How Levenger Co. Brought Email, SMS, and AI Together to Build More Intentional Customer Journeys with Attentive

Giving Attentive Email and SMS distinct, complementary roles

Levenger had gone more than 18 months without an active text channel, while email remained essential to how the brand educated and inspired customers. Bringing both channels together on Attentive gave the team a clearer way to connect richer storytelling with timely action.

Attentive Email would carry product education, inspiration, and brand storytelling. SMS would support moments when timing and clarity mattered most: a product launch, a compelling offer, a seasonal event, or a reminder tied to demonstrated interest. Each channel had a distinct job, with shared customer context connecting the experience.

That division of responsibility allowed the channels to complement each other. Email could help someone understand why a Circa system, five-year journal, or writing instrument belonged in their routine, while SMS could help that customer act when the moment was right. Because both channels operate on one platform, the team could coordinate audience, timing, and journey logic instead of planning each message in isolation.

“It’s that one-to-one communication with people who actually want to talk to us. For Levenger, that means knowing why we’re reaching out before we send anything. We want a text to offer something useful in the moment, not simply fill a place on the marketing calendar.

— Margaret Moraskie, CEO, Levenger Co.

Levenger relaunched SMS on October 20, 2025. The onboarding moved quickly, allowing the brand to establish the channel before the holiday season and begin learning from customer response.

The decision to keep frequency restrained made relevance especially important. Levenger built a focused audience of about 26K high-intent SMS subscribers, then concentrated on messages with a clear product, offer, or customer purpose.

Attentive Email creates the connected lifecycle foundation

Levenger deliberately scheduled their email journey launch for after the holiday rush. The journeys went live on target in early February 2026, giving the team a foundation for richer lifecycle education alongside SMS.

With email and SMS on one platform, the team could coordinate segmentation, creative, journey logic, and reporting. More importantly, both channels could respond to the same customer context. A purchase could remove someone from unnecessary follow-up. Cart value could change the incentive. A text reminder could support an email sequence without duplicating it.

The email program quickly showed strong engagement. In recent reporting, Attentive Email journeys achieved a 99.8% delivery rate and a 57% unique open rate. That performance gave the team confidence to use email for deeper product stories while coordinating each next step with SMS.

A platform the creative team could shape around the brand

For Levenger, a connected program also needed to be manageable for the people building it. The brand has a distinctive identity, detailed product stories, and a creative team with a high standard for consistency.

Email and SMS gave that team a more direct path from strategy to execution. Campaigns and journeys could be developed with a shared view of the audience and timing, while the creative remained recognizably Levenger.

“Our creative team has an incredibly high bar, so their response told me a lot. This has been a game changer. Email gives them room to protect the brand and tell the fuller product story, while SMS adds immediacy. The platform makes it much easier to understand how the entire customer experience fits together.”

— Margaret Moraskie, CEO, Levenger Co.

Ten journeys connect Attentive Email and SMS across the lifecycle

Levenger now runs 10 active lifecycle journey triggers across email and SMS. These journeys continue working between one-time campaigns, responding when a customer signs up, browses, leaves a cart, completes an order, or becomes ready to reengage.

Automated journeys convert at more than 30% and contribute a higher share of revenue than campaigns. Email gives Levenger room to educate and tell richer product stories, while SMS reinforces the moments where timing matters most. Each journey gives the team a place to make a specific decision about audience, timing, channel, and offer.

“I’ve been particularly pleased with the journeys and the ability to have them go in different directions. The value is being able to make a better decision for the customer in front of us. Someone discovering Levenger for the first time shouldn’t move through the same experience as a longtime customer who already knows exactly what they love.

— Margaret Moraskie, CEO, Levenger Co.

Yotpo Loyalty brings real customer milestones into Attentive journeys

Levenger’s connected lifecycle program extends beyond browse, cart, and purchase behavior. By integrating Yotpo Loyalty with Attentive, the team can turn loyalty events into coordinated email and SMS journeys at the moment each event becomes relevant. A customer earning a new tier, receiving birthday points, having points available to redeem, or nearing a points-expiration date can enter an experience built around that exact milestone.

The integration gives email a proactive role in loyalty, not just promotion. Email can explain the value of a reward, celebrate what a customer has earned, and give the moment room to feel considered. SMS adds immediacy for subscribers who prefer text. Because both paths live in the same journey, Levenger can use shared logic instead of treating loyalty communication as a separate stream of one-off campaigns.

