The five rules
- 1st
First-visit follow-up
Thanks someone shortly after their first stamp. Skipped automatically if you already give a welcome reward.
- 2nd
Near reward
Nudges a customer sitting one stamp from their reward who has gone quiet.
- 3rd
Reward reminder
Reminds someone holding an unredeemed reward that it is waiting for them.
- 4th
Win-back
Reaches a customer just as they cross into At risk.
- 5th
Win-back (lost)
A last attempt as they cross into Lost. Capped so a gone customer is not chased forever.
Only one message goes to a customer per day. If someone matches several rules at once, the highest wins and the others simply wait.
What each rule is for
First-visit follow-up: thanks someone shortly after their first stamp, while they still remember your shop. Skipped automatically if you already give a welcome reward.
Near reward: the highest-value rule for most businesses. It reaches a customer sitting one stamp short who has gone quiet, which is the easiest visit to recover.
Reward reminder: for customers holding a reward they have not used. They already earned it; they just forgot.
Win-back and Win-back (lost): reach someone as they cross into At risk and again as they cross into Lost. The lost rule is capped so a genuinely gone customer is not chased indefinitely.
Settings you control
- Mode: Suggest, where you approve each message. Automatic is not open yet.
- Daily send time and timezone: when the daily check runs.
- Frequency cap: the minimum days between Autopilot messages to one person, from 1 to 30.
- Monthly cap: the most Autopilot messages one person can receive per month, from 1 to 8.
- Count my manual campaigns: on by default, so a customer who just received a campaign from you is not also nudged by Autopilot.
- Excluded tags: customers carrying these tags are never contacted.
Editing a rule
Each rule has its own editor with only the timings that rule uses, its channels, and the message copy.
You can write your own title and body, using tokens that are filled in per customer:
{firstName}and{greeting}{businessName}{stampsLeft}and{currentStamps}{rewardTitle}and{voucherTitle}{daysSinceVisit}
A live preview shows the result as you type. An unrecognised token is rejected when you save rather than sent out broken.
Attaching an offer
A rule can carry an incentive (bonus stamps or a small offer) with a budget you set. Offers created this way appear in a "Live offers from Autopilot" panel on the Overview tab, which is where you go to end one early.
Use incentives sparingly. A win-back that costs you nothing but a message is better business than one that gives away a free item to someone who was coming back anyway.
A sensible starting point
Turn on Near reward first, on its own, and watch it for a fortnight. It is the rule with the clearest link between the message and the visit.
Add win-backs once you trust what you are seeing.