# 1send Documentation Welcome to 1send Loyalty platform ## Overview 1send is built as a simple way for businesses to increase their social media engagement, rewards their audience, and grow. If you have any questions that are not answered here, please reach out to ## What is 1send? 1send is a social engagement driven loyalty program. ## Get Started We've put together some helpful guides for you to get setup with 1send quickly and easily. {% content-ref url="/pages/CQWPuMPxl1SPxQmgRGZQ" %} [Quickstart](/getting-started/quickstart) {% endcontent-ref %} # Quickstart ## **Let’s get started ✨** What we’ll be covering… 1. [Create a 1send User Account](#create-a-1send-user-account) 2. [Connect to a Channel](#connect-to-a-channel) 3. [Create Earn Actions & Redeem Awards](#create-earn-actions-and-redeem-awards) 4. [Create Payment](#create-payment) 5. [Activate Points Program](#activate-points-program) ### Create a 1send User Account Go to Click “Get Started” to create your account

Enter user account details and click “Create account”

Input your store name to create a new store ### Connect to a Channel

Choose a channel to connect to your store. You can connect more channels later. We will use **Facebook** for this guide. Click **Allow access to Facebook**

Choose **Opt in to all current and future Pages** & **Opt in to all current and future Businesses**

Select the Facebook Page you intend to use Click **Connect Selected Page** {% hint style="warning" %} [Facebook and 1send](/integrations/facebook-and-1send#check-facebook-pages-messenger-receiver) to make sure everything is working properly. **Required for Boxify users.** {% endhint %}


Facebook Integration	Learn more about 1send's integration with Facebook	/pages/eirxtgZTirHGXdB0Z00g

### Create Earn Actions & Redeem Awards Go to Loyalty > Points tab

Click **+ Ways to Earn** or **+ Ways to Redeem** to set up your points


Learn more about points	Read our guide for how to setup your points program.	/pages/zPdWQfWyd5wzd7luJnJp

### Create Payment Go to **Settings > Billing** tab

Choose your plan (monthly vs yearly). Button will take you to a Stripe checkout link


Billing and Account	Manage your plan	/pages/Imra01bDxCmBI4kqZs2g

### Activate Points Program Go to Loyalty > Points tab

Click **Activate** to turn on the points program {% hint style="warning" %} Only posts/lives created **after** activating the points program will earn points. This prevents customers from engaging with historic posts. {% endhint %} # Fundamentals ## Overview The 1send Loyalty program is made of two parts: 1. **Earn actions** that allow your customers to earn points 2. **Redeem awards** that allow your customers to exchange their points for awards Unlike other loyalty programs, 1send is natively integrated with social platforms like Facebook and Instagram through messaging. There is no need for your customers to go to another site. The following sections will go into detail on both parts. ## Points Menu Your customers DM you #**points** to access their points menu.

