Some automation types - and any automation with a specific trigger, timing, or condition that isn't available in your portal - need to be built or updated by the Loyalsnap team. This article explains what you can change yourself, what requires a request, and exactly how to submit one so your rep can action it quickly.
What You Can Change Yourself
Before submitting a request, check whether your change is something you can make directly in the portal:
| Change | Do it yourself |
|---|---|
| Toggle an automation on or off | ✅ Yes — in the Automations tab |
| Change send days and hours | ✅ Yes — in the automation's settings |
| Associate or exclude specific packages | ✅ Yes — in the automation's settings |
| Change the message content or subject line | ✅ Yes — via the template editor |
| Rename an automation | ✅ Yes |
| Create a brand-new automation type or trigger | ❌ Requires a request |
| Change the trigger rule or condition | ❌ Requires a request |
| Set up a multi-step sequence | ❌ Requires a request |
| Connect a form submission as a trigger | ✅ Yes — see How to Trigger an Automation from a Form Submission |
The Most Important Thing to Understand Before Requesting
Each automation in Loyalsnap is linked to one trigger rule only. You cannot combine multiple conditions into a single automation.
This means you cannot create an automation that triggers based on, for example, "client has visited 5 times AND hasn't been back in 14 days." Those are two separate conditions — they would need to be two separate automations, or your rep would design a workaround using a combination of rules.
When you write your request, describe the outcome you want — not the exact technical logic. Support will map your goal to what's achievable and let you know if a workaround is needed.
How to Write a Good Request
A clear request gets actioned faster and with fewer back-and-forth questions. Include:
1. What you want to happen. Describe the outcome in plain language. Example: "I want to send a text to clients 24 hours after they book a class, reminding them what to bring."
2. Who should receive it. Be specific. Example: "Only clients on our Intro Pack" or "All active members".
3. When it should send. How it relates to the trigger (immediately, X hours/days after, X hours/days before).
5. SMS, email, or both. If both, provide the subject line for the email.
The more specific you are upfront, the faster your automation goes live. Vague requests like "a win-back message for clients who stop coming" will need several follow-up questions before anything can be built.
How to Submit Your Request
Reach out to Loyalsnap Support directly — via email or the contact method your team uses — with the details above.
What Happens After You Submit
Our Support team will review the request and confirm whether it's buildable as described. If there's a constraint — like the one-rule-per-automation limit — they'll tell you upfront and propose an alternative approach.
Once approved, Loyalsnap builds the automation and enables it in your portal. We will confirm when it's live and advise if any testing is needed before the first messages go out.
Standard turnaround for custom automation requests is a 2-5 business days, depending on complexity.
Troubleshooting / FAQs
Q: I want an automation that fires when two different things are both true — for example, a client is on an intro pack AND hasn't visited in 7 days. Can you build that?
A: Yes. But this is only available in some use cases. Describe what you're trying to accomplish and we'll help you design an approach.
Q: Can I request an automation that sends a different message to different client types?
A: Yes, but each variation needs to be a separate automation. For example, one automation for Intro Pack clients and another for members — each with its own message, timing, and trigger.
Q: I requested a custom automation a while ago and I'm not sure if it's active. How do I check?
A: Go to Automations in your portal. Your custom automations appear in the list alongside your standard ones. Check whether the toggle is on (enabled) or off. If you don't see it listed at all, contact Loyalsnap Support — it may not have been fully set up yet.
Q: Can I edit a custom automation myself once it's been built?
A: You can make the same self-service changes as any automation — toggle it on/off, change templates, associate/exclude packages. To change the trigger rule or condition itself, you'll need to submit a new request.
Q: How many custom automations can I have?
A: There's no hard cap, but we may advise on best practices to keep your automation library manageable and avoid sending too many messages to the same clients in a short window.
If you have a request ready to go, contact your Loyalsnap rep directly. If you need help getting started, reach out to support@loyalsnap.com