A community space inside your loyalty program

Your best customers already talk about you — in Instagram comments, in DMs, in group chats you'll never see. Communities give that conversation a home inside your loyalty program, where you can join it, reward it and decide who gets the microphone.

Channels in the wallet customers already open

A channel is a chat space your customers open from their loyalty wallet — no new app, no forum to log in to. Each one has its own name, description, logo and banner, and two types:

• Public channels — one shared conversation: drops, behind-the-scenes, member Q&A
• Personal channels — every customer gets a private conversation with you

Customers find channels through a Community Directory block in the wallet, with unread badges that pull them back, or you can put a single channel's conversation right on a wallet screen. Inside, people can react with emoji, attach files and images, and reply in threads, each of which you can switch on or off per channel.

Decide who gets the microphone

Every channel sets who can write — for the main conversation and, separately, for replies:

• All — open conversation for every member
• Admins — an announcement feed: you post, members read and react
• Segments — only chosen customers can post, such as your top VIP tier or your ambassadors

So "everyone can read, only Gold members can post" is a two-minute setup, and segments built from purchases, tiers or quiz answers give you as many rooms as you need.

One-to-one, without a help desk

Personal channels turn the wallet into a direct line. You reply from the Communities page, where every channel shows how many messages you haven't read and the list refreshes on its own — a VIP concierge or a feedback channel without another tool to pay for.

Moderation built in

Communities attract the occasional bad actor. Mute or ban customers in a channel, review everyone who's muted or banned from the channel's settings, and lift a restriction when you're ready. Draft channels stay hidden until you switch them on.

Part of the program, not a forum on the side

A community inside your loyalty program can do what a Facebook group can't: it sits next to members' points and perks, it can hand the microphone to your top tier, and you can thank a standout member with points from their profile in a couple of clicks. Pair it with challenges and the community has something to talk about. For the strategy, see our guides to building an online community, community marketing and brand community examples.

Communities come with Toki's paid plans, from $49/month with a 14-day free trial — see pricing. Install Toki or book a demo to see a channel in action.