Campaign journey overview
Outlined below are an overview of reward workflows using campaign journeys involve:
Segment creation: Build a segment containing the profiles eligible for the reward. The segment acts as the entry point for the campaign.
Reward assignment: Assign the reward rule to the segment and configure send reward email by campaign to yes. This prevents the system from automatically sending the reward email when the reward is issued, giving you control over timing and messaging through the campaign.
Campaign journey:
Create a multi-step campaign that includes:
Reward issuance via the send reward email action.
Follow-up communications based on guest behavior.
Conditional logic to branch based on reward redemption or other actions.
Build a drip campaign with reward issuance
Outlined below are details on how to create a drip campaign with reward issuance.
Before starting ensure the following are in place:
Loyalty module must be activated.
Reward formula must be configured and active.
Segment must be built with reward rule assigned.
Send reward email by campaign must be set to yes on the segment.
Create a drip campaign with reward issuance
Follow the steps below to build a drip campaign with reward issuance.
From the left navigation menu, click Loyalty Setup and click Reward Formula Setup.
Click Add Reward Formula or select an existing reward to edit.
Complete the general information fields:
Reward code: Unique internal identifier.
Reward type: Select from room reward, reservation reward, partner reward, or generic reward.
Internal reward name: Name visible to CRM users.
External reward name: Name displayed to guests.
Membership tiers: Select eligible tiers.
Max earning: Maximum times the reward can be issued per profile.
Email template: Check this box to enable email notifications.
In the campaign configuration section, set Issuance Trigger to Segment.
Check the Active box to enable reward issuance.
Click Save and Close.
From the left navigation menu, click Campaign Management Tools and click Segments.
Click New or select an existing segment to edit.
In the details tab, enter:
Name: Descriptive name for the segment for example Birthday This Month.
Description: Optional explanation of the segment's purpose.
Public segment: Set to yes to enable segment usage in campaigns
Available in preference center: Set to no. All segments with segment-based rewards should have this set to no so that guests cannot self-identify to be in the segment and issue themselves rewards.
Published: Set to yes when ready to activate the segment.
Switch to the filters tab and configure filter criteria to define which profiles should be added to the segment.
Example segment filters:
Birthday month: Target guests with birthdays in a specific month.
Membership tier: Filter by specific loyalty tier levels.
Last stay date: Target guests who haven't stayed recently.
Stay count: Target guests with a certain number of stays.
In the details tab, locate the reward rule dropdown and select the reward you created.
Set send reward email by campaign to yes.
This tells the system to issue the reward but not send an automatic email. You will control email sending through the campaign journey.
Click Save and Close to save the segment. The segment is now ready to be used as a profile source in your campaign.
From the left navigation menu, click Campaign Management Tools and click Campaigns.
Click New.
Enter campaign details:
Name – Descriptive name for the campaign for example birthday reward – drip campaign.
Description – Optional explanation.
Allow profiles to restart the campaign – Set to yes for recurring campaigns such as birthday rewards or join date anniversaries.
Published – Set to no while you build the campaign.
Click Launch Campaign Builder.
In the campaign builder, click Add a profile source and select Profile reward segments from the dropdown.
Select the segment and click Add.
📌Note: Profiles that are members of the selected reward segment will automatically be added to this campaign.
Click the + button on the profile source.
Select the Actions tab.
Click Send reward email.
Configure the action:
Name – Enter a descriptive name for this action step for example Send Birthday Reward Email.
Email type – Automatically set to reward.
📌Note: The system will automatically select the appropriate reward email template based on the segment's associated reward rule and the profile's language preference.
Create a yes or no branch.
Yes branch – The reward has been redeemed. You might send a thank you email or add to a Loyal Customers segment.
No branch – The reward hasn't been used. You might send a reminder email.
Add conditional logic by clicking the + button after the send reward email action. This is optional.
Select the Conditions tab.
Choose a condition such as reward has been used.
Add time delays by clicking the + button. This is optional.
Select the Triggers tab.
Choose execute at a relative time period and select configure the delay:
Interval – Number of time units to wait.
Unit – Minutes, hours, days, months, or years.
Review the complete campaign flow and click Apply to save the campaign.
Set the campaign to Published status to Yes to activate it.
