Question 1

What is vivenu Engage?

Accepted Answer

vivenu Engage is the marketing and audience-activation layer built directly into vivenu's ticketing platform. It reads shop visits, purchases, and campaign data straight from vivenu's native layer in real time, so a segment can be built and messaged before the buying window closes, not after.

The suite is powered by four native, interconnected components that establish a unified first-party data infrastructure:

Dynamic Segments: Build automated fan audiences based on real purchase and attendance behavior. These update continuously in the background as user behavior shifts, requiring zero separate activation.

Email Campaigns: A built-in drag-and-drop block builder that lets you message those customer segments directly from your own verified domain, completely eliminating legacy third-party marketing tools.

Entitlements: Automates fan loyalty by instantly waiving fees or applying targeted discounts when a buyer matches a specific segment rule.

Consent Management: Captures explicit, GDPR-compliant data privacy opt-ins directly within the checkout flow, account signup, or on-site kiosk.

Question 2

Does vivenu Engage replace HubSpot or Salesforce, or work alongside them?

Accepted Answer

Depends on how you'd set it up. Engage skips the deal pipeline and contact management a CRM for event venues is built around, so it's built to complement a CRM rather than replace one. There's no native, plug-and-play HubSpot or Salesforce connector built into vivenu. Connecting either runs through webhooks and middleware, tools like Zapier or Google Tag Manager, or through vivenu's native integration with the Segment data platform.

If you already run HubSpot or Salesforce, keep running it. Engage feeds it ticketing-specific behavioral data, segments, purchase history, attendance, that a generic CRM never generates on its own. For organizers without a full CRM stack, Engage covers similar ground using data those tools never had access to in the first place.

If you're evaluating a specific CRM workflow, confirm the technical integration approach and any data-sync limitations with your account team. The middleware layer means sync behavior depends on how that layer is configured, not on a fixed vivenu-to-CRM connection.

Question 3

What behaviors can you build customer segments on, and how many can you create?

Accepted Answer

vivenu Engage allows you to build sophisticated audiences based entirely on what they did, not just who they are on paper. You can stack multiple behavioral filters using complex AND/OR logic to eliminate messy spreadsheet stitching and manual list exports.

On the dedicated Engage tier, you can build up to 100 dynamic segments using real-time commercial filters, including:

Verified attendance records and no-shows tracked directly by on-site ticket scanning.

Specific dynamic pricing promo code usage and geographic location down to the postal code.

Direct email engagement (opens, bounces, deliveries) once your messaging modules are active.

Stack these parameters effortlessly to maximize value. "High spenders who logged a verified no-show last season" is a single automated segment, not three historical exports stitched together.

Question 4

How fast do segments update when a buyer's behavior changes?

Accepted Answer

Roughly every hour, automatically, in the background. A buyer who crosses your high-value threshold on Friday afternoon shows up in that segment within the hour, not the next day.

Build that hour into time-sensitive campaigns. Secret Shops, the separate feature that gates inventory using Engage segments, runs on this same refresh, so a buyer who just qualified may wait up to an hour before gated inventory unlocks for them. Your team can force an immediate refresh by opening the segment, making a small edit, and saving, which matters when a VIP is on the phone asking why they can't see the presale yet.

Question 5

What audience insights can you see in vivenu Engage, and what's attribution?

Accepted Answer

Save a segment and you immediately see its size, total value, average basket size, spending buckets, top geographic locations, and overlap with your other segments. No separate reporting step.

The overlap number does more work than it looks like it should. Knowing how much a new segment overlaps with one you already built keeps you from sending three campaigns to the same buyers in one week.

That's what Engage itself surfaces. A separate attribution layer exists through the Marketing Campaigns module, outside Engage rather than part of it: three single-touch models, First Click, Last Click, and Last Non-Direct Click, tie campaign performance to verified ticket conversions, plus a four-stage checkout funnel. True multi-touch attribution, models that split credit across several touchpoints rather than assigning it all to one, isn't natively supported. For that, connect Google Analytics 4 through Google Tag Manager. Confirm module requirements with your account team if you're evaluating this layer.

Question 6

Can you send email marketing campaigns directly from the ticketing platform?

Accepted Answer

Yes. Email Campaigns runs natively in your dashboard, a block editor, a saved segment as your target, the required consent attached automatically, send. No external email tool, no manual list export. It runs on two modules, both enabled by vivenu: Email Campaigns and Custom Mails. You need both active before the feature works.

Two details that change how your numbers read. Campaigns send from your own verified domain, never a generic vivenu address, so domain verification comes first. Your delivered count will always sit below your raw segment size, because vivenu filters recipients by consent at send time.

Question 7

How is GDPR consent collected, and does it cover kiosk sales too?

Accepted Answer

Set it up once, under Settings, More, Consents, and it appears wherever your buyers are: checkout, account signup, kiosk. Kiosk-based consent collection was added as a dedicated platform update. Like Email Campaigns and Entitlements, Consent Management needs its own module activated before any of this runs live.

Every consent record carries a full audit trail, timestamp, IP address, user agent. Consent applies automatically at send time, so you never add a consent filter manually when building a segment.

The one limitation: there's no standalone newsletter sign-up page inside your own ticket shop. Consent only gets captured at checkout, account creation, or kiosk, not through a dedicated opt-in page you could link to separately.

Question 8

Can the platform automate loyalty rewards like fee waivers or discounts?

Accepted Answer

Yes, through Entitlements. A buyer matches a segment you define, vivenu waives a fee or applies a discount automatically at checkout. No promo code, no manual step.

Two scope details worth knowing before you build a program around it. "Waive fees" removes excluded fees, the ones added on top of the ticket price at checkout. It doesn't touch included fees, the price components already embedded in the ticket price through your fee scheme. There's no native cap on how often an entitlement can trigger per customer, so a once-per-customer limit has to be built through segment rules rather than a built-in toggle. Entitlements needs its own module activated before any of this runs.

Question 9

What's a secret shop, and how does it use vivenu Engage data?

Accepted Answer

Secret Shops is a separate vivenu feature, not part of the Engage suite, that runs on the segments Engage builds. It restricts visibility and purchase access to a chosen segment, past VIP buyers, season ticket holders, members, while staying invisible to everyone else.

Access runs on the same hourly segment refresh used everywhere else in Engage, since Secret Shops reads directly from Engage's segment data. A buyer who just qualified may wait up to an hour before the shop unlocks for them. Your team can force a refresh in the meantime.

Question 10

What is the first step to start using vivenu Engage?

Accepted Answer

Do not get overwhelmed trying to map out your entire database on day one. Pick one single fan behavior you are already tracking, build a segment around it, and analyze the immediate results. Excellent high-converting starting audiences include:

Fans who bought tickets but logged a verified no-show scan last season.

Your top high-value spenders by total transactional value.

Fans who opened your last email blast but did not complete the checkout flow.

The moment you save this initial audience, the dashboard will instantly reveal its total volume, financial value, and cross-campaign overlap, telling you fast whether the audience is worth targeting. From there, align with your vivenu account team to confirm which specific modules (Email Campaigns, Consents, or Entitlements) are activated on your enterprise plan, and discover how our global partners use these features by exploring our success stories.

Frequently Asked Questions