Customer insights

Use Customer Insights to get actionable information about your loyalty members and their activities in your loyalty program, as well as to manage customer profiles. The built-in segmentation scheme facilitates targeting customers with personalized offers.

Customers page

To access the Customer insights menu, click on the customer icon located in the sidebar. This action will redirect you to the Customers page, where you can view the current list of customers enrolled in the loyalty program.

The searchable list provides the following information:

The left-hand side menu bar provides the following actions:

You can find the Filter button in the top-right corner to refine the customer list based on status, gender, country, and tier information.

Customer profile

To access a specific member’s profile, simply click the corresponding Open button. This will direct you to the Overview tab of the Profile page.

Overview

Under the Overview tab, you’ll find a comprehensive profile of your customer, encompassing all information collected within the loyalty program and submitted via the API. This includes:

• Points statistics

  • Points currently available to spend

  • Total points earned since the customer joined the loyalty program (also referred to as score)

  • Points spent

  • Pending points

  • Reserved points

  • Expired points

If the Multi-accounts module is enabled and multiple accounts are added, the point statistics of each account will be listed in alphabetical order based on the Account ID.

• Personal information

  • ID

  • Name

  • Email address

  • Gender

  • Status

    • Inactive: This status is assigned to customers during pre-enrollment activities. It’s mainly used for data migration purposes, as it reserves IDs for existing customers from other integrated systems, reducing the risk of data conflicts or loss. The use of this status depends on local data processing regulations and policies.

      Please note that if auto-subscribe is enabled under General settings, inactive customers are evaluated by workflows. To exclude inactive customers from workflow execution, add a customer attribute filter to your workflow and specify the condition to exclude inactive customers.

    • Active: Customers with this status are consenting members of the loyalty program. The profile event can be used to update customer attributes and their activities can be tracked by searching their profiles in the Antavo Management UI.

      The active status should not be confused with active member statistical metrics.

    • Opted-out: Customers who deliberately leave the program are marked as opted-out. Opting out results in the complete anonymization in Antavo’s database. This status can also be applied forcibly (banned) for violations of terms and conditions.

    • Suspended: Customers may be suspended by a Management UI user due to fraudulent behavior. Suspended members cannot be merged with other customers. The suspend/unsuspend actions can be executed manually from the Management UI, via API or by initiating a workflow using the Trigger event node.
      While suspended, members can still earn points but cannot spend them. They can be unsuspended at any time.

  • Birthdate

  • Additional profile information (answers to profile questions, custom attributes in the profile event)

• Statistic cards
  The information available may vary depending on your workspace settings. If you require additional information to be displayed, please contact the Antavo Service Desk for further assistance.

• List of completed challenges

• List of claimed rewards and available rewards

• Latest actions

• Segments that the customer is a part of

• Coupon statistics

Additionally, you can access basic profile actions in the upper right corner. Click the More button to reveal all available options.

• Merge customers: Combine customer profiles. Additional information is available below.

• Claim a reward: Manually claim a reward for the customer.
  Please note that bidding-type rewards cannot be claimed using this button. They are only available through the bid endpoint of the Display API.

• Resync: Trigger a synchronization to the marketing automation provider.

• Opt out: Remove the customer from the loyalty program They can rejoin at any time, but their historical data will be lost. Read more about the opt-out process in the API docs.

• Suspend, Unsuspend: Restrict the customer from spending points after suspicious behavior, or unsuspend them at any time.

• Tier up, Tier down: Manually update the customer’s tier status in the selected tier structure. Once manually upgraded, customers cannot be downgraded until they either exceed the threshold of the manually set tier and reach a higher tier or until the manually set tier expires. If you use the Keep the highest reached tier level expiration method, customers cannot be manually downgraded to a tier lower than the one they qualify for based on the number of tier points they've collected.

• Change tier expiration date: Manually change the expiration date(s) of the customer’s current tier(s).

  Please note, that the tier expiration date is automatically recalculated when the next customer action is registered, based on the configured mechanisms.

Personal information

Navigate to the Personal Information tab on the left-hand side to manually update customer data.

Labels are descriptive tags that can be manually attached to customers or added by integrations.

If the Shopify extension is activated, you’ll find a list-type field named Tags among the Additional fields.

Tags added to a customer’s profile are updated in Antavo via a profile event. However, editing tags on the Management UI does not synchronize them back to Shopify.

These tags can be used for automatic segmentation.

