Event is an action or occurrence that our Loyalty Manager can identify. An event consists of rulesets and a ruleset consists of rules (rule expression + action).

You can configure multiple rulesets for an event. The following are the events supported by Loyalty Manager.

  • Normal Loyalty: Customer Registration, Points Redemption, Coupon Redemption, Return Transaction, Transaction Update, Customer Update, Delayed Accrual, and Slab Upgrade.
  • Group Loyalty: Group Transaction Add, Group Transaction Update, Group Return Transaction, Group Member Join, and Group Member Leave.
  • Anywhere Commerce: Target Completed, addedToCart, and promotion Viewed
  • Custom Events: Events that are created through the Behavioral Events module.

The following illustration shows the hierarchy of loyalty rules and its components. 

  • Rule Set: The combination of rules that are evaluated/executed as a single unit. A rule set consists of conditions
  • Condition: The combination of rule expression and trigger action is a condition. For example, if currentTxn.value==5000 (rule expression), issue coupons (action)
  • Rule Expression: Rule expression is a statement with a combination of profiles, profile attributes, methods, operators, and values that yields a result. For an event, if the rule expression qualifies as defined, the respective actions will be triggered. Example for a rule expression currentCustomer.joinDate.isWeekday() 
  • Action: An activity that is triggered when the criteria (expression + expression value) qualifies. It could be issue points or coupon, send message, upgrade tier and so on

Configuring Rulesets for an Event

To configure rules for different events, do the following.

  1. On the Strategies page, click Event View.

  1. In the top drop-down box, choose the event for which you want to configure rules. To know about different available events, see Understanding Events.


  1. Click +Add Scope to apply filters based on date range, event type, cluster, zone and store. For example, if you select a store using the store scope, all the rules you create on that page will be applicable only to that particular store.

  1. Click the scope that you want to apply. You will see options to configure the selected scope. Refer the table below to understand each scope. You can apply multiple scopes for an event and click Save Scopes.

To know the descriptions of each field, see the following table.
OPTIONDESCRIPTION

Date Range

Restricts the event to a specific duration. Set the duration in Start Date and End Date boxes.


For example, if the Date Range is set to 01/01/2014 - 01/01/2015 then the rule event will run only during that period.

Stores

Restricts the event to the selected stores. 

Set this option to Include specific stores and select the stores for which the event should be applicable.[OR] 

Set this option to Exclude specific stores and select the stores that  you want to exclude.



ZonesRestricts the event to the selected zones. 
Set this option to Include specific zones and select the zones for which the event should be applicable [OR] 
Set this option to Exclude specific zones and select the zones that you want to exclude.

Cluster

Restricts the event to the selected cluster. You can include or exclude a particular concept from the event.

  • To include a specific cluster, set this option to Include and select the cluster(s) to include [OR] 
  • To exclude a specific cluster, set this option to Exclude and add the cluster(s) that you want to exclude.
Concepts

Restricts the event to the selected concepts. You can include or exclude a specific concept from the event.

  • To include a specific cluster, set this option to Include and add the cluster(s) that you want to include 
  • To exclude a specific cluster, set this option to Exclude and add the cluster(s) that you want to exclude.
Loyalty TypeAllows targeting loyalty or non-loyalty customers. If no option is selected, then both loyalty and non-loyalty customers will be targeted for the event.
You can issue only coupons to non-loyalty customers whereas loyalty customers can get points, tiers, and coupons.
Supported methods for rules: currentEvent.previousLoyaltyType, currentEvent.currentLoyaltyType
Event SourceLets you evaluate conditions for events triggered from a specific source(s)/account(s)  - InStore, WeChat, and Web Engage (mobile push). If no sources/accounts selected, then the current rules will be applicable to all accounts.
Supported methods for rules: currentCustomer.isLoyal, currentCustomer.hasInstoreProfile, currentCustomer.hasWeChatProfile 
 
  1. When the event scope is set, navigate to the condition pane to create rules and define actions to be executed. You can create multiple conditions using + Condition in the All Conditions pane.

     
    1. Click condition to add a new condition to the rule. A condition is a combination of rule expression, expression validation (When) and action (which is executed based on the expression value). Refer to the following steps to define a condition.
    2. In the Expression box, write the condition to evaluate. See the supported Profiles for each event and the relevant profile attributes and  operators used in rule expressions   . Also, see sample scenarios on Writing Rule Expressions for better understanding on how to write rule expressions.  
     


  1. Click + When and choose the result of the expression Expression equals drop-down box and set the action to be executed. You can set actions either for success case or for failure case, i.e., you can set actions to be executed either for expression result true or for false.



  • Expression equals: Set when to execute the action - when the result of the expression is satisfied (True) or not satisfied (False).
  • + Icon: Click to show the supported actions and select the action to be performed for the given condition.

  1. Based on the selected action, you will see some relevant options that need to be configured. Here, you can create a new strategy (by clicking New) or choose the existing strategies. For example, to choose the points allocation strategy you want to apply for the program. 
  2. Click the Configure button of Channels to setup notifications for different channels

If you want to execute rules as per your loyalty program configuration, specify 'true' in the expression box and Expression equals box and select the action to be performed.

 

  1. Click Save to save the changes made in the loyalty program.
  2. Click Reconfigure to apply changes to the loyalty program. If you do not reconfigure the loyalty program, the new changes will not be reflected in the loyalty program.

Configuring Notifications

You can notify customers when an action is executed successfully. Notifications can be sent through different channels such as SMS, email, WeChat and Mobile Push. 

Notification channels are of two types:

  • Mandatory Channels:, Channels that are mandatory for sending the notifications
  • Priority Channels: Channels that needs to be triggered based on the priority and availability. For example, if Mobile is set as priority 1, Mobile Push as priority 2 and email as priority 3, the system first checks whether SMS is configured and then checks if the mobile number is available for the customer. If any one fails, then it will try to send the notification through mobile push and so on.
Channels that are selected in Mandatory Channels will not appear in Priority Channels and vice versa.
 
To configure notifications, follow these steps.
  1. Click the Configure button of the Channels field

You will see the following pop-up screen

  1. Select Mandatory Channels and Priority Channels for the notifications and click Save
  1. Configure message templates and set the delay time. The following example shows the configuration screen for WeChat

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  • Choose the account id and template. Preview the message and click Save. For more details on configuring notifications, see Configuring Notification Messages.
  • Click Save to save the action configurations.
  • Again Save to save the ruleset.
  • Reconfigure the loyalty program to reflect the changes in the live program.
  • To know more about events, and writing rule expressions, see Creating Rules for the Loyalty Program.
  • A rule could have multiple rule sets. To check multiple cases to execute an action, create forward cases for each condition and set the execute action in the final sub rule set.