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Staff View

Staff View (Wallet Search) lets team members find customer wallets to edit persona traits, adjust points, and redeem discounts. This article covers setup, usage, and troubleshooting.

Updated over 3 weeks ago

Prerequisites

Before getting started, ensure you have:

Required Permissions:

The Staff View is available to users with the following permissions:

  • Staff

  • Manager

  • Analyst

  • Marketing

  • Marketing Analyst

  • Operator

  • Owner

How to Access the Staff View

1. Use the Correct Wallet Search URL

  • Wallet Search is only available through the Wallet Search URL.

  • Team members with the Staff permission role will automatically be directed to the wallet search page.

  • Team members can access the staff view by navigating to Customers>Personas>Open the persona details>Click the more (...) menu > "Open in Staff App"

  • Team members with a different permission role can also access the wallet search link by copying and pasting the following link into their browser adding the four digit UID at the end:

https://lab.alpineiq.com/walletsearch/

To locate your UID in AIQ look for the four digit number in the top right corner of the page next to your company account name.

2. Login Is Required

  • You must be signed in with your AIQ credentials to access Wallet Search.

  • If you are logged out and open the Wallet Search link, you will be prompted to sign in.

  • After signing in, you will be redirected to the Wallet Search page.

How to Use Wallet Search

Follow these steps to search for and review a customer wallet:

  1. Open the Wallet Search Page

    1. Navigate to the Wallet Search URL.

    2. Confirm you are logged in with your AIQ account.

  2. Enter Wallet or Customer Information

    1. Use the search input field to enter the relevant wallet identifier or customer-related information, as provided by the customer.

    2. Identifiers available for wallet searches include name, phone number, email address, and loyalty ID.

    3. Ensure the information is entered accurately to avoid incomplete results.

  3. Review Search Results

    1. Select the correct wallet from the results list.

    2. Verify wallet details to confirm you are viewing the correct customer record.

Actions available within the customer's wallet may be restricted based on the role permissions configured in your account. These permissions can be found by navigating to Settings > Company Account > Members Settings > Role Permissions.

Only users with Owner permissions can edit the Role Permissions settings

How to Sign Up a New Customer

Follow these steps to create a new customer within the Staff View:

  1. Navigate to Sign Up a New Customer.

  2. Click Start Sign Up.

  3. When the sign-up form opens, complete all required fields.

    1. The form fields are defined by the fields you have configured in your settings.

    2. Refer to Signup Forms for field configuration details.

  4. To enroll the customer in the loyalty program (Members Club), select the corresponding checkbox.
    ​

  5. Click Sign Up to submit the form.

How to Redeem Rewards for a Customer

Follow these steps to redeem a reward on the customer's behalf in the Staff View:

  1. Search for the customer using their details.

  2. Open the Discounts & Redemptions section of their profile.

  3. Review the available rewards:
    ​

    1. Rewards that the customer has enough points for will be available to redeem.

    2. Rewards that require more points will appear unavailable.
      ​

  4. Select Redeem next to the reward the customer wants.

  5. On the next screen, select Redeem again to confirm.

Tips for the Best Results

  • Data Accuracy

    • Customer information must exactly match the POS customer record.

    • Mismatches will prevent transactions from linking and result in missing loyalty points.

  • No Placeholder Data

    • Do not use placeholder or dummy information.

    • Placeholder data will prevent the customer from earning loyalty points.

  • Unique Contact Information

    • Do not reuse phone numbers or email addresses

    • Duplicate contact details will cause profiles to be automatically merged.

    • See Persona Merging for details.

  • Reward Eligibility Window

    • Loyalty points are granted for orders placed up to 24 hours prior to signup.

Customer Waiting Room

This feature is only visible if your POS supports "Waiting Room queues via POS" on this integration grid.

The Customer Waiting room within the Staff View shows you all customers that are in-store. By default, you will see all customers in the waiting room for all of your stores, but you can filter this view by store using the store dropdown.

Signup from Waiting Room

  1. Click the Signup button in the row of that customer.

  2. Follow the sign up steps as outlined above.

    1. We will prefill as much info as we have available for that customer.

Decline Signup from Waiting Room

  1. If the customer declined signup, click the Decline Signup button.

    1. They will not be prompted to signup again next time they are in the queue.

The waiting room can be enabled/disabled within loyalty settings by navigating to Settings > Loyalty > Staff App Overrides > Staff can see waiting room queue.

Troubleshooting Common Issues

Issue: Unable to Access the Wallet Search Page

If the page does not load or shows an error:

  • Confirm you are using the correct Wallet Search URL

  • Verify you are logged in with your AIQ credentials

  • Complete the sign-in process if prompted, then reload the page

Issue: Frequent Login Prompts

If you are repeatedly asked to sign in:

  • Ensure your browser allows cookies and session storage

  • Check that browser or security settings are not clearing sessions automatically

  • Confirm your network connection is stable

Related Articles

Link to supporting documentation.

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