Events

An Antavo event is a micro document that logs an action executed within the Antavo Loyalty Cloud in association with a specific customer (e.g., purchases, point additions or subtractions, or tier promotions).

The Events tab provides a comprehensive event history detailing all customer events conducted on the membership site and transmitted through the API, along with all associated attributes. If an event’s registration resulted from a workflow, the Source information indicates the workflow name and provides a link to its configuration page.

By clicking the Transaction ID values linked with purchase-related events (e.g., Checkout, Checkout update, Refund, and Point unburn), you can filter events based on the specific Transaction ID.

Additionally, all event labels can be displayed in your preferred language. For more information refer to the Translations and Multi-language module documentation.

Event statuses

The status of event points is indicated by the following labels next to the Points attribute when the event has an expiration date:

• POINTS EXHAUSTED: All points earned through the event have been spent already. The points attribute value matches the used_points attribute value.

• EXPIRED: The points earned through the event have expired.

• EXPIRING: The points earned through the event are about to expire the next time the scheduled expiration service runs.

• No label: The event does not have an expiration date, and there are points earned through the event that have not been spent already

The expired and expiring labels are only available if you use the Expiring points module in the loyalty program.

Event details

The Event history provides an overview of some event attributes recorded within the event document. However, by clicking the Details button of each event log item, you can access the entire list of attributes associated with that event.

Furthermore, at the bottom of this page, you will find a list of workflows triggered by the event in the last 3 months (this interval may vary based on brand configuration). Clicking the Details button of each workflow item will direct you to the dedicated subpage of Workflow logs, where all the steps of the triggered workflow processes are explained.

Add events manually

You can also manually add events to a customer’s events history. If the event rewards loyalty points, the associated points will be added to the customer’s point balance.

Follow these steps to add events:

• Click the Add action button on the upper right-hand side of the Events page

• Use the Action dropdown field to select the event to add

• Add event attributes as needed

• Click Save

If the event has been successfully added, a confirmation message will appear, and the event will be displayed on the Events history page.

Filters

Events can be filtered based on their type. Additionally, you can search Checkout events based on the transaction ID.

Points history

On the Points history tab, all the events that affect the customer’s point balance are displayed, allowing you to track changes in point balances.

Manage points

To manually add or deduct points from customer accounts, follow these steps:

• Click the Manage points button on the upper right-hand side of the Points history page

• Select one of the following options:

  • Add points: Increase the score and spendable points by registering a Point add event. Note that this modification may affect the customer tier.

  • Sub points: Decrease the score and spendable points by registering a Point sub event. This modification may also affect the customer tier.

  • Spend points: Decreases the spendable points and increase the number of spent points by registering a Point spend event This modification does not affect the customer tier.

• Enter the point value

• Enter the expiration date of added points, if applicable

• Select the customer account to which the point modification should be applied. Note that this field is only available if you use the Multi-accounts module.

• Add the reason for the point modification for traceability

• Click Submit

Modify points expiration

If you use the Expiring points module, you’ll have access to the Modify Point Expiration button, allowing you to select multiple point-based events and define their new expiration date.

On the Modify point expiration page, click the Set expiration date button and select a new date using the date picker that appears. Once saved, the customer's expiring point balance will be adjusted accordingly with the remaining usable points.

Please note that if the Content approval module is active in the Management UI with the Events option enabled, only users with Approver rights can make immediate manual customer updates on the Management UI. An Approver must approve any modifications made by other users before the changes go live.

Coupons

The Coupons tab displays coupons added to the customer through the following methods:

• Claiming a coupon type of Reward 

• Claiming an Offer

• A workflow set up in the Workflow editor

The searchable list provides the following information about the assigned coupons:

Using the hamburger button at the end of the row, you can manually trigger the following actions:

• Redeem: Mark the coupon as used. The coupon status changes to redeemed.

• Invalidate: Invalidate the coupon. The coupon status changes to invalid.

• Unassign: Remove the assignment of the coupon. The coupon status changes to unassigned.

• Transfer: Assign the coupon to another customer. The coupon status changes to transferred.
  If you click Transfer, the next window will prompt you to enter the ID and/or email address of the customer to whom the coupon should be transferred. The input field is case-insensitive.

• Change expiration: Modify the expiration date of the coupon. The coupon status might change to expired or claimed according to the new expiration date.

