Notifications
The WhatsApp messages the loyalty programme sends automatically, and when.
Notifications are what keeps a loyalty programme alive. A customer who never hears about their points forgets they have any.
Point Activity
| Notification | Sent when |
|---|---|
| Points Issued | Points are awarded |
| Points Adjusted | Staff manually change a balance |
| Points Earned | A purchase earns points |
Toggle these individually:
- Notify on purchase points
- Notify on manual adjustments
- Notify on manual reward grant
The points-earned message is the one that matters most. It closes the loop at the moment of purchase, while the customer still remembers why.
Rewards
| Notification | Sent when |
|---|---|
| Reward Issued | A reward is granted |
| Reward Redeemed | A reward is claimed |
| Reward Assigned | A reward is assigned to them |
| Tier Upgraded | They reach a new tier |
Tier upgrades are worth celebrating properly — it is the moment a member feels the programme noticed them.
Expiry
| Notification | Sent when |
|---|---|
| Points Reminder | Points are approaching expiry |
| Points Expiry Alert | Expiry is imminent |
| Points Expired | Points have gone |
Controlled by Enable Points Reminder, Enable Expiry Alert and Enable Points Expired Notification.
If you expire points, warn people first. Silently deleting a balance a customer was saving is the single most reliable way to turn a member into a detractor.
Re-engagement
| Notification | Sent when |
|---|---|
| Inactivity Reminder | After a set number of days of inactivity |
| Birthday Reminder | On the member's birthday |
Birthday messages are enabled with Enable Birthday Reminders, and pair naturally with a Birthday Gift reward. They need the member's date of birth — collect it at registration or you have nothing to trigger on.
Channels
| Channel | Notes |
|---|---|
| Customer Notifications | WhatsApp messages to members |
| Email Notifications | Where an email address is on file |
WhatsApp notifications use approved templates — set one per notification type. A notification with no template selected will not send.
How Much Is Too Much
Every one of these can be turned off, and some should be.
| Send | Do not send |
|---|---|
| Points earned — at the moment of purchase | A message for every trivial adjustment |
| Tier upgrades | Repeated expiry warnings in one week |
| Expiry warnings — once, with time to act | Birthday messages with no gift attached |
| Birthday gifts | Inactivity reminders more than occasionally |
Notification fatigue ends in blocks, and a blocked customer is lost across every channel — not just loyalty.
Related Pages
- Settings — expiry and birthday configuration
- WhatsApp Templates
- Commands