Manage Engagement Messages
In this article:
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. Message and Channel
2.1 Go to Customers > Engagement > you will see the list of messages that system can auto send for you.
2.2 To check engagement messages, edit the event.
2.3 Edit message of the event.
2.4 There are 2 message templates you will see for each message, which can be customized separately:
- Email content — sent via email
- Messaging content — sent via messaging channels like WhatsApp, Messenger, LINE and Shopping App
2.5 To send messages via messaging channels in addition to email, Enable Messaging Channels.
📌 Things to take note:
- Make sure you have connected the channels at Messages > Messaging channels, follow step 2 in this guide.
- Message will be sent via email and 1 connected channel follow priority: Shopping App > LINE > Messenger > WhatsApp > SMS.
- Tokens will be used to send via messaging channels. Check the tokens needed per message here.
3. Add rewards for events
For now you can include additional rewards in 2 events, click events below for more details:
Message, vouchers and points rewards status can be checked in the event listing.
4. Message with rewards
4.1 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,
4.2 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,
4.3 Once the customized template is confirm saved, reward details in the message (if not removed) will be fixed and no longer auto-update.
4.4 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 are fixed and will not auto-update.
5. Enable / Disable event
If there’s any event you do not want system to auto send the message, you can disable or enable the event anytime.
5.1 Event status can be checked in the event listing.
5.2 To enable / disable an event, edit the event > Enable / Disable this event.
📌 Note 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 delete or 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.
5.3 Some of the templates are migrated from Settings > Templates and renamed as below:
Updated on: 29/01/2026
Thank you!