Getting Started
Q: Do I need to prepare anything before creating my first loyalty plan?
A: No. Your workspace is ready immediately. You can create a plan, upload documentation, or start from scratch without any technical setup.
Q: Do I need a specific document format for the Loyalty Strategy Interpreter?
A: No. The Interpreter works with the PDF file format. If a file cannot be processed, it will appear as failed and you can try again.
Q: Can I build a program without uploading documentation?
A: Yes. You can start from a blank Concept Whiteboard and define your program manually.
Q: What happens after I finish the Concept Whiteboard?
A: Click Generate member journeys. Planner will create the initial journeys and take you to the Loyalty Map.
Plans & Navigation
Q: Where can I see all my loyalty plans?
A: In My Plans, where all plans you own or can access are listed.
Q: Can I delete a plan?
A: Yes, but only if it is in Draft status. Active plans cannot be deleted.
Q: What does plan status mean?
A:
Draft – still being designed
Active – finalized or ready for presentation
Status only affects organization, not functionality.
Q: How do I create a new plan?
A: Use the Create Plan button in the sidebar or on the Home page.
Concept Whiteboard
Q: Can I change my Concept Whiteboard after journeys are generated?
A: Yes, you can update it anytime. If the changes affect logic, an Update member journeys button will appear.
Q: Are fields pre-filled after uploading documentation?
A: Only the journeys that have been updated will be overwritten. Edits and details you’ve added within individual steps will remain intact when you update the concept whiteboard.
Q: Are fields pre-filled after uploading documentation?
A: Yes. The Interpreter may pre-populate program type and several settings, all of which you can adjust.
Loyalty Map
Q: Can I edit the Loyalty Map directly?
A: No. The map reflects your Concept Whiteboard and journeys. Edits must be made in the Whiteboard or Journey Editor.
Q: How do I open journeys from the map?
A: Click a station → choose a journey → click the arrow ( > ) to open it.
Journey Editor
Q: What are Moments in a journey?
A: Non-editable sections grouping related steps in a journey. If a phase is missing, update the Concept Whiteboard and regenerate.
Q: Can I rearrange steps?
A: No. Default steps follow the logic defined in your concept and cannot be moved. Custom steps can be inserted but not reordered.
Q: What types of steps can I add manually?
A: Communication and Process steps.
Q: What are the swimlanes?
A:
Member Action – actions performed by the member
Communications – messages sent to the member
Loyalty System – automated logic
Processes – internal operational tasks
Q: Do I need to save step changes?
A:
Step fields (name, description, requirements): yes, click Save
Comments and documents: save automatically
Q: What happens if I delete a step?
A: Deletion cannot be undone. Default steps can only be restored by regenerating all journeys.
Q: Can I apply the same change across multiple journeys?
A: Yes. Use the multi-journey update option to copy selected fields to the same step in other journeys.
Documents
Q: Where do documents uploaded in steps appear?
A: Only inside that specific step. They do not appear in the Plan Overview Documents list.
Q: What file types can I upload?
A: PDF, Word, Excel, PPT, images, text files, up to 10 MB each.
Goals
Q: Can a goal belong to multiple plans?
A: Yes. You can assign a goal to one or more plans and update assignments anytime.
Q: Can I edit or delete goals?
A: Yes. Use the … menu on a goal card to edit, duplicate, or delete it.
Q: Who can see a goal?
A: Anyone who owns or collaborates on at least one plan that the goal is attached to.