Automatic campaigns

An Automatically campaign reacts to what a single customer does. You pick one trigger, such as Points Earned or Membership Unlocked, and every time a customer does that, Toki sends your message to that customer right away. It's the way to say "thanks for your order", "welcome to Gold", or "your friend just used your code" without lifting a finger.

How an automatic campaign works

Toki watches for the trigger you picked under When to send. When a customer does it, that customer gets the message. Nobody else does.
Only Active campaigns send. A Draft campaign ignores customer actions until you set it to Active.
If you picked a Segment, Toki checks that the customer is in the segment at that exact moment. If they aren't, nothing is sent to them this time. See Campaign audience.
Toki sends every time the trigger happens. A customer who earns points three times in a day gets three messages from a Points Earned campaign. Pick triggers with that in mind, especially for push notifications.
If two active campaigns use the same trigger, the customer gets both messages.

Create an automatic campaign

In the Toki app, click Campaigns in the left navigation.
Click Create campaign.
Under Basic Information, keep Campaign type set to Automatically. The Trigger Action box appears on the right.
In the Trigger Action box, pick the trigger in When to send. Toki fills in a suggested Campaign name and starter text for each channel. Edit them as you like.
In Segment, pick a segment to message only those customers, or leave it empty to message everyone who does the action.
Under Notification Settings, turn on the channels you want and check the text for each. See Notification channels.
Set Status to Active to go live, or leave it as Draft to finish later.
Click Save.

To change the trigger later, open the campaign, pick a different option in When to send, and click Save. The Action column on the Campaigns page shows which trigger each automatic campaign uses.

What happens when you pick a trigger

Picking a trigger fills in starter text, so you never start from a blank page:

Campaign name gets a suggested name in capital letters, based on the trigger. Rename it to anything you like.
Push notification content, Email subject, Email message, Wallet notification title, and Wallet notification body each get starter text. Push gets the title and body together on one line; email and wallet get them as separate fields.
Toki fills in all three channels, even the ones you haven't turned on. Turn a channel on later and its text is already waiting.
Toki only fills in fields that are empty. Text you've already written stays as it is. If you switch to a different trigger and want its starter text, clear the field before you switch.

Placeholders

Starter text often includes placeholders in double curly braces, such as {{amount}} or {{membership_name}}. When Toki sends the message, it swaps each placeholder for that customer's real value. If your text reads You have earned {{amount}} points, the customer sees "You have earned 50 points".

Each trigger has its own set of placeholders. For the full list per trigger, and the rules for writing them, see Message placeholders and starter text.

Triggers you can choose

The When to send field lists these triggers. Each one has its own placeholders, listed in Message placeholders and starter text.

Activities and challenges

Trigger	When it sends
Activity Completed	A customer completes an activity from your Ways to Earn.
Challenge Started	A customer starts an attempt at a challenge that has Time-based challenge turned on, by completing one of its activities.
Challenge Completed	A customer completes a challenge and earns its reward.
Activity/Challenge Approved	You approve a completion that was waiting for your review. See Reward approvals.
Activity/Challenge Denied	You deny a completion that was waiting for your review.
Voting Activity Completed	A customer answers a voting activity.

If an activity needs your approval, nothing is sent when the customer submits it. When you approve the completion, Activity/Challenge Approved and Activity Completed both fire, and Points Earned fires as the approved reward adds points. A customer covered by campaigns on all three triggers receives all three messages at approval time.

Points and rewards

Trigger	When it sends
Points Earned	A customer earns points, from any source.
Points Spent	A customer spends points.
Redemption Created	A customer redeems points and receives a discount code.
Reward Created	A customer earns a discount or free-gift reward and Toki issues the code.
Automated Gift Sent	Toki sends a customer a free product.
Transactions Deleted	Points transactions are removed from a customer's history.

Memberships

Trigger	When it sends
Membership Unlocked	A customer reaches a membership tier.
Membership Lost	A customer drops out of a membership tier.
Paid Membership Subscribed	A customer subscribes to a paid membership.
Paid Membership Renewed	A paid membership renews and the payment goes through.
Paid Membership Renewal Payment Failed	A renewal payment doesn't go through. Toki retries.
Paid Membership Cancellation Requested	A customer asks to cancel a paid membership.
Paid Membership Cancelled	A paid membership ends, whether cancelled or expired.

See Paid memberships and Paid membership billing for how subscriptions, renewals, and cancellations work.

Referrals

Trigger	When it sends
Referred a Friend	Goes to the referrer: a friend used their referral code on an order.
Referral Code Used	Goes to the friend who used a referral code on an order.
Send Refer a Friend Invite	Goes to the invited friend. A customer invites a friend by email from a refer-a-friend reward whose Send invite via option is set to Klaviyo. The starter text reuses the invite's subject and message.

See Referral rewards for how referrals work.

Sign-ups and account

Trigger	When it sends
Account Created	A customer becomes a member of your program: Toki creates their member profile, for example with their first order or their first sign-in, whichever comes first.
Authenticated	A customer joins your loyalty program: their first sign-in to their wallet, or their click on the join button in their wallet if you turned off Auto-join users to the rewards program. Staff joining a customer at the point of sale counts too. This fires once per customer.
Newsletter Sign Up	A customer signs up for your newsletter through Toki.
Klaviyo Submission	A customer submits a Klaviyo form connected to Toki.
Birthday	It's the customer's birthday.
Birthdate Changed	A customer adds or changes their birthdate.

A customer can be a member without having joined, for example after placing an order without signing in. See How points work for how customers become members and join.

Wishlists

Trigger	When it sends
Wishlist Item Added	A customer adds a product to their wishlist.
Wishlist Item Removed	A customer removes a product from their wishlist.

Gift cards

Trigger	When it sends
Product Gift Card Gifted	A customer sends a gift card to someone. Goes to the sender.
Product Gift Card Delivered	A gift card reaches its recipient. Goes to the recipient.

See Gift card delivery and emails for how gift cards reach recipients.

Orders, reviews, and segments

Trigger	When it sends
Order Processed	Toki finishes processing one of the customer's orders, soon after the order is placed. Fires once per order. Orders that are pending payment or on hold are processed once that clears, and cancelled orders don't trigger it.
Review Created	A customer submits a review.
Request Review	One of your workflows runs the Request Review action for the customer. The workflow decides the timing, for example a set number of days after Order Processed. See Workflow actions.
Segment Reminder	A customer is about to drop out of a segment that has Reminder enabled under its Reminder Settings. Once a day, Toki checks each such segment and fires this trigger for members who would no longer qualify Days before days from now, at most once per Days interval. See Segments.

Events handled by Workflows

Some customer events are triggers in Workflows rather than in campaigns, for example when a customer enters or leaves a segment (Segment Unlocked, Segment Lost) or when a timer goes off (Timer Triggered). A workflow can send emails and push notifications too. See Workflow triggers and Workflows.

Campaigns: the Campaigns page, Draft and Active, testing, and deleting campaigns.
Notification channels: push, email, and wallet messages.
Campaign audience: who receives an automatic campaign.
Message placeholders and starter text: the placeholders each trigger supports and what starter text Toki fills in.
Scheduled campaigns: send at dates and times you choose instead.