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Customer Popup Messages Documentation

Menu Location: Settings > Customer Popup Messages (or Marketing > Messages)

Access Level: Administrator and above

Last Updated: 2026-03-01

Overview

The Customer Popup Messages page allows you to create and manage modal popup messages that appear to customers when they log into their accounts or visit specific pages on your website. These popups are powerful tools for communicating important announcements, special offers, policy changes, service updates, or promotional campaigns directly to customers. Popups ensure critical messages are seen and acknowledged.

Primary Functions:

  • Create popup messages for customer-facing website
  • Schedule messages to appear during specific date ranges
  • Target specific customer segments or all customers
  • Require acknowledgment before customers proceed
  • Track message views and dismissals
  • Communicate urgent or important information effectively

Page Layout

Header Section

  • Add New Popup button - Create new popup message
  • Status Filter - Active, Scheduled, Expired, Draft
  • Target Filter - All Customers, Specific Segments
  • Search Box - Find specific messages

Main Content Area

Table displaying popup messages with columns:

  • Message Title - Internal reference name
  • Message Type - Announcement, Promotion, Alert, Policy Update
  • Target Audience - Who sees this popup
  • Display Trigger - When popup appears (login, page visit, etc.)
  • Start Date - When message begins showing
  • End Date - When message stops showing
  • Views - How many times message displayed
  • Dismissals - How many customers dismissed message
  • Status - Active, Scheduled, Expired, Draft
  • Actions - Edit, preview, activate, deactivate, delete

Types of Popup Messages

Announcement Popups

  • Important company news
  • Service changes
  • New features available
  • Holiday schedules
  • Delivery updates

Promotional Popups

  • Special offers and discounts
  • Limited-time promotions
  • New product launches
  • Seasonal sales
  • Referral program promotions

Policy Popups

  • Terms of service updates
  • Privacy policy changes
  • Pricing changes
  • Service area changes
  • Shipping policy updates

Alert Popups

  • Urgent service disruptions
  • Weather-related delivery delays
  • Product recalls
  • System maintenance notices
  • Emergency communications

Survey/Feedback Popups

  • Customer satisfaction surveys
  • Product preference questions
  • Service improvement feedback
  • Net Promoter Score (NPS)
  • Feature request gathering

Creating Popup Messages

Add a New Popup Message

Steps:

  1. Click "Add New Popup" button
  2. Enter Internal Title (admin reference only)
  3. Example: "January 2026 - New Year Sale Popup"
  4. Select Message Type (Announcement, Promotion, Alert, etc.)
  5. Choose Target Audience:
  6. All customers
  7. Active subscribers only
  8. New customers (< 30 days)
  9. Specific customer segment/tag
  10. VIP customers
  11. Configure Display Trigger:
  12. On login
  13. On homepage visit
  14. On shop page visit
  15. On specific page
  16. After X seconds on site
  17. Set Display Frequency:
  18. Show once per customer (requires acknowledgment)
  19. Show once per session
  20. Show on every visit
  21. Show X times maximum
  22. Compose Message Content:
  23. Headline: Eye-catching title
  24. Body: Main message (keep concise)
  25. Call-to-Action Button: "Shop Now", "Learn More", "Got It"
  26. Dismiss Option: "Close", "X" button, click outside
  27. Design Visual Settings:
  28. Background color
  29. Text color
  30. Button style
  31. Image/icon (optional)
  32. Size (small, medium, large, full-screen)
  33. Set Schedule:
  34. Start date and time
  35. End date and time (optional - leave blank for indefinite)
  36. Preview popup before saving
  37. Save as Draft or Activate immediately

Common Use Cases

Use Case 1: Announce Holiday Delivery Schedule

Goal: Inform customers about modified delivery dates during holidays

Steps:

  1. Create new popup 2 weeks before holiday
  2. Title: "Thanksgiving Week Delivery Schedule"
  3. Type: Announcement
  4. Target: All active customers
  5. Message content:
    • Headline: "Thanksgiving Week Deliveries"
    • Body: "Please note: No deliveries Thursday, Nov 28th. Orders that week will deliver Wednesday, Nov 27th."
    • CTA: "View Full Holiday Schedule"
  6. Display settings:
    • Trigger: On login
    • Frequency: Show until acknowledged
  7. Schedule:
    • Start: November 10th
    • End: November 30th
  8. Activate popup

Result: Proactive communication prevents customer confusion

Use Case 2: Promote Limited-Time Sale

Goal: Drive urgency for week-long promotional campaign

Steps:

  1. Create promotional popup
  2. Title: "Flash Sale - 20% Off All Beef"
  3. Type: Promotion
  4. Target: All customers
  5. Message content:
    • Headline: "Flash Sale! 20% Off All Beef"
    • Body: "This week only - save 20% on all premium beef products. Use code BEEF20 at checkout."
    • CTA: "Shop Beef Now" (links to beef category)
  6. Display settings:
    • Trigger: On login and homepage visit
    • Frequency: Once per day (gentle reminder)
  7. Schedule:
    • Start: Monday 12:01 AM
    • End: Sunday 11:59 PM
  8. Visual: Eye-catching design with urgency elements

