Sending Push Notifications to Individual Customers
Overview
You can send push notifications to individual customers directly from their customer profile, allowing you to communicate personally with specific customers for customer service follow-ups, special rewards, or personalised messages. This one-to-one messaging feature ensures only the selected customer receives your notification.
What you can do:
Send personalised messages to specific customers by name
Follow up on individual customer service issues
Reward customers for referrals or special achievements
Send birthday wishes or milestone congratulations manually
Test notifications on yourself before sending to larger groups
Schedule individual messages for future delivery
Unlike segment-based campaigns that reach groups of customers, this method targets exactly one customer, making it perfect for personal communication and customer relationship management.
Before You Begin
Requirements:
Active Perkstar account
Customers with profiles in your system
Customer must have "Installed" card status to receive push notifications
Customer must have at least one loyalty card associated with their profile
When to use individual customer messaging:
✅ Customer service recovery or follow-ups
✅ Personal thank-you messages for referrals
✅ Special occasion messages (birthdays, anniversaries)
✅ Rewarding specific achievements or milestones
✅ Testing notification appearance on your own profile
✅ One-off communications about specific situations
When to use campaigns instead:
❌ Messages that apply to many customers
❌ Promotional offers for groups
❌ Announcements everyone should receive
❌ Recurring automated messages (use Push Automation)
Step-by-Step: Sending to an Individual Customer
Step 1: Navigate to Customers Section
Log in to your Perkstar account
Locate the left-hand menu
Click the Customers icon (person or group icon)
The Customers section opens, showing your customer database
Step 2: Find Your Target Customer
You have two ways to locate the customer:
Option 1: Search by Name
Locate the search bar at the top of the Customers section
Type the customer's name (first name, last name, or both)
Search results appear as you type
Click the customer from the search results
Option 2: Browse Customer List
Scroll through your customer list
Customers are typically listed alphabetically by name
Look for your target customer by name
Click the customer to open their profile
Tips for finding customers quickly:
Use filters if available (active customers, card type, location)
Sort by name, recent activity, or other criteria
Search by phone number or email if name search isn't working
Use customer ID if you have it
Step 3: Open the Customer Profile
Click on the customer's name from the list or search results
The customer profile opens, showing:
Customer name and contact information
Card(s) associated with their account
Transaction history
Current points, stamps, or rewards
Card status (Installed, Not Installed, etc.)
Verify this is the correct customer:
Check their name matches your intended recipient
Verify their card status (must be "Installed" to receive push)
Review their loyalty programme status
Confirm this is who you want to message
Step 4: Access Send Push Option
At the top of the customer profile, locate the action options:
Look for "Send Push" button or option
It may be in:
A row of action buttons at the top
A dropdown menu (⋮ or similar icon)
The profile header area
Click "Send Push"
The push notification composer opens
What this button looks like:
May say "Send Push," "Push Notification," or "Message"
Usually appears alongside other actions like "Edit," "View Card," "Send Email"
Icon may be an envelope, bell, or messaging symbol
If you don't see "Send Push" option:
Customer may not have an installed card
Check their card status in the profile
Ensure they have at least one card associated
Verify your account has push notification permissions
Step 5: Select the Customer's Card
If the customer has multiple cards, choose which one to message from:
A card selector appears (if customer has multiple cards)
You'll see all cards this customer uses:
"Downtown Location Card"
"VIP Membership Card"
"Seasonal Promotion Card"
Etc.
