Engagement Building Blocks
The engagement block contains different types of channels that can be used to engage with your customers. A marketer can add an engagement block (of a particular channel) and configure the content in that block (specific to that channel) to reach out to users.
The various engagement blocks available are:
- SMS
- M-push
- Zalo
- Line
- Viber
Use Case
A brand wants to include customers whose transactional value is greater than $10,000 in the Journey and communicate the discounts that can be availed by these customers via SMS.
Adding engagement block
To add an engagement block,
- Click on the engagement block.
- In the Engagement name text box, enter a name for the engagement block.
- Click Add creative.
- Select an existing template or create a new template. For information on creating templates, see SMS Template, Email Template, M-Push Template, WhatsApp template, ZALO template, Line template, and Viber template. You can use the Channel Priority block to send the communication message based on the availability of the customer's communication channel. For more information, refer to the documentation on Channel Priority in Journey.
- Add the information as required.
- Click Done.
- To add incentives along with the engagement message, click +Add incentives and add desired incentives. Currently offers, points, cart promotions, gift vouchers and badges are the Incentives supported in Journeys. For more information on how to add incentives, see Add incentives.
- To remove or change incentives, click the three dots adjacent to the offers/points and click Remove/Change
<Incentive name>. - To preview or remove the template added, click the three dots inside the template and click Preview/Remove.
- In the Delivery settings, enter the delivery settings details. See Delivery settings.
Incentives in engagement message
You can add incentives such as offer, points and cart promotion details along with the engagement messages. To add, perform the following:
- Click on the engagement block.
- Click Add incentives.
- Select the desired option.
- Click Select/Done/Claim.
- Click Done.
The selected incentive is added to the engagement message. For information on creating any type of incentive, see Incentive management .
Supported Labels for Engagement Channels
Labels are dynamic tags used to personalize the message content used in the respective communication channel. These tags allow you to insert specific information, such as a recipient's name, store name, or other relevant details, into the message.
Email, SMS, Mobile Push, and WhatsApp
| Labels | Description |
|---|---|
| Store | Name of the branch or outlet of the organization. |
| Registered Store | The store where the customer originally registered. |
| Last transacted Store | The most recent store where the customer made a purchase. |
| Customer | Full name of the customer. |
| First Name | Customer’s first name, used for personalization. |
| Last Name | Customer’s last name. |
| Loyalty Points | Current available loyalty points of the customer. |
| Slab Name | Loyalty tier or slab assigned to the customer. |
| Lifetime Purchases | Total purchase value made by the customer to date. |
| Lifetime Points | Total loyalty points earned by the customer over time. |
| Customer Email | Email address of the customer. |
| Customer Mobile | Mobile number of the customer. |
| Promotion Points | Extra points awarded as part of a promotion. |
| Points Expiry Date | Date when the customer’s loyalty points will expire. |
| Number of points floor | Rounds numbers by removing the decimal points after the whole number. For example, 225.12 points will round to 225. |
| Unsubscribe | Provides customers with a clear and easy way to opt out of future communications. |
| Coupons | List of active coupon codes available to the customer. |
| Voucher | Specific voucher assigned to the customer. |
| Coupon Expiry Date | Expiry date of the customer’s coupon. |
| Coupon Start Date | Start date when the coupon becomes valid. |
| Dynamic Dates | Date values dynamically inserted based on context (e.g., campaign). |
| Slab Expiring On | Date when the customer’s current slab/tier will expire. |
| Offer Name | Name of the offer being sent to the customer. |
| Points Expiry Tags | Date when the customer’s loyalty points will expire. |
| Loyalty Points Expiry | Date when the customer’s loyalty points will expire. |
| Loyalty & Promotional Points Expiry | Combined expiry date of both loyalty and promotional points. |
| Gift voucher expiry date | Expiry date of the assigned gift voucher. |
| Badge | Badge earned by the customer. |
| Badge Expiry Date | Date when the earned badge will expire. |
| Badge Issue Expiry Date | Expiry date based on when the badge was issued. |
| Days Until Expiry | Number of days left before a point, voucher, or badge expires. |
| Issue Days Until Expiry | Days remaining from badge/voucher issuance until expiry. |
| Badges Issue No Expiry | Badges issued with no expiry date. |
| Badges Enroll No Expiry | Badges earned via enrollment that don’t have an expiry. |
| Promotion | Name or description of the active promotion for the customer. |
| Promotion expiry date | Expiry date of the customer's promotion benefits or points. |
| Registration custom fields | Custom fields collected during customer registration. <br>Example- Accessibility Needs, Address, contractstatus, corporatename etc. |
| Customer extended fields | Additional customer attributes beyond standard profile fields. <br>Example- Gender, DOB, Ethnicity, Nationality etc. |
Line &Viber
These channels support the following labels in addition to the personalisation tags used in Email, SMS, Mobile Push, and WhatsApp.
| Labels | Description |
|---|---|
| Store Name | A dynamic tag that auto-fills the customer’s relevant store name in the message. |
| Store Templates | Predefined store-level message templates. |
| Name | Full name of the customer. |
| Mobile | Customer’s mobile number. |
| Customer’s email address. | |
| Landline | Store or customer landline number. |
| Address | Address of the customer or associated store. |
| Extra | Any additional dynamic field or metadata. |
| Custom | Dynamic tags used to personalize messages with customer-specific details. |
| Group Tags | Tags used to group and manage rewards, badges, or other items. |
| Gap to renew | Remaining visits, points, or purchases needed to retain loyalty benefits. |
| Gap to upgrade | Days or points remaining for a customer to upgrade their tier/slab. |
| Days in slab expiry | Days left before the current slab or tier expires. |
| Recommended Products | Not supported |
| Recommended Products with KPI | Not supported |
| Allocated Points (External) | Not supported |
| Coupon Code (External) | Not supported |
| Points Expired (External) | Not supported |
| Card Series | Unique series (group) number for the card series. |
| Card Name | Name of the card program or card type. |
| Card Number | Unique number assigned to the customer’s card. |
| Card Issue Date | Date the card was issued to the customer. |
| Card Status | Current status of the customer’s loyalty or membership card. |
| Card Series Name | Name of the series under which the card is categorized. |
Updated 12 days ago