Each live journey follows a consistent pattern. A Yotpo Loyalty event triggers the flow, Attentive waits briefly, then branches according to the customer’s available channel. Text-only subscribers receive a personalized SMS, while customers reachable by email can receive a richer email message. Dynamic fields bring details such as first name, points balance, reward points, or tier name into the experience.

The points-redemption reminder makes earned value visible

When Yotpo signals that a customer has points to use, the journey gives that customer a clear next step. The SMS path can insert the subscriber’s points balance directly into the message, while the email path provides more space to frame the reward and encourage redemption.

The value of the integration is not simply the reminder itself. It is the ability to recognize a specific customer state and respond with the channel and level of detail that fit it. That makes the loyalty benefit easier to understand and easier to use.

Birthday points turn a loyalty benefit into a personal moment

The birthday-points journey starts with a customer event, then routes the experience by channel. The text path uses the customer’s first name and birthday reward points to make the message specific, while the email path carries a warmer, more expressive birthday message.

That coordination helps Levenger celebrate the customer without sending the same creative everywhere. The trigger is shared, but the message can be shaped for what email and SMS each do best.

Tier-earned messaging celebrates progress and clarifies what comes next

When a customer reaches a new loyalty tier, the journey can pull the tier name into the SMS and use email to explain the next rewards level in more detail.

Rather than letting a status change happen quietly inside a loyalty account, Levenger can turn it into a recognition moment. The customer sees that their relationship with the brand has progressed and understands the benefits they can use next.

The welcome journey turns a signup into a brand introduction

Across email and SMS, Levenger’s welcome experience pairs a warm introduction with free shipping on orders over $50. Email gives new subscribers room to discover the brand, while SMS reinforces a timely reason to return.

Purchase-based exit logic keeps the experience current. Once a subscriber buys, the welcome sequence can stop and the next stage of the relationship can begin. This prevents an offer meant for a new shopper from following someone who has already converted.

The welcome journey also became the proving ground for AI Grow, connecting subscriber acquisition to purchases and revenue rather than treating list size as the only measure of success.

Cart value changes the recovery strategy

Levenger’s cart-abandonment journey coordinates email and SMS while branching according to whether a cart is above or below $75. That distinction lets the team tailor the free-shipping approach to the value of the cart.

The decision is simple but meaningful. Instead of sending the same recovery message to everyone, Levenger can align the incentive with what the shopper was considering and protect the relevance of the experience.

Post-purchase messaging creates a path to the second order

In July 2026, Levenger introduced a repeat-buyer branch within their post-purchase journey. The goal is to help first-time customers make a second purchase within 90 days.

The flow uses a day-15 SMS reminder and escalating offers at 30, 60, and 90 days. Email provides the space to continue the product and brand story, while SMS creates a timely prompt within the same progression.

The journey recognizes that the first purchase changes the conversation. Once someone has experienced Levenger, the program can move from introduction to discovery, helping the customer find the next product that fits how they work, read, organize, or write.

Win-back messaging focuses on customers ready to return

Levenger also uses a win-back journey informed by machine learning to identify subscribers who have been inactive for at least 45 days. This helps the team focus on people who are more likely to benefit from a reengagement message.

Browse abandonment, checkout abandonment, order confirmation, and seasonal keyword programs extend the journey strategy across additional moments. During the holidays, Levenger’s “12 Days of Deals” keyword experience adds a more playful interaction while remaining part of the same coordinated program.

A focused SMS audience can create an immediate response

Levenger’s approach shows that list quality and message relevance can matter as much as total audience size. Even messages centered on relatively affordable products can create a meaningful sales lift, reinforcing the value of a focused audience and timely offer.

The response also arrives quickly. Within about an hour of a send, the team can see the effect in Shopify.

“As soon as we send the text, an hour later we see the spike in Shopify. You feel the customer response in real time. That makes SMS exciting, but it also makes us protective of the channel. We never want to lose that responsiveness by giving people a reason to tune us out.”

— Katie Jackson, Marketing & Content Manager, Levenger Co.

Levenger has applied the same care to growing the SMS audience. One acquisition email invited email-only subscribers to join the text program, then directed them to an SMS-specific landing page. Because the brand already had their email addresses, the page removed that redundant field and created a shorter path to signup.

Black Friday and Cyber Monday established SMS as a revenue channel

The 2025 Black Friday and Cyber Monday period gave Levenger an early test during a high-intent retail moment. SMS delivered 53x ROI. The channel represented 32% of revenue during the period.

