Customer communication strategy

Effective customer communication is crucial for providing a seamless user experience, and Mynt supports this through an event webhook. This webhook enables partners to receive real-time updates and notifications about important customer actions, allowing them to keep their internal systems, such as CRMs, up to date and send timely notifications to their users via in-app messages or emails.

Types of communication events

The following are some of the key events that can trigger notifications and updates via the webhook:

• KYC application submitted: Notifies when a customer has submitted their KYC application, helping you track the status of customer verification and potentially prompting updates or assistance for the user
• KYC/KYB approved: Notifies you when the customer’s Know Your Customer (KYC) process has been successfully completed, enabling you to allow full access to your services and notify the user of their verified status.
• Credit application submitted: Informs you when a customer has submitted a credit application. This can be used to track where the customer is in the onboarding process and send targeted follow-up communications.
• Credit approved: Informs you when a customer's credit application has been approved, enabling you to update your CRM and notify the user of their approved credit line.
• Credit denied: Notifies you when a customer's credit application has been denied, allowing you to provide immediate feedback, manage expectations, and offer alternative solutions. For customers who are not approved for credit, Mynt also supports a debit solution as an alternative. Instead of relying on credit, customers can use the debit functionality, where they can only spend funds that are preloaded onto their account.
• Card ordered: Notifies the partner when a customer has successfully ordered a new card, allowing you to inform the user.
• Account Top-up: Alerts you when the customer's account has received a top-up, which can be used to send real-time balance updates or notifications of available funds.
• Auto Top-up initiated: Notifies when an auto top-up has been initiated, ensuring the user is aware of the automatic process starting.
• Auto Top-up activated/deactivated: Informs you when a customer has activated or deactivated the auto top-up feature, allowing you to send confirmation messages or balance management tips.
• Transactions activated: Informs you that a card account has been successfully created for the customer, where funds can be held and transactions can be processed. (This can be before cards and KYC is approved)

Use cases for partners

By integrating Mynt’s event and transaction webhooks, partners can effectively manage customer data in real-time, ensuring their CRM systems are always up-to-date and aligned with the customer journey. This not only helps in tracking customer progress during onboarding but also enhances post-onboarding engagement.

Update CRM in real time

With the wide range of event notifications provided by Mynt’s webhook, you can continuously update your CRM to reflect where a customer is in the onboarding process. This allows your CRM to provide insights into each customer’s journey and engagement level. Additionally, once a customer completes their first transaction, you can leverage Mynt’s transaction webhook to capture and update the last purchase date in your CRM.

This data allows you to:

• Track customer milestones in onboarding and throughout their lifecycle.
• Trigger engagement campaigns based on transaction history, such as sending offers if the customer hasn’t made a purchase recently.

In-App Notifications and Email

In addition to updating your CRM, Mynt’s event webhook allows you to send real-time in-app notifications and emails based on customer actions. This ensures that users are kept informed at key moments, enhancing their overall experience and increasing engagement.

In-App notifications: Use event triggers like "Credit Approved," "Top-Up Completed," or "Auto Top-Up Initiated" to send instant notifications within your app. This real-time communication helps to:

• Keep users engaged by providing updates when important events occur.
• Enhance the user experience by offering immediate feedback on actions they’ve taken, such as KYC approval or a successful top-up.

Email Alerts: For users who are not actively using your app, email notifications ensure that they stay informed. Trigger emails for important events such as:

• Card ordered: Let customers know that their card is on its way.
• Credit denied: Provide feedback and offer alternative solutions like a debit card option.
• KYC approved: Inform users that they are verified and can now fully use your services.

Mynt and partner's responsibilities

Regardless of whether a partner uses Mynt’s light integration or opts for a native integration, there are certain emails that Mynt always handles directly. These include crucial communications related to credit agreements and credit repayment. For other types of emails, the division of responsibility varies depending on the integration setup.

Communication that are always handled by Mynt

1. Credit Agreement Email: Mynt will always send out the credit agreement email to customers who apply for and are approved for credit. This ensures that the legal terms and conditions are communicated clearly and directly to the customer.
2. Credit Repayment Email: Mynt also manages all emails related to credit repayment. Customers are informed about their repayment schedules and any upcoming or overdue payments through these emails.
3. KYC process: In cases where Mynt needs additional information from customers to complete the KYC decision, Mynt communicates directly with the customer.
4. KYC decision: When Mynt denies a KYC application, Mynt, as the issuer, communicates directly with the customer to inform them of the decision.
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System emails vs. engagement emails

• System Emails: These transactional emails inform users about key events like card orders, credit approval, and account top-ups. In a light integration scenario, Mynt will send these emails. However, for native integrations, the partner has full control over these communications and can decide which system emails to send and how to structure them.
• Engagement Emails: Engagement emails are designed to nurture the customer relationship, providing helpful reminders or tips to keep users engaged during onboarding and beyond. These emails could include reminders for completing steps like adding funds, making a first purchase, or setting up auto top-up.

As a Native partner, while Mynt always handles credit agreement and repayment-related emails, you have full control over other types of customer communications, including both system emails and engagement emails. This flexibility allows you to create a seamless brand experience and provide tailored messaging that aligns with your customer engagement strategy.

Event Webhook

Mynt's event webhook provides valuable information to partners about key events in the customer lifecycle. By leveraging these notifications, partners can ensure that users are informed promptly and stay engaged throughout their experience.

API requirements

To enable the event webhook functionality, partners must provide Mynt with the necessary API details for seamless integration. This section outlines the key requirements for setting up the webhook and handling event communication.

• Full endpoint url: The partner must provide the full URL of the endpoint where Mynt will send the event notifications, e.g., POST https://partner-domain.com/path/to/webhook.
• Header name: The partner must specify the header name for authentication, which will be used to send an API token with each event.
• API token: The partner must supply an API token to authenticate Mynt’s requests. For example: partner-api-token: xxx....secret...yyy. The partner may choose a custom header name for this token.
• The endpoint should return one of the following HTTP status codes upon successful reception of an event: 200 OK, 201 Created, 204 No Content.
• The partner may implement IP allow-listing to restrict which IP addresses can access the webhook. Mynt can provide its production IP addresses upon request for this purpose.
• If there is an issue with processing the message, the endpoint should return the appropriate error codes.

Retries

If the sending of an event fails for any reason (e.g., network issues or server downtime), Mynt will automatically retry sending the event several times over an extended period. The retry attempts will occur with increasing delays between each attempt, ensuring that delivery is given multiple opportunities to succeed. Mynt will continue retrying for up to 5 days before permanently giving up on the event.

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