Articles on: Customers, Membership and Promotions

Customize Engagement Messages

1. Introduction

EasyStore’s Engagement tool helps you automatically send the right message at the right time — like welcoming new sign-ups, wishing customers on their birthdays, or rewarding loyal shoppers — we have picked the right times to reach out so you don’t have to guess. Learn how to set up your messages and keep your customers coming back.

Onboarding & Celebrations	Post-Purchase Engagement	Rewards Reminders	Build Loyalty & Recover Sales
Welcome New Customer	Keep Customer Informed (Delivery)	Points Expiring in 30 Days	Thank First-Time Buyer
Encourage First-Time Purchase	Keep Customer Informed (Pickup)	Points Expiring in 14 Days	Appreciate Loyal Customer
Celebrate Customer Birthday	Follow Up After Delivery or Pickup	Remind About Expiring Voucher	Recover Abandoned Cart
	Win Back Inactive Customer

2. Enable or disable event

To start, go to Customers > Engagement, you will see the list of messages that system can auto send for you.

You can freely enable or disable events according to your CRM strategy.

2.1 To enable event, click into the event > Edit event.

2.2 Enable this event.

2.3 The event status will become Active.

2.4 You can also check the event status via the Message icon in event listing.

3. Sending channels

Except for email, you can also let customers receive messages via messaging channels like WhatsApp, Messenger, LINE and Shopping App.

📌 Reminder: Tokens will be used to send via messaging channels. Check the tokens needed per message here.

To send messages via messaging channels instead of email, follow steps below to enable it:

3.1 At Messages > Messaging channels > Connect the channel you want to auto send messages to customers. Click here for the complete guide.

3.2 Go back to Customers > Engagement > click into the event you want to send via messaging channels instead of email > Edit message.

💡Tips: You can choose for each message separately whether to send it by email or via messaging channels.

3.3 Turn on Enable Messaging Channels.

3.4 Message template for Email and Messaging Apps can be customized separately.

4. Include rewards in event

4.1 For now you can include additional rewards in 2 events:

Welcome New Customer
Celebrate Customer Birthday

4.2 To add rewards, click into the event > Add way.

4.3 Currently you can add 2 types of rewards — Voucher and/or Points.

Voucher

4.4 Click Assign exclusive voucher to create the voucher. Click here for the complete guide to set up voucher.

Points

4.5 Click Reward loyalty points to set the number of points.

📌 Reminder: Make sure you have also enabled points system.

4.6 Once added, check that their status are Active.

4.7 You can also see Voucher and Points icons at the event list.

5. Message with rewards

5.1 If rewards are set for an event, reward details will be automatically added to the default message and will auto-update whenever there are relevant changes to the rewards.

If you customize Email template,

5.2 As long as you keep this part of codes below, reward details inside the message will remain auto-update whenever there are relevant changes to the rewards.

If you customize Messaging Apps template,

5.3 Once the customized template is confirm saved, reward details in the message (if not removed) will be fixed and no longer auto-update.

5.4 By clicking Reset Template, message will restore to default and rewards details will be automatically added based on the rewards set at the time of reset, however they will not auto-update.

Temporary arrangement for Welcome New Customer Email message:

If system found that you have a customized Welcome New Customer email template (means, before system migrate the template from Settings > Templates, you have manually edited the template there), here are the arrangement:

Before 1 October 2025 : old template — your existing, customized email template remains, system separate message, voucher and points into 3 sendings
1 October 2025 onwards : new template — new, default email template applies, rewards are auto added and combine into 1 sending

📌 Reminder: If you want to keep your own customized email template, make sure you copy it from existing old template > manually switch to new template > paste it in the new template > Save before 1 October 2025. If you need guidance, reach out to us via message box or support@easystore.co.

To manually switch to new template, may follow steps below:

At event listing, click Switch to new template.

Click Preview & Opt in.

Click Use new template to apply.

6. Notes

6.1 Customers signed up in online store and POS or created manually in admin panel will also receive Welcome New Customer message and rewards.

6.2 When and what will customers receive for Celebrate Customer Birthday event?

Day	Message	Voucher	Points
On the 1st day of their birthday month	✅	✅	✅
On the day new customers sign up and fill in their birthday that falls within the current month	/	✅	✅
On the day customers update their birthday that falls within the current month (only for customers who haven't received rewards for the year)	/	✅	✅

📌 Reminder: Customers can only update their birthday at most once a year, follow the setting in Customers > 3-dot menu > Customer settings > Birthdate.

6.3 About delete or disable events with rewards:

Voucher - By delete or disable the event, system will stop assigning voucher to customers however the voucher itself won’t be auto disabled. If the voucher status is still active, previous customers who had received the voucher still can continue use the voucher, unless you manually disable the voucher.

Points - By delete or disable the event, system will stop giving points to customers however points system won’t be auto disabled. If points system is still enabled, customers still can continue use the points until the points expiry unless you manually disable the entire points system.

6.4 Some of the templates are migrated from Settings > Templates and renamed as below:

Updated on: 22/08/2025

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