The result demonstrated the value of a focused audience and selective cadence. Levenger did not need to depend on constant sending to make the channel meaningful. The team needed clear offers, relevant timing, and subscribers who had actively asked to hear from the brand.

That momentum continued into the next year. In Q1 2026, SMS delivered 80x ROI, establishing text as an ongoing contributor alongside email and automated journeys.

AI Grow increased email and SMS signups, purchases, and revenue

Levenger evaluated AI Grow in a controlled 50/50 test beginning April 28, 2026, comparing AI Grow signup experiences with the brand’s existing approach. By July 21, the test had been live for 84 days.

Across 84 days of testing, AI Grow increased SMS signups 33%, email signups 27%, and combined signups 29%. The impact continued after acquisition: welcome purchases increased 38%, and welcome-journey revenue rose 39%.

Those downstream results mattered because they showed that AI Grow was not only producing more signups. It was bringing more people into a journey that helped them become customers.

“We wanted the test to tell us whether AI Grow made the whole program stronger, not just whether it made one number larger. Seeing new subscribers continue into the welcome journey and purchase gave us confidence that the lift was meaningful. It connected acquisition to an outcome the business could feel.”

— Margaret Moraskie, CEO, Levenger Co.

Based on the results, Levenger moved forward with AI Grow.

AI Pro helps more customer behavior become useful action

Levenger also tested AI Pro across email and SMS. Over 90 days, AI Pro added about 9.5% in incremental revenue. Identity drove roughly an 11% revenue lift by helping the team recognize more high-intent shoppers and connect more behavior to known customer profiles. Across five email send-time optimization tests, 80% improved either click-through rate or conversion. Conversion increased 17% on average, and same-day click conversion increased 22%.

Better recognition gives the journeys Levenger has already built more opportunities to work. More qualified browsing and cart behavior can enter timely recovery flows. Audience expansion can help a campaign reach additional subscribers with similar intent, while exclusions can protect list quality and avoid unnecessary sends.

Levenger adopted AI Pro after the trial. With both products, Levenger could pair the 39% welcome-revenue lift measured in AI Grow testing with the 9.5% incremental-revenue lift measured during the AI Pro trial.

The test-and-learn process kept the team in control. AI could identify opportunities, expand audiences, and improve timing, while Levenger continued to decide what belonged in the customer experience.

Partnership turns platform capabilities into a working program

The Attentive team’s role extended beyond implementation. They helped Levenger shape email and SMS journey strategy, plan for holiday moments, explore list-growth opportunities, and structure the AI trials so the results could be evaluated clearly.

“The Attentive team has been talented, strategic, and genuinely wonderful to work with. They care deeply about their clients. What stands out is how they help us move from possibility to a practical plan. They understand what we’re trying to accomplish, bring ideas we can use, and stay involved as we learn from the results. It’s been a delight.”

— Margaret Moraskie, CEO, Levenger Co.

For Moraskie, that willingness to test and learn also shapes her advice to other brands.

“You don’t have to begin with every answer. Start with a clear question, compare the experience with what you’re already doing, and let the results guide you. That’s what gave us confidence to move forward. Go for it. Give it a try.”

— Margaret Moraskie, CEO, Levenger Co.

Bringing Levenger’s heritage forward

Levenger will celebrate their 40th anniversary in 2027. The milestone gives the brand an opportunity to place more emphasis on heritage and storytelling, including the analog rituals that make Levenger products distinctive.

Their “solutions and resolutions” creative platform points in that direction. The concept connects pens, paper, planners, and journals with the human desire to clarify a thought, make a plan, and commit something meaningful to paper.

Levenger is also exploring conversational SMS experiences, including a resolutions quiz and a five-year-journal and pen giveaway. These ideas give customers a more active role in the conversation and create opportunities to learn what matters to them.

“As we think about our 40th anniversary, we want to tell more of the Levenger story and celebrate why these tools still matter. Our products may be analog, but the customer relationship can still feel personal and immediate. Email and SMS help us bring our heritage forward while inviting people to participate in what comes next.”

— Margaret Moraskie, CEO, Levenger Co.

Before the anniversary arrives, the 2026 holiday season will mark Levenger’s first Black Friday and Cyber Monday with email and SMS working together on Attentive. The brand will enter the season with both channels coordinated across 10 active journey triggers, a connected cross-channel strategy, and AI tools that have already produced measurable lift.

Levenger has built a program that reflects the purpose behind their products. The program recognizes what customers do, adapts the next message to that context, and creates room for communication that is useful, timely, and personal.