1. How is a message sent?

Every system message is built from a template. Each event has a topic (for example “Sales invoice recorded”), and you choose one template for each topic. There is no free, hand-written text.

Conditions for every send

• A template is chosen for that topic under “Template settings”. If the organisation has not chosen one, the system administrator's default template is used.
• For SMS, the template is active and carries the text code approved by the SMS provider.
• The organisation has SMS credit (not needed when sending through Bale).
• The customer has a mobile number.

Links never appear in full in the text; the system makes a short code for each link and the template text only takes that code (such as https://3rp.ir/#ReceiptCode#).

2. Sending channel: SMS or Bale

Under Settings → Bale messenger → “Channel for template messages” you decide in one place which channel all automatic messages use:

Who receives Bale messages?

• Always: a customer who has messaged the organisation's Bale account and become a “Bale member”.
• Other numbers: only when “Send to unknown users” is turned on in the Bale settings.

The Bale text is the template text with its variables filled in. Bale does not need the SMS provider's text code; choosing a template is enough. Every Bale message is logged in the Bale report as a “template message”.

3. Message map

Automatic sent without a scenario · Manual by a button or campaign · Scenario only from scenario writing

Sales and orders

Membership and profile

Club incentives

Reservations, sports clubs and buildings

Other

4. Scenario writing

Every scenario means: when this behaviour happens, take this action. Path: Customer club → Scenario writing.

Behaviours (what starts a scenario)

Actions

Settings for each scenario

• Execution delay: run the action immediately or after a number of minutes, hours or days.
• Maximum runs per customer: for example at most 3 times.
• Minimum interval between runs: for example at most once every 30 days per customer.
• Combined condition: run the scenario only for customers with a given dynamic tier, commercial class and custom tag. All chosen conditions must hold at the same time.
• Follow-up steps (chain): up to 5 more actions, each with its own delay.

5. Scenario engine settings

On the scenario writing page, the “Scenario engine settings” button:

6. Incentives

Points incentive

When the points incentive is active, the points for each purchase are added to the customer after every sales invoice. If “SMS notification” is on, a points message is sent too. The “Recalculate” button still recalculates everyone's points from scratch.

Cashback

Cashback is paid into the wallet either immediately or on the set date, and a message is sent at that moment. The message topic depends on how long the cashback can be used: up to 31 days “days”, up to 120 days “weeks”, and longer “months”.

Targeted discount codes

• Sent at the “SMS send date and time” to members of the target segments.
• The template topic is derived automatically from the code type: percentage or fixed amount, single or multiple use, with or without expiry, with or without a minimum, with or without a cap.
• Reminders go only to customers who have not used the code yet.
• If no template is chosen for that code type, it waits up to 48 hours for one to be chosen and is not sent after that.

Gift credit

When a gift is finalised, the credit is paid into the target customers' wallets and a message is sent. Automatic reminders go only to those who have not used the gift, and continue until the gift expires.

Dynamic tiers

Promotions are sent with a congratulation text for that level, and demotions with a separate “demotion” text. Choose a separate template for each of the six cases.

Birthdays and anniversaries

Birthday and membership-anniversary gifts and messages are configured only through scenario writing: the “Birthday” or “Membership anniversary” behaviour with a gift-credit, discount-code or SMS action. The old birthday-gift settings have been removed from the settings page.

7. Open tables and live bills

As soon as a customer (with a mobile number) is added to an open table, a welcome message with a short link is sent to them.

• Opening the link shows the table's live bill: items, total, deposit and each person's share (split).
• The page updates automatically and works while the table is open; once the table is settled, the link stops working.
• Only one message is sent per open table. If the table's customer changes, the same link is also sent to the new number.
• Held receipts (other than tables) do not receive this message.

To enable it: choose a template for the “Guest welcome + live table bill” topic and make sure the link shortener is active. Without a template this feature is off.

8. Blacklist

• A blacklisted customer is excluded from every scenario: messages, credit, points and prizes.
• With the default setting, they also receive none of the club's separate messages (invoice, order, membership, cashback, gift, tier, promotions).
• Service messages are always sent: one-time passwords, table reservations, open tables and buildings.
• Scheduled sends and discount-code and gift-credit reminders are not sent to the blacklist either.

9. Template text variables

Variables are written in the template text as #Name#. Each topic accepts only its own variables; the allowed list for each topic is shown on the template creation page.

10. Setup checklist

1. Top up the organisation's SMS credit.
2. Under “Template settings”, choose a template for every topic you want to send. Default templates do not work for SMS until the system administrator records the approved text code and activates the template.
3. Turn on the automatic sending options: membership SMS, order recorded, invoice recorded, profile-completion invitation.
4. If you use Bale: set up the Bale connection and choose the “Channel for template messages”.
5. Configure incentives: points, cashback, dynamic tiers.
6. Build your scenarios and test them once with a test customer.
7. Check the “Scenario execution log” and the SMS/Bale reports.

11. Why wasn't the message sent?

12. Referral code status and topics without an event

The status of the following topics reflects the current version of the software:

• Active Referral code: a customer's mobile number is their referral code. When a referrer is recorded and the referred customer reaches the set number of purchases, both receive a gift. The referral invitation is sent with the configured delay and the topic's template. Complete referral code guide
• No automatic sending “Taking part in refinement” (SMS action and incentive header): there is no matching behaviour in the system.

13. Messaging in the offline edition (OfflineCerp)

In the offline edition (a store running on the local service), the cloud edition's SMS, WhatsApp and Bale pages are not shown. Instead there is one page: Settings → Store messaging.

SMS credit

• The remaining credit and the number of SMS sent are shown at the top of that page.
• “Request SMS credit” sends the number you need to support; once approved, the credit is topped up.
• Support tops up credit from the OfflineCerp licence management section (“Store SMS credit”).

Automatic messages

• A sales invoice message to the customer.
• A welcome message when a new customer is created.

Each automatic message is sent through every active channel. The message text is the server's approved template and cannot be changed in the store.