Channels
Channels define how the Owner App communicates with customers when a Targeted Delivery or Intelligent Delivery campaign is sent. Each channel must be configured before it can be used as a delivery method in a campaign.
Go to Configuration → Company → Channels in the Owner App.
Available channels
| Channel | Use case | Prerequisite |
|---|---|---|
| Voucher delivery, campaign notifications, reactivation | SMTP or ESP integration (e.g. Mailchimp, SendGrid) | |
| SMS | High-urgency voucher delivery, birthday campaigns | SMS provider integration (e.g. Twilio, Vonage) |
| Push notification | In-app alerts, real-time campaign triggers | Mobile app with push integration via Loyal Guru SDK |
Contact Policy
Contact Policy defines how often a Customer can be contacted through each outbound channel. It is configured at Company level and used by Targeted Delivery, Intelligent Delivery, reminders, Circular Coupon emails, and other campaign sends that rely on email, SMS, or push.
Use Contact Policy to prevent channel saturation, especially when several teams or automated plans can send campaigns to overlapping Audiences.
| Setting | Description |
|---|---|
| Channel | Channel affected by the rule, such as email, SMS, or push |
| Period | Time window for the limit, such as weekly or monthly |
| Maximum contacts | Maximum number of sends allowed to the same Customer in that period |
| Segment scope | Optional restriction to specific labeled segments or customer groups |
Only one Contact Policy should affect the same channel in the same timeframe. If two policies overlap, the send logic becomes ambiguous and support cannot clearly explain why a Customer was excluded.
Contact Policy is not a replacement for consent. Consent determines whether the Customer may be contacted; Contact Policy determines whether the Customer has already been contacted too many times.
Email configuration
| Field | Description |
|---|---|
| Provider | The email service provider (ESP) used for delivery |
| API key | Authentication key from your ESP |
| From name | Sender name shown to customers (e.g. "Loyal Guru Rewards") |
| From address | Sender email address (must be a verified domain) |
| Reply-to | Optional reply-to address |
| Template | Default email template for campaign messages |
SMS configuration
| Field | Description |
|---|---|
| Provider | SMS gateway provider |
| API key / Account SID | Authentication credentials from the provider |
| Sender ID | The name or number shown as the sender (subject to provider and country regulations) |
Push notification configuration
| Field | Description |
|---|---|
| Platform | iOS (APNs) or Android (FCM) |
| Credentials | APNs certificate or FCM server key |
| App identifier | Bundle ID (iOS) or package name (Android) |
Push notifications require the customer's device to have the loyalty app installed and push permissions granted. Without this, the notification is silently dropped — the campaign send count does not reflect delivery failures.
Testing a channel
Before using a channel in a live campaign, send a test message:
- Go to Configuration → Company → Channels.
- Select the channel.
- Click Send test and enter a test recipient.
- Verify the message is received with the correct content and formatting.
Channel availability per campaign type
| Campaign type | SMS | Push | |
|---|---|---|---|
| Targeted Delivery | ✓ | ✓ | ✓ |
| Intelligent Delivery | ✓ | ✓ | ✓ |
| Games (prize delivery) | ✓ | ✓ | ✓ |
| Challenge (prize delivery) | ✓ | ✓ | ✓ |
| Instant Win | — | — | — |
Instant Win does not send a channel notification when the draw runs. The result is returned as an instant_win effect in the event response so the app can show it, and a No Prize result delivers nothing. A Targeted Instant Win is communicated through the Targeted Delivery that assigns it, using that campaign's channels.