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:

  1. SMS
  2. Email
  3. M-push
  4. WhatsApp
  5. Zalo
  6. Line
  7. 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,

  1. Click on the engagement block.
  2. In the Engagement name text box, enter a name for the engagement block.
  3. Click Add creative.
  4. 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.
  5. Add the information as required.
  6. Click Done.
  7. 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.
  8. To remove or change incentives, click the three dots adjacent to the offers/points and click Remove/Change<Incentive name>.
  9. To preview or remove the template added, click the three dots inside the template and click Preview/Remove.
  10. 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:

  1. Click on the engagement block.
  2. Click Add incentives.
  3. Select the desired option.
  1. Click Select/Done/Claim.
  1. 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

LabelsDescription
StoreName of the branch or outlet of the organization.
Registered StoreThe store where the customer originally registered.
Last transacted StoreThe most recent store where the customer made a purchase.
CustomerFull name of the customer.
First NameCustomer’s first name, used for personalization.
Last NameCustomer’s last name.
Loyalty PointsCurrent available loyalty points of the customer.
Slab NameLoyalty tier or slab assigned to the customer.
Lifetime PurchasesTotal purchase value made by the customer to date.
Lifetime PointsTotal loyalty points earned by the customer over time.
Customer EmailEmail address of the customer.
Customer MobileMobile number of the customer.
Promotion PointsExtra points awarded as part of a promotion.
Points Expiry DateDate when the customer’s loyalty points will expire.
Number of points floorRounds numbers by removing the decimal points after the whole number. For example, 225.12 points will round to 225.
UnsubscribeProvides customers with a clear and easy way to opt out of future communications.
CouponsList of active coupon codes available to the customer.
VoucherSpecific voucher assigned to the customer.
Coupon Expiry DateExpiry date of the customer’s coupon.
Coupon Start DateStart date when the coupon becomes valid.
Dynamic DatesDate values dynamically inserted based on context (e.g., campaign).
Slab Expiring OnDate when the customer’s current slab/tier will expire.
Offer NameName of the offer being sent to the customer.
Points Expiry TagsDate when the customer’s loyalty points will expire.
Loyalty Points ExpiryDate when the customer’s loyalty points will expire.
Loyalty & Promotional Points ExpiryCombined expiry date of both loyalty and promotional points.
Gift voucher expiry dateExpiry date of the assigned gift voucher.
BadgeBadge earned by the customer.
Badge Expiry DateDate when the earned badge will expire.
Badge Issue Expiry DateExpiry date based on when the badge was issued.
Days Until ExpiryNumber of days left before a point, voucher, or badge expires.
Issue Days Until ExpiryDays remaining from badge/voucher issuance until expiry.
Badges Issue No ExpiryBadges issued with no expiry date.
Badges Enroll No ExpiryBadges earned via enrollment that don’t have an expiry.
PromotionName or description of the active promotion for the customer.
Promotion expiry dateExpiry date of the customer's promotion benefits or points.
Registration custom fieldsCustom fields collected during customer registration. <br>Example- Accessibility Needs, Address, contractstatus, corporatename etc.
Customer extended fieldsAdditional 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.

LabelsDescription
Store NameA dynamic tag that auto-fills the customer’s relevant store name in the message.
Store TemplatesPredefined store-level message templates.
NameFull name of the customer.
MobileCustomer’s mobile number.
EMAILCustomer’s email address.
LandlineStore or customer landline number.
AddressAddress of the customer or associated store.
ExtraAny additional dynamic field or metadata.
CustomDynamic tags used to personalize messages with customer-specific details.
Group TagsTags used to group and manage rewards, badges, or other items.
Gap to renewRemaining visits, points, or purchases needed to retain loyalty benefits.
Gap to upgradeDays or points remaining for a customer to upgrade their tier/slab.
Days in slab expiryDays left before the current slab or tier expires.
Recommended ProductsNot supported
Recommended Products with KPINot supported
Allocated Points (External)Not supported
Coupon Code (External)Not supported
Points Expired (External)Not supported
Card SeriesUnique series (group) number for the card series.
Card NameName of the card program or card type.
Card NumberUnique number assigned to the customer’s card.
Card Issue DateDate the card was issued to the customer.
Card StatusCurrent status of the customer’s loyalty or membership card.
Card Series NameName of the series under which the card is categorized.