2-WAY COMMUNICATION
Talk to Customers, and Let Them Answer
Send to a segment, not to everyone. Replies land in one inbox attached to the customer's record — not scattered across a personal phone and three staff accounts.
Send One. Watch What Comes Back.
Most loyalty tools can only shout. Press send and follow the round trip — out to the customer, and back into an inbox where you can actually answer.
Nothing yet. Send a message to start.
One customer, one thread. Every reply lands in the same place.
Shown as email — the one channel where the reply comes back to you.
A Conversation, Not a Broadcast
Every card carries a contact detail your customer gave you willingly. That is what turns a loyalty card into a channel you can talk through — in both directions.
You write once, to a group
Pick a segment — lapsing regulars, birthday this week, top spenders — and write one message. It goes out personalised, not as an obvious bulk blast.
It arrives where they already read
Push straight to the lock screen, or SMS, email, WhatsApp, Messenger, or Telegram. No app to open, no login, nothing to remember.
Email replies come back to one inbox
Answer an email and it lands in the Inbox section of your dashboard, attached to that customer — not scattered across a personal phone and three staff accounts.
The thread stays with the person
Every exchange is attached to their customer record alongside their visits and spend. Whoever picks it up next can see the whole history.
Which Ones Can Actually Reply?
Two of the five, and not the two most people assume. Knowing which saves you from building a campaign around answers that will never arrive.
WhatsApp, Facebook Messenger, and Telegram carry replies too, once each is connected to your own business account on that platform. Push and SMS do not. Push cannot be replied to at all — it is free, unlimited, and lands on the lock screen without an app, which makes it the best value in the platform, but it is not a conversation. SMS is outbound only as well: you can text your whole list, and they cannot text you back.
Six Messages Worth Sending
The hardest part is never the tool. It is knowing what to say without becoming the business people mute.
The welcome
Sent the day they install
Thank them, tell them exactly how the card works in one sentence, and say what happens next. The single highest-read message you will ever send.
The birthday
Automatic, once a year
Points or a free item, sent on the day, with a push telling them it landed. Costs nothing until they walk in, and almost nobody deletes it.
The win-back
To customers who stopped coming
Segment by who has not visited in sixty days and ask honestly whether something went wrong. You will get answers you cannot get any other way.
The quiet-hours offer
Tuesday afternoon, sent Tuesday morning
Do not discount your busy Saturday. Send to people who live nearby and give them a reason to fill the hours you are already paying staff for.
The rating request
After a visit
Ask for a score. Happy ones get pointed at your public listing; unhappy ones reach you privately instead of a review site. That routing is the entire point.
The genuine question
Once a quarter, to your regulars
“We are changing the menu — what should we keep?” People who feel asked become people who feel invested. This is what two-way is really for.
Settings Most People Never Find
All of these are already in your account, and each one changes how much this costs or how well it works.
Connect an email sender to send campaigns
Automatic emails already reach your customers. To send campaigns and receive replies, an email sender needs to be connected to your account — a few minutes, once, and then the Inbox starts filling.
SMS is separate, and outbound only
Text messaging needs your own Twilio account connected. Once it is, you can send to your whole list or one segment — but replies do not come back, so never end an SMS with a question.
Push is free and unlimited
On every plan, forever, with no per-message charge. Many businesses run their entire programme on push alone and never turn on email or SMS at all.
Message a segment, not everyone
Customers sort themselves into groups like Champions, Sleeping, and At risk. Sending the right message to two hundred people beats the wrong one to two thousand.
Schedule and automate
Build a chain that fires on its own — a welcome on day one, a nudge on day fourteen, a win-back at sixty. Automation logs show exactly what ran.
Track which message worked
Give each campaign its own link. The dashboard then tells you which message produced visits, not just which one was opened.
Four Mistakes That Lose Customers
Messaging is the fastest way to build a relationship and the fastest way to end one.
Opening a channel nobody watches
If customers can reply and nobody reads the inbox, you have built something worse than silence. Decide who checks it and how often before you invite anyone to write back. Five minutes each morning is enough.
Sending because it is free
Unlimited push tempts people into weekly messages with nothing to say. Every message with no value in it makes the next one easier to ignore, and eventually the card gets deleted. Send less than you are allowed to.
Blasting everyone the same thing
A win-back offer sent to someone who came in yesterday is a discount you did not need to give. Segment first — it takes two minutes and it is the difference between a campaign and spam.
Asking for feedback and ignoring it
The list of customers who rated you below five stars is the most valuable thing on your dashboard, and it decays fast. Someone who complained and got a reply often becomes more loyal than someone who never had a problem.
Start the Conversation This Week
Push notifications are free and unlimited on every plan, so your first campaign costs nothing to send. The trial costs nothing either, and needs no card.