Question 1

What is vivenu Engage?

Accepted Answer

Every transaction is a small profile: ticket type, price tier, promo code, repeat visits, no-shows, email engagement. vivenu Engage reads straight from that data, so there's no export step between a sale happening and you being able to market to it.

Four components make up the suite. Dynamic Segments builds audiences from purchase and attendance behavior and updates them automatically as that behavior changes, native, no activation needed. Email Campaigns runs a built-in email builder you use to message those segments from your own domain, gated behind its own module. Entitlements waives fees or applies discounts the moment a buyer matches a segment, also gated. Consent Management captures GDPR-compliant opt-ins at checkout, signup, and kiosk with a full audit trail, also gated.

Two other vivenu features sit outside the suite but read from it: Secret Shops, which gates inventory to a chosen segment, and Fundraise, which targets donation campaigns using the same segment data. Both lean on Engage. Neither is part of it.

Email Campaigns, Entitlements, and Consent Management each sit behind their own purchasable module, switched on before they run. Dynamic Segments doesn't have a separate paid module tier, but it's still enabled per account by vivenu's team rather than live by default. Of the four, it's the only one without its own independent module gate.

Question 2

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

Accepted Answer

It doesn't have to. 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 can you build customer segments on, and how many can you build?

Accepted Answer

Build audiences with AND/OR rules across what buyers did, not who they are on paper. The filters: total spend, average order value, number of transactions, tickets bought, attendance and no-shows tracked by scan, promo code usage, location down to postal code, donations synced from Fundraise, and email engagement (opens, bounces, received) once the Email Campaigns module is active.

Stack them. "High spenders who no-showed last season" is one segment, not three exports stitched together. On the Engage tier, you can build up to 100 of these, well above the lower default limit on accounts without it.

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

Pick one behavior you're already tracking, last season's no-shows, your top spenders, buyers who opened your last email but didn't convert, and build a single segment around it. You'll see its size, value, and overlap with other segments the moment you save it, which tells you fast whether the audience is worth targeting.

From there, confirm with your account team which modules are active on your plan. Email Campaigns, Consents, and Entitlements are the Engage modules most commonly gated behind activation. Decide at the same time whether Engage runs alongside an existing CRM or standalone, since that shapes how you set up consent and integration syncing from day one.

FAQ

Frequently Asked Questions

What is vivenu Engage?

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

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

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

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

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

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

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

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

What is the first step to start using vivenu Engage?

FAQ

Frequently Asked Questions

01What is vivenu Engage?

What is vivenu Engage?

02Does vivenu Engage replace HubSpot or Salesforce, or work alongside them?

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

03What can you build customer segments on, and how many can you build?

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

04How fast do segments update when a buyer's behavior changes?

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

05What audience insights can you see in vivenu Engage, and what's attribution?

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

06Can you send email marketing campaigns directly from the ticketing platform?

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

07How is GDPR consent collected, and does it cover kiosk sales too?

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

08Can the platform automate loyalty rewards like fee waivers or discounts?

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

09What's a secret shop, and how does it use vivenu Engage data?

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

010What is the first step to start using vivenu Engage?

What is the first step to start using vivenu Engage?