Manage Engagement Messages
In this article:
- Introduction
- View and Edit Messages
- Connect Messaging Channels
- At which channel will customers receive my message?
- Add rewards for events
- Enable / disable event
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 | Remind Pending Order Payment | ||
Remind Order Pickup | Notify Membership Upgraded | ||
Notify Membership Downgraded | |||
Notify Membership Renewed |
2. View and Edit Messages
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 There are 2 message templates you will see for each message, which can be customized separately:
- Email — sent via email
- Messaging Apps — sent via messaging channels like WhatsApp, Messenger, LINE and Shopping App
Email message
2.4 There are 4 types of element in email message, some can edit and some should not be edited:
Color | Type | What is it? | Example | Editable? |
|---|---|---|---|---|
Pink | Variable | Auto-change according to customer name | Hi | Recommend to keep |
Blue | Text | Text only | "Thanks for signing up with us - we’re so glad to have you here." | Editable |
Green | System check rule | Used by system to check if there's any applicable rewards to be included in the message or not. This part is not displayed to customers. |
| Do not edit. If removed, message may show irrelevant rewards like 0 voucher or 0 points. |
Orange | Rewards blocks | Auto-change according to the rewards set | WELCOME VOUCHER block | Do not edit. If removed, rewards will not be auto-included in the message. |
App message
2.5 For app message, you can use variables to easily insert information that auto-change according to your store, customers and applicable rewards.
2.6 You can also insert image and button to your app message to make the content richer and more engaging.
3. Connect Messaging Channels
To send message to customers via messaging channels like WhatsApp, Messenger etc. in addition to email, follow steps below:
3.1 Connect the messaging channels following this guide.
Here are the latest messaging channels supported:
- Shopping App (mobile push notification)
- Messenger
- LINE
- SMS
3.2 Turn on Enable messaging apps for the message.
4. At which channel will customers receive my message?
📌 Note:
- Only channels that connected in step 3.1 above can be used to send message.
- A channel is available only if the customer's channel account is found (e.g. signed up using LINE or Facebook account, mobile number is on WhatsApp etc.)
By default, customers will receive your engagement messages on email (if provided). If you have turned on Enable messaging apps for the message as in step 3.2 above, customers will also receive the message via the FIRST connected and available channel in the following sequence:
Shopping App (mobile push notification) > LINE > Messenger > WhatsApp > SMS
5. Add rewards for events
For now you can include additional rewards — points and voucher in 4 events, click events below for more details:
- Welcome New Customer
- Celebrate Customer Birthday
- Win Back Inactive Customer
- Recover Abandoned Cart
Message, vouchers and points rewards status can be checked in the event listing.
- Blue icon: Created and enabled.
- Grey icon: Created but disabled.
- No icon: Not created.
6. 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.
6.1 Event status can be checked in the event listing.
6.2 To enable / disable an event, edit the event > Enable / Disable > Save.
📌 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.
6.3 Some of the templates are migrated from Settings > Templates and renamed as below:
Updated on: 23/08/2026
Thank you!