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The Communications module is where you build and manage all member-facing message templates. Templates fire automatically when a loyalty event occurs (transactional) or are dispatched by a campaign targeting a specific member segment (promotional).

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Supported channels

Each channel can be independently enabled per template. A single template can send across all four channels simultaneously.

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Template types

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Creating a template

Manage Templates screen listing communication templates with Template Name, Events binding, Active Channels badges (Email, SMS, WhatsApp, Push), Total Sent count, and Success Rate columns, with Create Template button in the upper right
1

Go to Engage → Communications and click Create Template

2

Name the template and choose its type

Select Transactional or Promotional. This determines whether you pick a trigger event or link to a campaign.
3

Select the trigger event (Transactional only)

Pick the loyalty event that will send this message. Each event supports one active template per channel.
4

Enable channels

Toggle on each channel — Email, SMS, WhatsApp, Push. Each has its own content section.
5

Configure content for each channel

See the per-channel pages for field requirements, character limits, and constraints.
6

Set a scheduled send date (Promotional only)

Leave blank to send immediately when the campaign activates, or pick a future date within the campaign window.
7

Save or submit for approval

If Maker-Checker is enabled for Communications, saving creates a pending approval request. The template does not go live until an approver authorises it.
Create New Template form with Template Name field, Transactional type selected, trigger event dropdown showing Gift Card Redemption selected, Sensitive Data checkbox, and Setup Communication Channels section with Email, SMS, WhatsApp, and Push Notification channel toggles

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Trigger events

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Member lifecycle

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Points and transactions

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Tier events

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Referral events

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Channel partner events

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Fraud and compliance

Adding new custom events is managed by the Loyalife team during program setup and is not currently self-serve.

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Dynamic variables

Use {{variable_name}} syntax anywhere in template content. Available variables:

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Multi-language templates

Each template supports a primary language and one or more secondary languages. Loyalife selects the correct variant at send time based on the member’s Preferred Language attribute. Secondary language templates are configured per channel independently.

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Communication settings

Communication Settings screen showing Email Branding Layout selector with template preview thumbnails, and Monthly E-Statements toggle for enabling automated member statements via email
Navigate to Engage → Communications → Settings to configure program-wide communication preferences, including email branding layouts and monthly e-statement delivery options.

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Delivery history and resend

From a member’s profile, go to Account Info → Communications to see the full delivery log across Email, SMS, and WhatsApp. From this view you can resend any notification directly to the member or view the content of what was sent (hidden for templates marked Sensitive).

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Permissions