Creating the Guest List

Create the Guest List

Step 1: First click on “Add Guest”.
Step 2: From there, a pop up window will prompt the GL to enter all necessary guest information.

⚠️ Important Note

If the GL does not know the RSVP response for the guest they are adding, they should select “No Response”. Please note that the number of attendees entered here will be in addition to the guest being added. Ex: Bob Bobson has been added with +2 Adults. This will equal 3 total guests in the list.

Step 3: Once the necessary information has been filled out, click “Add Guest” at the bottom.

💡 Reminder

To ensure consistency between the RSVP responses and the room booking details, the GL should use the guests’ full names instead of nicknames when entering their information.

Step 4: After the guest has been saved, the GL will then be able to view their RSVP info and booking status.

3.4 Managing the Guest List

Edit the Guest List

Step 1: To edit a guest, the GL can click on the pencil icon.
Step 2: From there, the GL can update the guest’s names, contact info, guest count, RSVP response, as well as their booking status.

💡 Reminder

In the “Booked Room” drop down, the GL can select “Booked Elsewhere” for any guests that booked outside of the Destify wedding website.

Step 3: Couples can delete guests via the trash can icon.
Step 4: Couples can individually message guests in the list through the mail icon.

Merging Guests

If there are multiple or duplicate RSVPs, the GL can merge them into one. For example, if two spouses submit separate RSVPs, they can “Merge” them which deletes one of the submissions while keeping the other.

Step 1: The GL would click on the checkbox next to one of the guests they wish to “Merge”.
Step 2: Click “Bulk Actions” in the top left and select merge.
Step 3: The GL will select the guest they wish to merge them under and click “Merge Guest”.

⚠️ Important Note

Please note that the first guest selected will merge into the second guest selected. So it is good to note which submission they would like to keep and which one they would like to remove.

Deleting Guests

Step 1: To delete a guest, the GL will click the trash icon next to their guest’s name. To delete multiple guests at once, select the checkboxes next to each guest and then use the “Bulk Actions” dropdown menu to delete them.

⚠️ Important Note

Guests who have booked a room cannot be deleted and will need to be adjusted to “Not Booked” in order to do so.

3.5 Requesting Missing Info

Requesting missing info prompts guests to provide essential contact details, like their email and phone number. This helps couples send Save the Dates and messages more effectively, and allows Destify to send booking reminders to guests who have RSVP’d but not yet booked.

⚠️ Important Note

This can only be sent via email and cannot use texting.

3.6 Importing or Exporting the Guest List

If the couple has already created their guest list through a spreadsheet, they can use the “Add Guest” drop down button in the top right corner and then select “Upload Spreadsheet”.

Step 1: To successfully import the guest list, it will need to meet specific requirements to avoid any errors.
Step 2: Once the spreadsheet has met all requirements, click “Upload Guest List” and the GL is ready to proceed with uploading the file from their device, or by dragging and dropping it into the greyed out area.

3.7 Sending Save the Dates (from Guest List)

Once the guest list is created, the GL can send out Save the Dates. These emails will include a welcome message and a link to their Destify wedding website.

Step 1: Simply click the checkbox next to the guests intended to receive the invitation. To select all guests at once, use the checkbox in the top left corner.
Step 2: Click “Bulk Actions” and select Re-send Save the Date.
Step 3: Once the save date has been sent out, the GL will then be notified.

💡 Reminder

For more details on Save the Dates, see Section 4: Save the Dates in this document.

4. Wedding Dashboard – Message Guests

4.1 Impersonating the Wedding Couple’s Account

Step 1: Follow the Troubleshooting: How to Locate a Destify Dashboard Account (Section 1).
Step 2: Once the wedding couple’s account has been identified, go to Destify Admin.
Step 3: Click on Client Accounts in the left hand side panel in Destify Admin.
Step 4: From there, search the user’s account in the email field.
Step 5: Once you have found the wedding couple’s account, click on the Action button on the far right.
Step 6: In the drop down menu of the Action button, select Impersonate.
Step 7: A pop up window will appear. Click on “Click here to open a new window”.