Select the appropriate card for this message
Why card selection matters:
Customer has multiple cards:
Each card may have different balances, stamps, or rewards
Your message should match the selected card
Notification will show as coming from that specific card
Customer has one card:
It will be automatically selected
Proceed to composing your message
Choosing the right card:
Select card relevant to your message content
If thanking for a specific location visit, use that location's card
If discussing VIP benefits, use VIP card
If general message, use their primary/most active card
Step 6: Choose Timing
You have two delivery options:
Option 1: Send Immediately ⚡
Message sends within seconds
Customer receives notification right away
Best for: Urgent follow-ups, time-sensitive offers, immediate responses
Option 2: Schedule for Later 📅
Choose specific date and time for delivery
Message sends automatically at scheduled time
Best for: Birthday wishes, planned rewards, advance preparation
To send immediately:
Leave schedule option unchecked or set to "Send Now"
Compose your message
Click Send
Notification delivers immediately
To schedule for later:
Check "Schedule" or select "Schedule for later" option
Date picker appears
Select date when message should send
Select time for delivery
Verify time zone is correct
Compose your message
Click Send/Schedule
Message saved and will send automatically at specified time
Scheduling best practices:
For birthdays:
Schedule for early morning on their birthday (8-9am)
Gives them all day to visit and redeem
For customer service follow-ups:
Schedule during business hours (9am-6pm)
Avoid early morning or late evening
For special rewards:
Schedule for times when customer typically visits
Weekend messages for weekend shoppers
Weekday messages for lunch-time regulars
Avoid:
Very early morning (before 8am) - customer may be sleeping
Late night (after 9pm) - intrusive
Holidays when you're closed - frustrating if they can't act on it
Step 7: Compose Your Message
Write your personalised message:
Locate the Message textbox
Type your message content
Make it personal and specific to this customer
Message guidelines for individual customers:
Character limits:
Aim for 60-100 characters for optimal display
Maximum effective length: ~120 characters
Longer messages get truncated on lock screens
Put most important information first
Personalisation tips:
Use their name (naturally):
"Hi Sarah! Thanks for being such a loyal customer 🎉"
"John, your dedication amazes us—enjoy this special reward!"
Reference specific situations:
"Thank you for your feedback yesterday—we'd love to make it right"
"Congratulations on earning your 20th stamp! 🎊"
"We noticed you're close to your reward—visit us this week!"
Be conversational:
Write as if speaking directly to them
Friendly, warm tone
Show you know them individually
Example messages for different scenarios:
Customer service recovery:
"Hi Maria! We're sorry about your experience yesterday. Please accept a complimentary dessert next visit 🎁"
"John, thank you for your patience. We've added bonus points to your account as thanks ⭐"
Special recognition:
"Sarah, you're our 100th customer this month! Enjoy a special surprise next visit 🎉"
"Happy Birthday Tom! 🎂 Your gift is waiting—come celebrate with us!"
Referral thank-you:
"Thanks for referring Emily! We've added 500 bonus points to your card 🎁"
"Your recommendation means the world—enjoy this exclusive reward! ⭐"
Testing (sending to yourself):
"Test notification - checking appearance on lock screen"
"Testing emoji display and message length ☕🎉"
Milestone celebration:
"Amanda, you've been with us for 1 year! Thank you—here's something special 🎊"
"Congratulations on your 50th visit! You're amazing! ⭐"
Step 8: Add Emojis (Optional)
To include emojis:
Position cursor in message where you want the emoji
Click the emoji icon (if available) near the message box
Emoji picker appears
Select your emoji
Emoji inserts into message
Or type emojis directly:
Most devices let you type emojis using your keyboard's emoji selector
Copy/paste emojis from other sources if needed
Emoji best practices:
Use one emoji per message maximum
Place at end: "See you soon! ☕"
Choose relevant emoji (🎂 birthdays, 🎁 rewards, ⭐ achievements)
Test on your device first to ensure it displays correctly
Step 9: Send Your Message
Final review and confirmation:
Review everything:
✓ Correct customer selected
✓ Right card chosen (if multiple)
✓ Message personalised and proofread
✓ Timing appropriate (immediate or scheduled)
✓ No spelling or grammar errors
Click "Send" or "Schedule" button
Confirmation message appears
Notification is sent immediately or scheduled
For immediate sends:
Notification delivers within seconds to the customer's device
Success message appears confirming send
Customer receives it on their lock screen
Appears in their notification panel
For scheduled sends:
Notification is saved for future delivery
Confirmation shows scheduled date/time
System sends automatically—no further action needed
You can cancel before send time if needed
Important: Once an immediate message is sent, it cannot be recalled or edited. Scheduled messages can typically be cancelled before they send.
