Who Is This For?

StoreHub merchants in Malaysia, Thailand, and the Philippines using 'Engage' to send automated SMS marketing to their customers.

Overview

If you noticed that your SMS campaigns are not reaching every customer in your list, it is usually because of eligibility rules. StoreHub 'Engage' uses smart triggers to send the right message at the right time. This article explains the specific rules for each campaign type so you can understand why some customers are excluded.

Before You Begin

Your account must be under Advanced and Pro Plan.

You must have an active 'StoreHub Engage' subscription (Add-On).

You must have sufficient SMS credits in your account.

Customers must have a valid mobile number saved in your 'Customer list’ in the BackOffice.

What You Will Learn in This Guide

What is StoreHub Engage and its purpose.

The different types of campaigns you can run.

What is the StoreHub Engage?

This feature – once activated in the BackOffice – allows you to make use of the customer data that you have collected from both offline and online platforms.

You can use the data to target specific customers with enticing loyalty programs through Automated Promotional SMS messages.

Types of Campaigns You Can Set Up

Campaign Name	Campaign Details	Customer Eligibility
Welcome New Customers	Allows you to re-engage with new customers, offering them promos to entice them to return. This can help you attain more loyal patrons.	The SMS is only sent to new customers. It is sent at 11:00 AM, exactly 1 day after the customer's first purchase.
Cashback reminder	This encourages customers to return and spend their earned rewards.	The SMS is only sent to customers who have a specific cashback amount. It also checks the last purchase day to ensure the reminder is timely.
Win back lost customers	This offers rewards to inactive customers to bring them back to your business.	The SMS is only sent based on the specific last purchase day. If a customer visited more recently than your set "inactive" period, they will not receive this SMS.
Birthday promotion	This sends a cheerful wish and a promo code to customers on their special day.	The SMS is only sent if the customer's birthday falls within a specific set date (between 5 to 30 days) before their actual birthday. You must have the customer's birth date recorded in the BackOffice within the set timeframe.
Expiring Cashback Alert	This reminds customers to use their vouchers before they disappear.	The SMS is only sent to customers who have cashback expiring within specific days. You must have 'Beep Cashback' expiry enabled in your 'Cashback Settings' for this to work.
Custom Campaign	These are one-time blasts for new products or special offers.	The merchant manually selects the target customers from the BackOffice Customer list.

Subscribe to StoreHub Engage

Merchant may purchase add-ons via BackOffice Settings. Under Billings, select Plans.

Notes:

The SMS credit rate is different for Automated SMS (StoreHub Engage) compared to One time SMS Campaign
Upon subscription to the Engage Free Trial, your account will receive an allocation of 200 Free SMS credits.

How to Set Up Automatic SMS Credit Top-Up

1. In your BackOffice, click on Settings drop-down menu button; select SMS Billing.

2. At the Auto Top-up Section, click the toggle to enable the feature

3. In the When SMS Falls below field, set a threshold that - when reached - triggers the auto top-up.

Note: Avoid setting a threshold that is too low to ensure your StoreHub Engage campaigns run as smoothly.

4. In the Auto Top-up field, key in the number of credits you wish to reload every time you run low.

Note: You must insert an amount that is equal to or more than the threshold you have set.

Example: Your threshold is set at 500 credits; therefore your auto top-up amount must be 500 credits or higher.

5. Read the terms carefully and click the check box to continue

6. Click Save to complete the setup.

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Troubleshooting

Issue	Solution
My SMS was not sent to a specific customer	Check if they meet the rules above (e.g., did they visit recently? is their birthday saved?)
No one is receiving birthday SMS	Go to 'Engage', then click 'Campaign Set Up' to ensure the campaign is 'Published' and not 'Paused'.
I can't see the 'Engage' menu	Ensure you are logged into the BackOffice with an 'Admin' account.

FAQs

1. Why didn't my regular customer get a 'Welcome New Customer' SMS?

The "Welcome New Customer" campaign is specifically designed as a one-time greeting to encourage first-time visitors to make their very first purchase.

Because the system recognizes your regular customers by their previous purchase history, they are already valued members of your community rather than "new" visitors. As a result, they won't trigger this specific automated welcome message.

2. Can I send an SMS to every single customer at once?

Yes. To reach everyone regardless of their last visit or birthday, you should use a 'Custom Campaign'. This allows you to manually select all customers from your 'BackOffice Customer list' for a one-time blast.

3. Does the system skip customers who don't have a phone number?

Yes. An SMS can only be delivered if a valid mobile number is saved in the 'Customer list'. If the number is missing or in the wrong format, the campaign will skip that customer.