đ This article covers creating shopper records in the AIQ Loyalty & Marketing platform (Customers â Personas). For adding shoppers in AIQ Ecommerce, see CRM Overview.
Prerequisites
Before getting started, ensure you have:
Required Permissions
Staff members 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:
Manually add a persona
Bulk import personas via file upload
Manual Persona Creation
Navigate to Customers > Personas > Click the add button (+).
In the slide-out enter the persona's details:
Optional: configure additional settings:
The "Signup Form" dropdown can be used to set the source of the persona to a specific signup form created in the account.
Toggle on the "Loyalty" setting to opt the persona into loyalty.
Toggle the "Send Double Opt-in Text" to send the persona a double opt in text.
â ď¸ The shopper must reply âYESâ to complete enrollment.
Bulk Import Persona Creation
See Bulk Import Personas 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 shopper 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:
â
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 shopper's phone number and/or email and click Opt out
This will also delete their information and remove their points
Shoppers 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:
â
â1. Blocklist Impacts
AIQ maintains an internal blocklist for privacy and compliance. Shoppers who have requested data removal or triggered privacy rules may be included on this list.
A shopper may be blocklisted even if their email isnât, if their phone number was flagged, the entire persona becomes hidden.
Blocklisted accounts often cause missing wallet data, errors in POS, or Personas that do not appear in search.
For privacy law compliance, blocklist contents are not viewable to retailers or staff.
If a Persona is blocklisted, the account will not be visible in AIQ until recovered.
2. Archived Personas
Shoppers may also be missing because their Persona 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 Persona looks âmissing.â
The archive view often displays only the phone number of an archived Persona. If the archived persona contains only an email and no phone number, the email will appear instead.
Personas 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
Email
Phone number
Receipt lookup
First + Last Name
Customer ID (if available)
Search using merge lookup
To check whether the persona was merged into another Persona:
merge:phonenumber
merge:emailaddress
If the persona is merged, you will be taken to the surviving Persona.
Check if the account is archived
Navigate to Customers > Personas
Click the more (...) menu
Click "View Archived Personas"
Consider blocklist status
If the account still cannot be located, it may be on the internal blocklistârequiring an official recovery request (reach out to AIQ Support)
Restore a Missing, Deleted, or Archived Account
See Archived Personas for instructions on how to unarchive a persona.
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 shopper 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 Personas?
See Persona Merging.
Why do points not match dollars spent in the persona's slideout?
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):
Shopper selects Favorite Store in Wallet / Loyalty App
Shopper selects Favorite Store on Sign Up Form
Favorite Store determined via CSV Upload
Shopper 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 staff members 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 Personas in AIQ?
See Persona Merging.
How Can I Fix and Prevent Incorrect Data Merges on Shopper Personas in AIQ?
Related Docs
Need Help?
If you need assistance, reach out to AIQ Support anytime via chat widget within your AIQ Dashboard.