Client Loyalty
Client Loyalty rewards Contacts for purchases and customer actions. The program can issue points, redeem them for discounts, apply tier benefits, track referrals, and provide Apple Wallet or Google Wallet passes when those services are configured.
Open Client Loyalty from the Operations section. Use the program switch at the top of the page to turn earning and redemption on or off.
Program tabs
Section titled “Program tabs”| Tab | Purpose |
|---|---|
| Analytics | Monitor engagement, points, redemptions, rewards, and tier distribution |
| Points | Configure earning rules and rewards |
| Tiers | Configure spend thresholds and tier discounts |
| Referrals | Enable referrals and set both participants’ point awards |
| Card Design | Design the digital loyalty card |
| Settings | Configure expiry, eligible spend, enrollment, support details, and locations |
Award points
Section titled “Award points”The Points tab contains four earning rules:
| Action | When points can be awarded |
|---|---|
| Make a purchase | An eligible appointment checkout or invoice payment is completed |
| Leave a review | A customer submits an appointment review |
| Book online | A customer creates a public online booking |
| Complete appointments | A configured number of appointments is completed |
Each rule can be active or inactive and can set a minimum value or a per-client limit where supported. Purchase points can be a fixed amount per sale or incremental based on eligible spend. Appointment completion can award points after a configured number of completed appointments.
In Settings, choose which checkout amounts count toward eligible spend: services, products, memberships, gift cards, service add-ons, taxes, and service charges.
Points can expire after 3, 6, 9, 12, 18, or 24 months, or never expire. Changing the expiry policy affects how the program handles eligible balances over time.
Create rewards
Section titled “Create rewards”A reward converts a points cost into a checkout discount. Give it a customer-facing name, set the points required and discount value, choose fixed or incremental redemption behavior, and activate it when ready.
During Appointment Checkout, an enrolled Contact can redeem an eligible reward when their balance is sufficient. Workstation reserves the points with the checkout and restores them if the transaction fails.
Configure tiers
Section titled “Configure tiers”Enable tiers to recognize customers based on accumulated eligible spend. Each tier has:
- a name and color
- a spend threshold
- a discount percentage
Customers move into the tier whose threshold they have reached. The tier and current balance appear on the Contact’s loyalty card, and the tier discount can be applied during appointment checkout.
Referrals
Section titled “Referrals”Enable referrals and set separate point amounts for:
- the existing customer who refers someone
- the new customer who enrolls through the referral link
An enrolled Contact receives a unique referral link when referrals and public enrollment are enabled. The Referrals tab shows total referrals and referral points awarded.
Public enrollment
Section titled “Public enrollment”In Settings, enable public signup to generate an enrollment URL and QR code. The enrollment form always collects its required identity fields and can include additional fields configured by the organization.
When a customer enrolls, Workstation matches an existing Contact by email and then phone before creating a new Contact. This helps prevent duplicate customer records. Unique enrollment adds stricter duplicate protection.
Share the link on a website, receipt, front desk display, or campaign. Add terms and conditions plus support email, phone, and website details before publishing it.
Card design and wallet passes
Section titled “Card design and wallet passes”Card Design controls the loyalty card’s background, text and label colors, points label, and brand images such as the logo, icon, and strip image. Preview both iOS and Android presentations and check the contrast warning before saving.
Configure loyalty locations to attach relevant store or branch locations to supported wallet passes. Apple Wallet and Google Wallet buttons appear on enrolled Contacts when the corresponding wallet service is configured.
Contact loyalty record
Section titled “Contact loyalty record”The loyalty card on a Contact shows:
- current points balance
- lifetime points and tier spend
- current tier
- recent earning, redemption, adjustment, and expiry activity
- wallet actions when available
- a referral link when enabled
Users with the loyalty update permission can make a positive or negative manual points adjustment and record the reason.
Analytics
Section titled “Analytics”Analytics reports engaged clients, points issued, redeemed, outstanding, and expired, redemption rate, active rewards, a 30-day earned-versus-redeemed chart, and members by tier.
Use outstanding points and redemption rate together: a growing balance with very low redemption often means rewards are difficult to understand or reach.
Permissions
Section titled “Permissions”The loyalty module uses separate view and update permissions. Program configuration and manual adjustments require update access; team members with view-only access can review loyalty information without changing balances or rules.