Using the app

Here is some more information about working with the Voyado Engage app for BigCommerce.

Contact types

When you configure the app, you have two options for how to store your customers in Engage:

You can store all customers as contact type “Member“. If a merchant chooses this option, the consent hasAccount is used as a flag to tell guests and account holders apart.
You can also choose to store account holders as "Member" and guests as “Contact“ and separate them as two different customer types.

If you have chosen to work with two contact types, the app will automatically upgrade an already existing customer of type “Contact” to type “Member” when creating an account for them.

Contact types and loyalty

If you are using loyalty with reward points, your contact types determine how those points are collected (or not collected).

If you've chosen to make everyone "Member" then all your customers can collect points in Engage.
If you've chosen to use both "Member" and "Contact" then only Members can collect points in Engage.

In both situations, you can exclude certain Members from collecting reward points by setting up a filter in the Rewards module. This needs to be done by your Voyado team, so contact them for help.

Multi-market support

This will help you to get better insights in Engage on how your business performs in each market/country regarding customer acquisition, retention and churn.

If you have several BigCommerce storefront channels connected to the same brand, you can choose to map all channels to the same Engage instance and, within that instance, connect a country/countries to a store.

If however you have one BigCommerce channel which sells in several markets/countries, you can map each market/country to a different store in Engage.

If you are operating with multiple brands within one BigCommerce store, with each brand connected to its own storefront channel, we recommend you connect these to separate Engage instances within the app.

Marketing preferences

The BigCommerce app sets the "Accepts email" marketing preference flag at two different times:

Account creation: When a customer is created in Engage, the "Accepts email" flag is set based on what the customer chose to do. For example, if they sign up for My Pages without setting any consent, "Accepts email" will be set to "false" in Engage, since the customer hasn’t opted into marketing. But if the customer opts in for the newsletter, the "Accepts email" flag will be set to "true" in Engage, since they have now opted into marketing.

Checkout: If the customer opts in at checkout, that opt-in flag will be sent to Engage and synced to Engage’s “Accepts email” preference. If the opt-in flag is left untouched during their second purchase, the "Accepts email" preference will not be updated in Engage.

Newsletter subscribers

Native sign-up form

If you are using the native BigCommerce sign-up form for collecting subscribers, these subscribers will all be synced to Engage.

Third party sign-up form

If you are using a third-party platform, the app will only create a subscriber in Engage if the subscriber is already stored in BigCommerce. If not, you must either connect the platform to Engage OR change the platform to one which already has an Engage integration, such as Redeal or Triggerbee.

Syncing orders to Engage for segmentation

In Engage, the entity called Receipts allows you to segment on orders and refunds.

Purchase orders are synced for both account holders and guests. In the app settings you can choose when the app should count an order as a Receipt in Engage, either at the orders “Awaiting fulfillment“ stage or at the orders “Complete” stage, or indeed at any other stage.

Refunds are synced to Engage when a refund is registered in BigCommerce. Only the products that have been refunded will be sent to Engage, and not the whole order.

Transactional communication

Caution

Remember to disable emails going out from BigCommerce when enabling transactional communication from Engage.

The order information that is sent to Engage for this feature is not stored for you to segment on. Information within the order is sent through to the end-consumer via email, and this can only be tracked under the tab “Messages" on the contact card in Engage, or by segmenting on the actual email send-out.

Before getting started with this feature, you have to setup your marketing automations in Engage.

You can filter on these order states in Engage when sending the transactional communication via Engage's marketing automation:

Incomplete
Pending
Shipped
Partially Shipped
Cancelled
Declined
Awaiting Payment
Awaiting Pickup
Awaiting Shipment
Awaiting fulfillment (Order confirmation email)
Completed
Partially Refunded
Refunded
Disputed

Payment statuses can also be added as additional filters:

authorized
captured
capture pending
declined
held for review
paid
partially refunded
pending
refunded
void
void pending

Displaying loyalty data

Widgets are only supported if using Stencil, BigCommerce's native front-end framework. Most of the font and styling is inherited from your theme CSS. Your own styling and CSS can be added to the widgets.

When the Voyado Engage app is installed, it generates four custom widgets that you can drag and drop into your theme. The widgets you choose to display on-site will be populated with a contact's loyalty data if they have logged in, or if they have entered the site through an email send-out (soft-identification), allowing them to be identified.

These widgets display the following:

Active promotions
Active vouchers
Current point balance
Current member level (level, expiry, points left to next level)

Using promotions and vouchers

Here's how promotions and vouchers work between Engage and the app.

Multi-channel promotions

This allows you to create segments in Engage and assign promotion coupons to those segments. Yuo can also target your promotions based on the data stored in Engage, such as: transaction history, point balance or current member level.

These are the technical details:

The Voyado Engage app will deploy a script on app installation in the footer section of the storefront. This script will identify whether the user is logged in or not. The script will pass along customer details such as the BigCommerce Customer ID, email and store ID.
The app checks whether the contact exists in Engage. If not, they will be created.
We then call the /contactoverview API endpoint to get any active promotion data from Engage.
If there is no data available, the script will retry step 1 and 2 above after some interval (5-10 minutes). If it still don’t get any data, a retry will happen after 12 or 24 hours.
If data is found, it is sorted on expiry date and if the promotion is redeemed or not (true/false).
Then the app creates a matching promotions in BigCommerce, creates a Customer Segment, assigns the customer to that segment and then targets the promotion coupon in BigCommerce to that segment.
The promotion coupon is only valid for customers within that Customer Segment.

Reward vouchers

With this feature you can convert points into reward vouchers in Engage, which are then created as Coupon Codes in BigCommerce whenever customers identify themselves on-site.

Since a customer can have more than one valid voucher at the same time, we create the vouchers as Coupon Codes instead of Promotion Coupons. A Coupon Code is not attached to a customer in BigCommerce and that is why it is important for end-users to keep the code to themselves and not share it with anyone.