Impact: 30-40% increase in featured product sales during popup period

Use Case 3: Gather Customer Feedback

Goal: Collect Net Promoter Score from customers

Steps:

  1. Create survey popup
  2. Title: "NPS Survey - Q1 2026"
  3. Type: Survey
  4. Target: Active customers (> 90 days tenure)
  5. Message content:
    • Headline: "How are we doing?"
    • Body: "On a scale of 0-10, how likely are you to recommend us to a friend?"
    • CTA: Include 0-10 rating buttons OR link to external survey
  6. Display settings:
    • Trigger: On login
    • Frequency: Once ever (don't re-show after response)
  7. Schedule:
    • Start: March 1st
    • Run for 2 weeks
  8. Track response rate

Target: 25-35% response rate for popup surveys

Use Case 4: Urgent Service Disruption Alert

Goal: Immediately notify customers of delivery issue

Steps:

  1. Create urgent alert popup
  2. Title: "Weather Delay - Feb 15 2026"
  3. Type: Alert
  4. Target: Customers with deliveries Feb 15-17
  5. Message content:
    • Headline: "⚠️ Weather Delay Notice"
    • Body: "Due to severe winter weather, deliveries scheduled for Feb 15-16 will be delayed 1-2 days. We apologize for the inconvenience and will update you when your delivery ships."
    • CTA: "View Your Delivery Status"
  6. Display settings:
    • Trigger: On login immediately
    • Frequency: Show until acknowledged (cannot dismiss without reading)
    • Design: Alert styling (red/yellow color scheme)
  7. Activate immediately
  8. Deactivate once weather clears and delays resolved

Benefit: Proactive communication reduces support inquiries

Use Case 5: Announce New Feature to Customers

Goal: Educate customers about new account feature

Steps:

  1. Create feature announcement popup
  2. Title: "New Feature - Product Swapping"
  3. Type: Announcement
  4. Target: All customers
  5. Message content:
    • Headline: "New Feature: Swap Products in Your Order!"
    • Body: "You can now swap any product in your upcoming order. Log in to your account, click 'Swap' next to any item, and choose your replacement. Available until 48 hours before delivery."
    • CTA: "Try It Now" (links to upcoming order page)
  6. Display settings:
    • Trigger: On first login after feature launch
    • Frequency: Show once, with option to see tutorial again
  7. Schedule:
    • Start at feature launch
    • Run for 30 days (give everyone chance to see it)
  8. Include tutorial video or GIF

Adoption: Well-communicated features see 50-70% adoption vs. 15-25% for non-communicated

Design Principles

Headline (5-10 words):

  • Clear, concise, compelling
  • Action-oriented for promotions
  • Descriptive for announcements
  • Urgent for alerts

Body Copy (2-3 sentences max):

  • Get to the point quickly
  • One clear message per popup
  • Use bullet points for multiple items
  • Include key details (dates, codes, etc.)

Call-to-Action:

  • Clear next step
  • Action verb ("Shop Now", "Learn More", "Update Preferences")
  • Prominent button
  • Consider secondary option ("Not Now", "Remind Me Later")

Visual Design:

  • On-brand colors and fonts
  • High-contrast for readability
  • Eye-catching but not overwhelming
  • Mobile-responsive
  • Professional imagery

Timing and Frequency

When to Show:

  • Immediately for urgent alerts
  • 2-3 seconds after page load for promotions
  • On specific action/page for targeted messages
  • Consider time of day (morning for deals, evening for surveys)

How Often:

  • Alerts: Show until acknowledged
  • Promotions: Once per day maximum
  • Surveys: Once per customer total
  • Announcements: Until dismissed or end date

When to Stop:

  • Alert resolved
  • Promotion ended
  • High dismiss rate (customers annoyed)
  • Message no longer relevant

Targeting

Who Sees Popup:

  • All customers: Major announcements, critical alerts
  • Active customers: Promotions, new features
  • New customers: Onboarding, welcome offers
  • Specific segments: Targeted promotions, relevant updates
  • VIP customers: Exclusive offers

Avoid:

  • Showing too many popups simultaneously
  • Interrupting checkout or critical flows
  • Targeting wrong audience (e.g., cancelled customers for active-only promotions)

Measuring Popup Effectiveness

Key Metrics

View Rate:

  • (Popups displayed / Target audience size) × 100
  • Should be close to 100% for "on login" triggers
  • Lower for "on page visit" triggers

Dismissal Rate:

  • (Dismissals / Views) × 100
  • High dismissal (> 80%): Message not resonating or too frequent
  • Low dismissal (< 20%): Compelling or required acknowledgment

Click-Through Rate (CTR):

  • (CTA clicks / Views) × 100
  • Promotions: 15-30% CTR is good
  • Announcements: 5-15% CTR typical
  • Surveys: 20-40% CTR target

Conversion Rate:

  • For promotions: % who clicked and made purchase
  • For surveys: % who completed survey
  • For features: % who adopted feature

Annoyance Indicators:

  • Very high immediate dismissal
  • Support tickets complaining about popup
  • Customers looking for way to disable
  • Increased churn after popup introduction

Troubleshooting

Check:

  1. Is status Active (not Draft or Expired)?
  2. Are start/end dates current?
  3. Does customer match target audience?
  4. Has customer already dismissed (if show once)?
  5. Are there conflicting popups?
  6. Browser popup blockers enabled?
  7. JavaScript errors on page?

