Prerequisites

Before getting started, ensure you have:

Required Permissions

Users must have one of the following roles to create or manage personas:

Staff
Manager
Analyst
Marketing
Marketing Analyst
Operator
Owner

How to Create a New Persona

Personas can be added manually in AIQ in two ways.

Manual Persona Creation

Navigate to Customers>Personas>Click the add button (+).
In the slide-out enter the persona's details:
If desired, configure additional settings:
1. The "Signup Form" dropdown can be used to set the source of the persona to a specific signup form created in the account.
2. Toggle on the "Loyalty" setting to opt the persona into loyalty.
3. Toggle the "Send Double Opt-in Text" to send the persona a double opt in text.
  1. ⚠️ The customer must reply “YES” to complete enrollment.

Bulk Import Persona Creation

📌 See Bulk Import for more details

How to Edit Traits or Opt-Out Personas from Marketing Communications

Opt-Out Only (No Data Deletion)

Navigate to Customers > Personas
Locate the customer and click into Persona Detail
On the General tab, scroll to the Traits section and click Edit Traits
Modify traits as needed.
Click on the toggles next to the fields Email opted in and Text opted in depending on need:

Full Opt-Out + Data Deletion (Remove 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
1. 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

Troubleshooting

Issue: Persona not appearing in AIQ

Potential Causes:

1. Blocklist Impacts

AIQ maintains an internal blocklist for privacy and compliance. Customers who have requested data removal or triggered privacy rules may be included on this list.

A customer may be blocklisted even if their email isn’t, if their phone number was flagged, the entire persona becomes hidden.

Blocklisted accounts often cause missing wallet data, errors in POS, or profiles that do not appear in search.

For privacy law compliance, blocklist contents are not viewable to retailers or staff.

If a profile is blocklisted, the account will not be visible in AIQ until recovered.

2. Archived Personas

Customers may also be missing because their profile exists in the Archived Personas list for your account.

This can happen when:

Staff manually archive a persona.

Older or duplicate profiles were intentionally archived.

Archived accounts:

Do not appear in normal search results.

May still have an active wallet, even though the profile looks “missing.”

The archive view often displays only the phone number of an archived profile. If the archived persona contains only an email and no phone number, the email will appear instead.

Profiles archived by system-level privacy processes (e.g., data deletion requests) may not appear in your archive at all and require support restoration.

Potential Solutions:

Search with all possible identifiers
1. Email
2. Phone number
3. Receipt lookup
4. First + Last Name
5. Customer ID (if available)
Search using merge lookup
1. To check whether the persona was merged into another profile:
  - merge:phonenumber
  - merge:emailaddress
2. If the persona is merged, you will be taken to the surviving profile.
Check if the account is archived
1. Navigate to Customers>Personas
2. Click the more (...) menu
3. Click "View Archived Personas"
Consider blocklist status
1. If the account still cannot be located, it may be on the internal blocklist—requiring an official recovery request (reach out to AIQ Support)
Restore a Missing, Deleted, or Archived Account
1. See Archived Accounts for instructions on how to unarchive a persona.
2. See Account Recovery for instructions on how a persona can be removed from the internal blocklist.

Persona FAQs

Can I opt a persona into Push Notification Messaging?

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).

How do I merge or unmerge two persona profiles?

See Persona Merging.

Why do points not match dollars spent in the persona's slideout?

Read here for more info on point mismatching

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).

How do I send text double opt-in requests to imports after?

Navigate to Customers > Personas
Click on the more (...) icon
Click on "View Import History". At the top of the screen there will be a section where users can choose when to send text double opt-in requests to imports.

Is there a limit to the amount of custom attributes you can add to a persona?

No, there is no limit to the amount of custom attributes that can be added to a persona.

How can I efficiently manage and search merged profiles in AIQ?