Introduction

Sending emails to your members is a great way to encourage program engagement by reminding your customers of the value they’ve earned as part of your program. For a complete list of variables available to use when setting the Subject, Title or Description of these emails check out our article on using variables to insert relevant information into customer emails.

Overview

The following emails are automatically sent through Smile:

Points earned

Reward redeemed

Birthday reward

Points / Reward expiry

Referral shared through Smile

Friend received referral

Referral completed

VIP tier achieved

For each email we will look at when each email is sent and what each email looks like. All emails can be enabled in the Notifications section of your Smile Admin.

This level of customization is only available on a Smile Paid Plan

📋 Note: Smile is not currently sending Points earned emails out to customers when they earn points for the sign up earning rule (i.e. when customers create an account on your site and earn points for signing up, we will not send them an email to let them know). This is to avoid spamming customers with too many emails when they create their accounts. If you'd like to let customers know when they've earned sign up points - we would recommend editing your 'Account confirmation email' from your eCommerce platform to include a message about sign up points.


Points earned

What it is: An email is sent to customers when they’ve earned points for completing an earning action, like completing a purchase or social sharing.

Variables required:

{{reward_fulfillment.source_description}} - (reward action completed) 
{{reward_fulfillment.name}} - (reward name)

Example:

You earned {{reward_fulfillment.name}} because you {{reward_fulfillment.source_description}} .

Why it’s important: Reminding your customers of the points they’ve earned as part of your program is an easy way for them to see value in your brand community, increasing the likelihood they’ll continue engaging with your program.

📝 Pro Tip: Ensure your email notifications integrate seamlessly with the rest of your brand experience by adding in your logo and a custom banner image.


Reward redeemed

What it is: An email sent to your program members when they have used their points to redeem a reward in your customer Panel.

Variables required:

{{reward_fulfillment.name}} - (reward name)
{{ points_purchase.points_spent_formatted }} - (redemption amount with currency name)

Example:

Congratulations on redeeming {{ points_purchase.points_spent_formatted }} for the reward {{reward_fulfillment.name}}.

Why it’s important: Making it easy for your customers to access their reward codes will increase the likelihood they’ll use it towards their next purchase.


Birthday reward

What it is: An email sent to program members on their birthday, provided they have given you their birthday points in your customer Panel and you’ve enabled birthday rewards.

Variables required:

{{reward_fulfillment.name}} - (reward name)

Example:

To help you celebrate your special day, we’ve added {{reward_fulfillment.name}} to your account.

Why it’s important: By adding to the excitement of their birthday celebrations with birthday points, you’ll strengthen the emotional relationship they have with your brand, making them more likely to engage with your community long term.

📝 Pro Tip:
Branding your points can help your program stand out. If you’ve branded your points currency, your email templates will automatically populate your currency name for you.


Points / Reward expiry

What it is: An email sent to your program members just before their points or rewards are set to expire.

Points & rewards expiry and associated email notifications are only available if you are on specific Smile paid plans

Why it’s important: Letting your members know their hard-earned points and rewards are about to expire is a powerful way to motivate them to put their points to use by completing a purchase.

How to enable points expiry: You can choose when these email notifications are sent in the the Points Settings section of your Smile Admin (more information here).

How to enable rewards expiry: You can set your rewards to expire in 'Program' > 'Points' > 'Ways to redeem' (more information here).

Referral shared through Smile

What it is: An email sent to a Friend when a member has shared their referral link with them in your customer Panel.

Variables required:

{{friend_reward.name}} - (friend reward)

Example description:

Visit the store to redeem your {{friend_reward.name}}

Why it’s important: Making it easy for referred customers to use their reward code will make it easier for you to grow your community. When they’ve used their new reward towards a purchase, they’ll be more likely to make another purchase.


Friend received referral

What it is: An email sent to a Friend when they’ve claimed a referral reward in your customer Panel.

Variables required:

{{reward_fulfillment.name}} - (reward name)

Example description:

Congratulations, you've earned the reward {{reward_fulfillment.name}}

Why it’s important: Making it easy for new customers to use their reward code will make it easier for you to grow your community. When they’ve used their new reward towards a purchase, they’ll be more likely to continue engaging with your program.


Referral completed

What it is: An email sent to a program member when their Friend has made a purchase using their referral reward code.

Variables required:

{{reward_fulfillment.name}} - (reward name)

Example description:

You've earned the reward {{reward_fulfillment.name}}

Why it’s important: This is a great way to remind your members of the value they’ve earned for sharing your community with others. When they’ve used their referral reward towards a purchase, they’ll see more value in your program, increasing the likelihood they’ll share it with more of their friends.


Entered a higher VIP tier

What it is: An email is sent to a program member when they’ve achieved a higher VIP tier.

VIP programs and associated email notifications are only available if you are on specific Smile paid plans

Variables required:

{{customer.vip_tier.name}} - (customer VIP tier name)

Example Title:

You've achieved {{customer.vip_tier.name}}!

Why it’s important: Celebrating a VIP tier achievement with your customers will show them that you want them to enjoy the full value they’ve earned as part of your brand community. When you help them see and take advantage of value sooner, they’ll be more likely to come back to your store to make additional purchases.


📋 Note: You may notice some Smile specific details in the footer of your email notifications.

This text is due to compliance with Canadian and U.S. anti-spam laws. It is not currently possible to remove this text.


What's next?

Use variables to insert relevant information into customer emails

Learn more

Add images to customer emails

Enable or disable customer emails

Email marketing with reward data

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