Messages and Campaigns (Automated Notifications)

Messages vs. Campaigns

Both are automated — they fire on their own when a condition is met. The difference is what the customer receives:

• Message — a push notification only. Good for reminders, greetings, and gentle nudges.
• Campaign — a push notification plus a reward. The reward can be automatic (add stamps or points), or a message your staff sees on the scanner when the customer visits (e.g. "15% off — birthday").

Both types appear side by side in the Campaigns tab with a small `MESSAGE` or `CAMPAIGN` badge so you can tell them apart.

Where to find them

1. Click Programs in the sidebar.

2. Open the program you want to edit.

3. Switch to the Campaigns tab.

You'll see all the campaigns and messages for that program grouped by trigger type (Always-on, Scheduled, Event-triggered).

Two groups can sit above them:

• LEVELS (level cards) — one row per level, showing that level's message or + Add a message. See Level up below.
• SET IN SETUP — rules that belong to the card itself rather than to a campaign: points or stamps that run out, and keeping a level. They can't be switched on or off or edited here — the link on each row (for example Set in Setup → Levels & benefits) takes you to Setup. See Points that run out and keeping your level.

How to create one

Creating a campaign takes two screens: pick a goal, then review and turn it on.

1. From the Campaigns tab, click New campaign.

2. Pick a goal — choose a ready-made recipe (Win back quiet customers, Birthday treat, Welcome new customers, Always in the app, and more) or click Start from a blank campaign to pick any trigger yourself — see trigger types below. Recipes your plan doesn't include show a 🔒 lock; clicking one opens the upgrade prompt instead of the editor.

3. Review & turn on — one screen with everything pre-filled from the recipe you picked, so mostly you're just confirming and adjusting words:

• Campaign name — for your eyes only, the customer never sees it.
• 📱 The message on their phone — the push notification. A live lock-screen preview updates as you type; longer messages get trimmed on the lock screen, though the full text still shows on the card.
• Include an offer with this message — a toggle. Turn it off and the campaign becomes a push-only `MESSAGE`. Leave it on and two more fields appear right underneath it: 💳 What appears on their card (optional text shown on the front of the wallet pass while the offer is active — see Campaign Rewards: Push, Pass, and Staff Messages for how to write each field well) and 🧑‍💼 What your staff sees at the counter (what your cashier sees on the scanner when they scan this customer and apply the reward — required whenever this offer toggle is on).
• In your customers’ portal — a picture, what they get and small print for the offer on your customers' page. See Campaign Rewards: Push, Pass, and Staff Messages.
• Who gets it — open by default. Keep Everyone on this card, or narrow it with Only some levels (level cards) or Points between (point cards, and level cards that count points; on a level card you can use both, and a customer has to match both). The screen shows how many customers it goes to right now — *Goes to 7 customers* — and for a birthday campaign how many of them have a birthday on file. If nobody matches yet it says so; the campaign will reach customers as they qualify. Choosing levels or a points range comes with Multi-Location; on Single Location they show a 🔒 MULTI-LOCATION tag and open the upgrade prompt, while Everyone on this card stays free. On a stamp card, or a campaign that runs on all your programs, it is always everyone.
• When & how often — one compact card with sensible defaults already picked: the trigger's own rule (e.g. *Send it when there's been no activity for* 30 days); a delivery time and timezone picker (9:00, 12:00, 18:00, or a custom hour, in a single timezone you choose — this is the ONE zone every customer's notification sends in, not each customer's own; the event-triggered campaigns under After an event and Reaches a number don't show this row — they fire immediately, or as soon as the condition is met, so there's no daily schedule to set. Welcome and Post visit are the exception within that group: they show a When the push arrives setting instead (Right away, 1 hour later, 4 hours later, or Next day) — the reward still lands on the customer's wallet card right away either way, only the notification itself waits); Each customer can get this (Once ever, Once a year, Every time, or Once every… a custom number of days); and The reward stays valid for (3 days, 1 week, 2 weeks, no limit, or a custom number of hours).
• More options — a collapsed section for Also add stamps or points automatically (off by default) and any further trigger-specific tuning. Most businesses never need to open it.

A HOW THIS WILL WORK summary reads the whole campaign back as a sentence before you commit. At the top of the page, click Turn it on 🚀 to activate immediately, or Keep as draft to save it without activating — turn it on later from the Campaigns tab.

Your progress autosaves locally as you go. If you leave partway through, reopening New campaign offers to pick up where you left off.

When customers already qualify

Some campaigns are about a condition customers can already meet the moment you switch the campaign on: Reaches a number (stamps or points), and a message for one specific level. When you click Turn it on 🚀, we count them and ask — for example, *178 customers already qualify. Send to them now, or only to new ones?* (for a level: *5 customers are already Gold*).

• Send to them now — the customers who already qualify get it too, not only the ones who qualify from now on.
• Only to new ones — nobody who qualifies today gets it; it reaches customers as they qualify from now on.

There is no default — pick what you mean. You aren't asked when you click Keep as draft; you're asked when you turn the campaign on.

When two campaigns overlap

If two campaigns fire for the same reason — for example a birthday gift for everyone and a better one for Gold — a customer who fits both gets only the more specific one (Gold members get the Gold gift). If both are equally specific, the newer one wins. The review screen tells you when this happens, for example *Some of these customers are also in "Birthday gift" (Gold). They'll get that one instead — it's more specific.*

Trigger types

Campaigns are grouped into three categories in the picker:

On a date

Based on behavior

After an event

Always on

Plan availability

On Single Location the automations page is locked with Upgrade to enable automations and an Upgrade plan button. Elsewhere, a 🔒 lock icon marks any recipe or trigger your plan doesn't include — clicking it opens the same upgrade dialog, already on a plan that covers it.

Managing campaigns and messages

From the Campaigns tab inside a program you can:

• Activate / Pause — turn a campaign on or off without deleting it.
• Edit — change the reward, timing, or eligibility.
• Delete — found under the ⋯ menu on the campaign row. Removes it from any customer cards that currently have it; sent history is kept for your records. This cannot be undone, and requires Editor role or higher — see Team Roles & Permissions.
• View claim stats — see how many customers received it and how many were actually claimed at the counter.

Common questions

1. Open the program's Campaigns tab and click New campaign. 2. Pick When stamps or points reach a number (it's under More ways to reach customers if you don't see it in the first row). 3. Set stamps to is at least or is exactly 5. 4. Keep Include an offer with this message on, and fill in What your staff sees at the counter so staff know what to give. 5. Choose how often a customer can get it: Once ever, or Once every… if they should get it again on their next card.

This trigger comes with Multi-Location and Groups & Brands.