Technical Guides

Attentive Integration User Guide

Punchh | Attentive Overview

Attentive is an AI-driven marketing platform that offers personalized marketing solutions through SMS, Email, and list management. Punchh's exclusive partnership with Attentive will allow you to grow your list of SMS subscribers and loyalty members simultaneously. Gain subscribers and loyalty members with Attentive's two-tap™ technology, send enriched multimedia messages via SMS and increase website/app traffic through direct SMS links.

By integrating your Punchh platform with Attentive you can start to better connect with and reward customers when they sign up for SMS marketing.

Integration Setup

The following sections detail the steps to set up your integration between your Punchh Platform and Attentive. Contact your Punchh CSM to get started!

Required Packages

Punchh
  • Punchh SMS Strategy Package (powered by Attentive)
  • Mobile Experience Package (or app update*)
    SMS Checkbox (in loyalty signup flow)

* A mobile app update through Punchh or a third-party app provider is required when integrating with Attentive. 		Attentive

Implementation

User Profile Synchronization

Migration

Once you have set up your integration with Attentive, review the following migration scenarios that fit your brand's current situation. Your Punchh team will work with you through the steps outlined.

Business New to SMS & Punchh Loyalty

New User

Subscribing via Attentive - Text-to-join, UI Creative

  1. Once a user opts in to receive messages, the user gets subscribed to SMS on the Attentive Portal.
  2. Attentive will send the user data (email, phone, etc.) along with subscription status to Punchh. This will create a user on the Punchh portal with the onboarding channel shown as SMS Loyalty if coming via text to join or SMS Portal if coming via Attentive. This user will be created either as a loyalty user or both based on the Punchh Portal configurations.
  3. Attentive will subscribe to Punchh Guest Webhook to receive real-time updates along with any change request to the subscription status.

Subscribing via Punchh - App, iFrame

  1. The user will sign up via the Punchh app and intends to subscribe to SMS.
  2. A user will be created as a loyalty user on the Punchh Portal.
  3. A user will reply ‘Y’ to complete the SMS opt-in.
  4. Attentive will subscribe to Punchh Guest Webhook to receive real-time updates along with any change request to the subscription status.
  5. Attentive sends the newly created user's subscription status to Punchh.
  6. The user can be segmented based on the appropriate onboarding channel i.e. Mobile, Email if signing up via mobile app, OR Web Email if signing up via iFrame, etc.

Existing Punchh Business but New to SMS

Existing Punchh Loyalty User

  1. You are live with the Punchh loyalty program and now want to have SMS integration.
  2. If your mobile app already has an SMS module, then a new user is a signup will be treated the same as above in Subscribing via Punchh - App, iFrame.
  3. If your mobile app does not have an SMS module, then an app update is required for this. Post app update, a user via edit profile can subscribe to the SMS.
  4. Attentive will subscribe to Punchh Guest Webhook to receive real-time updates along with any change request to the subscription status.
  5. Punchh sends the user's updated subscription status to Attentive.

Existing Punchh Twilio SMS > Moving to Attentive

  1. In this scenario, the existing Punchh user data will be exported and imported into Attentive.
  2. Attentive will potentially need to re-verify SMS subscription status. Please speak to your Attentive rep for additional details.
  3. The new subscription statutes will get updated into Attentive.
  4. Attentive will send the updated SMS subscription status to Punchh via webhooks.

Currently using another provider > Moving to Punchh/Attentive

  1. You will provide your data to both Punchh for loyalty user migration/data upload and to Attentive for SMS subscription statutes.
  2. Attentive will potentially need to re-verify SMS subscription status. Please speak to your Attentive rep for additional details.
  3. The new subscription statutes will get updated into Attentive.
  4. Attentive will send the updated SMS subscription status to Punchh via webhooks.

Due to potential platform misconfigurations related to Attentive services or interruptions in services, the data may not sync properly, therefore, discrepancies may occur between the SMS subscriber data in the Punchh platform and Attentive. To address this, the SMS subscription status in Punchh must be backfilled. The Attentive team will handle this process by utilizing the existing webhook mechanism.

