This release delivers a significant redesign of the campaign view page, giving your team a clearer, more actionable view of every campaign's performance at a glance. The changes described below are available to all customers immediately.

The campaign view page has been redesigned from the ground up. Every campaign you open now leads with a clear performance summary, an expanded set of analytical tabs and a live campaign performance panel, giving you everything you need to understand, evaluate and act on a campaign without leaving the page.

The previous version of this page provided a simplified summary view with limited tab options. The redesigned page replaces that with a full performance dashboard, richer tab navigation and a persistent campaign performance panel on the right-hand side.

Six key metrics are now displayed at the top of every Campaign View page:

A persistent campaign performance panel appears on the right side of the page. This shows total profile count and a breakdown by status, actions done and pending, and can be toggled between a graph view and a table view using the controls at the top of the panel.

Before:

After:

The Detail tab shows the campaign's core configuration: category, created and modified dates, publish window, unique ID, and the profile segments it runs against. This is the default view when opening any campaign.

The Stats tab provides a time-series chart of campaign activity over a date range you define. Four data series are available: Profiles added, Actions triggered, Conditions evaluated, and Decisions evaluated.

The Preview tab displays a visual flowchart of the campaign logic, the sequence of actions, decisions, and conditions that make up the campaign. Zoom and expand controls are available to navigate larger workflows. Profile sources are listed below the diagram.

The Decisions tab lists every decision node in the campaign. For each decision you can see the trigger event, a completion bar showing the Yes/No percentage split, and counts for Completed and Pending.

The Actions tab lists every action in the campaign, for example, email sends. For each action you can see the action type, a completion percentage bar, and counts for Completed, Total Processed, and Pending. This makes it easy to compare delivery across different email variants or campaign steps at a glance.

The Conditions tab lists every condition evaluated in the campaign, such as segment membership checks. For each condition, a completion bar shows the Yes/No split, alongside Completed and Pending counts.

The Guests tab displays the profiles currently included in the campaign as profile cards. Each card shows the guest's name, location, and other available profile data, providing a quick way to verify your target audience.

The Linked Items tab provides a structured list of all emails, segments, and other assets associated with the campaign. Each item shows its type, ID, name, and current status, Published or Unpublished, with a direct View link to navigate to that asset.

The Activity Log provides a timestamped history of all changes made to the campaign, including who created it and all subsequent updates. This supports audit and change tracking for campaign management.

The segment view page now includes a Linked Items tab. This tab lists all campaigns currently using the segment, showing each item's type, ID, name, and publish status with a direct view link to navigate to that campaign. The segment summary panel on the right continues to display membership counts and associated email activity.

Emails built with the previous dynamic content system can now be migrated to the enhanced display conditions format through a guided three-step migration flow. Your existing conditions and filters are preserved through the migration, no manual rebuilding required.

The email view page now includes a linked items tab, consistent with the equivalent tab added to the campaign view and segment view pages in this release. The tab lists all campaigns using the email, with type, ID, name, status, and a direct view link for each. The email performance panel on the right shows delivery metrics in graph or table format.

For segment-type emails, the Send button has been replaced with a new Send to Queue button. This change improves the reliability and speed of sending emails to large recipient lists.

The previous Send button triggered an immediate send attempt the moment it was clicked. This could create a conflict if the email already had a scheduled send time in progress, for example, if a send was already underway for the same email. In those cases, both sends could fire at the same time, leading to duplicate deliveries and deliverability issues that were difficult to detect and resolve.
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Clicking Send to Queue submits the email to a managed sending queue. The system verifies that the email is published and has eligible recipients before accepting the request, and prevents a second send from being queued if one is already in progress for the same email. Sending then happens in the background at optimised speed, the same process that powers segment campaign emails, which has significantly improved delivery times for large lists.

SHR CRM has always deduplicated sends for segment emails, ensuring that when multiple guest profiles share the same email address, only one email is delivered to that address per send. This release extends that same protection to emails sent through campaign journeys.

When a campaign journey triggers an email send, the system now checks whether another profile with the same email address has already received that email as part of the same campaign step. If so, the additional send is skipped automatically, keeping your campaign sends clean and preventing guests from receiving duplicate communications.
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Segment (broadcast) emails have always used deduplication during recipient selection, only one profile per email address is ever included in a segment send. This release brings the same standard to campaign journey email actions.
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No configuration is required. Skipped sends are logged so your team can see where deduplication occurred if needed.

Coming in a future release.

The following enhancement is currently in development and will be available in an upcoming release.

When adding email communications to a campaign journey, users will be able to designate each email as either transactional or marketing. This distinction determines how the system handles consent rules when sending.

Marketing emails follow standard consent rules, they are only sent to guests who have opted in or whose implied consent is active. Transactional emails are treated differently: because they relate to a specific reservation or program obligation, they are not subject to the same marketing consent restrictions and can be sent regardless of a guest's marketing consent status.

Transactional emails are typically reservation-related communications, confirmations, modifications, cancellations, pre-arrival messages, and post-stay follow-ups or any communication that is directly required as part of a reservation, such as an urgent notice about an upcoming stay. Certain loyalty program communications also qualify, including reward notifications, program status updates, and member statements.

Customers are responsible for correctly designating their emails and for ensuring that designation complies with applicable local laws and regulations.
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Two enhancements to arrivals reporting are in development.

The standard arrivals report will gain a property multi-select filter, flexible loyalty data inclusion controls, optional lifetime value metrics in your CRM base currency, optional guest preference data, and a relative date arrival window for scheduling. A scheduled delivery option with SFTP support will also be added, making it easier to integrate arrivals data with your wider operational systems.

For clients with upsell automation enabled, a new upgrade arrivals report will bring upsell campaign performance data directly into the arrivals export, including original and upgraded room types, additional revenue generated, and acceptance timestamps, removing the need to manually cross-reference a separate upsell report.

A new loyalty member overview report is coming to the loyalty programme reports section of SHR CRM. The report has two tabs.

The overview tab brings together all your active loyalty members, those who have stayed in the past 12 months, in a single view, showing each member's tier, total stays, total room nights, and lifetime revenue across all properties in your group. Previously this required combining data from multiple reports manually.

The by period tab allows you to select a specific calendar year and compare each member's performance in that year against their cumulative lifetime totals, making it straightforward to identify high-value members who had a quieter year and may benefit from re-engagement.

Both tabs support filtering, sorting by any metric, and full export without a row limit. Scheduling is also supported, including a fixed-year delivery option for consistent year-end reporting snapshots.

A redesigned guest profile view is coming, putting the guest information that matters most, lifetime spend, stay history, loyalty points, tier progress, and contact details, directly in the profile header without any additional clicks. Tab navigation has been streamlined to show only what's relevant to your property's configuration, and inline editing will be accessible directly from the profile view.

All customers will be moved to the updated campaign journey interface during the week of July 13–17, 2026. No action is required ahead of that date, the transition will happen automatically.

If you would like to be activated ahead of the scheduled rollout, please reach out to your Customer Success Manager or contact Support to get this coordinated at a time that works for your team.
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Throughout June 2026, SHR will be upgrading the small number of transactional emails still built in the legacy email designer to the current toolset.

The great news: we are handling all of this work for you.

There is nothing you need to do, and your email designs and content will remain exactly as they are, this is a like-for-like rebuild in the new tools, not a redesign.

When your emails are ready, we will reach out to you so you can review them before they go live. You will have the opportunity to view everything in advance and confirm you are happy before activation.

Once complete, all of your transactional emails will be running on the newest, fully supported toolset, giving you access to current editing and personalisation features going forward. The legacy designer will be retired at the end of this process.
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