💡 Reminder

If the next window just opens another login page, simply close the window and then click on the button highlighted above again.

Step 8: Once you are in and impersonating the wedding couple’s dashboard, select the Guest List.

4.2 Messaging Guests from the Guest List

In the guest list section of the dashboard, couples have the ability to send messages and updates to their guests. To send a personalized message, GLs can do so either by selecting an individual guest, groups of guests, or their entire guest list.

Workflow

Step 1: To send a message to one guest, simply click on the mail icon next to their information.
Step 2: To send a message to multiple guests, click the checkbox next to their names and then click Send Message within the “Bulk Actions” drop down menu.

4.3 Messaging Guests from the Message Guests Tab

The Message Guests section in the dashboard is the most optimal way to send out messages to guests in mass.

⚠️ Important Note

These messages can ONLY be sent out via email and cannot be delivered via text.

Step 1: From the homepage of the Wedding Dashboard, click on the My Wedding tab in the navigation bar at the top and select Message Guests in the drop down.
Step 2: From the Message Guests Page, couples can select categories of who they would like to receive the message:

All Guests – The entire guest list
RSVPs – Guests that have answered “Yes”
No Response Yet – Guests that have been added but have not RSVP’d
Not Booked Yet – Guests that have not yet booked their room

Step 3: Couples can also select individual guests within the Send To field.
Step 4: The couple can then select each name in their guest list.

💡 Reminder

Guests must be added to the guest list with an email in order to find them.

Step 5: Select the intended recipients.
Step 6: If a couple needs to remove any of the guests that they have selected, they simply click on the “x” next to their name.
Step 7: After the recipients have been selected, the couple can then fill out the Message field.
Step 8: Once the intended message has been filled out, click on Send Message.

4.5 RSVP Questionnaire

The RSVP Questionnaire lets Group Leaders (GL) customize the RSVP form to collect additional information from guests, such as meal preferences, allergies, dietary restrictions, excursion or event RSVPs, and even reception song requests.

Workflow

Step 1: Select RSVP Questionnaire in the “My Wedding” menu.
Step 2: Select “Add Another Question”.
Step 3: Couples can select between using a Short Answer or Multiple Choice Answer question.

⚠️ Important Note

Currently multiple choice questions do not allow for guests to answer for their plus ones. In the likely event that the couple needs an answer for each plus one, it is recommended that they use the Short Answer option so that the guest can enter each plus one’s response accordingly.

Step 4: Once the question has been added and the format selected, click “Save Questions”. The couple can add more than one question to the RSVP form through the same method.

⚠️ Important Note

RSVP responses and questionnaires can be answered and updated at any time by the guest. All they need to do is return to the couple’s wedding website and resubmit their response via the RSVP form and it will update in the Guest List for the couple.

5. Wedding Dashboard – Save the Dates

5.1 Sending the Save the Date

The names in the Save the Date are directly impacted by the Group Leader + Spouse 1 and Spouse 2 association labels in HubSpot. Both spouse contacts in HubSpot must be labeled accordingly in order to be listed correctly in the Save the Date.

💡 Reminder

Example: John Doe must be listed as Group Leader and Spouse 1. Jane Doe must be listed as Spouse 2. Or vice versa depending on the order the couple wants names displayed on the save the date.

Step 1: First, click on the “My Wedding” tab at the top, followed by “Send Save the Date” in the drop down menu.
Step 2: From there, the GL will have the option to select the template of their choosing.

💡 Reminder

There are currently 19 different template options available. These can be provided to the couple via the GS - CS - Wedding Website Theme Examples snippet.

Step 3: Once the couple has selected the template, they can select which guest(s) they would like to send it out to. They have the option to send it out to their entire guest list, or individual guests instead via the drop down menu.

⚠️ Important Note

The GL will need to upload their Guest List prior to sending out Save the Dates, and only guests with an email address can be selected to receive the Save the Date.

