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Communications

IncentIA sends messages to members and participants over several channels, from templates, either automatically (flows) or on a one-off basis (broadcasts).

How it fits together​

Event (sign-up, receipt approved, broadcast…)
   └── template ──► chosen channel ──► person
                         ▲
        preference + consent + availability

Channels​

ChannelTypical use
EmailLong messages, newsletters
SMSShort notices, access codes
WhatsAppConversation and urgent messages
TelegramCommunities
Push notificationNotices in the app or portal
Web chatConversation on your website

Each channel is connected with your own credentials in Marketing › Channels › Channels. The number of channels depends on your edition.

Choosing the channel​

When a message can go over several channels, IncentIA picks one based on:

  1. the person's preference,
  2. whether they have contact details and have accepted that channel,
  3. the type of message (some always travel over a specific channel),
  4. a fallback channel if the first one fails.

Templates​

A template is the text of a message with variable data, such as a name or points. It can be account-wide or specific to a campaign; if a campaign template exists, it takes priority. They are managed in Marketing › Messaging › Templates.

Flows and broadcasts​

  • A flow chains messages with conditions and waits, for example "welcome, wait 7 days, reminder if they haven't purchased". It is created in Marketing › Conversational › Flows.
  • A broadcast is a one-off send to a group of recipients. It is created in Marketing › Messaging › Broadcasts.

A dynamic link is a short address that redirects to a destination you can change later. That way, if a link gets blocked or you change the landing, you don't need to resend the message. It is in Campaigns › Dynamic links. See Dynamic links.

  • Transactional messages (access code, receipt approved) are always sent.
  • Marketing messages require the person to have given their consent.
  • Every consent change is recorded.

Where to configure it​