Step 10: Verification
Confirm the message was processed:
Return to the customer's profile
Look for "Latest Updates" or message history section
Your notification should appear in their activity log
For immediate sends:
Check Latest Updates on their card
Should show your message with current timestamp
Indicates device received and processed notification
For scheduled sends:
May appear in upcoming/scheduled notifications
Won't show in Latest Updates until it actually sends
Check back after scheduled time to verify delivery
When to Message Individual Customers
Appropriate Use Cases
Customer service and recovery:
Following up after complaints or issues
Apologising for service problems
Offering compensation or goodwill gestures
Checking in after resolved issues
Recognition and rewards:
Celebrating customer milestones (50th visit, 1-year anniversary)
Rewarding referrals or word-of-mouth marketing
Thanking customers for reviews or feedback
Acknowledging special achievements
Special occasions:
Birthday wishes with exclusive offers
Anniversary congratulations
Holiday greetings to VIP customers
Personal milestone celebrations
Testing and quality control:
Sending test notifications to yourself
Previewing message appearance before campaigns
Checking timing and emoji display
Verifying notification settings work correctly
Unique situations:
Responding to specific customer inquiries
Following up on lost card recovery
Confirming special requests or arrangements
Time-sensitive individual matters
When to Use Other Methods
Use campaigns instead (Send Push section) when:
Message applies to multiple customers
Broadcasting announcements or promotions
Sending to segments (high-value customers, lapsed users, etc.)
Recurring promotional content
Use email instead when:
Need detailed explanations or documentation
Requiring customer response or two-way conversation
Sending invoices, receipts, or formal communications
Customer prefers email communication
Use SMS instead when:
Extremely urgent matters
Customer doesn't have card installed
Need immediate attention (SMS has higher open rates)
Confirming appointments or reservations
Use phone calls when:
Complex issues requiring dialogue
Sensitive or confidential matters
Building personal relationships with VIP customers
Situations needing immediate resolution
Best Practices for Individual Messaging
Personalisation
Make it feel one-to-one:
Use customer's name naturally
Reference their specific history or actions
Acknowledge their loyalty level or status
Mention details they'll recognise
Examples of good personalisation:
"Sarah, we noticed you visit us every Friday—thanks for being such a regular!" ✅
"Thanks for visiting!" ❌ (too generic)
Show you know them:
"Your usual coffee order inspired our new menu item!"
"We remember you love our chocolate cake—we made extra today!"
"Thank you for always brightening our day with your smile"
Tone and Voice
Keep it conversational:
Write as if speaking face-to-face
Warm, friendly, genuine tone
Less formal than broadcast messages
Show authentic appreciation
Be specific:
Reference exact situations, not general platitudes
Mention specific visits, purchases, or interactions
Show you're paying attention to them individually
Examples of good tone:
"Hi Mike! We're so grateful you chose us for your team lunch yesterday 🎉" ✅
"Thank you for your business" ❌ (too generic and formal)
Frequency and Respect
Don't over-message:
Individual push messages should be occasional, not routine
Reserve for truly special situations
Respect customer's time and attention
Monitor if customer disables notifications after your messages
General guidelines:
Maximum 1-2 individual push messages per month per customer
More frequent communication via email is acceptable
Push should feel special, not routine
If messaging frequently, ask permission first
When to send more frequently:
Customer service situations requiring updates
Test messages to yourself
During active two-way communication (though email is better)
Privacy and Sensitivity
Remember lock screen visibility:
Others may see the notification on customer's lock screen
Don't include sensitive account information
Avoid embarrassing or private details
Keep messages appropriate for public viewing
What NOT to include:
Account balances or financial details
Personal health information
Private conversation details
Anything confidential or sensitive
What's safe to include:
General rewards earned
Visit thanks and appreciation
Public milestone celebrations
Non-sensitive special offers
Testing Notifications on Yourself
Why Test First
Before sending important individual messages:
Preview exactly how it appears on lock screen
Verify message length isn't truncated
Check emoji displays correctly
Confirm timing feels appropriate
Test on both iOS and Android if possible
How to Test
Create a customer profile for yourself (if you haven't already)
Issue yourself a loyalty card
Install the card on your device (iPhone or Android)
Send yourself a test notification:
Navigate to your own customer profile
Click "Send Push"
Select your card
Write test message
Send immediately
Check your device to see how it appears
Evaluate:
Lock screen appearance
Message length
Emoji display
Tone and clarity
Notification sound/vibration
Refine based on testing:
Shorten message if truncated
Adjust emoji usage
Rework unclear phrasing
Test different times of day
Troubleshooting
"I don't see 'Send Push' option in customer profile"
Possible causes:
Customer has no installed card:
Check customer's card status
Must show "Installed" to receive push
If "Not Installed," send installation link first
Customer has no card at all:
Issue them a card first
They need at least one card associated with profile
Return to Send Push after card is issued
Account permissions:
Your account may not have push notification rights
Contact support to enable push notifications
Check your plan includes push features
Wrong section:
Ensure you're viewing the customer's profile
Not in Customers list view
Profile must be fully opened
"Customer says they didn't receive the message"
Standard troubleshooting steps:
1. Verify sending succeeded:
Check customer profile's Latest Updates
Look for your message with timestamp
If not there, message may not have sent
2. Check card status:
Must be "Installed" to receive push
If status changed to "Not Installed," customer removed card
Send installation link if needed
3. Customer device settings:
iOS: Wallet notifications must be enabled
Android: Card/browser notifications must be enabled
Customer may have disabled notifications after receiving
4. Device connectivity:
Customer's device must have been online
Push requires internet connection (Wi-Fi or mobile data)
May be delayed if device was offline
5. Latest Updates check:
If message appears in Latest Updates, device received it
Customer may have dismissed notification without seeing
Or notification appeared but customer forgot
See: "Troubleshooting Push Notification Delivery Issues" article for comprehensive diagnosis.