The automated response consists of: 1. Current point - Number of points the customer has 2. Available Earn Actions - Ways the customer can earn points 3. Available Redeem Awards - Awards the customer can redeem for points 4. Award Buttons - Button a customer can click to exchange points for awards {% hint style="info" %} Some pilot merchants may be using **!points** {% endhint %} # Earn Actions Earn actions allow customers to participate in your rewards program by completing actions to earn points. You can choose which earning actions to offer and set how many points customers earn for each one. After creating an earn action, you can edit it at any time. ## Create a New Earn Action Creating a new earn action adds a new way for you customers to earn points. To configure a new earn action: 1. In 1send dashboard, navigate to **Loyalty > Points** 2. Click **+ Ways to Earn** 3. Select the type of action you’d like to reward for. 4. In the **Earning Value** section, input the number of points you'd like to offer for this action. 5. Click **Create**. ## Edit an Existing Earn Action Earn actions can be edited or modified at any time. To customize the emoji, earning value, or other properties of an existing way to earn: 1. In 1send dashboard, navigate to **Loyalty > Points** 2. In the **Ways to earn** card find the action you'd like to modify, click **Edit**. 3. Complete your desired changes. 4. Click **Save**. ## Activate or Disable an Earn Action When a way to earn is active, customers will see it in their points menu and earn points for completing the action. When a way to earn is disabled, customers will not earn points for completing the action and it will be hidden from the points menu. To change the status of a way to earn: 1. In 1send dashboard, navigate to **Loyalty > Points** 2. In the **Ways to earn** card find the action you'd like to modify, click **Edit**. 3. In the **Status** section toggle **Active** or **Disabled**. 4. Click **Save**. {% hint style="warning" %} When an earn action is changed from active to disabled, any points previously earned from from that action will remain in customer accounts. No additional points will be earned for that action while the way to earn is in a disabled state. {% endhint %} # React to Post/Live {% hint style="info" %} Available for **Facebook** {% endhint %} The `React to post/live` earn action allows customers to earn points when they react your posts and lives. 1send allows you to easily customize this earn action. Each customization will also update the description that is shared to your customers. {% hint style="warning" %} A customer can only react to a post/live once. Because on Facebook tapping again removes the reaction. In 1send, if a customer removes a reaction then their points will be deducted too. {% endhint %} In the **Earning Value** section, enter the number of points you want a customer to receive when they react.

# Comment on Post/Live {% hint style="info" %} Available for **Facebook** and **Instagram** {% endhint %} The `Comment on post/live` earn action allows customers to earn points when they comment on your posts and lives. 1send allows you to easily customize this earn action. Each customization will also update the description that is shared to your customers. ## Limiting Comment Count By default a customer can earn points on an unlimited number of comments on each post or live. However, 1send allows you to limit this behavior if you want. This is an optional customization.

In the **Earning Value** section, toggle **Limit comments per post/live** and entering a **Comment Limit**. Enabling the limit will only add points to that customer for the comments up to the limit on that post or live. For example: * You set the comment limit to 3 with a points value of 1 * A new customer with **0 points** initially comments on your live 5 times * That customer now has **3 points** * Then you go live again and the same customer comments 2 times. * That customer now has **5 points** {% hint style="success" %} If you choose **NOT** to limit comments per post/live then it is recommended to have a lower point value {% endhint %} ## Specifying Keyword By default a customer can earn points for every comment they make on a post or live. However, you can specify a keyword like "blessed" if you want to drive more awareness. This is an optional customization.

In the **Earning Value** section, toggle Specify a comment keyword (Optional) and entering a **Comment Keyword**. # Subscribe to FB Messages {% hint style="info" %} Available for **Facebook** {% endhint %} The `Subscribe to FB Messages` is an **advanced** one time earn action that automates Messenger DMs. This is a powerful feature Facebook live sellers because it can be used to guarantee notifying subscribers when a live stream starts. ## Enable Earn Action

1. Customer DMs your page **#subscribe** 2. 1send sends a subscription request to the customer 3. Customer clicks **Get updates** {% hint style="success" %} Customers can DM #subscribe and subscribe even if the **Earn Action** is not setup {% endhint %}


Automatic Live Notification	Set up automatic subscriber notifications when you go live	/pages/zoFd6DXFDxafIEF7eIrf#facebook-messenger

# Subscribe to FB Messages - old {% hint style="info" %} Available for **Facebook** {% endhint %} The `Subscribe to FB Messages` is an **advanced** one time earn action that automates Messenger DMs. {% hint style="success" %} Ideal for live sellers because subscribers receive guaranteed notification in Messenger when a live stream starts {% endhint %} ## Seller ### Enable Earn Action

In the **Earning Value** section, enter the **Points Value** a subscriber would receive if they subscribe {% hint style="success" %} A customer can only earn points from this earn action **one time**. We recommend having a higher point value like 50. {% endhint %} ### Enable Facebook Live Auto Notifications {% hint style="info" %} This only needs to be enabled once. Afterwards it becomes default for all live streams {% endhint %}

