ROLLER sends automated lifecycle emails that keep guests connected to your loyalty program that keep guests informed and engaged throughout their loyalty journey: invitation, enrollment, milestone progress, reward reminder, and an invitation panel inside the order confirmation email.
Use this guide to understand when each email sends, what it contains, and how to customize the templates to match your venue's voice and brand.
Loyalty emails trigger automatically based on guest activity. Currently, individual emails cannot be toggled on or off, but you can customize each template to match your venue voice, language and brand in Settings > Design > Email templates. You currently can't disable these emails from being sent.
When each loyalty email sends
Once you activate your program rules in Venue Manager, ROLLER sends loyalty emails automatically at key moments in the guest lifecycle.
You cannot currently turn individual emails off, but you can customize each template from Settings > Design > Email templates.
| When it sends | Who receives it | |
|---|---|---|
| Loyalty invitation email |
After an online purchase, POS transaction, or staff-created booking in Venue Manager. If a guest joins after purchasing online via a Join loyalty button, the invitation email is skipped — they receive the enrollment email instead. |
Booking holder with a valid email address who is subscribed to the mailing list. |
| Loyalty enrollment email | Once enrolled — regardless of how they joined — the guest receives a welcome email. | Newly enrolled loyalty member. |
| Loyalty milestone progress | When the guest reaches 30%, 50% and 75% of a milestone — up to three times per milestone. | Enrolled loyalty member. |
| Loyalty reward reminder | Two weeks before a reward expires. | Enrolled loyalty member with an active reward. |
| Loyalty invitation panel in order confirmation email | After an online checkout purchase, if the loyalty invitation panel is enabled in the order confirmation email template. The panel is enabled by default. | Booking holder, when the panel is enabled. |
What's included in each loyalty email
Each email has a default layout built around dynamic fields. ROLLER automatically populates the guest's name, milestone progress, reward details and other program data at send time.
The templates are ready to send out of the box, but you can customize the copy, panels, branding and CTAs from Settings > Design > Email templates to match your venue voice. Select an email below to see what's included by default.
Invites the guest to join your program. Sent automatically after a purchase once your program rules are active.
The default template includes a personalized greeting, a short program pitch, a perks summary — earn points, unlock rewards, redeem in-venue and online — and an Accept & Join button with a terms link. Guests select this button and automatically accept terms and join the program.
Sent as soon as a guest enrolls, regardless of how they joined.
Confirms enrollment, outlines program benefits, and includes a Plan your next visit button linking to the online checkout.
Encourages the guest to keep visiting by showing how close they are to their next reward. Displays the milestone name and current progress dynamically, with a Make a booking button linking to the online checkout.
Prompts the guest to redeem before their reward expires. Surfaces available rewards dynamically and includes a View my rewards button, linking to the guest's online account.
Appears inside the order confirmation email after an online purchase, giving guests a direct path to join loyalty straight after checkout.
The default panel includes a program headline, a how-it-works summary and an Accept & Join button.
How to customize a loyalty email template
You manage loyalty email templates from the same place as your other email templates, so the customization mechanics work the same way. You can customize each loyalty email — including the subject line, panels, branding, text and messaging — to match your venue voice and language.
- From Venue Manager, go to Settings > Design > Email templates.
- Find the loyalty email template you want to customize.
- Select the template to open it.
- Edit the panels, style and settings to match your venue voice.
- Select Save to publish your changes.
To learn more, see Customize your email templates. Currently, you cannot disable these emails from sending.
To give online guests another path to join loyalty straight after an online purchase, keep the loyalty invitation panel enabled inside the order confirmation email template.
Learn more
- Get started with ROLLER Loyalty (beta) — Plan your program, configure it in Venue Manager, and manage it day to day.
- How loyalty turns visits into lasting guest relationships (beta) — Understand how loyalty works in ROLLER — the guest lifecycle from enrollment through earning and redemption, rule types, reward types, and what qualifies for earning.
- Set up loyalty rules and rewards in Venue Manager (beta) — Configure your earning rules, set qualifying products and rewards, and activate your program.
- How guests join your loyalty program (beta) — See the different ways guests can enroll and how staff can support enrollment at POS.
- Redeem loyalty rewards at POS and online (beta) — Apply loyalty rewards at POS during checkout and see how online redemption works.
- Customize your email templates — Adjust the layout, branding, and messaging for all your venue emails.