"I selected the wrong customer by accident"
Before clicking Send:
Click back or cancel to return to customer list
Search for correct customer
Open correct profile and start over
After clicking Send:
Immediate sends cannot be recalled
Message has already delivered
Consider sending clarification if appropriate
Or contact customer directly to explain
Prevention:
Always verify customer name in profile header
Double-check before clicking Send
Take your time with individual messages
"Can I edit or cancel after sending?"
Immediate sends:
Cannot be edited or recalled
Message delivered instantly
No way to retrieve it
Scheduled sends:
May be able to cancel before send time
Check customer profile or scheduled messages section
Look for cancel or delete option
After scheduled time passes, cannot be cancelled
Best practice: Review everything carefully before sending, especially for immediate delivery.
"Customer has multiple cards - which should I use?"
Consider:
Message relevance:
Choose card related to message content
Birthday message → their primary card
Location-specific offer → that location's card
VIP reward → VIP card
Customer activity:
Use card they interact with most frequently
Check transaction history to see which card is active
Avoid cards they haven't used in months
When in doubt:
Use their most recently active card
Or their card with highest balance/stamps
Or ask customer which card they prefer (via email/SMS)
FAQ
Q: Can I send to multiple individual customers at once from this interface? A: No. Individual customer messaging sends to one customer at a time. To message multiple specific customers, either send individually to each, or use the Send Push section with segment targeting.
Q: Will the customer know this was sent only to them? A: They'll see the notification with your business name. The message content determines whether it's obviously personal ("Hi Sarah!") or could be a general message.
Q: Can customers reply to individual push notifications? A: No. Push notifications are one-way. Include your contact information (email, phone) if you want them to respond. Use email for two-way conversations.
Q: How is this different from sending via the Push section? A: Push section is for campaigns (groups). Customer profile messaging targets exactly one customer. Push section requires segment criteria; customer profile messaging selects customer directly by name.
Q: Can I schedule individual messages for each customer's birthday? A: You can schedule individual messages manually, but for automated birthday notifications, use Push Automation instead. That's designed for recurring automated events.
Q: Does the customer need to have the card installed to receive individual messages? A: Yes. Push notifications only work for installed cards. If customer shows "Not Installed" status, use email or SMS instead, or send them an installation link first.
Q: Can I send confidential information via individual push notifications? A: No. Push notifications appear on lock screens where others may see them. Use email, SMS, or phone calls for sensitive or confidential matters.
Q: What if I want to test on multiple staff devices? A: Create customer profiles for each staff member, issue them cards, have them install, then send individual test messages to each profile. This lets you see the experience across different devices.
Q: Is there a limit to how many individual messages I can send? A: Check your plan details. Most plans include individual messaging as part of push notification features. Be mindful of customer experience—don't over-message individual customers.
Q: Can I see if the customer opened or read my message? A: You can verify the device received and processed the notification (check Latest Updates on their card), but you cannot see if they actually viewed, read, or acted on it.
Related Articles
Sending Push Notifications to All Customers - Broadcasting to entire customer base
Sending Push Notifications to Customer Segments - Targeting groups of customers
Customer Profile Management - Managing individual customer information
Push Notifications - How Automated Messages Work - Setting up automatic notifications
Troubleshooting Push Notification Delivery Issues - When messages don't reach customers
Push Notifications on iPhone (iOS) - How customers receive notifications (iOS)
Push Notifications on Android - How customers receive notifications (Android)
Need help with individual customer messaging? Contact support for guidance on accessing customer profiles or troubleshooting message delivery to specific customers.