▪️Sending personal messages from Back Office

Send one-off messages to an individual player from their user profile.

You can send a targeted, one-off message directly from a player's User Profile. This suits VIP managers, CRM operators, and support agents.

Personal messages use a Real-time Campaign. The campaign receives your message details and sends them through the selected channel.

Use the Sending Messages via Smartico REST API when an external service sends the message. Use this guide when an operator sends it from Back Office.

How it works

1. You select Send Message in a player's profile.

2. Smartico emits the Core: send personal message event.

3. An active Real-time Campaign matches your selected channel.

4. The campaign injects your submitted fields into its message template.

5. The communication activity delivers the message.

A message is not sent automatically. An active campaign must listen for the event and channel.

1. Set up the message template

Create a communication resource for your required channel. Use the event tags below in its fields.

Tag	Use in template
{{event.subject}}	Message title or subject line
{{event.message}}	Main message or subtitle
{{event.button_text}}	Primary button label
{{event.action}}	Primary button URL or deep link
{{event.button_text_secondary}}	Secondary button label for Popups and Rich Inbox
{{event.action_secondary}}	Secondary button URL or deep link
{{event.html}}	Rich Inbox HTML body

Use dot notation, such as {{event.subject}}. Hyphenated tags, such as {{event-subject}}, render as plain text.

For Inbox links, use dp:gf_inbox as the button action. This opens the notification center.

2. Configure the Real-time Campaign

1. Go to CRM Automation → Realtime Campaigns and select Create.

2. Set Trigger to Core: send personal message.

3. Add a Core: personal message channel condition. Match your channel: popup, inbox, sms, push, or mail.

4. Set Entry Mode to Every time conditions are met.

5. Set Campaign Duration to 1 minute.

6. Add your communication activity, such as Send Popup or Send Inbox. Select the template you created.

7. Set the campaign to Active.

Create a separate campaign for each channel. Each campaign needs the matching channel condition and activity.

3. Send a message from a player profile

1. Go to Gamification → Users and open the player.

2. Select Actions → Send Message. You can also select a channel icon.

3. Choose Quick Message or Select Template.

4. Complete the message fields and send the message.

Quick Message

Enter one-off text in the modal. Smartico passes the entered title, message, and button values to the matching {{event.*}} tags.

Select Template

Choose an existing Back Office template. For SMS, Email, Push, and Inbox, the modal fills the fields. You can edit them before sending.

FAQ

Q: Nothing happens after selecting Send. What should I check?

A: Check that an active Real-time Campaign uses Core: send personal message. Its channel condition must match your selected channel.

Q: Why does the player see {{event.subject}} as text?

A: Use dot notation in the template. Also confirm that the template belongs to the personal-message campaign.

Q: Why does an Inbox button not open notifications?

A: Set the button action to dp:gf_inbox.