These communications are triggered by specific events or activities initiated by the customer or the business itself.

The primary purpose of transactional customer communication is to provide relevant and timely information to the customer based on their actions or to confirm important transactional details.

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Key Terms to know

Responder: The transactional email or SMS that is sent to a customer

Responder Trigger: The event that happens, or is scheduled to happen, in which will trigger the responder to be sent

Merge Tags: A placeholder that dynamically inserts configurable or personalized content, such as items purchased, names or addresses, pulled from the database.

Quick Launching Responders

Add Branding to your Campaign
Set the Sender Name, Email and Connection within your Campaign
Activate Stock Responders by adding the ones you wish to send within your Campaign and/or Offers and or Offer Cycles.
Test

Responder Types

Examples of transactional customer communication include:

Order confirmations: Sending an email to a customer to confirm their purchase and provide details about their order, such as order number, items purchased, and delivery information.
Shipping and delivery notifications: Informing customers about the status of their shipment, including tracking information and estimated delivery dates.
Payment confirmations: Notifying customers when a payment has been successfully processed and providing details of the transaction.
Subscription or membership renewals: Sending reminders to customers about upcoming subscription or membership renewals
Subscription Updates: Confirming to customers of any updates they have made to their account, including cancellation, skip, swap or reactivation of a subscription.
Portal Password create & resets: Sending an email to a customer with instructions on how to create or reset their account password if they have forgotten it.
Account statements: Providing customers with regular updates on their account balance, transactions, or other financial details, such as if a payment is declined or a refund has been issued.

Responder Navigation

1. Responder Details

This is where you can see what triggers this responder to be sent. The internal responder namd and the external responder email subject line can be edited here.

2. Preview & HTML

The middle preview section will give you a preview display of what will be sent, as well as where the responder sender information is pulling from

Campaign - this shows what Campaign you are viewing from. If utilizing Vrio Stock or the branding merge tags, you can also see the branding set within that Campaign.
Connection - The email or SMS connection that will be sending the responder on your behalf.
From - The sender name that your customers will see
From Email - The sender email that your customers will see

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Sender Information

If no Sender Information is set - From and From email will be "{Campaign-ID}@vrioemail.com"

By default, Connection, From and From email are pulled from the Campaign. However these can be overwritten within the Responder to use the same Connection, From & From Email.
Learn more here.

Want to change the campaign you are previewing? No problem, toggle to any Campaign and the view will update:

3. Responder Overrides

As stated above, by default the Connection sending the responder and the Responder From & Responder From Email are setup within the Campaign responder section. However these can be overwritten and live on the specific responder.

When the Responder Override fields are present, this Responder will use those details and ignore Campaign Connection, Responder From and Responder From Email

When Responder Overrides are present, the preview will state the connection/from/from email being used and note they are being used from

4. Available Merge Tags

Each Responder Trigger has a list of merge tags that are available for use. That list will adjust depending on the Trigger that is set.

5. Testing

As anything, testing a live responder is always recommended. Enter a test email and hit send test. You will receive a test responder.

Stock vs Custom Responders

Stock Responders are pre-written, standardized messages or templates used for transactional customer communication.

These are created and ready for immediate use.

Learn more about Stock Responders here.

Custom Responders can be blank slates in which you insert your own HTML utilizing the available merge tags to include any dynamic information necessary to communicate to your customers.

Custom Responders can also take portions of the Stock Responders and apply your own additional information. This can be done by simple duplicating a Stock Responder and editing the HTML.

Learn more about Custom Responders here.

Responder Content

Responders are written in HTML and merge tags are available to pull in customer details for a personalized message.

Activating a Responder

Once a responder has been created, it can be added to the Campaign, specific Offer or specific Offer Cycles.

Best practice is to have the Campaign Responder set for general transactional communication. This will encompass the entire cart for the customer. However, for more targeted messaging a responder can be used on the Offer or Offer Cycle.

Advanced options allow to have targeted messaging for the specific program that the customer signed up for by setting responders on the Offer. Or utilizing responders as a retention strategy to notify on renewal 4 the customer will be getting a free gift as a thank you, a responder could be setup on renewal 4 pre-charge notifying the customer of this promotion.

Note: Responders set on the offer cycle level will override any campaign or offer level responders, with the exception of the charge responder. The charge responder will be sent out in addition to the campaign level responder

Learn more about Responder placement here.

Available Merge Tags

Merge tags that are available are dependant on the responder trigger.

See a full list of available merge tags here.

Frequently Asked Questions

Q: If I use my own Email Connection, will I lose reporting?
A: If using SendGrid, no. There will be no functionality lost by using your own connection.
If use a SMTP or other, we will not get deliverability metrics back

Q: Where do I setup the Responders to fire?
A: Responders can be configured on the Campaign (highest level), Offer or Offer Cycle (most granular level). This depends how targeted the messaging is that you are trying to send.