Overview
You can send an in-app message to a customer in two ways: as a quick one-off message from their profile, or as a channel on a campaign sent to a group.
Sending a One-Off Message
Use this when you need to reach a single customer directly — for example, following up on a lost item or an order issue.
Find the customer on the Insights page, then go to Actions and scroll to Send an in-app message in the right side panel.
From here, write your message — for example, "You forgot your sunglasses at the shop. We'll hold them for you at the front counter." — and click Send.
Sending via Campaigns
Use this when you want to reach a group of customers as part of your marketing — In-App Message is available as a channel alongside your other channels (SMS, email, push, etc.) when you build a campaign.
When you edit a campaign and select your channels, you'll see In-App Message as an option.
In-App Messages are text only — photos aren't supported for this channel.
In-App Messages sent from a campaign require a group. The campaign must be tied to a group, and the message sends to everyone in that group.
What the Guest Sees
When a customer receives an in-app message, a red notification badge appears on the bell icon at the top right of their screen. Tapping the bell takes them to their inbox, where they can read the message.
Related
For other actions you can take from a customer's profile (gifts, points, blocking, etc.), see Managing Customer Profile Actions.
Watch the walkthrough: How to Send In-App Message