Step 4: After selecting the guests the GL would like to send it to, they can click “Send Now” at the bottom.
Step 5: And they’re done! Once the Save the Dates have been sent out, they can return to the Guest List.

⚠️ Important Note

The GL can resend the Save the Date to any guests, or newly added guests at any time. If a guest does not receive the invitation, it is requested that they check their spam/junk folder. If they still did not receive it, send it on their behalf. In the unlikely event that the Save the Date was not received in inbox or junk/spam folder, check the free email address validator tool to ensure that the email entered is deliverable.

5.2 Save the Date Names/Association Labels in HubSpot

Adding the Association Labels in HubSpot

Step 1: Find the contact missing the association label in the Contact section on the far right in the Group page of HubSpot.
Step 2: Select the correct contact and select the ellipses (3 dots).
Step 3: Select “Edit Association Labels”.
Step 4: A new pop up will appear that will allow you to add the “Group Leader”, “Spouse 1”, and “Spouse 2” association labels by searching within the drop down.

⚠️ Important Note

The association label you are trying to add cannot be added if it is already taken by another contact in the group.

Deleting the Association Labels in HubSpot

Workflow

Step 1: Find the contact missing the association label in the Contact section on the far right in the Group page of HubSpot.
Step 2: Select the correct contact and select the ellipses (3 dots).
Step 3: Select “Edit Association Labels”.
Step 4: A new pop up will appear that will allow you to add the “Group Leader”, “Spouse 1”, and “Spouse 2” association labels by searching within the drop down.
Step 5: Select the “X” to have that association label removed from the contact.

Changing the Association Labels Between Contacts in HubSpot

Workflow

Step 1: Go to the Group’s page in HubSpot.
Step 2: Find the contacts listed in the Contacts section on the far right hand side.
Step 3: Identify which Contact(s) need to be updated.
Step 4: Click on the ellipses (3 dots).
Step 5: Select “Edit Association Labels”.
Step 6: Remove the existing Group Leader and Spouse 1 association labels by clicking on the “X”.
Step 7: Select the correct association label (e.g., “Spouse 2”).

⚠️ Important Note

The association label you are trying to add to the contact cannot be currently assigned to another contact in the group, or else you will not be able to assign that association label to it.

6. Troubleshooting – RSVPs

6.1 Log-in to Wedding Couple’s Account

Step 1: Open your browser or a new tab.
Step 2: Use the link https://destifyadmin.destify.com/dashboards/home
Step 3: Log in using your LastPass.
Step 4: Follow the Troubleshooting: How to Locate a Destify Dashboard Account (Section 1).
Steps 5–11: Follow the standard impersonation steps (see Section 1 and Section 2) through selecting the Guest List on the dashboard.

6.2 Guest List Version 1 vs Version 2

Guest List Version 1: Our previous version of the Guest List and the RSVP section(s) in the dashboard. We have since moved away from Version 1 to the updated Version 2. Some couples who have been with us since before 2025 are still using Version 1. Guest List V1 includes an RSVP page, whereas V2 does not.
Guest List Version 2: Our newest version that all new couples use. This version allows for more features and management tools that Guest List V1 does not offer. For more information, reference Section 2: Wedding Dashboard – Guest List.

6.3 Troubleshooting Guest List V1 RSVP Issues

The primary issue faced with Guest List V1 is the booking status in the RSVP list not reflecting the correct booking status. Reasons for this include:

If the guest submits their RSVP after they booked their room
If the email address does not match the email address listed on their booking
If the name(s) entered in the RSVP do not match the name(s) on the booking

How to Fix the Booking Status in the V1 RSVP List to “Booked”

Step 1: Log in to Admin.
Step 2: Click on the Group Leader module on the left hand panel.
Step 3: Search the group leader’s dashboard account email in the Email field.
Step 4: Once the GL’s account shows up, select the Action drop down and click on Manage.

⚠️ Important Note

If the GL’s account does not show up, follow the steps in “Group Leader Account Not Showing Up In Group Leader Module” below.