In the Facebook App, click the status bar or **What's on your mind?** → **Live video**

Select the **☰ menu button**

Scroll down to and select **Notify Subscribers on Messenger**

**Toggle on** both option and click **save**. 1. **Send a message when you go live**. When you go live, the video link will automatically be sent to all your 1send subscribers. 2. **Invite people to subscribe to marketing messages**. During the live stream, an option to subscribe to your 1send list will appear on your video. ## Customer

1. Customer DMs your page **#subscribe** 2. 1send automates a response where customers can subscribe 3. Customer clicks **Get updates** 4. Customer will automatically be notified of all future lives if [auto notification is enabled](#enabling-facebook-live-auto-notifications) # Follow on IG {% hint style="info" %} Available for **Instagram** {% endhint %} The `Follow on IG` earn action allows customers to earn points for following your Instagram account. The customer can only earn points this way one time. ## Customer It's a 2 step process for the customer: {% stepper %} {% step %} ### Follow your Instagram page Customer must be following first in order to earn points {% endstep %} {% step %} ### DM #follow When the customer messages **#follow** then 1send verifies their follower status and rewards them points. {% endstep %} {% endstepper %}

# Redeem Awards Redeem awards allow customers to spend points they earned in your rewards program. You can choose which awards to offer and set how many points customers spend for each one. After creating a redeem award, you can edit it at any time. {% hint style="warning" %} Redeem awards on Instagram can only happen customer's mobile phone {% endhint %} ## Create a New Redeem Award Creating a new redeem award adds a new award for you customers to spend their points on. To configure a new redeem award: 1. In 1send dashboard, navigate to **Loyalty > Points** 2. Click **+ Ways to Redeem** 3. Select the type of award you’d like customers to receive. 4. In the **Reward Value** section, input the number of points you'd like the award to be worth. 5. Click **Create**. ## Edit an Existing Redeem Award Redeem awards can be edited or modified at any time. To customize the emoji, reward value, or other properties of an existing redeem award: 1. In 1send dashboard, navigate to **Loyalty > Points** 2. In the **Ways to redeem** card find the action you'd like to modify, click **Edit**. 3. Complete your desired changes. 4. Click **Save**. ## Activate or Disable a Redeem Award When a redeem award is active, customers will see it in their points menu and can redeem the award. When a redeem award is disabled, customers will not be able to receive the award and it will be hidden from the points menu. To change the status of a way to earn: 1. In 1send dashboard, navigate to **Loyalty > Points** 2. In the **Ways to redeem** card find the award you'd like to modify, click **Edit**. 3. In the **Status** section toggle **Active** or **Disabled**. 4. Click **Save**. # Amount Discount The `Amount discount` redeem award is amount off coupon code that is given to your customer when they redeem . **This is a set amount**. {% hint style="info" %} Coupon codes are generated in your ecommerce checkout tool and copied into 1send. {% endhint %} When a customer redeems this award, a coupon code is automatically sent via messaging to them. In **Reward Value** section, enter the **discount value** and the **points cost** it takes to redeem the discount code . ## Single vs Multiple Discount Codes For discount code you have the option to have a single discount code or multiple discount codes. ### Multiple Discount Codes {% hint style="success" %} We strongly recommend using multiple discount codes if your ecommerce checkout tool allows. {% endhint %} In **Discount code** section, enter your list of codes as **comma separated values**. Each time this award is redeemed a unique discount code is given to the customer. In your **ecommerce checkout tool**, remember to limit to one-time use only.

### Single Discount Code In **Discount code** section, enter a single code. The same discount code will be given to anyone who has redeemed this award. To prevent issues, we recommend: * In your **ecommerce checkout tool**, limiting the coupon code to only be used 1 time per customer * Frequently changing the coupon code. This way customers who have redeem again will be able to use their following coupon codes. ## Expiry Date This is an optional setting if you set your coupon code to expire in your **ecommerce checkout tool.** 1send helps communicate it to your customers when they redeem the award so they know about the expiration date. In 1send's **Discount code** section, toggle on **Code has expiration date**. Then enter the **expiration date**.

