Prerequisites

Before getting started, ensure you have:

Required Permissions:

The personas page is available to users with the following permissions:

Staff
Manager
Analyst
Marketing
Marketing Analyst
Operator
Owner

How to Access Persona Details

Navigate to Customers > Personas
Search for a specific customer
Click into a persona to open their profile

In the upper-left corner, use the More (…) menu to:

Open in Staff App
Copy Sharing Link
Archive the Persona

Persona Header Information

Under the persona’s name, you may see:

Email and/or Phone
Date of Birth (calendar icon)
Loyalty signup date (user icon)
Wallet PIN code

📌 Wallet PIN was previously located in Wallet Preview.

If the loyalty setting “Show pin code in wallets” is enabled, it will appear here.

General Tab:

General Information

Reward Points: How many loyalty points the customer currently has.
Opt-In Status:
- Member (Loyalty)
- Text
- Email
- Mobile Push
- Browser Push
- Voice Drop
- Wallet Pass
- Age Gate

Shopping Habits

AIQ provides behavioral and purchase insights, including:

Spend (all time): Shows post-tax totals
Sales (All Time): Total number of sales
Avg. Order: Average order value ($)
Items Per Order: Average number of items per order
Last Seen (Days): Days since the customer last made a purchase
Shops Every (Days): How often customer makes a purchase
Preferred Brand: Brand purchased most often
Preferred Category: Category purchased most often
Preferred Product: Product purchased most often

Hover over Preferred Brand/Category/Product to see the top five choices and how many times the customer has purchased them.

Favorite Products

Displays the customer’s top five:

Products
Categories
Brands

Shown in a table view.

Custom Attributes

Custom attributes in AIQ are user-defined data fields used to segment and target customers based on characteristics or group memberships. Custom attributes can be assigned in the following ways:

Bulk imports
POS groups
Manual updates

To edit manually:

Open the persona profile
Click Edit Custom Attributes
Select the + icon to add new values

Traits

Traits provide additional persona-level metadata, including:

Mobile Phone
Email Address
Favorite Store
Birthday
Contact ID
Imported From
Source ID
Browser
IP Address
Signup URLs

Click View to see the signup form and submission timestamp.

Logs

Logs show key timestamps for customer actions, such as:

First time contact was seen
Loyalty enrollment date
SMS opt-out date

Points Tab

Adjust Points: Here you can manually adjust the persona's points and add an adjustment note which will display on the Persona History.

Points Overview:

Spent (all time): Shows pre-tax spend
Spent as member: Total spend when enrolled in loyalty
Points: Current points total
Points Redeemed: Points the customer has converted into discounts or other redemptions

Points adjusted by staff: Total of positive and negative manual adjustments
Points boosted by Audience: Boosts and multipliers included here
Points gifted by Campaign
Points gifted by Flow
Points expired: Legacy points and points added by audience boost/multipliers will not expire
Legacy imported points: Total points from imports
Visit points: Points added per visit, if “Points earned per order” setting is turned on
Collectibles: Points added via collectibles
Referral Sales: Points added from referred friends’ sales, if “Give customers who refer friends points for their referrals' sales” setting is enabled
Last Redemption: Date of last redemption
Last Redemption Discount: Name of discount last redeemed

History Tab

The History tab shows a timeline of a persona’s activity in AIQ, including transactions, messages, redemptions, surveys, and other interactions. If applicable, it also displays merge history and available discounts.

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
Action: A timeline of all interactions with this persona, like landing pages being clicked or timestamps of when they were sent campaigns.

Discounts Tab

This tab will only be visible if discounts and redemptions are 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.

The Discounts tab contains the following information:

Discount ID
Discount Name
Runtime (Visible if the discount has a specific Start/End date)
Points (Progress bar)
Redeem button for Staff redemptions

Persona Card FAQs

Why do points sometime not match dollars spent?

Your loyalty settings accrual rate is not set to 100 points/100 dollars spent or this accrual rate is changed while loyalty members are active

⚠️ We strongly advise against this to avoid data and customer confusion.

The customer was given a gift or boost or multiplier on points, "spent while loyal" will not equal points accrued

Legacy points were imported into the system

Other points were gifted to this customer manually by the staff, by collectible rewards, or via referred sales

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

No, custom attributes are unlimited.

How can I find out when a customer enrolled in Loyalty?

You can view a customer’s loyalty enrollment date directly from their persona profile:

Navigate to Customers > Personas

Search for and open the customer’s profile

In the top left under their name you'll see the Loyalty signup date:

How do customers sign up for your loyalty program?

Customers can enroll in your loyalty program in a few different ways:

By completing a signup form
During checkout through your POS system (refer to the Integration Grid to confirm if your POS supports this feature)

How do I remove a customer or opt them out of messaging?

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.
1. 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
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

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).

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).

Do loyalty points apply to purchases made before enrollment in the loyalty program?

No—loyalty points are not retroactive. Customers only earn points on purchases or activities completed after enrolling in the program.

If points were added to a profile before enrollment, they won’t carry over once the account is activated and may need to be manually re-added after enrollment.

Points eligibility begins on the enrollment date.

Why did my customer's loyalty points disappear, and how can they be earned again?

Loyalty points may disappear or show as zero if they have expired due to inactivity—typically when the customer has not made any qualifying purchases within the program’s specified timeframe. Once points expire, they usually cannot be restored. However, the customer can begin earning points again by making qualifying purchases, which will accrue points according to the program’s standard rules.