Use Cases

Acquiring New SMS Opt-ins and Loyalty Members

Integration Use Cases

Acquiring New SMS & Loyalty Subscribers via the App

  • Collecting SMS Opt-ins Via Brand App Loyalty Sign-up
    • This functionality allows guests to easily opt into SMS via the app sign-up flow. Guests will have to double opt-in. 
      • A mobile app update through Punchh or a third-party app provider is required when integrating with Attentive.

Acquiring New SMS & Loyalty Subscribers via Text to Join

Acquiring New SMS & Loyalty Subscribers via Two-Tap

Acquiring New SMS Opt-ins Post Loyalty Sign-Up

Messaging

Messaging Out of Attentive

  • Send SMS messages to non-loyalty subscribers because they have access to the Attentive platform.

Note: With Twilio, you can only send or have access to guests who are in your loyalty or eClub program.

  • Take advantage of Attentive's messaging functionality.
  • Setting up an SMS campaign in Attentive Using Punchh Loyalty Attributes

Messaging Out of Punchh

Reporting & Metrics

Punchh SMS sent through the Punchh Platform Attentive
  • Reach out to your Attentive representative to view reporting.

Ongoing Support & Escalation Paths

If you have a question about an Attentive campaign, feature, or integration troubleshooting:

  • Your onboarding manager or success manager will always be the first line of defense. The account CSM will either be able to address the issue or, if necessary, send it to support for additional troubleshooting.
  • If the Attentive team needs assistance troubleshooting a configuration within Punchh, they will reach out to support@punchh.com.

To what extent will a CSM assist me with this integration? (Set-up, campaign set-up, etc.)?

  • CSMs will have a high-level understanding of the integration and use cases, and be able to speak to the logic. They will not configure any campaigns or setup within either.

If you have a question about how to set up the integration:

  • The Punchh CSM and SAM will coordinate any required changes to the account and required modules. From there a TAM ticket will be created to support set-up of the integration.

If you have a question about the general integration post-launch that is NOT troubleshooting:

  • The CSMs will engage the Technical Account Management team to provide information on current available events/attributes/integrations as well as available documentation.

FAQs

Is Attentive able to ingest coupon codes manually?

  • Yes, Attentive can ingest coupon codes manually. For this, Punchh needs to create a coupon set, export it in a CSV, and send it to Attentive.
  • CSM teams on both ends are aware of this as part of enablement/documentation as a supported feature although it’s not facilitated in an automated way as part of integration but rather manually available to be exported from Punchh and ingested in Attentive if needed.

What happens when an email duplicates when syncing data from Attentive for both phone numbers and email addresses?

  • Punchh would look for a condition where we would look up via email to see if that user already exists in Punchh to add a phone number to an existing account rather than creating a new account with phone.punchh.com domain name while creating users either via TTJ under text_to_join or UI creative as sms_signup if sent as true.

The user is already a loyalty account member who signs up for SMS (What is the flow? Do they receive different messages recognizing them as a loyalty account member?)

  • If the user is signing up for SMS on the Punchh mobile app, a user via edit profile can subscribe to the SMS.
  • If the user is signing up for SMS on the Attentive side, then Attentive sends a webhook to Punchh containing the user data (email, phone, etc.) along with subscription status to Punchh. Since the user already exists in Punchh, their profile will be updated along with the SMS subscription status.

What happens if a user is deleted from Punchh?

  • If a user is deleted from Punchh due to any reason permanently -- If a person is deleted from Punchh, we will send the Remove Subscriber request to Attentive.

What if a user is deactivated or banned on the Punchh side?

  • In case of deactivating or banning users in Punchh (Users get deactivated or banned depending on the activity or admin approvals) -- No message goes out to Attentive until the user is reactivated or unbanned in Punchh though there is no change to the subscription status in Punchh, thus no request is being sent out to remove subscriber to Attentive.
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