Transactions

The page will display a list of every transaction made by the customer, including the following information:

The Details button provides a comprehensive set of information including:

• Transaction ID

• The total value of the purchase

• Refunded value

Below that, you’ll find a list of items involved in this transaction, showing:

• Product name and ID

• Quantity

• Price

• Discount

• Subtotal value of each item

Filters

Transactions can be filtered based on:

• Transaction ID

• Customer ID

• Transaction status (draft, accepted, pending, rejected, refunded)

• Account name

Workflow logs

The Workflow logs page displays all the workflow runnings initiated for the customer in the last 3 months (this time interval might vary based on workspace configuration).

The list provides the following information:

If you click the Details button on any list item, you’ll be redirected to the detailed log page under the Log tab of the specific workflow.

Passes

This tab is available if you use the Wallet module in your loyalty program. The page includes all the passes that have been assigned to the customer with the following columns:

Each row includes two action buttons:

• Email: Applicable if you use Antavo’s infrastructure to send pass emails to customers (legacy feature).

• Push: Send a request to the pass provider to update the pass.

Tiered campaigns

If the Tiered campaigns module is enabled, the Tiered campaigns tab will show the number of points the customer has earned through tiered campaigns. Each campaign occurrence appears on the list if the customer has an eligible transaction associated with it. The results of campaign occurrences are grouped by campaigns. The columns of the page include:

Sync

Under the Sync tab, you can track all the requests sent by Antavo to your marketing automation whether through integration settings or workflow actions. The list contains the entire content of the requests and the response provided by the external party. The result of each sync attempt is indicated with an icon.

• ✅: Successful synchronization. The external provider responded with a success message.

• ⚠️: Synchronization failed. The external provider responded with an error message.

A Resync button is available in the top right corner. You can use this button to trigger the sync of all customer fields that have been added to the customer synchronization page of the integration settings.

Merging customer profiles

The Merge button on the Overview page combines two loyalty membership profiles owned by the same person into one profile.

When you click the Merge button, a dialog will appear where you must enter the additional ID of the profile for the merge process.

After entering the ID, a new interface will appear where you can review the customer data affected by the merge process. You’ll be able to see which profile will be kept active. There are two types of merges:

• Partial option merges customers without custom fields

• Full option merges customers with custom fields
  If the custom field is populated in both customers’ profiles, the value from the target customers’s attribute will remain unchanged. If the source customer has a custom attribute that is not populated on the target customer, it will be copied over during the merge.

After clicking the Merge button, the entire event history of the merged profile is added to the remaining active customer ID. 

It’s important to check the new stream to ensure that there are no duplicate points resulting from identical actions in your loyalty program. Points removal can be managed in the Manage points section of this chapter.

Filtering customers

On this page, you can filter the customer list based on key customer attributes.

The filtered list provides the following information:

You can navigate to the customer’s profile page using the Open button.

Using the filter bar

Using the filter bar at the top of the page, you can filter the customer list based on the following attributes: first name, last name, status, email, membership ID, and country.

The available operators for filtering are:

• Equals to

• Not equals to

• Is less than

• Is less than or equal

• Is greater than

• Is greater than or equal

• Is in

• Is not in

When you apply multiple filters, they are combined using an "and" relation. This means that all the filter conditions must be met for a customer to appear in the filtered list.

To filter the list, click the Search button.

To remove a specific filter, click the X next to it. To clear all filter parameters and reset the list, click the X at the end of the row.

Please note that the filtering is case-sensitive.

Segments

The Segment editor is a valuable tool for personalizing and targeting your members with loyalty incentives. You can view, create, and edit segments by navigating to the Segments tab under the Customer Insights menu.

Labels

The Labels tab contains a listing page of customer labels which are descriptive tags that can be attached to customers. These labels can be created and assigned by workspace owners or automatically generated and appended by integrations.

Several Antavo features are capable of generating labels:

• Opt-in process: Labels can be initialized upon opting into the loyalty program.

• Profiling events: Labels can be assigned to a customer when gathering information about their preferences through profiling questions.

• Imports: The Labels field can be imported to the Management UI under the Customers data model.

• Incoming webhooks: See this use case of how incoming webhooks can be used to assign a label to a customer who has just opted into the loyalty program.

Upon opening the Labels tab, a searchable, alphabetically ordered list appears, providing the following information:

The Edit button allows you to rename the customer label ID. Once changes are made to the label, the updated version will be applied to all customers currently assigned to this label.

The View button lists the customers under the specific label (Identifier, Status, First name, Last name) and leads to their customer profiles.