The customer will see the expiration date when they redeem the award. # Percent Discount The `Percent discount` redeem award is amount off coupon code that is given to your customer when they redeem . **This is a percent amount**. {% hint style="info" %} Coupon codes are generated in your ecommerce checkout tool and copied into 1send. {% endhint %} When a customer redeems this award, a coupon code is automatically sent via messaging to them. In **Reward Value** section, enter the **discount percentage** and the **points cost** it takes to redeem the discount code . ## Single vs Multiple Discount Codes For discount code you have the option to have a single discount code or multiple discount codes. ### Multiple Discount Codes {% hint style="success" %} We strongly recommend using multiple discount codes if your ecommerce checkout tool allows. {% endhint %} In **Discount code** section, enter your list of codes as **comma separated values**. Each time this award is redeemed a unique discount code is given to the customer. In your **ecommerce checkout tool**, remember to limit to one-time use only.

The customer will see the expiration date when they redeem the award. # Free Gift {% hint style="danger" %} This award requires manual action from seller {% endhint %} The `Free Gift` redeem award is a gift that can be added to your customer's checkout cart for their next order or pick up. The customer will not receive the gift unless they make another purchase or go for in person pick up. {% hint style="success" %} Free gifts can be surprise boxes or a way to clear excess inventory {% endhint %} ## Redemption Flow

When a customer chooses the `Free Gift` redeem award, they are given the response that the gift will be reflected in their next order/ cart.

In 1send Dashboard's navigation bar, a dot will appear next to **Loyalty** and a number next to **Pending Awards**

Use the customer's name to match them in your checkout system. After adding the award to their cart, click the **checkmark** to mark as completed # Lucky Draw {% hint style="warning" %} Lucky draw is a new feature and actively being updated based on user feedback. Please tell us how we can improve luck draw. {% endhint %} Lucky draw is a feature to help the seller better engage with their customers. To enter a lucky draw a customer must: 1. Enter the required keyword 2. Use the required amount of points Lucky draws create another way for your customers to spend their earned points. ## Create Lucky Draw In 1send dashboard, navigate to **Lucky Draw** Click **+ Lucky Draw** ### Details Enter a **Name** for the lucky draw that will be used only for internal analytic purposes. Name defaults to current date. Enter a **keyword** your customers must comment to enter the lucky draw. Enter how many **points** each lucky draw entry requires. You can choose to optionally set a **maximum number of entries per customer**. If you do not want to have a cap, then leave this field blank. Choose **number of winners** for this lucky draw. {% hint style="success" %} A customer can only win 1 time even if they have multiple entries {% endhint %} ### Prize A lucky draw can have 3 types of prize rewards for the winner: Free Gift, Points, Coupon. #### Free Gift Free gift prize is a gift item that can be added to your customer's checkout cart for their next order or pick up. After a customer has a won a free gift, the gift will appear in the P**ending Awards** tab to manually add. #### Points Points prize awards the winner with the value of the points. Point are automatically added to winners points total. #### Coupon Coupon prize gives the winner a coupon. Enter what type of coupon you want to give your customer like **$2 off** or **10% off.** Once a customer has won then they can reach out to receive their coupon code. {% hint style="warning" %} Unlike `Redeem Award` coupons, the coupon prize type does NOT automatically send the coupon code. Instead it is given manually to the winner. {% endhint %} ## Start Lucky Draw After the lucky draw setup is finished, click **Start Lucky Draw** to open the lucky draw for customers to enter. On the left sign is the lucky draw details including prize, keyword, points to enter, and maximium number of entries. You can choose to show or hide this sign by clicking the **checklist** on the top right. The **number of entries** update live as customers enter the lucky draw. {% hint style="info" %} You can come back to this screen by clicking **Display** at later time. {% endhint %} ## Select Winners Click **DRAW** to spin the wheel and select winners. If there no entries then you will not be able to draw. After the winners have been selected, you can optionally to choose to **Notify Winners** which will send the winners a message on Facebook Messenger informing them that they have won. The message differs based on the type of prize awarded. # Live Notifications 1send supports automatically notifying your customers when you go live to bring them to your livestream. {% hint style="info" %} Live notifications are only sent 5 minutes after the live has started in case the live has technical issues. {% endhint %} ## Facebook Messenger Facebook users that have subscribed your Facebook Page's Messenger notifications. In 1send dashboard, navigate to **Communication > Live Notifications** Toggle on **Auto-notify FB subscribers when FB Live starts**

