Generic emails don’t grow revenue - data proves it.

Personalised email campaigns deliver up to 6x higher transaction rates than non-personalised ones. Why? Because customers respond to relevance. A generic email blast might tick a box on your comms checklist, but it won’t fill tables. Liven Engage lets you target each diner based on what they love, where they go, and when they’re most likely to return.

1. What Is Personalisation and Why it Matters

Personalisation isn’t just about “Hi {{FirstName}}.” It’s about using real guest data - like last order, visit frequency, or loyalty status - to send messages that matter.

In hospitality, it looks like:

• “Still craving that Chicken Noodles from your last visit?”

• “Our Chadstone venue has a table for you this Friday night.”

Personalised emails:

• Boost open and click-through rates

• Increase redemptions and repeat visits

• Show guests they’re recognised and valued - not just part of a list

2. Personalising using Liven Engage

Most platforms let you personalise with a name or location. That’s table stakes. Liven Engage goes several steps further, giving you access to the full picture of every customer, pulled daily from your POS, digital ordering, loyalty, and payment touchpoints.

Because all systems are natively integrated within the Liven ecosystem, Engage automatically builds a near real-time behavioural profile of each guest. You don’t need separate tools or data warehouses. Just pick the attributes you want to target and go.

Want to promote a new vegan dish? Target diners who’ve ordered plant-based meals before. Want to send higher-value offers only to big spenders? Use the average ticket size. Want to run a campaign for lapsed loyalty members? Filter by last visit date and current tier.

With Engage, you’re not limited to generic fields - you can personalise emails based on:

• Visit frequency and timing (e.g., weekday lunch regulars vs. weekend families)

• Order history (e.g., their go-to dishes or last transaction channel)

• Loyalty behaviour (e.g., B$ balance, redemption status, reward expiry)

• Custom traits (e.g., dietary preferences, usual party size, favourite venue)

Sure, we support standard tags like {{FirstName}}, {{VenueName}}, and {{RewardBalance}}. But the real win is how dynamically you can use these traits to power one-to-one marketing at scale.

Pro Tip: Partner with us via our Liven Launchpad services to set up advanced custom fields and build layered journeys that match your venue’s specific goals, like upselling catering, launching location-specific menus, or unlocking dormant users.

3. Add Personalisation Tags to an Email Template

Creating an email template in Liven Engage is quick, and adding personalisation makes it powerful. Whether you're sending a campaign or building automation, templates are the base layer where your dynamic content shines.

Steps to Add Personalisation Tags in a Template:

1. Go to “Campaign Templates” in Liven Engage from the left-hand sidebar under Email. 

2. Click “Create a Template” or select one of your existing templates to edit.

3. Choose “Email Designer” to build a template with drag-and-drop features. 

4. Choose a layout: Start from scratch, use a hospitality-relevant preset, or use your brand's saved format.

5. From the drag-and-drop editor, click on any text block you want to personalise.

6. You’ll see a “Personalisation tags” button in the text editor toolbar. Click it.

7. A dropdown will appear showing all available tags (e.g., FirstName, VenueName, LastOrderedItem, etc.).

8. Select your tag, and it will insert as {{TagName}} into the copy.

9. Style and format the block as usual - your tag will render like regular text in previews and live emails.

Use Case Tip: Add {{VenueName}} to the header, {{RewardBalance}} in a banner, and {{LastSaleActivity}} in a CTA block for maximum contextual punch.

4. How to Use Personalisation Tags in Campaigns

Campaigns are your one-off, high-impact emails - think new product drops, exclusive promos, or reward expiry alerts. Personalisation makes these feel like messages crafted just for that diner, not a database blast.

Personalising Campaigns:

Personalising an email campaign is exactly similar to personalising a campaign template. But, you can also add tags in headers like subject lines and preview text.

1. To add a personalisation tag in your campaign subject line or preheader text: 

   • Click on the thunderbolt icon at the right end of the text box and select the field you want to use, like {{FirstName}} or {{RewardBalance}}, to personalize at the inbox level.

   • Example: “Hey {{FirstName}}, your $5 reward expires Sunday”

Segmentation Tip: Personalise for Impact, Not Just Inbox Placement

“Missing your spicy salmon roll, {{FirstName}}? It’s waiting at {{VenueName}}.”

That’s not a generic email. That’s a personal nudge, powered by real-time behaviour, loyalty data, and your menu. This is what smart segmentation + personalisation looks like - and it’s what makes Liven Engage different.

With Engage, you can combine filters like last ordered item, visit frequency, reward balance, or preferred venue to craft campaigns that feel like one-on-one messages. Then drop in personalisation tags like {{FirstName}}, {{LastOrderedItem}}, or {{RewardBalance}} to complete the moment.

Segmentation decides who sees it. Personalisation decides what they see. 

5. Personalisation Powers Automations

Automations in Liven Engage allow you to send the right message at the right time without lifting a finger. With personalisation, each email in your workflow feels like it was written for just that diner - because it was.

Personalising Automation Emails:

1. Click on “Automations” in the left menu.

2. Click “Create Workflow” or duplicate an existing one.

3. Choose a start trigger—e.g., “Subscribe to a list”.

4. In the workflow builder, drag in an “Email” action.

5. Select or create an email template and insert your personalisation tags just like you did in the steps above. 

   • {{FirstName}} for greetings

   • {{LastOrderedItem}} for recommendations

   • {{RewardBalance}} to drive redemptions

   • {{LoyaltyTier}} to unlock tier-based content

Automation Examples:

• Welcome series: “Hi {{FirstName}}, thanks for joining! Here’s $10 to spend at {{VenueName}}.”

• Birthday journey: “It’s your birthday month, {{FirstName}}! Celebrate with a treat on us.”

• Win-back flow: “Your {{LastOrderedItem}} misses you. Come back and enjoy $5 off.”

6. Need help to get going?

The Liven Launchpad is your shortcut to success. We will

• Set up your first automated journey (e.g., birthday or win-back series)

• Customise templates with your branding and dynamic tags

• Train your team on how to edit and scale future campaigns

Contact us to get going.

Final Thoughts

Personalisation isn’t a gimmick. It’s the difference between a guest who deletes your email and one who walks through the door tonight. With Liven Engage, personalisation is easy, powerful, and built for hospitality.

Next time you send an email, make it feel like a one-on-one conversation, not a broadcast. That’s how you win loyalty that lasts.