Notifications lets you inform customers when an action is executed. Loyalty+ lets you automate multi-channel notifications for SMS, email, WeChat and mobile push .
You can create notifications for the following actions:
Strategies:
- Tier Upgrade
Event Actions:
- Allocate points
- Issue coupons
- Transaction points allocation
- Upgrade slab
This article covers how to do the following:
Configure Mandatory Channels and Priority Channels
To see the channels configuration screen, click the Configure button of Channels.
You will see a pop-up screen that shows options to Mandatory Channels and Priority Channels option as shown below.
- Mandatory Channels:, Channels that are mandatory for sending the notifications
- Priority Channels: Channels that needs to be triggered based on the priority and availability. For example, if Mobile is set as priority 1, Mobile Push as priority 2 and email as priority 3, the system first checks whether SMS is configured and then checks if the mobile number is available for the customer. If any one fails, then it will try to send the notification through mobile push and so on.
Example 1
Consider for a tier upgrade event, SMS is set as a Mandatory Channel and the priority channels are eMail (1) and WeChat (2). When a tier is upgraded for the customers mentioned in the following table, notification are sent based on the channel availability and configuration set as explained below.
Channel | SMS | ||
Customer A | Ma | Ea | Wa |
Customer B | Mb | - | Wb |
Customer C | - | Ec |
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- Customer A will get an SMS on Ma and an eMail on Ea
Customer B will get an SMS on Mb and a WeChat message on Wb
Customer C will not get an SMS and gets an eMail on Ec
Configure Mandatory Channels
In Mandatory Channels, select each channel that you want to set as mandatory (for that particular action) and click Save.
Configure Priority Channels
In Priority Channels, you will see channels that are not selected in Mandatory channels. Set the priority order for the remaining channels and click Save. 1 will have the highest priority, 2 will have the next highest priority and so on.
Note:
Example Consider that an org (that is in both internal and external channels) wants to send an SMS for a Facebook event. Based on the channel availability on a customer's Facebook account, notifications are sent as explained in the following.
If an SMS notification is sent for a Facebook event:
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Configuring Notification Messages
New Tags in SMS/Email Messages
| Tag | Description |
| {{current_slab_expiry_date}} | Inserts the expiry date of the customer's current tier |
| {{new_slab_expiry_date}} | Inserts the expiry date of the customer's new tier. This is usually used for tier downgrade notifications |
Configuring SMS Notification
| Note: The default sender id is configured on the Text Messages tab of InTouch > Settings > Setup Wizard > Campaigns. When modifying a sender id, you can use any valid sender id of that organization. |
You can edit sender ids only for the loyalty notifications but not for loyalty reminders mentioned below
- Points expiry reminder
- Tier downgrade/renewal reminders
- Reminder before a tier downgrades
- Reminder on a tier downgrade
- Reminder on a tier (membership) renewal
- Check Shorten all URLs to convert normal URLs to short URLs in the message.
- Choose the preferred Domain and Sender ID for the notification and click Configure
Click Save to save the template
Configuring Email Notification
- click the Configure button corresponding to Email. You will see the email configuration pop-up screen as shown below
- Click Edit to modify the existing template. [OR] Click New to create a new template
- Configure the email template using the predefined tags wherever necessary
- Click Save
Configuring WeChat Notification
You can choose a predefined WeChat template created in CreativeAssets of Campaigns module.
To configure a WeChat Message:
- Click the respective Configure button
- In WeChat Account ID, choose the account id through which you want to send the notification
- In the WeChat Template, choose the template that you want to use. You can see the preview of the message in the Preview box
- Click Save
Configuring Mobile Push Notifications
Mobile Push notifications allow sending notifications to the customer through mobile apps. Now, Loyalty Manager supports push notifications for sending loyalty updates. In a loyalty program, you can use the mobile push templates that are already created in Create Assets of Campaigns but cannot create new templates.
The Mobile Push Notifications support image and text templates.
Following are the prerequisites for sending mobile push notifications to customers:
- Customer should have installed mobile app in his/her phone
- Customer should be logged into the app with either mobile number or email id
To configure mobile push notifications:
- Navigate to the tab for which you want to configure push notifications
- Click the Configure button corresponding to Mobile Push
- In Account, choose the mobile app account for sending notifications
- In Template Name, choose the push notification template that you want to tag to the current notification
You will see the preview of the template as shown below
- Click the Apple icon to see the preview of the notification on iOS app and Android icon to see the preview on Android app
- Click Select to save the changes
- Click Save on the configuration page
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