Personas
Your customers can enter AIQ from different sources (POS, file upload, Loyalty Signup Form, etc.) and they will all live in the Personas page.
- Only contacts with PII (Personal Identifiable Information) will end up on your Personas page. Anonymous transactions won't, so be sure to attach a phone number or email to every profile in your POS.
- AIQ automatically merges or dedupes personas based on the phone number or email so as long as one of those is attached to the persona, you don't have to worry about duplicate profiles.
Navigate to Customers > Personas. Here you'll see the customer's contact information, points balance, and how they entered the system ('source').
"Source" Column:
- Loyalty: they came in via a Signup form
- Raw file: they came in via a manual CSV upload
- [Software integrated with AIQ]: this is dynamic based on your integrations
- Navigates to Customers Personas
- Click the columns icon in the upper right
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- In the slideout, toggle the columns on/off to customize your table view
- Click Save
There are 2 ways to add personas:
- Manually add their details
Both can be accessed from Customers > Personas > Add button (+)
- Search by uniqueid (phone/email): The best way to search for individual personas is by phone or email.
- Search by name: You can search by full name Susan Green (no quotation marks needed anymore) and that will only return that exact name match, it will not return everyone with the first name susan or last name green, for example.
- You can also narrow down your search by using the table filters.
Exporting in personas is done via the more (...) icon at the top right of the Personas table. After clicking on the icon, you will be able to select Download CSV or Download Signatures:
- Download CSV: You can download an unlimited number of personas into a CSV by exporting an audience. This button is meant to quickly download a single page of personas.
- If you want to download a full list of all your customers, go to the audience page and follow these instructions.ο»Ώ
- Download Signatures: Downloads a zip file of all signatures collected by your signature pad on the sign up form (if utilized).
Archived Personas wonβt accrue points and are excluded from being re-imported via integrations, effectively functioning as a blocklist within your AIQ ecosystem.
If a persona is unarchived, they will gain the points and history they would have earned retroactively and will accrue points moving forward.
- Navigate to Customers > Personas
- Click the more (...) menu
- Click "View Archived Personas"
- Navigate to Customers > Personas
- Search for the persona in question
- Click on the table row of that persona
- Click the ellipsis button next to the persona name
- Click Archive, then confirm.
- Navigate to Customers > Personas
- Click the more (...) menu
- Click "View Archived Personas"
- In the row next the persona in question, click "Unarchive"
Click into a persona to see their details. Use the more (...) menu to access links such as "Open in staff app" and "Copy sharing link", and gives you option to Archive.
Under the personas name are a few details (if provided/enabled)
- Email and/or Phone
- Date of Birth (next to calendar icon)
- Signed up date (next to user + icon)
- Wallet PIN code
- This was previously located in Wallet Preview. If you have enabled the loyalty setting "Show pin code in wallets", the PIN will show here.
At the top, there are 4 tabs which will give you specific insight into the individual Persona:
- General: Displays an overview of the persona's data.
- At the top, you'll see how many points they have and what the persona is opted into.
- Second and third, you'll see "Shopping habits" and "Favorite products" in order to get some insights into their buying behavior.
- You will see the Traits for the persona with the ability edit or quickly copy and paste a trait's value.
- Additionally, you can add custom information to the persona with the Custom Tags and Custom Attributes area in the General tab.
- Points: Here you can manually adjust the persona's points, as well as see statistics in how their points have been earned and spent.
- History: Here you have 7 different tables (accessible via subtabs on the right) where you can see what actions this persona has taken:
- Points: A timeline of this persona's transactions, the details of those transactions, and if/how those transactions affected this persona's points totals.
- Messages: A timeline of all messages that this user has sent/received
- Redemptions: A timeline of every instance where this user has redeemed their loyalty points
- Merges: A timeline of every instance where this user's persona has been merged with another to avoid duplicates (only visible when a merge has occurred)
- Surveys: A timeline of every survey response they've submitted
- Persona: A timeline of all interactions with this persona, like landing pages being clicked or timestamps of when they were sent campaigns.
- Discounts: This tab will only be visible if you have discounts and redemptions available. The Discounts tab gives you the ability to redeem a discount if the persona has enough points available. Note that some users will not see certain features based on permissions or loyalty settings on the organizations level.
There are 2 ways to opt a persona out of messaging.
The first is via the Persona Details (this is opt-out only):
- Navigate to Customers > Personas
- Locate the customer and click into Persona Details
- On the General tab, scroll to the Traits section and click Edit Traits.
- Click on the toggles next to the fields Email opted in and Text opted in depending on need.
- This only opts them out of messages. This will not delete their info or points.
The second is via the Data & Privacy settings (this is both opt-out AND deletes their information and points):
- Navigate to Settings > Data & Privacy
- In the Customer Data Controls section, copy the link at the bottom
- Open a new tab and paste the link
- Read through the page, click Submit
- Enter the customer's phone number and/or email and click Opt out
- This will also delete their information and remove their points
Customers can also go through the above process themselves if you provide them with the URL to change their data preferences
No, a staff member cannot legally opt a persona into Push Notifications.
Push notifications require explicit consent from the user themselves; they must do it from the app and for the specific device they are on (push notifications are also device-dependent).
See Persona Mergingο»Ώ.
If I upload a CSV with a Favorite Store listed for a particular Persona, will that override the Persona's existing Favorite Store?
In order of what takes precedence (aka favorite store hierarchy):
- Customer selects Favorite Store in Wallet / Loyalty App
- Customer selects Favorite Store on Sign Up Form
- Favorite Store determined via CSV Upload
- Customer gets Favorite Store assigned by Purchase History
So if you upload personas via file upload (#3) with favorite store listed, it would not override the favorite store for personas who have selected the store in their Wallet / Loyalty App (#1) nor via Signup Form (#2).
