[GA] Offer distribution

GA release date: August 1, 2022

When you create unique or integration offers in Attentive, you now have options to control which codes are valid to be distributed during a specific timeframe and when these codes should expire. These options display in the new Distribution window section of the Create unique discount codes and Create integrated discount codes windows.

You decide whether subscribers receive a new code from the offer vs. a code they’ve previously received but haven’t redeemed. This ensures a subscriber always receives a valid code (defined as one that hasn’t been redeemed and isn’t expired) and lets you streamline offers across Attentive in both campaigns and journeys.

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Process overview

We will always send a “valid” code, and we determine a code’s validity based on your distribution window selection and a subscriber’s activity. For example, subscribers receive a new code from the offer if they’ve redeemed the previous code, they’ve never received a code from the specific offer, or their previous code from the offer has expired (outside its distribution window).

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Distribution windows

All unique and integrated offers have a distribution window, which is the duration or time period during which an offer is valid for distribution within an Attentive message. Once a distribution window ends, subscribers receive new, valid codes from that offer. Choose from the following distribution window options:

  • Never expires (default) – A subscriber receives the same code with each message until it’s redeemed.
  • Time to live – You set the time period (number of hours, days, weeks, or months) during which a subscriber receives the same code until it’s redeemed (if you choose 0 days, a new code is sent with each message, regardless of expiration or redemption status).
  • Custom time period – You upload codes with specific date ranges during which the batch of codes is valid. Once the end date has passed, subscribers receive codes from a valid batch.
    • Note: For integrated offers, the custom time period is pulled directly from Shopify and can’t be edited within Attentive.

Notes:

  • Messages classified as already subscribed or auto-response always default to the original sign-up offer. This means the distribution updates don‘t apply in those circumstances and a subscriber could receive a code that’s been redeemed. We suggest removing the {coupon} from your auto-responses to avoid this.
  • The offer distribution window applies to all offers across Attentive, including those in journeys, campaigns, text messages, and emails.

Use cases

These example use cases can help you understand how to best set up your offer distribution windows.

Desired Outcome Example Use Case(s) Appropriate Distribution Window Settings
Only send one code per offer to a subscriber until it’s been redeemed

Use the same 10% offer in your welcome journey and your cart abandonment journey so that subscribers don’t get multiple codes unless they’ve already redeemed one.

Send a follow-up campaign with the same code to subscribers who haven’t yet redeemed it.*

Never expires
Send a new code after a certain amount of time Ensure a subscriber who opts out and back in (from the same offer) after a certain amount of time doesn’t receive an outdated or expired code.

Time to live = 90* days

*Pick your timeframe

Send a new code after a specified date (expiration) Swap out welcome codes seamlessly without needing to edit or delete codes each month.

Custom time period

Make sure each upload (e.g., one month’s worth of codes) has its own date range. The codes automatically expire once the end date passes, and subscribers receive a new code from within the valid window

Send a new code every time a subscriber qualifies for an offer Always send a new code regardless of redemption or timeframe. Time to live = 0 days

*Note: Your follow up campaign should exclude a segment of subscribers who have purchased since the previous message was sent.

FAQs

Which messages do distribution windows impact?

  • All campaigns and journeys (both email and SMS) with the exception of any auto-responses or already subscribed responses.

Does Attentive control when a code expires?

  • No, the distribution window within Attentive only refers to the timeframe during which a code is eligible to be sent to a subscriber. The code itself is managed by your eCommerce platform.

If I’m using email and SMS sign-up units, will my subscribers receive one code or two?

  • Subscribers will receive one code. By default, all offers have a distribution window of “never expires.” This means Attentive will assign the same code for both email and SMS as long as it hasn’t yet been redeemed. If you prefer for email and SMS to have unique codes, use Time to live = 0 days.

I want to include a specific offer in a campaign, but I don’t see it as an option to select. Why is that?

  • The offer you’re trying to use could be ineligible because:
    • Auto-generated (integrated) offers are incompatible with campaigns.
    • There aren’t enough codes available to cover the size of the campaign audience. In this case, upload more codes.
      • Note: Attentive assumes every recipient will receive a new code with the message, but the actual behavior is based on the distribution window.
    • It was deleted.

If I choose a custom time period for the distribution window, what timezone is used?

  • Custom time periods use your company timezone, which is managed in Settings. The codes will be valid from the start of the first day until the end of the last day (e.g., a start date of 1/1 and an end date of 1/31 would be valid from midnight on 1/1 through 11:59pm on 1/31).

If I edit the distribution window for an existing offer, will it go into effect retroactively?

  • Yes, distribution windows are assessed at the time a subscriber receives a message with an offer. Once you make a change, any future messages with that offer follow the current distribution window setting.

What happens if a subscriber opts out and then resubscribes at a later date? Will they receive a new code?

  • When a person resubscribes, they receive a valid code from the offer attached to the sign-up unit at the time of resubscribe. If a subscriber has previously redeemed a code from the same offer, or if it has expired (outside the distribution window), they receive a new, valid code. If the previous code is still valid and hasn’t yet been redeemed, we resend the previous code.
  • Edge case: If the code is part of a batch that was deleted previously, the subscriber will continue to receive it because we are unable to evaluate the distribution window for deleted codes.

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