Marketing Campaigns

Overview

FluteOS's Marketing Campaigns module lets you reach opted-in guests across SMS, email, and social media from a single workspace. Campaigns can be one-time blasts, scheduled sequences, event-triggered automations, or coordinated multi-channel pushes. All sending complies with TCPA and CAN-SPAM — only guests with valid opt-in records receive messages on each channel.

Key Concepts

Campaign — A named sending project that targets a segment of guests with one or more messages across one or more channels on a defined schedule.

Campaign Type — Four types are available:

Type	Description
Blast	A single message or post sent to a segment at a specific date and time
Drip	A multi-message sequence delivered over days or weeks
Trigger	Sent automatically when a guest meets a condition
Multi-channel	Coordinates SMS, email, and social posts under a single campaign umbrella

Channel — FluteOS supports SMS, email, and social (Instagram, Facebook, Google Business Profile) from a unified composer.

Segment — The audience for SMS and email campaigns. Segments are defined in Guest Management and pull dynamically at send time — guests who qualify after a campaign is scheduled are included automatically.

Opt-Out Handling — Any guest who replies STOP (SMS) or clicks Unsubscribe (email) is immediately opted out across all campaigns on that channel. FluteOS maintains this at the platform level.

SMS Campaigns

Creating an SMS Blast

1. Go to Campaigns > New Campaign and choose Blast with channel SMS.
2. Name your campaign and select a segment.
3. Write your message in the Message field. The character counter tracks SMS segments (160 characters per segment).
4. Add a link if needed — FluteOS auto-shortens URLs and tracks clicks.
5. Set the send date and time. Times are in your account's configured timezone.
6. Review the estimated recipient count and click Schedule.

SMS Drip Sequences

1. Choose Drip with channel SMS.
2. Add messages using Add Message. For each message, set:
   • Message body
   • Delay from previous message (e.g., Day 0, Day 3, Day 7)
   • Optional skip condition if the guest has already converted
3. Set the sequence start trigger — fixed date or enrollment event.
4. Activate. New guests who enter the segment are automatically enrolled at message 1.

SMS Message Variables

Personalize messages using variables resolved at send time:

• {{first_name}} — Guest's first name
• {{brand_name}} — Your brand or venue name
• {{loyalty_balance}} — Guest's current loyalty points
• {{opt_out_link}} — Mandatory opt-out link (inserted automatically if not included)

Email Campaigns

Email Blast

1. Go to Campaigns > New Campaign and choose Blast with channel Email.
2. Select a segment (email opt-ins only).
3. Enter a subject line and preview text.
4. Design the email using the drag-and-drop Email Builder — add sections, images, buttons, loyalty balance blocks, and QR code embeds.
5. Send a test email to yourself before scheduling.
6. Set the send date and time, then click Schedule.

Email Drip

Email drip sequences work identically to SMS drips. Each step specifies the email content, delay, and optional skip conditions. Drip sequences are ideal for:

• Post-sign-up onboarding sequences (Welcome → Feature highlight → Loyalty invitation)
• Event build-up series (Announcement → Early bird offer → Day-before reminder)
• Post-event follow-up and review requests

Email Templates

FluteOS ships with branded templates for common hospitality use cases: event announcements, seasonal menus, loyalty milestones, and re-engagement campaigns. Templates are customizable and saved per brand profile under Settings > Email Templates.

Social Media Campaigns

Go to Campaigns > New Campaign and choose Social as the channel to publish content to connected platforms.

• Supported platforms: Instagram, Facebook (Page), Google Business Profile
• Content types: Single image, carousel, video, text post (platform-dependent)
• Scheduling: Up to 90 days in advance
• Preview: Renders each platform's viewport before publishing

Social posts do not require a segment — they publish to your connected platform audiences directly. Use social campaigns alongside SMS and email in a Multi-channel campaign to coordinate messaging across all surfaces.

Trigger Campaigns (Automations)

Trigger campaigns fire automatically when a guest meets a condition. Define the trigger under When to Send:

• Guest scans a specific QR Experience
• Guest tag is added or removed
• Guest engagement score crosses a threshold
• Guest churn risk changes tier
• Date-based: birthday, anniversary of first visit, loyalty milestone

Set a delay between the trigger and the message (e.g., send 30 minutes after scan). Trigger campaigns run continuously until paused. See Brand Activations for full automation builder documentation.

Campaign Analytics

Go to Campaigns > Analytics for a unified dashboard across all channels and campaign types.

SMS Metrics

Metric	Description
Delivered	Messages confirmed received
Failed	Undeliverable numbers (carrier rejections)
Opt-outs	Guests who replied STOP
Clicks	Link clicks (if URL included)
Replies	Inbound replies viewable in full under Replies tab

Email Metrics

Metric	Description
Open Rate	Unique opens / delivered
Click Rate	Unique clicks / delivered
Bounces	Hard and soft bounce breakdown
Unsubscribes	Opt-outs per campaign

Social Metrics

• Impressions, reach, engagement rate, link clicks per platform
• Best-performing post and time-of-day breakdown

Cross-Campaign Attribution

FluteOS attributes guest profile creations, loyalty enrollments, and tableside orders to the campaign that drove them, giving you true revenue attribution per campaign. View attribution in Analytics > Attribution or in each campaign's detail panel.

Campaign Comparison

Select up to five campaigns in the Compare view to benchmark performance side-by-side across any channel metric.

Tips

• Keep SMS messages under 160 characters whenever possible to stay within a single segment and minimize cost.
• Send campaigns between 10am and 7pm in the recipient's local timezone — messages sent outside this window see significantly lower engagement.
• Always include the brand name in the first few words of an SMS. Guests may not recognize an unknown number without context.
• Use trigger campaigns for post-scan follow-up — response rates are 3–5x higher than scheduled blasts.
• Coordinate SMS, email, and social under a single multi-channel campaign to amplify reach without requiring guests to be opted in on every channel.

Related Articles

• Guest Management
• QR Experiences
• Brand Activations
• Analytics