Next time your Facebook Page goes live, your subscriber will receive an automatic notification with a link to your live.

1. Description entered when you go live 2. Link to Facebook Livestream 3. Check loyalty points {% hint style="danger" %} There is a 24 hour cooldown period after a customer receives notification. Meaning they will not be able to get another live notification if a seller goes live within 24 hours. {% endhint %}


Facebook Subscribers	How to get Facebook subscribers	/pages/wOpA6MbvHWlV4M0yUtFz

# Points Notifications Point notifications are automated messages/replies that inform your customers when they have earned points. Enabling notifications is another way to tell your customers about your loyalty program and get them engaged. Notifications consist of: * **Trigger** - The action that leads to an automated notification. For example, when a customer earn points from commenting on a Facebook post/live. * **Communication channel** - How the notification is sent to your customer. ## Enabling Notifications In 1send dashboard, navigate to **Communication > Points Notifications**

Toggle the intended notification to enable or disable. ## Triggers ### Facebook comment Customers are notified the **first time** they receive points for commenting on a Facebook post/live. {% hint style="info" %} If a customer has earned points *before* this trigger is turned on, they will still receive a notification the next time they earn points after turning this trigger on. {% endhint %} Each customer will only get triggered **once**. ## Communication Channels ### FB Comment

Notification is sent as a Facebook comment replying to the customer. # Customer View # Finding a Customer # Updating a Customer # Livestream Abroad How 1send can optimize your livestreams abroad {% hint style="info" %} **Summary:** 1. Offer an [exclusive local gift](#exclusive-free-gifts) if customer purchase during your trip 2. Notify your customers using [Messenger Marketing](#messenger-marketing-notifications) of your livestreams abroad 3. Create [limited time coupons](#limited-time-coupons) that can only be used during your trip {% endhint %} Hosting a livestream in another country is exciting. You can find more unique products, get better prices, and go to more exotic locations. But it's also a lot more costly in time, energy, and money. You need to coordinate your travel schedule, manage order logistics, and spend more just to get there. So how do you get the most out of it? One answer is ads. Buy ads from Meta to reach more people. Another answer is to use 1send loyalty points. {% hint style="success" %} You can use both Meta ads & 1send loyalty points at the same time. {% endhint %} ## Use 1send to Get More from Live Selling Abroad ### Exclusive Free Gifts A key benefit of livestreaming in another country is access to unique products. Create an exclusive [Free Gift](/points/redeem-awards/free-gift) redeem award with a local product. Tell your customer the free gift can only be added to their cart if they make the purchase before your trip ends. For example, if you're traveling to China you can include a local Chinese snack that is difficult to find or expensive in your home country. Since customers use points for the `Free gift` redeem award, it motivates them to engage more with your livestreams during your trip. ### Messenger Marketing Notifications In the week leading up to your travels, make sure your customers know about it. Post about your trip AND for them to [Subscribe to FB Messages](/points/earn-actions/subscribe-to-fb-messages). Then when you do go live both during your trip and afterwards, they get automatically notified. The worst possible situation is an interested customer that does not know your livestream is happening. If you haven't already, set up your `Subscribe to FB Messages` earn action. Then tell your customers to subscribe. ### Limited Time Coupons Create a new limited time [Amount Discount](/points/redeem-awards/amount-discount) or [Percent Discount](/points/redeem-awards/percent-discount) redeem award specifically for your trip. Set the expiry date to the last day of your trip. This way your customers that redeem this award will use it during your trip. Set the awards value to be very attractive for your customer. An easy way is to use comparisons. For example: * If you already have an `Amount discount` redeem award that is **$5 for 500 points** * You can create limited time `Amount discount` redeem award that is **$5 for 100 points**. Set the expiry date to the last day of your trip in your ecommerce checkout tool and the 1send dashboard * After the trip, disable the new limited time `Amount discount` redeem award # Facebook and 1send 1send is natively integrated with Facebook. In order to get the most out of 1send's features, the seller must authorize 1send to have access to their Facebook Page. Otherwise, 1send would not be able to perform actions like send messages or receive comments and reactions notifications. ## Initial Integration There are 2 ways to get to the initial Facebook integration page: 1. During store setup

