Create tier structures

Set up rules that group customers based on their loyalty activity

Tier structures control how customers are assigned to tiers and how their tier status changes over time.

Create a tier structure

Go to Loyalty hub > Tier structures to Create tier structure.

The tier structure builder informs which steps require your action.

1. General settings

   Set the basic behavior of the tier structure.

   Name tier structure: enter a name for the structure

   Tier type

   • Point balance: uses the customer’s current point balance
   • Points earned: uses total points earned over a tracking period

   When you select Points earned, additional options appear.

   Points earned configuration

   Set how tier changes are applied.

   • When to apply tier change:

     • Immediately: updates when the threshold is reached
     • Next tracking period: updates at the start of the next cycle

   • Tracking period value: length of the tracking period

   • Period unit: Hour(s), Day(s), Week(s), Month(s), Year(s)

   Card definition

   Select the wallet used to calculate tiers.

   Start typing in Type here to find to search.

   Use + to create a new wallet.

   Complete all required fields. If something is missing or invalid, you will see Action required.

2. Tier levels

   Set the structure of your tiers and the conditions required to reach each level.

   You can set up to 10 tier levels.

   After you define Minimum value (points) and Maximum value (points), use + Add tier levels to add another tier.

   Providing a valid Minimum value (points) enables Create tier structure, so you can finish the setup without completing additional steps.

   You can edit the configuration later.

   Tier setup

   Each tier defines a level in your loyalty program.

   • Tier name: label of the tier (for example Bronze, Silver, Gold)

   • Minimum value (points): points required to reach this tier

   • Maximum value (points): upper limit of points for this tier

   • Unlimited: removes the upper limit (available only for the highest tier)

     If used for a lower tier, you will see:
     Set a maximum value for all tiers except the highest one.

   • Points range: calculated automatically from minimum and maximum values

   When you add a new tier:

   • Minimum value (points) is set to one point higher than the previous tier’s Maximum value (points)
   • The value can be adjusted manually
   • Tier ranges must remain in order and cannot overlap

   Advanced options

   Set how customers qualify for each tier.

   • Qualification Logic:

     • AND: customer must meet the points range and belong to the selected segment
     • OR: customer can qualify by points or by belonging to the selected segment

   • Customer segment: segment used for tier qualification

     This field becomes required when Qualification Logic is set to AND.

   • Allow tier downgrade for this level: allows customers to move to a lower tier

     Disable this option to create a fixed tier that customers keep permanently.

3. Tier expiration

   Set how long a customer remains in a tier and when reevaluation occurs.

   If you do not select an expiration option, tiers do not expire.

   Fixed Duration

   • Duration: how long the tier is valid after entry
   • Period unit: Day(s), Month(s), Year(s)

   Calendar Expiry

   • Expiry date (MM-DD): date when the tier expires each year

   Add at least one expiry date.

   Sliding Expiry

   Set expiration based on inactivity.

   • Inactivity period: time without qualifying activity before the tier expires

   • Period unit: Day(s), Month(s), Year(s)

   • Qualifying activities:

     • Earning activities
     • Spending activities
     • Custom activities

   If you select Custom activities:

   • Custom event: event used as a qualifying activity
   • + Add activity: adds the event to the list

   Add at least one custom activity.

4. Tier downgrade

   Set how customers move to lower tiers when they no longer meet qualification criteria.

   Downgrade options

   • No downgrade: customers remain in their current tier

   • Multi-level downgrade (full reassessment): customer is reassigned to the tier that matches their current qualification

   • Single-level downgrade (step-by-step drop): customer moves down one tier at a time

   Grace period

   Set how long to delay the downgrade.

   • Grace period before downgrade: Enables a delay before downgrade is applied.
   • Grace period value: length of the delay before downgrade.
   • Unit: defines the duration of the grace period in Day(s), Month(s), or Year(s)
   • Round up grace period: rounds the grace period to the end of the selected unit

   Available only when Multi-level downgrade or Single-level downgrade is selected.

5. Summary

   Review your configuration before saving.

   The summary shows all settings defined in previous steps.

   Use Go to step to return to any section and make changes.

   • If everything is valid, Create tier structure becomes available
   • If something is incompatible, you will see Action required

   Use Create tier structure to finish.

Tier structures view

The Tier structures view lists all configurations created in your project.

Each structure appears with its status and key settings.

Overview

This list shows key details of each tier structure.

• Status:

  • Draft: structure has not been activated yet
  • Active: structure is enabled
  • Inactive: structure was activated and later deactivated

• Name: name of the tier structure

• Type: points logic used (for example Point balance, Points earned)

• Expiration: selected tier expiration model or No expiration

• Downgrade: downgrade behavior (for example No downgrade, Single-level, Multi-level)

• Tier levels: number of defined tiers

• Loyalty programs: programs where the structure is assigned

Some values may include warning-style labels when the configuration requires attention.

Use the ⋮ menu on the right to edit or delete a tier structure.

Structure details

Select a structure name to open a read-only summary.

From this view, you can activate or deactivate the structure.

The details view includes:

• General settings
• Tier levels
• Tier expiration
• Tier downgrade

Using tier structures in campaigns

Use tier structures in the program Designer to define how customers are grouped into tiers.

Adding a tier structure

Add a tier structure from the Building Blocks panel.

You can assign only one tier structure to a campaign.

1. Open the program Designer
2. In the Building Blocks panel, locate Tier structures
3. If needed, activate a structure
4. Use the Quick assign icon to add the structure to the campaign

Only active tier structures can be added.

How it appears in the campaign

After assignment:

• The structure appears in the Wallets section
• Tier levels are shown within the wallet view

If you deactivate an assigned tier structure, it remains assigned to the campaign but becomes inactive.

Removing a tier structure

Remove tier structures from the Building Blocks panel.

You cannot remove a tier structure directly from the Wallets section after assignment.