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Smile automatically sends customer emails for key loyalty program events. This article explains when each email is sent and the variables you can use to customize it. Manage customer emails from Settings > Customer Emails, where you can enable, disable, and customize the content of each email. For a complete list of variables you can use in the Subject, Title, and Description fields, see Use variables in customer emails.

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Available customer emails

Smile can automatically send the following customer emails:
  • Points earned
  • Reward redeemed
  • Birthday reward
  • Points expiry
  • Reward expiry
  • Referral shared through Smile
  • Friend received referral
  • Referral completed
  • VIP tier achieved
The sections below explain when each email is sent and which variables you can use to customize it.

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Points earned

Sent when: A customer earns points by completing an eligible earning action, such as making a purchase.
Note: Smile does not send Points earned emails when customers:
  • earn points through any social media earning rule
  • earn points from the Sign up earning rule
This helps reduce the number of emails customers receive when creating an account.If you’d like customers to know they’ve earned sign up points, consider updating your eCommerce platform’s account confirmation email to include this information.
Variables required:
  • {{reward_fulfillment.source_description}} - (reward action completed)
  • {{reward_fulfillment.name}} - (reward name)

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Reward redeemed

Sent when: A customer redeems a reward using points. Variables required:
  • {{reward_fulfillment.name}} - (reward name)
  • {{ points_purchase.points_spent_formatted }} - (redemption amount with currency name)

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Birthday reward

Sent when: A customer’s birthday reward is issued after they’ve provided their birthday and birthday rewards are enabled. Variables required:
  • {{reward_fulfillment.name}} - (reward name)

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Points expiry

Plan availability: Points expiry is available on Growth, Plus and Enterprise plans.
Sent when: This email is sent before a customer’s points expire. You can choose timing for these notifications in Smile Admin in Program > Points. For more information, see the Understand points expiry.

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Reward expiry

Feature availability: Reward expiry is available on Growth, Plus, and Enterprise plans.
Sent when: This email is sent 3 days before a customer’s rewards expire.

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Referral shared through Smile

Sent when: A member shares their referral link using Smile’s email sharing option. The email is sent to their friend. Variables required:
  • {{friend_reward.name}} - (friend reward)

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Friend received referral

Sent when: A friend claims a referral reward. Variables required:
  • {{reward_fulfillment.name}} - (reward name)

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Referral completed

Sent when: A referred friend completes a qualifying purchase and the referring member earns their referral reward. Variables required:
  • {{reward_fulfillment.name}} - (reward name)

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VIP tier achieved

Feature availability: VIP programs and VIP email notifications are available on Growth, Plus and Enterprise plans.
Sent when: A member enters a higher VIP tier. Variables required:
  • {{customer.vip_tier.name}} - (customer VIP tier name)
Note: Smile-specific text is included in the footer of these emails to comply with Canadian and U.S. anti-spam laws. This footer can’t currently be removed.

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View customer email activity

Smile Admin doesn’t display send or delivery information for individual customer emails. To view the total number of emails sent for a notification, open that email under Settings > Customer Emails. The all-time send count is displayed in the Details card on that email’s settings page. If you have questions about customer emails, contact Smile Support at help@smile.io