Profiles will begin entering the campaign based on the selected profile source.
Example campaign flow: Birthday reward with follow-up
Here's an example of a complete campaign journey for a birthday reward program.
Profile source – "Birthday This Month" segment filtered by birthday month.
Trigger – Execute at a relative time period wait until birthday date.
Action – Send reward email, birthday reward.
Trigger – Wait seven days.
Condition – Reward has been used?
Yes – Action: Modify profile's tags add Birthday Reward Redeemed.
No – Action: Send email reminder about unused birthday reward.
Trigger – Wait 14 more days.
Condition – Reward has been used?
Yes – Profile exits.
No – Action: Send email, the final reminder before expiration.
Profile exits.
This flow ensures guests receive their birthday reward, get reminded if they haven't used it, and are tracked for redemption behavior.
Available campaign components
The campaign builder provides a visual drag-and-drop interface with the following components:
Decisions (Green)
Conditional branching based on profile actions:
Clicks email – Branch based on whether the profile clicked a link in an email.
Device visit – Branch based on device type used to visit a page.
Opens email – Branch based on whether the profile opened an email.
Replies to email – Branch based on email replies.
Submits form – Branch based on form submissions.
Visits a page – Branch based on page visits for a CRM landing page
Actions (Orange)
Operations to perform on profiles:
Change campaigns – Add or remove profiles from other campaigns.
Jump to Event – Jump to another point in the campaign flow.
Modify profile's segments – Add or remove profiles from segments.
Modify profile's tags – Add or remove tags from profiles.
Send email – Send a specific email to the profile.
Send email to user – Send an email to a user or owner.
Send reward email – Send a reward notification email to the profile.
Update profile – Update profile field values.
Conditions (Blue)
Evaluate profile attributes:
Profile campaigns – Check campaign membership.
Profile device – Check device type.
Profile field value – Check specific field values.
Profile segments – Check segment membership.
Profile tags – Check tag assignments.
Form field value – Check submitted form field values.
Has valid email address – Validate email address.
Join Loyalty Program – Check if profile joined the loyalty program.
Reservation Cancelled – Check if a reservation was cancelled.
Reservation Created – Check if a reservation was created.
Reward has been used – Check if an issued reward has been redeemed.
Triggers (Purple)
Time-based execution:
Execute at a relative time period – Wait for a specified duration before executing the next step.
Execute at a specific date or time – Execute at a specific date and time.
Testing before activation
Follow these steps to test your drip campaign before activating it for all guests.
Recommended testing workflow:
Configure the full campaign flow.
Set the campaign Published status to No.
Manually add one or more test profiles to the segment.
Verify that the campaign executes correctly.
Verify that emails are sent at the correct times.
Verify that conditional logic branches correctly.
Set the campaign Published status to Yes when ready to activate.
⚠️Important: Activating a campaign before testing may result in unintended communications to all segment members.
📌Note:
Rewards can only be assigned to one campaign at a time to ensure correct rules are applied.
Ensure segments are published and reward rules are active for automatic processing.
Campaign execution may be delayed based on system processing cycles.
Reward emails should clearly communicate redemption steps to avoid guest confusion.
Frequently asked questions
Outlined below are some frequently asked questions.
Can I assign the same reward to multiple campaigns?
No. A reward can only be assigned to one campaign at a time. This ensures that the correct reward rules and issuance logic are applied when executing the campaign.
What happens if I change the segment filters after the campaign is published?
New profiles who meet the updated filter criteria will be added to the segment and enter the campaign. Existing profiles who no longer meet the criteria will be removed from the segment but will continue through the campaign flow unless you manually remove them.
Can profiles restart the campaign if they meet the criteria again?
Yes, if you set Allow profiles to restart the campaign to Yes. This is useful for recurring campaigns like birthday rewards or anniversary campaigns.
How long does it take for profiles to move through the campaign?
Campaign execution depends on the triggers and delays you configure. Profiles move through the campaign based on the time delays and conditions you define.
Can I pause a campaign?
Yes. Set the campaign Published status to No to pause the campaign. Profiles currently in the campaign will remain at their current step until you republish the campaign.
Can I see where profiles are in the campaign flow?
Yes. Navigate to the campaign and click View Profiles to see a list of all profiles in the campaign and their current step.