How to configure loyalty tiers

Tiers give contacts a status that grows as they do more with you, such as Silver, Gold and Platinum. Each tier has a value contacts need to reach, and you decide what comes with it.

Choose what tiers are based on

All your main tiers count the same thing. You pick it in your account settings: click the gear icon at the top right of the dashboard to open Settings, then click Loyalty under Functionalities. Under Tiers settings, click Edit settings and set Progress based on:

Points: the contact's current points balance. It goes down when they spend points.
Prepaid balance: the contact's current prepaid balance.
Points transactions: how many points transactions the contact has.
Total points received: every point the contact has ever received, with nothing taken off for points they spent.
Total purchase amount: the total purchase amount of the contact's loyalty transactions, such as their purchases at your till. Orders, the ones you give points for under Loyalty → Earn rules → Orders, don't count towards it yet. If your webshop sends orders to Leat, base your tiers on Total points received instead.
Attribute: a number or date attribute of your own. For a date, we count the days since that date.

New accounts start on Total points received, and we recommend keeping it: contacts don't drop a tier when they spend points on a reward.

When you click Save changes, we show how many contacts would move to each tier and ask you to Confirm change. Cancel closes the settings without changing anything.

A custom tier for a contact type doesn't count anything. See Custom tiers for a contact type below.

Add a tier

Go to Loyalty → Tiers and click Add tier.
Fill in the Name and Description, then click Continue. Skip the image here and add it once the tier exists (step 5).
Under Tier conditions, fill in the value a contact needs to reach this tier. Below the field you can see where the tier will rank, for example 2 out of 4.
Click Create.
Open the new tier, go to Overview, choose an Image and click Submit.

You can add tiers in any order: we rank them by their value. Every tier needs its own name and its own value. On the Tiers page, tiers run from left to right, lowest first.

Add tier is only there for your main tiers. A custom tier for a contact type is added in your settings instead.

Add extra conditions to a tier

By default, a contact enters a tier as soon as they reach its value. You can also ask for more, for example only contacts with a certain custom attribute. The value always counts: a contact has to reach it and match the extra conditions.

Go to Loyalty → Tiers, open the tier and go to Entry criteria.
Switch on Enable additional criteria.
Click Filter group, choose Contact and set up the filter. Click Save filter, check the Expected results and click Save filter again.
Click Submit, check the Expected results and click Update.

Your filters only count once you've done step 4. If you switch Enable additional criteria off later, the filters are kept but no longer count.

Filters combine the same way as everywhere else in the dashboard. Every filter in one group has to match. With more than one group, matching any one of them is enough. Add a filter to a group with the + button inside it, and add another group with Filter group. See Combining filters with And and Or, and choosing the right operator.

We check tiers from the lowest up and stop at the first tier a contact doesn't qualify for. So a contact only reaches a tier if they also meet the entry criteria of every tier below it: extra conditions on Silver also keep contacts out of Gold and Platinum, however high their value is.

Custom tiers for a contact type

You can give the contacts of one contact type, such as Employee or Business, a tier of their own outside your main tiers. A custom tier only looks at the contact type: it has no value and no extra conditions. Every contact of that type is in it, and they never enter your main tiers. You can have one custom tier per contact type.

Click the gear icon at the top right of the dashboard to open Settings, then click Loyalty under Functionalities.
Under Advanced tiers settings, click Enable custom tiers, or Add custom tier if you already have one.
Choose the Contact type, or create a new one, and click Next.
Give the tier a name and click Create tier.

A new custom tier is inactive, so nobody moves into it yet. To switch it on, open it under Advanced tiers settings, click Edit details, tick Active and click Save changes. We show how many contacts will move before you click Update.

Once it's active, the custom tier also shows on Loyalty → Tiers: click the page title to switch between your main tiers and each custom tier. There you can change its name and image and give it perks.

To remove a custom tier, open it under Advanced tiers settings and click Delete under Danger zone. Its contacts move back to your main tiers.

The base tier

Every contact starts in the Base tier, unless their contact type has an active custom tier. It sits at 0 and can't be deleted, but you can rename it and give it an image under Overview.

Change how a tier looks

What contacts see of a tier is its name and its image. You change both on the tier itself, and the change shows straight away:

Go to Loyalty → Tiers and open the tier.
Go to Overview.
Change the Name, or click the current image to pick another one. A tier without an image shows Add image instead. To remove the image, click the cross at its top right.
Click Submit. The button only appears once you've changed something.

The image comes from the media picker, so you can use My images, My GIFs, Giphy, your Brand kit, Unsplash or your own Instagram posts, or upload a new one. For Instagram, see Use images from your Instagram posts in Leat.

Contacts see the tier's look in these places:

Contacts portal: when the profile card on the portal's home page is set to Tiers, it shows the contact's current tier with its image, and their progress to the next tier. In the portal editor, open Home, then Profile card, and set Card type to Tiers. That option is only there when Tiers is switched on under the portal's Features. See How to configure the contacts portal.
Wallet pass: the pass can show the name of the contact's tier, not its image.
Your own app or website: if you've built one on our API, the tier's image comes along with the contact's tier.

On the portal the image is shown small and square, so a logo or icon in the style of your brand works better than a photo. Tiers don't have a colour of their own: the card uses your portal's colours, which you set under Styling in the portal editor.

When contacts move

Adding or changing a tier, including its extra conditions, doesn't move existing contacts straight away. We sort every contact into the right tier each night. A contact's tier is also checked again as soon as something happens to them, such as receiving points, a prepaid transaction or a change to their details.

To move everyone now, go to Loyalty → Tiers, click Synchronize, check the Expected results and click Sync.

Tiers have no period. They don't reset each year and don't expire on a date: a contact keeps their tier for as long as the value it's based on stays at or above the tier's value. There's no setting for a tier per year, such as 300 points within 12 months.

Manage a tier

Open a tier from Loyalty → Tiers. Its page has these sections:

Overview: the name, description and image
Entry criteria: the value contacts need to reach it, and any extra conditions (not on the base tier or a custom tier)
Perks: what this tier gets
Milestones: rewards on the way to the next tier, once the feature is switched on
Contacts: who is in this tier now

To delete a tier, open the menu next to its name and choose Delete. Before you confirm, we show how many contacts will move to another tier.

What comes with a tier

A tier means most when it gets contacts something. Some ways to do that:

Perks: on the Tiers page, click Add perk under Perks and assign one of its options to each tier.
Rewards for higher tiers only: add a visibility filter on the contact's tier. See Showing a reward only to certain contacts.
More points per purchase: create an earn rule from the Contact tier preset. See How to configure earn rules.
Rewards on the way up: add milestones between tiers. See Tier milestones: rewards on the way to the next tier.
Benefits in store: the contact's tier can be shown on their wallet pass, so they can show it at the counter for priority service or a better table.

A contact isn't in the tier you expect

The tier is new or changed: contacts move in the nightly sync. Click Synchronize to do it now.
The tier has extra conditions: the contact reached the value but doesn't match any filter group under Entry criteria. On the Tiers page, these tiers show for example +2 criteria.
A lower tier has extra conditions: a contact who doesn't meet them stays below that tier, whatever their value.
The contact has a custom tier: their contact type has an active custom tier, so they're in that one and not in your main tiers. While the custom tier is inactive, they're in your main tiers like everyone else.
Tiers are based on Points: spending points lowers the balance, so a contact can drop a tier after claiming a reward. Total points received doesn't have this problem.
Tiers are based on Total purchase amount and the contact buys online: orders don't count towards the purchase amount yet, so their webshop purchases don't move them up. Total points received counts the points those orders earn.