Step 5: Click on RSVP in the bar at the top.
Step 6: Find the name of the guest that you need to update the booking status to “Booked” for.
Step 7: Click on the Actions button on the row with the guest’s name and select Edit Row.
Step 8: Enter the CRM Room ID in the CRM Room ID field (see “How to Find the CRM Room ID” below).
Step 9: Click Save.

Group Leader Account Not Showing Up In Group Leader Module

If the GL’s email does not populate after searching in the Group Leader module in Admin, this likely means that their account is not designated as the primary GL account in Admin.

Step 1: Click on the Manual GL Association drop down.
Step 2: Enter the account email in the email field.
Step 3: Enter the CRM Group ID in the CRM Group ID field.

💡 Reminder

To find the CRM Group ID, highlight the alphanumerical digits in the group’s page in HubSpot within the Livebooking URL link. Copy this link and paste it into the CRM Group ID field.

Step 4: Once the Email and CRM Group ID has been added, click Update in the bottom right hand corner.

6.4 How to Find the CRM Room ID

The CRM Room ID can be found in multiple ways: within the Contacts section in the Rooms/Contact tab of the group page in HubSpot; within the Room itself in HubSpot; within the Contact of the booked guest in HubSpot; in the address bar in the CRM Room; or in the HubSpot Ticket if added or available.

Finding the CRM Room ID in Rooms/Contact Tab

Step 1: From the group in HubSpot, click on the Rooms/Contacts tab at the top.
Step 2: Find or Search the name of one of the booked guests in the room in the Contacts section.
Step 3: Scroll to the right if needed to locate the CRM Room ID.

Finding the CRM Room ID in the Room in HubSpot

Step 1: From the group in HubSpot, click on the Rooms/Contacts tab at the top.
Step 2: Find or search the name of the booked room in the Rooms section.
Step 3: Click on the Name of the room.
Step 4: On the left hand side, find the CRM Link and highlight the CRM Room ID from that link.
Step 5: Copy the alphanumerical digits past the “=” sign.

Finding the CRM Room ID in the Contact in HubSpot

Step 1: Go to the guest’s Contact page in HubSpot.
Step 2: Find the CRM Room ID field and highlight the alphanumerical digits.

Finding the CRM Room ID in the CRM Room

Step 1: In the Room CRM, go to the address bar at the very top and highlight the alphanumerical digits past the “=” sign.

💡 Reminder

If the URL in the address bar has more digits or letters after the CRM Room ID, you will need to carefully highlight from within that URL so that only the CRM Room ID is selected.

Finding the CRM Room ID in the HubSpot Ticket

Step 1: On the right hand side of the ticket, you will find the property CRM Room Link.
Step 2: Highlight the alphanumerical digits past the “=” sign.

6.5 Guest List V1 RSVP – Guest-Facing Side

Below is what the Guest List V1 RSVP form looks like. Guests can only enter: Full Name, Phone Number, Email Address, RSVP Response, and Total Guest Count.

6.6 Guest List V2 RSVP – Guest-Facing Side

Step 1: Once the First and Last Names are filled out, they will have the option to select their name.
Step 2: Once they have selected their name, they will be able to fill out the RSVP form: RSVP response, Phone number, Email address, Plus One name(s), and RSVP Questionnaire (if added).
Step 3: Once filled out, click Send RSVP.

💡 Reminder

Guests can return to the wedding website at any time and re-submit their RSVP response, RSVP question answers, plus one name, and edit their email and phone number.

6.7 If a Guest is Not in the Guest List

If a guest is not already added to the guest list by the wedding couple, they can still submit an RSVP. They will just receive a message before they can proceed.

Step 1: A message will appear informing the guest that the couple may not have uploaded their guest list, but to try again with another name and if it doesn’t work, they can still proceed.
Step 2: The guest adds their name again to the First Name and Last Name fields and click Continue.
Step 3: The RSVP form will populate for them to proceed as normal.