This is the sector where the support agent can manage offers to guests. Usually the operation assign an offer to a guest when they have any issue and the franchisee want to reduce the frustration.
How to assign an offer to a guest
After select the user using the right search bar, click on the Offer section on the left menu.
To assign an offer, click on “Assign Offers” button. You will receive a popup window. From there, select:
An Offer Template: Any offer you want to assign to a guest. I can only assign one offer ar a time. If you want to assign more than one offer, repeat the entire process.
To configure a new offer on this field you need to register a new offer in the CMS tool following this process:
Offer Templates (Order Level Content > Loyalty > Incentives > Offers > Offers Template) need to be created and set Template Type as Support Offer to be available on Support Tool.
A reason: one of the following options needs to be selected:
Add a comment: You can also add in an optional comment.
You will now see the personalized support offer on the list. The guest also be able to see the assigned support offer in their Offers List in the mobile app.
Note: All assigned support offers will be defaulted to expire in 6 months. You will not be able to adjust the expiry from the support tool.
How to search for an offer previously been assigned to the guest
Here you will be able to see a history of loyalty offers for the user. On the left side it is possible to filter the results using different search fields. On the right side the screen display the search result of all offers.
An ‘Assigned Offer’ is an offer that has previously been assigned to the user. A ‘Redeemed Offer' is where you will see the support offers that the user has previously redeemed.
