1. Getting Started & Permissions

Q: What is the primary difference between a loyalty program and a loyalty promotion?

A: A loyalty program is your foundational, always-on framework such as earning 1 point per $1 spent or tier upgrades. A loyalty promotion is a time-limited, tactical layer that sits on top of the program to drive specific behaviors like "Earn 2x points this weekend" or "Bonus points for buying a specific product." For more information, refer Core Concepts.

Q: How can I get access to the new loyalty promotion UI?

A: Access to the new UI is managed via the User Management tool. Your CSM or Org Owner must provide you with a "Standard User" profile and enable four specific permission sets: loyalty promotion Set, loyalty promotion Editor, loyalty promotion Viewer, and loyalty promotion Approver. If you are an Org Owner and cannot see the new UI, you may need to manually enable these permissions for your own profile.

Q: What is the maker-checker workflow, and why do I need it?

A: The maker-checker workflow is a security and quality control feature. It separates the role of creating a loyalty promotion (maker) from the role of approving it (checker). This prevents unauthorized changes and ensures a second pair of eyes reviews configuration errors before a loyalty promotion goes live. For more information, refer Role-based access control.

Q: I am a "maker." Can I delete or stop a loyalty promotion?

A: Makers can pause a live loyalty promotion to temporarily stop evaluations. However, only a user with admin privileges can stop a loyalty promotion. Stopping is a permanent action that archives the loyalty promotion, which is why it is restricted to admins. For more information, refer Pausing and Ending a Loyalty Promotion.

Q: Can I edit a loyalty promotion once it is live? Does it stop working while I edit?

A: Yes, you can edit a live loyalty promotion, and no, the live version does not stop working. When you edit a live loyalty promotion, the system creates a separate draft version. The original loyalty promotion remains live and continues to reward customers exactly as before. Once the new draft is approved by a checker, it replaces the live version, and the previous version is archived as a snapshot. For more information, refer Editing a Loyalty Promotion.

Q: Can I test or simulate a loyalty promotion while it is still in the "draft" state?

A: No. Currently, you cannot simulate a loyalty promotion's behavior while it is in the draft state. The loyalty promotion must be live to be evaluated against transactions or events.

2. Feature Parity & Migration (Old vs. New UI)

Q: Will the new loyalty promotion UI be turned on by default for all organizations?

A: For organizations created after January 2026, the new UI is turned on by default. For existing organizations, it is not turned on automatically. You must reach out to your CSM or the product support team to enable it for specific UAT or production organizations. For more information, refer Viewing a Loyalty Promotion.

Q: Can the old and new loyalty promotion UIs run in parallel?

A: Yes. During the transition, both interfaces can coexist. You can use a toggle menu on the listing page to move between the Old UI and New UI.

• Existing loyalty promotions created in the old UI will continue to run and can be managed there.
• New loyalty promotions should be created in the new UI.

For more information, refer Viewing Old Loyalty Promotions.

Q: Is there a global search feature in the new UI?

A: Yes. The new UI includes a global search bar that allows you to find a loyalty promotion using its Name, Description, Promotion ID, or External ID.

Q: Can I skip years in the date picker when setting the loyalty promotion duration?

A: Yes. The new date picker includes a "Next Year" button, allowing you to quickly jump across long durations without clicking through individual months.

Q: When duplicating a loyalty promotion, is everything copied over?

A: Almost everything, like rules, limits, and audience, is copied, with one exception: Communication (CCS) configurations are NOT copied. You will need to re-configure the specific creative content, such as SMS or email templates, for the new loyalty promotion. This is a safety measure to prevent accidental messaging with incorrect or outdated content. For more information, refer Duplicating a Loyalty Promotion.

Q: Will AIRA be available for configuration in the new UI?

A: No. AIRA is currently available to use on the old (v2) loyalty promotions UI.

3. Configuration & Rules (New Features)

Q: Do I still need to write manual expressions for rules?

A: No. The new UI uses an intuitive dropdown-based rule builder. Instead of writing text expressions, you select the entity such as Purchase Attribute, choose a field like Value, and select an operator like Greater than or equal to.

Q: What is the difference between Purchase, Customer, and Activity attributes?

A: These attributes categorize the data you use for your qualifying conditions:

• Purchase Attribute: Transaction-level data for example, total bill value or store code.
• Customer Attribute: Member-level data such as age, country of residence, or a specific customer extended field.
• Activity Attribute: Event-level data specific to behavioral triggers like the "feedback" field from a "test drive" event.

Q: What is a "group of activities" and how is it different from milestones?

A: A Group of Activities is a container that allows you to nest multiple distinct actions together and define the logic (AND/OR) between them.

• Use Case: You want a customer to "Make a Transaction" AND "Update their Profile" to earn a reward.
• Difference: A Milestone tracks the cumulative progress of a single metric over time like spending $500. A Group of Activities tracks the completion of different tasks.

For more information, refer Define a group of earning activities.

Q: Does the system support "AND" and "OR" logic between different activities?

A: Yes.

