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

eMail

WeChat

Customer A

Ma

Ea

Wa

Customer B

Mb

-

Wb

Customer C

-

Ec

 

  •  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:
  • Channels that are selected in Mandatory Channels will not appear in Priority Channels and vice versa.
  • For notifications configured for external sources such as Facebook, if a specific channel is not available for a customer, then the notification is sent through identifiers available in internal sources (such as mobile no. and WeChat).

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.

Source

Facebook (External)

eCRM (Internal)

Customer A

Maf

Mae

Customer B

Mbf

-

Customer C

-

Mce


If an SMS notification is sent for a Facebook event:

  • Customer A gets a message on mobile Maf.
  • Customer B gets a message on mobile Mbf.
  • Customer C gets a message on mobile Mce.
If an SMS is sent for an eCRM event:
  • Customer A gets a message on mobile Mae.
  • Customer B won’t get any message.
  • Customer C gets a message on mobile Mce.



Configuring Notification Messages

New Tags in SMS/Email Messages

TagDescription
{{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

You can configure SMS notifications for all components of the Loyalty Program except for reminders. By default, SMS notifications are sent through the default sender id configured on the Campaigns page of InTouch > Settings > Setup Wizard. You can change the sender id set for an SMS notification type.
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

To configure an SMS notification, click the Configure button corresponding to SMS. You will see the SMS template configuration screen as shown below

Create the SMS template in the message box and use tags (to insert dynamic values in the message) wherever required.
Note: Try to make the message simple and precise. One SMS can have up to 160 characters. If the count exceeds, it will be considered as a second message after 160 characters and your SMS credits will be deducted accordingly.
  • 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

You can use email templates created in CreativeAssets (Campaigns Module) or create a new template from the scratch.
To configure an email message:
  1. click the Configure button corresponding to Email. You will see the email configuration pop-up screen as shown below

blob1477551831355.png

  1. Click Edit to modify the existing template. [OR] Click New to create a new template

blob1477552771574.png

  1. Configure the email template using the predefined tags wherever necessary
  2. Click Save

Configuring WeChat Notification

You can choose a predefined WeChat template created in CreativeAssets of Campaigns module.

To configure a WeChat Message:

  1. Click the respective Configure button

blob1477644179843.png

  1. In WeChat Account ID, choose the account id through which you want to send the notification
  2. In the WeChat Template, choose the template that you want to use. You can see the preview of the message in the Preview box
  3. 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:

  1. Navigate to the tab for which you want to configure push notifications
  2. Click the Configure button corresponding to Mobile Push

  1. In Account, choose the mobile app account for sending notifications
  2. 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

  1. Click the Apple icon to see the preview of the notification on iOS app and Android icon to see the preview on Android app 
  2. Click Select to save the changes

  1. Click Save on the configuration page

Click Edit to modify the notification and Delete to delete the notification