Configuring Email/Text Notification for Loyalty Points Balance Statement

You can send periodic loyalty points balance statements to your guests, using automated email/text messages (SMS) notifications. This helps guests keep track of points they have earned, redeemed, and their current points balance. This configuration is available for both Regular loyalty program and Tiered loyalty programs. Organization level configurations determine how often the guests should receive the notification.  

Table of Contents

Enable and Configure Loyalty Points Balance Statement Email or Text Message (SMS) Template

To enable and configure the loyalty point balance statement template, follow the below steps:

  1. Ensure you are at the Organizational level.
  2. On the main menu, click the Admin tab.
    The Admin Dashboard appears.
  3. On the Admin Dashboard, click Organization > Organizations.
    The Manage Organization window opens.
  4. Click the Points tab.
  5. To send and enable loyalty point statements, follow the steps below:​​
    1. For the Loyalty Point Statement, select the Enable loyalty point statement check box.
    2. For the Send statement starting from:​
    3. For the Statement Frequency, select the statement frequency in months. The guests will receive statements at the frequency selected here.LPBal5.jpg
  6. Click Save.

Customize the Loyalty Points Balance Statement Template

You can customize the following fields in the Loyalty points balance statement edit window:​​​

  • ​​​Loyalty Points Balance Statement - Email
  1. Select the Turn this automated email on check box to send loyalty points balance statements by emails.​
  2. To send an email copy (Cc), click Add to include recipients by Username, employee Role or Email.​
    Note: For recipients added by Role, all employees mapped to the role selected in the guest's base center, will receive the email notification.
  3. Edit the Subject field and use the Available Macros if required.
  4. Use the Available Macros to customize the content for Plain Text and HTML emails. Depending on the recipient's browser, the email is delivered as plain text (does not include formatting and images) or HTML text (includes images, links and formatting).
    Note: Click the Full Screen icon  in the editor to edit the text in full screen mode.
  • Loyalty Points Balance Statement - Text Messages (SMS) 
  1. Select the Turn this automated message on check box to send automated texts.
  2. To Forward a message automatically, click Add to include recipients by Username, employee Role or PhoneNo.
    Note: For recipients added by Role, all employees mapped to the role selected in the guest's base center, will receive the message.
  3. Use the Available Macros to customize text messages.
    Note: Messages with more than 160 alphanumeric characters require two or more text (SMS) credits. Messages with one or more Unicode characters (international/multilingual text characters) require one text credit for every 70 characters.

Available Macros

A macro is a placeholder text that gets replaced with specific data when inserted into an automated email/text message. Use the macros below  to customize emails/text messages to include information such as organization name, guest name, center details, etc.
Example: The [OrgName] macro gets replaced with the organization name.

  

Available Macros

Description

[OrgName]

Name of the center’s organization

[CenterName]

Name of the guest’s base center

[FirstName]

First name of the guest

[LastName]

Last name of guest

[Name]

The first name followed by the last name of the guest

[CenterE-mail]

Email address of the guest's base center

[CenterPhone]

Primary phone number of the guest's base center (corresponds to the Phone 1 field in the center settings)

[CenterCountry]

Country where the guest's base center is located

[CenterZip]

Zip code/postal code of the guest's base center location

[CenterAddlData1]

Additional center information provided in the Additional Text field in the guest's base center (Center level ->Settings->Invoice & Receipts)

[CenterPhone2]

Secondary phone number provided for the guest's base center (corresponds to the Phone 2 field in the center settings)

[CenterAddress]

Complete address of the guest's base center (corresponds to the Address 1 and Address 2 field in the center settings)

[CenterState]

State where the center is located

[MailUnsubscribeLink]

Link to unsubscribe from loyalty points statement emails. Once guests unsubscribe, they will not receive the statements.

[StatementFrequency]

Number of months configured as the statement frequency (Organization level -> Points tab, Statement frequency field).

[CurrentLPTier]

The current loyalty point tier of the guest as on the statement end date

[LPOpeningBalance]

Loyalty points balance as on the statement start date. The start date is calculated according to the Send statement starting from date and Statement frequency in the organization settings, Points tab.

Example:

For a statement sent for the month of August and with statement frequency as 1 month, the points opening balance displays as on the start date i.e, August 1, 2016.

[LPEarned]

Loyalty points earned in the period between the statement start date and statement end date

Example:

For a statement sent for the month of August and with statement frequency as 1 month, the points earned between start date August 1, 2016 and end date August 31, 2016 displays in the statement.   

[LPExpired]

Number of points that expired in the period between the statement start date and statement end date

[LPRedeemed]

Loyalty points redeemed in the period between the statement start date and statement end date

Example:

For a statement sent for the month of August and with statement frequency as 1 month, the points redeemed between start date August 1, 2016 and end date August 31, 2016 displays in the statement.

[LPClosingBalance]

Loyalty points balance at the end date of the statement period. The closing balance is calculated as below:

Closing balance = Opening balance + loyalty points earned – loyalty points expired - Loyalty points redeemed

Example:

For a statement sent for the month of August and with statement frequency as 1 month, the guest’s closing balance is calculated as below:

Opening balance as on August 1, 2016: 1000 points

Earned points in the statement period: 200

Points expired in the statement period: 30

Points redeemed in the statement period: 80

 The closing balance as on end date August 31, 2016 is 1090
 

There are several possible reasons why an email/text message is not delivered or is not seen by a guest. Mentioned below are some common scenarios and troubleshooting tips.  

Guest cannot view an email.
Guide the guest to check the Spam folder, as the email maybe delivered to the guest's Spam folder instead of the Inbox. 

Notification was not delivered.
Navigate to the guest profile and click the Notifications tab to review the status of notifications sent. A notification could have a SentPending or Failed status.  

  • If the status is Sent, the message is delivered successfully. 

  • If the status is Pending, then Zenoti is awaiting email delivery confirmation. Check the status after a few minutes.

  • If the status is Failed, it could mean that one of the following prerequisites have not been met:​

  1. Navigate to Admin > Organization >Settings and ensure the organization has  selected the Activate email and Activate text message options.
  2. Navigate to Admin > Organization >Points and verify if the organization has selected Enabled Loyalty Points Statement check box.LPBal2.jpg
  3. Verify that there are enough email and text (SMS) credits to send notifications. You can view your available credits in the right panel at the organization/center level. Contact Support to add credits.
  4. Navigate to the Guest profile->General tab and verify if the guest has a valid phone number/email address registered.
  5. Navigate to the Guest profile->General tab, and verify if the Receive loyalty point statement as a text message (SMS) and an email check box is selected.
    Note: For existing guests, this check box is clear by default.
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