2. Go to **Settings > Billing > Channels**. Click **+ Channel** and selecting **Facebook**

Select Allow access to Facebook. A pop up will show up asking to connect to your Facebook User Account. In the options, choose **Opt in to all current and future Pages** and **Opt in to all current and future Businesses**. You can then select the specific Facebook Page you want to use in the next step.

You should now see a list of Facebook pages you have access to. Select the Facebook Page you want to connect to 1send. This will be the page 1send tracks points from.

{% hint style="warning" %} Each 1send store can only be connected to **one** Facebook Page. {% endhint %} ## Re-authorizing Permissions Re-authorizing permissions is required some times to maintain security. Until permissions are re-authorized, 1send will unable to perform certain actions like sending messages. Go to **Settings > Billing > Channels**. Click the **3 dot menu icon** and then **Refresh connection**

A popup will open up asking to reconnect. Click the **Reconnect** button. ## Troubleshooting Below are common issues we have faced. If you are still having issues, reach out to us at . ### The popup opens up but it is saying **Switching accounts** This is likely happening because in Facebook, you have switched to your page account instead of you user account. Switch to user account to proceed ### I have connected my page but 1send is not automating messages as expected There can be several reasons why this is the case #### Check Page Permissions Facebook Page's have varying permissions it can assign to people who have access. Whoever integrates the Facebook Page will need to have the correct permissions for 1send to then use. Go into Meta Business Manager: Go to **Accounts > Pages** to view and edit permission. Make sure you have checked **Partial access (business tools and Facebook)**

#### Check Facebook Page's Messenger receiver {% hint style="danger" %} Depending on what other integrations your Facebook Page has this step may be required. For example, **Boxify** users are required to check this. {% endhint %} 1. Switch to your Facebook Page account 2. Go to **Settings & privacy > Settings**

3. Go to **Page Setup**. Under **Advanced Messaging**, click **View** 4. Next to **Messenger receiver**, click **Configure**

The end result should have no app selected and look like the image above. If there is an app selected, then click to unselect it. **FAQ:** * What is going on? * Selecting an app causes all messages to go to a single app. If your FB page has multiple messaging apps, then they will not receive any of the messages. While this does not impact earning points, it does impact sending messages to your customers. * Will this impact my checkout orders sent via Messenger? * No. To be safe after you unselect, send a comment to make sure checkout is still correctly being sent * I have unselected. Why am I still not seeing automated messages? * This happens when you messaged your Facebook Page right before changing the settings. It can take a little time to process. But other people messaging your page now should receive the response # Instagram and 1send # Manage your Plan 1 send uses Stripe billing to manage your subscription plan. You can update your current plan in your customer portal. {% hint style="info" %} The loyalty points program cannot be turned on until a subscription plan has started. {% endhint %} ## Changing your Plan Go to **Settings > Billing** Click **Open dashboard**