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Communication Channels

IncentIA allows you to communicate with your members through multiple channels. From transactional notifications (points earned, reward redeemed) to marketing campaigns (new campaigns, special offers).

Available Channels​

SMS​

Traditional text messages. High reach and open rate.

To set up SMS:

  1. Go to Settings > Integrations > Messaging
  2. Select SMS
  3. Choose your SMS provider from the list of compatible providers
  4. Enter the credentials provided by your provider
  5. Set the sender name (what will appear on the member's phone)
  6. Click Save
  7. Send a test SMS to verify it works correctly

WhatsApp​

Messages through WhatsApp Business. A very personal channel with high interaction.

To set up WhatsApp:

  1. Go to Messaging > WhatsApp
  2. Connect your WhatsApp Business account
  3. Follow the instructions to link your business phone number
  4. Configure the message templates (WhatsApp requires approved templates for proactive messages)
  5. Click Save
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WhatsApp requires that proactive messages (sent by you to the member) use previously approved templates. Reply messages within a conversation started by the member are unrestricted.

Telegram​

Notifications through a Telegram bot.

To set up Telegram:

  1. Go to Messaging > Telegram
  2. IncentIA will guide you to create a Telegram bot with BotFather
  3. Enter the bot token
  4. Members will be able to subscribe to the bot from their portal to receive notifications

Push (Browser)​

Push notifications that appear in the member's browser, even without having the page open.

To set up Push:

  1. Go to Messaging > Push
  2. Enable push notifications
  3. Customize the default icon and title for notifications
  4. Members will see a dialog asking for permission to receive notifications the first time they access the portal

Types of Messages​

Transactional Messages​

Sent automatically when an event occurs. They do not require additional configuration, just enabling the channel:

  • Welcome: when a new member registers
  • Points earned: when the member receives points
  • Reward redeemed: confirmation of a reward redemption
  • Tier upgrade: when the member moves up a tier
  • Coupon received: when they win a coupon in a campaign
  • Expiration reminder: when their points are about to expire

Marketing Messages​

Communications you actively send to promote your program:

  • New campaign: notify members about a new campaign or game
  • Special offer: temporary promotion or points multiplier
  • New reward: when you add an interesting reward to the catalog
  • Re-engagement: for inactive members who have not participated recently

Member Preferences​

Members can manage their communication preferences from their profile:

  • Choose channels: decide which channels they want to receive communications on
  • Frequency: reduce the frequency of marketing messages
  • Unsubscribe: stop receiving a specific message type or channel

To view and respect these preferences:

  1. Go to Members > select a member > Preferences
  2. You will see the communication preferences set by the member
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Always respect your members' communication preferences. Sending unwanted messages can generate dissatisfaction and violate GDPR regulations. Transactional messages (confirmations, security alerts) are the exception and are always sent.

Best Practices​

  • Do not oversaturate: sending too many messages reduces effectiveness and generates unsubscribes
  • Personalize: use the member's name and relevant data in your messages
  • Right timing: send at reasonable hours (not in the middle of the night)
  • Valuable content: every message should offer something useful or interesting to the member
  • Right channel: use SMS for urgencies, WhatsApp for interaction, push for quick reminders
Next step

Discover how to use OCR ticket scanning to validate purchases from customers who do not buy online.