• Within a single activity: All qualifying conditions are treated as AND. The customer must meet every condition defined in that activity to qualify.
• Across different activities: By default, separate activities act as OR conditions for example, complete Activity A or Activity B. However, you can use the Group of Activities feature to enforce AND logic (complete all) or specific OR logic (complete any X number of activities).

For more information, refer Define a group of earning activities.

Q: Can we track transaction count and amount together? ("2x points on the 2nd transaction in a day")

A: Yes.

• Tracking: You can configure a Streak or Milestone based on "Transaction Count" to target the "2nd transaction."
• Reward Logic: In the Issue Currency action for that activity, select the Multiplier strategy like 2x to award double points upon the completion of that specific milestone.

For more information, refer Issue Currency.

Q: Can we write rules based on specific store zones or concepts?

A: Yes, you can create rules based on store attributes using the Purchase Store entity. You can filter by attributes such as Name, Code, or Custom Fields like those used to define zones. For handling large lists such as 100+ stores, the new UI supports a bulk upload feature where you can upload a CSV file containing the store codes. For more information, refer Purchase Store.

Q: Do we have OR conditions for items such as Item A OR Item B?

A: Yes. You can use the "Is One Of" operator for fields like SKU, Brand, or Category. This allows you to select multiple values like Item A, Item B, and Item C, and the rule passes if the transaction contains any of them. For more information, refer Operators.

Q: How do milestones and streaks work in the new UI?

A: You no longer need to configure milestones or streaks in a separate module. You can now define the milestone or streak logic (targets, timeframes, and cycles) directly within the activities section of your loyalty promotion.

4. Enrollment, Opt-in & Targets

Q: How does opt-in work for loyalty promotions?

A: Opt-in is optional and requires customers to signal their interest explicitly before they participate. You can set this up in two ways:

• Activity-based: The customer must perform a specific action that you define, such as selecting a button in an app or making a qualifying purchase.
• External trigger: An API call from an external system opts the customer in.

For more information, refer Defining how members join (Optional opt-in).

Q: How do we include more than one segment (audience group)? Is multi-segment OR logic supported?

A: Yes. During the enrollment step, you can select the "Audience Group" option and check multiple groups from the list. The system applies OR logic by default, meaning if a customer belongs to any of the selected groups, they are eligible for the loyalty promotion. For more information, refer Enroling a predefined audience group.

Q: Can we use segments from Insights+?

A: Yes, the "Audience Groups" available for selection in the enrollment step are synced from your organization's segments which are often managed via Insights+. For more information, refer Enroling a predefined audience group.

Q: Can I set different targets for different customers within the same loyalty promotion?

A: Yes, using the individual milestones feature. You can upload a CSV file containing customer identifiers and specific target values.

• Important: If your CSV contains customers who are not part of the selected audience group, the system will implicitly enroll them into the loyalty promotion automatically.

For more information, refer To configure a milestone activity.

5. Rewards & Actions

Q: Where can I find the "award points" action?

A: The "award points" action has been renamed to issue currency to better reflect the ability to issue various types of rewards like points or miles. For more information, refer Issue Currency.

Q: Does the new UI support WhatsApp for notifications?

A: Yes. WhatsApp is now available as a communication channel within the loyalty promotion UI. You can select it alongside SMS and Email when configuring brand actions. Note that your WhatsApp gateway must be pre-configured in the system.

Q: Are "Issue Coupon" and "Send Communication" separate actions?

A: Yes, they are separate brand actions in the list. However, you can configure the notification like Email, SMS, or WhatsApp directly inside the Issue Coupon action, without needing to add a separate "Send Communication" action. For more information, refer Issue Coupon.

Q: Can I create an Offer Series directly within the loyalty promotion builder?

A: No. You must first create the Offer Series in the Offers module. Once created, it will appear as a selectable option in the dropdown when you configure an "Issue Coupon" action in your loyalty promotion.

6. Operational & Technical FAQs

Q: Is "Define Limit" the same as points capping?

A: The "Define Limits" section covers all types of capping. You can configure:

• Sum of Currency: This acts as points capping for example, max 500 points per customer.
• Count of Activity: This caps the number of times an action can be rewarded such as max 3 redemptions.

For more information, refer Loyalty Promotion Limits.

Q: How does the new analytics dashboard work?

A: The new UI features a dynamic analytics dashboard that provides a quick view of your loyalty promotion's performance. It displays relevant KPIs based on your configuration, such as points issued, coupons awarded, or enrollment counts. For deeper reporting, you should still refer to Insights+.

Q: How do I identify which activity triggered a reward in the evaluation logs?

A:

• For single activities: The log will explicitly display the Activity Name and Activity ID.
• For milestone/streak activities: The Activity Name is included as part of the rule set name in the logs.

For more information, refer Viewing analytics for a loyalty promotion.

Q: Can we search for a member to see whether they benefited from a loyalty promotion?

A: No, there is no direct member search within the loyalty promotion reporting UI. To find this information, check the member's timeline or transaction history in the Member Care module, or use the analytics exports. For more information, refer Viewing analytics for a loyalty promotion.

7. Terminologies & Mapping

The following table maps terms used in the old system to their equivalents in the new loyalty promotion system.