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Documentation for version v74

Loyalty programs

A loyalty program is a customer reward system for target actions such as purchases, registration, content viewing, and more. Customers earn points that can be spent on discounts, movies, plans, and services. The program includes tiers (bronze, silver, etc.), reporting, rules for points accrual and expiration, as well as integrations with other services and communication channels.

Creating a loyalty program​

To manage loyalty programs, go to Loyalty in the main menu. A list of existing loyalty programs will open. To edit a program, click its title.

To start a new loyalty program, click + Create at the top of the page:

The loyalty program settings window will open. Specify the name of your program and its external identifier. Optionally, add a description:

Select the database from which participants will be taken.

Editing a loyalty program​

After creation, you will be taken to the loyalty program editor, which consists of several tabs: General, Members and partners, Promotions, and Transactions:

General​

The General section is used to configure the basic structure of the loyalty program. It defines the key parameters that determine how points are accrued, used, and tracked, as well as how customers progress through loyalty tiers.

Loyalty program points​

Loyalty program points — this block is used to create and manage points types within the loyalty program. Specify the points name and external identifier, and optionally add a description.

There are two types of points:

Standard points — used for accrual and subsequent redemption for bonuses, discounts, and other rewards.

When creating standard points, you can configure the following parameters:

  • Initial balance for a new loyalty program member — the number of bonus points automatically granted to a new member upon joining the program.
  • Points validity period — defines how long accrued points remain valid. The period can be set in days, weeks, months, or years. After expiration, points are canceled.
  • Allow bonus points refund — enables returning bonus points to a member, for example, in case of a product return or service cancellation.
  • Deactivate points at a specific time — sets a date after which the points become inactive (not accrued or used). Useful for temporary or seasonal programs.
  • Bonus-to-currency ratio — a required parameter defining how many bonus points correspond to a monetary amount, for example: 1 point = 1 USD or 10 points = 1 USD. Used for discount and redemption calculations.

Qualification points — used to evaluate customer activity and determine their tier in the loyalty program (bronze, silver, gold, etc.).

When creating qualification points, you can configure:

  • Allow bonus points refund — enables returning bonus points to a member.
  • Tier group binding — links the points to a specific loyalty tier group (for example, Bronze, Silver, Gold).
  • Bonus-to-currency ratio — defines the conversion rate between points and monetary value.

Do not forget to activate the created points. If needed, points can be cloned to create another type based on them.

Loyalty tier groups​

Loyalty tier groups allow you to segment loyalty program members into different levels or statuses based on activity, accumulated points, or other criteria.

Specify the name and external identifier of the tier group, and optionally add a description:

Several tier group models are available:

  • Cumulative model — once a member reaches a tier, it is retained permanently. Suitable for long-term motivation programs.

Specify the points type bound to this model.

  • Cyclic model — the achieved tier is valid only for a defined period. After the period ends, the system reevaluates the member’s status.

Configure the model:

  • Set the interval for tier reevaluation;
  • Specify the points type bound to the model;
  • Enable Upgrade tier immediately when conditions are met to apply tier changes instantly;
  • Configure qualification points reset rules, for example at the end of each period or at fixed intervals;
  • Optionally enable Extend tier until the end of the month.
  • Dynamic model — the member’s tier directly depends on their current characteristics or activity and changes automatically when conditions change.

After completing the basic settings, go to Members and partners.

Members and partners​

The Members and partners section is used to manage loyalty program members (end users) and partners (companies providing additional benefits).

This section includes the following elements:

Loyalty program members — customers registered in the loyalty system. They earn points for specific actions (for example, payments, content viewing, data confirmation) and can redeem points for discounts, content, or additional options.

To add members, click + Add. Three options are available:

1. Add all database profiles — mass registration of all customers in the database. 2. Add profiles from a segment — registration of a selected group of users. 3. Add a member — manual registration of a single customer.

Specify the registration date source:

It can be a specific date:

Or a profile field:

After members are added, you can remove individual members or all members using Clear members list, and export the list using the corresponding button.

Loyalty program partners — this section manages organizations cooperating with the loyalty program to expand its capabilities.

Click + Create to add a new partner. The partner settings window will open:

Specify the partner name and external identifier. Optionally, add a link to the partner’s official website, a contact email, and the partnership start date.

Promotions​

The Promotions section is used to create and manage trigger-based promotions used in scenarios and campaigns to accrue or redeem loyalty points.

Trigger promotions are marketing activities where, when conditions are met, a member becomes eligible for bonus points or discounts. These promotions are used in trigger campaigns and scenarios.

Click + Add to create a new promotion. The promotion settings window will open:

Specify the promotion name and external identifier, and optionally add a description.

Then set the start and end dates:

  • Promotion start — immediately after activation or at a specific date and time;
  • Promotion end — manually, at a specific date and time, or after a specified duration.

Next, configure the promotion rules that define how points are accrued or redeemed. Accrual and redemption rules are configured separately. Specify the points type and the exact value or range:

After saving and activating the promotion, you can configure the bonus logic using trigger campaigns and scenarios.

Transactions​

The Transactions section contains a list of all transactions within the loyalty program. Here you can also create a new transaction to accrue or redeem points.

The transactions table provides detailed information about each balance change. It includes the following columns:

  • ID — transaction ID
  • External ID — external transaction identifier
  • Created at — transaction creation date
  • Transaction type — transaction type
  • Member — loyalty program member profile
  • Points — points type used
  • Balance before — balance before the transaction
  • Value — number of accrued or redeemed points
  • Balance after — balance after the transaction
  • Source type — entity type that initiated the transaction
  • Source — link to the source entity

To create a new transaction, click + Create. The transaction setup window will open:

  • Optionally specify an external identifier;
  • Select the member;
  • Select the trigger promotion;
  • Select the points type;
  • Specify the operation type — accrual or redemption;
  • Add a transaction comment;
  • Optionally specify additional JSON fields.
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