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Engage FAQs: Keeping Customers Coming Back

1. What is the Engage module and what does it do?

The Engage module is Loyaltty’s customer outreach and messaging engine. It enables small businesses to:

  • Stay in touch with customers via SMS, WhatsApp, and email
  • Send reminders, personalized offers, and follow-ups
  • Run automated campaigns that drive repeat visits and customer retention

Engage turns your contact list into an active, revenue-generating communication channel—without requiring a marketing team.

2. Which communication channels does Engage support?

Engage supports the three primary channels most small businesses rely on for customer engagement:

  • SMS text messaging
  • WhatsApp messaging
  • Email campaigns

All three are managed from a single dashboard, so you can align your outreach strategy and use the channels your customers actually prefer and have opted in to.

3. How much does the Engage module cost?

Engage is available as an add-on within Loyaltty’s modular platform. You can start with a free trial (no credit card required) to test automated messaging and campaign flows. Ongoing subscription pricing for Engage is shown on the Pricing page. Note that carrier fees for SMS/WhatsApp are billed separately by your messaging provider, similar to postage.

4. Can I send automated birthday or anniversary messages?

Yes. Engage supports date-based automations such as:

  • Birthday messages with special offers
  • Anniversary or signup-date campaigns
  • “Customer since” milestones

Simply store the relevant date (e.g., birthday or join date) and Engage will automatically send the appropriate message and reward on schedule each year.

5. Do I need customer consent to send SMS or WhatsApp messages?

Yes. Explicit customer consent is required for SMS, WhatsApp, and marketing emails. Loyaltty provides built-in compliance tools to help you:

  • Capture opt-in consent at sign-up or deal claim
  • Honor STOP/UNSUBSCRIBE keywords and opt-out requests
  • Maintain consent logs for regulatory purposes

Engage is designed to support compliance with carrier policies and messaging regulations, but you remain the data controller and are responsible for using the tools lawfully.

6. How do I add customers to my messaging lists?

You can add customers in several ways:

  • Import contacts via CSV from an existing system
  • Capture contacts via QR codes at checkout, in-store signage, or receipts
  • Collect details during deal claims or loyalty enrollment
  • Manually add high-value customers if appropriate and consent is obtained

All opted-in contacts flow into your Loyaltty customer list, where they can be segmented and targeted within Engage.

7. Can I segment my customers for messaging?

Yes. Engage supports segmentation and targeting so you can tailor campaigns to specific groups, such as:

  • VIP and high-spend customers
  • New customers who just joined
  • Lapsed customers who haven’t visited in 30/60/90 days
  • Customers in certain loyalty tiers or locations

Segmentation helps you send more relevant messages, which typically leads to higher engagement and better retention.

8. What are win-back campaigns?

Win-back campaigns are automated outreach sequences designed to re-engage customers who haven’t visited in a while. With Engage, you can:

  • Define inactivity windows (e.g., 30, 60, or 90 days)
  • Trigger reminders or special offers when that threshold is met
  • Encourage lapsed customers to return with time-limited incentives

These campaigns are a key part of improving customer lifetime value and reducing churn.

9. Can I send personalized 1:1 messages?

Yes. In addition to automations and broadcasts, Engage supports one-to-one messaging:

  • Select an individual customer from your list
  • Send a personalized SMS, WhatsApp message, or email

This is ideal for VIP outreach, special handling, or follow-up on specific situations, while still keeping everything in one system.

10. How do I set up WhatsApp messaging?

To use WhatsApp within Engage:

  1. Connect your WhatsApp Business account to Loyaltty.
  2. Configure approved message templates where required.
  3. Use the Engage interface to send broadcasts or 1:1 chats via WhatsApp, alongside SMS and email.

This integration allows you to include WhatsApp as a core part of your customer communication strategy, especially in communities where it’s the preferred channel.

11. What message templates are available?

Loyaltty provides a range of pre-built templates for:

  • Welcome messages and onboarding flows
  • Birthday and anniversary campaigns
  • Promotions and limited-time offers
  • Win-back and engagement reminders

All templates are fully customizable so you can adjust tone, branding, and offer details to match your business.

12. Can I see analytics on my messages?

Yes. Engage includes campaign performance analytics, such as:

  • Email open rates and click-through rates
  • SMS/WhatsApp delivery and link engagement
  • Conversions tied to redemptions and return visits

You can measure which campaigns drive foot traffic, redemptions, and repeat visits, helping you refine your messaging strategy over time.

13. What are VIP messages?

VIP messages are campaigns specifically targeted at your highest-value customers—such as top spenders or long-tenured members. With Engage, you can:

  • Tag or segment VIPs
  • Offer exclusive perks, early access, or special invitations
  • Run upgrade campaigns tied to Convert’s tier-based loyalty features

This helps you strengthen relationships with the customers who matter most to your business.

14. Is Engage mobile-friendly?

Yes. Like all Loyaltty modules, Engage can be accessed via:

  • The Loyaltty mobile app (iOS and Android)
  • The web dashboard on tablets and smartphones

This makes it easy to review campaigns, schedule messages, and monitor performance from anywhere.

15. Is there a limit on how many messages I can send?

Loyaltty’s Engage subscription covers access to the messaging tools and automation features. However:

  • SMS and WhatsApp carrier fees are billed separately by your messaging provider
  • Fair-use or volume guidelines may apply, depending on your region and plan

You can generally send campaigns at the scale appropriate for most small and mid-sized businesses, provided you comply with local regulations and carrier policies.

16. Can Loyaltty automate follow-ups after a deal or loyalty event?

Yes. Engage can trigger automated messages based on events from other modules, including:

  • A deal redemption from Acquire
  • A loyalty milestone reached in Convert
  • Tier upgrades or reward unlock events

For example, you can automatically send a thank-you message, a next-visit incentive, or a review request after a customer completes a specific action.

17. How do I comply with text and email regulations?

Loyaltty is built with compliance support in mind:

  • SMS/WhatsApp workflows require opt-in and include STOP/HELP instructions
  • Email messages include unsubscribe links by default
  • Consent logs, preferences, and data handling align with privacy best practices

While Loyaltty provides the tools and guardrails, you remain responsible for ensuring your usage complies with applicable laws and carrier regulations in your jurisdiction.

18. Do I pay per message in Engage?

Loyaltty does not charge a per-message fee for using the Engage tools. Your subscription covers access to:

  • The messaging interface
  • Automations and templates
  • Reporting and analytics

However, SMS and WhatsApp transmission fees are billed separately by your chosen carriers or providers, similar to postage. Email sending is typically included, subject to reasonable use and your internet service.

19. Can I run automated campaigns (e.g., drip campaigns)?

Yes. Engage supports drip and lifecycle campaigns, such as:

  • A multi-step Welcome series for new sign-ups
  • Follow-up sequences after a first visit or offer redemption
  • Periodic reminders for customers who haven’t responded

These automation workflows help you stay present over time, without manually sending each message.

20. How soon will I see results from Engage?

You can often see immediate engagement signals—such as email opens, link clicks, and SMS replies—soon after launching your first campaigns.

In terms of repeat visits and sales, results vary by business type, audience, and campaign design. Many merchants see improved return frequency and retention when Engage is used consistently alongside loyalty and deals. Loyaltty’s analytics help you see which messages drive actual customer return and redemptions, not just clicks.