Solution: Verify settings, test in incognito mode, check browser console for errors

Symptoms:

  • Customers complaining popup appears every time

Check:

  1. Display frequency setting
  2. Cookie/session tracking working?
  3. Multiple similar popups active?

Solution: Adjust frequency to "once per session" or "once ever", consolidate popups

Low Engagement with Popup

Possible Causes:

  • Message not compelling
  • Poor timing (interrupts user flow)
  • Design not eye-catching
  • CTA not clear
  • Wrong audience targeted

Solutions:

  1. A/B test different messages
  2. Improve headline and CTA
  3. Better visual design
  4. Refine targeting
  5. Adjust timing/trigger

Symptoms:

  • Customers can't access site features due to popup

Fix:

  1. Ensure popup can be dismissed
  2. Add "X" close button
  3. Allow clicking outside popup to close
  4. Don't make non-critical popups full-screen
  5. Test on mobile (smaller screens more affected)
  • Email Templates - Coordinate popup messages with email campaigns
  • Customers (customers.php) - View customer segments for targeting
  • Discount Codes - Create codes mentioned in promotional popups
  • Settings - Configure popup system defaults

Permissions & Access

Required Access Level: Administrator or higher

Access Level Capabilities:

  • Administrator: Create, edit, schedule, activate popups
  • Kiva Admin: All features + system configuration, custom triggers

Restricted Features:

  • Urgent Alerts: May require Manager or Admin approval
  • System-Wide Popups: Administrator approval
  • Custom Coding: Kiva Admin only

Best Practices Summary

Content

  1. One message per popup - Don't overwhelm
  2. Clear and concise - 3 sentences max
  3. Strong CTA - Tell customers what to do next
  4. Mobile-friendly - Most customers on mobile
  5. Proofread carefully - Mistakes very visible

Targeting

  1. Right audience - Segment appropriately
  2. Right time - When message is relevant
  3. Right frequency - Don't annoy customers
  4. Test first - Preview and test before activating
  5. Monitor feedback - Watch for complaints

Strategy

  1. Plan ahead - Schedule promotions in advance
  2. Coordinate channels - Popup + email + social
  3. Track performance - Measure effectiveness
  4. Iterate - Improve based on data
  5. Don't overuse - Popups lose power if overused

Things to Avoid

  • Too many simultaneous popups
  • Preventing site usage (no dismiss option)
  • Irrelevant messages to customer
  • Annoying frequency
  • Poor mobile experience

Quick Reference Card

Task Action/Location
Create popup Click "Add New Popup" button
Preview popup Edit > Click "Preview" button
Activate popup Set status to Active, verify dates
Deactivate popup Change status to Expired or set end date to past
Edit active popup Click Edit (changes take effect immediately)
Target specific segment Set target audience filter
View popup performance Check Views, Dismissals, CTR columns
Duplicate popup Click Copy, modify, activate

FAQs

How many popups can be active at once?

Technically unlimited, but show customers only ONE popup per session/visit. Multiple simultaneous popups are annoying. System should queue and prioritize.

Can customers disable popups?

Usually no. Important communications need to be seen. However, provide easy dismiss option and don't overuse.

Should popups be mobile-responsive?

Absolutely. 50-70% of customers access via mobile. Popup must work well on small screens.

How long should a promotional popup run?

Typically 3-7 days for flash sales, 2-4 weeks for standard promotions, 1-3 days for urgency-driven offers.

Can I A/B test different popup messages?

Some systems support this. Test headlines, CTAs, images, timing. Run variations to find most effective approach.

What's a good click-through rate for promotional popups?

20-30% CTR is good for promotions. Announcements typically lower (5-15%). Surveys can hit 30-40% if incentivized.

Should I require customers to acknowledge important popups?

For critical information (policy changes, service disruptions), yes. For promotions, no - allow easy dismiss.

How do I prevent popup fatigue?

Limit to one popup per session. Reserve popups for truly important communications. Use other channels (email, banners) for less critical messages.

Can I target popups to new customers only?

Yes, target by customer tenure. Show onboarding popups or special welcome offers to customers < 30 days old.

Change Log

2026-03-01

  • Initial documentation created
  • All sections completed per template requirements
  • Included popup types and use cases
  • Added effectiveness measurement framework

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.