> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pocketshop.at/llms.txt
> Use this file to discover all available pages before exploring further.
# Send Personalised Push Notifications to Your Customers
> Push notifications deliver targeted messages directly to customers' lock screens. Personalise by segment to maximise open rates and drive action.
Push notifications are the most direct channel available to you in Pocketshop. They appear on your customers' lock screens the moment you send them — no inbox to check, no app to open first. Because they are permission-based and segment-targeted, every notification you send reaches people who have already shown interest in your brand, giving you one of the highest-signal marketing channels available to a small business.
## How Push Notifications Work in Pocketshop
Push notifications in Pocketshop are not standalone messages — they are an **action within a campaign**. You define when a notification fires (the trigger), who receives it (the segment), and what it says (the message action with push enabled). This means every push notification you send benefits from the same targeting, scheduling, and analytics infrastructure as the rest of your campaigns.
When a campaign fires, Pocketshop delivers the push notification directly to the customer's device via the Pocketshop mobile app. Customers must have notifications enabled, which they opt into when they first install the app.
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## Personalisation
Generic broadcast messages underperform. Pocketshop lets you tailor every push notification using two layers of personalisation:
**Segment-based targeting** ensures the notification only reaches customers who meet your defined criteria — members with more than 500 points, customers in a specific city, or users who have not visited in 30 days.
**Message placeholders** insert customer-specific data directly into the notification text at send time:
| Placeholder | Resolved value |
| -------------------- | ----------------------------- |
| `{{user.name}}` | Customer's first name |
| `{{points.balance}}` | Current loyalty point balance |
| `{{coupon.name}}` | Name of the attached coupon |
| `{{product.name}}` | Name of a featured product |
Combining segment targeting with personalised copy — for example, *"Hi `{{user.name}}`, your exclusive coupon expires tomorrow!"* — significantly increases open and redemption rates compared to generic messages.
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## Create a Push Notification Campaign
Open the **Campaigns** section in the Pocketshop CRM and click **New Campaign**.
Give the campaign a descriptive name. Select your trigger — for example, a **Date** trigger for a scheduled promotion, or an **Attribute** trigger for a loyalty milestone notification.
Choose the customer segment this notification should reach. Narrow segments with relevant conditions outperform broad "all customers" sends.
Add a **Message** action to the campaign. Enable the **push notification** delivery channel. Write your notification title and body text, inserting placeholders where appropriate.
Use **Test campaign** to send the notification to your admin device. Verify that placeholders resolve correctly and the message looks right on the lock screen.
Set the campaign to **Active**. The push notification will fire automatically whenever the trigger condition is met.
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## Use Cases
Notify customers the moment a new coupon is added to their wallet. Include the coupon name and expiry date to create urgency and drive immediate in-store or online redemption.
Send a timely reminder before a loyalty event, flash sale, or in-store experience. Use a **Date trigger** set to fire one day or a few hours before the event starts.
Congratulate customers when they cross a points threshold — for example, reaching 500 points. Celebrate the achievement and prompt them to visit your store to redeem their reward.
Re-engage customers who have not interacted in 30 or more days. Pair a warm message with a bonus points offer or expiring coupon to give them a compelling reason to return.
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## Analytics
Track the performance of every push notification campaign from the campaign detail view.
| Metric | What it tells you |
| ---------------------- | -------------------------------------------------------------------------------- |
| **Open rate** | Percentage of recipients who tapped the notification to open the app |
| **Click-through rate** | Percentage of recipients who tapped a specific link or action within the message |
| **Delivery rate** | Percentage of sends that were successfully delivered to devices |
| **Segment reach** | Number of customers in the target segment at the time of send |
Monitor open rates over time — a declining trend often signals notification fatigue, which is a prompt to review your send frequency and relevance.
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Send push notifications only when you have something genuinely useful to say. Coupon expiry reminders, limited-time offers, and loyalty milestone alerts all give the customer a clear reason to act. Informational updates that do not require action are better delivered through in-app messages or email, where there is no lock-screen interruption cost.
Push notifications are one channel in Pocketshop's multi-channel messaging suite. For richer content, combine push with **RCS** (images, buttons, carousels on Android) or **WhatsApp** for conversational follow-ups. A single campaign can include multiple message actions across channels so you reach customers wherever they are most responsive.
Over-notifying customers leads to notification opt-outs that are permanent — once a customer disables push for your app, you cannot re-enable it from the CRM. Limit push sends to genuinely high-value moments and always check that your message is relevant to the specific segment before activating.