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Creating an Offer

Offers are a powerful tool that enables operators to increase guest engagement by providing them with a discount on their orders. This article provides an in-depth, step-by-step guide to creating a new offer.

 

Contents

1. What Section

2. When Section

3. Who Section

 

  1. Navigate to the Marketing section of the Incentivio admin portal, and select Offers.
  2. Click on the + New Offer
  3. The Create Offer template is divided into three sections: What, When, and Who. Each section must be completed to set what is being discounted, when it will be sent out, and to who it will be sent.

What Section:

  1. Select a Program and Campaign for this offer to live within.
    For more information on creating a Program or Campaign, please refer to this article: Creating Programs and Campaigns
  2. Enter the internal title for this offer. Customers will not see this.
  3. For customers using an integrated point-of-sale, such as Toast and Revel, enter the external ID of the corresponding discount in the External ID. For clients with multiple locations, it may be necessary to select the Per Store option and enter each location’s unique external discount ID. This field can also be used to target discounts that are only redeemable at specific locations.
    1. If you are using Toast, please view this article: Creating Toast Discounts (External IDs)
    2. If you are using Revel, please view this article: Creating Revel Discounts (External IDs)
    3. For all other POS, please contact support@incentivio.com with any questions regarding external IDs.
    Note: The discount in the POS must match the discount type in Incentivio. For example, if the discount is 10% off of the entire check, then the external discount must also target the check level, not the item level.
  4. If this offer should always be available in customer inboxes (such as tiered loyalty offers), enable the checkbox next to Offer is Always Available.
    Here is a helpful guide that explains Always Available Offers: Always Available Offers
  5. Select + Add Reward to set the discount type, amount, and target, as well as qualifying items.
    For Toast, Square, and digital-only customers, please only select Online & In-App. It is not necessary to select In-Store and will cause customers to receive an error when trying to use their discount if this field is selected.
    2. For Revel customers, please refer to this guide for setting up in-store discounts: Setting Up In-Store Offers - RevelScreen_Shot_2022-09-28_at_12.29.31_PM.png
  6. Select either Amount or Percentage for discount type. Amount will provide a fixed dollar amount off of an order or product, while percentage will provide a fixed percent off. Enter the dollar amount or percentage.
  7. Select whether this discount will target the entire Order or specific Product(s). If this discount is targeting the entire Order, move on to step 9. 
    If Product is selected, you must then select which products are eligible to receive this discount.
    1. To select targeted products, first select whether this discount will apply to a specific Menu, Group, or Item. Menu or Group can be selected if you would like to target a specific section of our menu for a discount (ex: all items from the Appetizers group,) while Item will be more granular.
    2. Use the search bar to find the item(s) that should be included in the discount and add them to the list of discounted products.
    3. By default, Exclude Modifier Items will be checked off. However, this can be unchecked to include modifiers in the discount. If the discount is targeting modifiers specifically, the Exclude Main Items box can also be checked off to prevent any main (catalog) items from being included.
    Please note: Excluding modifiers ⁠⁠⁠⁠⁠⁠⁠does not prevent priced modifiers from being discounted. It allows operators to target offers better when main items and modifiers have the same name but does not prevent modifiers on main items from being discounted.
    Screen_Shot_2022-09-28_at_12.27.31_PM.png
  8. Select whether this discount Has Qualifying Products. Qualifying products are products that must be included in the order to receive this discount.Screen_Shot_2022-09-28_at_12.25.36_PM.png
  9. Save the changes made on this screen.
  10. Finally, select + Add Display Content to edit the content that customers will be able to see in their inbox.Select the language this content will be displayed in. Then, enter the Display Title, Short Description (above the image), Long Description (below the image), and attach both a Small Image and a Medium Image. Use the available preview to visualize how this content will display to customers.Note: All images should be below 100KB in size to prevent delays in loading. Images over 400KB cannot be added and attempting to add them will display an error.Screen_Shot_2022-09-28_at_3.48.58_PM.png

When Section:

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  1. For Distribution Mode, select whether this offer will distribute automatically (Auto) to qualifying customers OR after they have completed an Activity.For more information about Activity-based distributions, please refer to this article: Activity Types
  2. For Channels, select how customers should be alerted about this offer. Account will always be selected, as all offers will be available in the in-app/web inbox for qualifying customers. Push notifications are sent to the customer’s phone (if they have push notifications enabled for the app) and Emails will be sent to customers who have opted-in to receive marketing emails.Note: SMS marketing is also available for customers who have set up this feature. Please note that there is a per message charge for each SMS (text message) sent. Contact support@incentivio.com or your Customer Success Manager for more information or to set up SMS marketing for your business.
  3. Redistribution Mode and Distribution Blackout control how often customers can receive this offer.Single Lifetime – Customers can only receive this offer once and cannot receive it again once they have used or deleted it.Single Active – Customers can only have one copy of this offer in their inbox at a time, but can receive another copy after they have used or deleted it.Multiple – Customers can receive multiple copies of this offer in their inbox.Distribution Blackout – Determines how much time must pass before customers can receive another copy of this offer. (For example, if the distribution blackout is set to 30 days, a new copy of this offer cannot be distributed until more than 30 days have passed.)
  4. Select the Start and End dates for the distribution of this offer. This is separate from the redemption Start and End date, as this just controls the dates that new copies of this offer can be sent to customers. Redemption Start and End dates control when this offer can actually be redeemed by customers, and may be different from the Distribution dates.
    There are two Distribution End Date Types:
    1. Static - This is a fixed start and end date. Guests can begin receiving the offer as of the start date, and no new copies will be sent out after the end date.
    2. Never Expire - This offer's distribution will not expire. To stop distributions on an offer set to Never Expire, the Targeting Rule can be updated to "No One (Draft Mode)." This will allow guests who have already received the offer to redeem it through the Redemption End Date, while preventing additional distributions.
  5. Advanced Options provide users with more flexibility to limit or control distribution based on total distribution count, time zone, day of week, and time slots:
    Distribution Count - How many times overall can this offer be sent. Unlimited will send this to all eligible guests without limit, while Fixed Amount is used to limit how many total copies of this offer can be sent.
    Time Zone - The time zone used for offer distribution when setting time slots. This also plays a role in determining offer eligibility when using the Redemption Rule Time of Day. For example, if an offer is redeemable between 2 PM and 4 PM, and is set to PST for the Time Zone, it will consider this based on PST - meaning it would be redeemable between 5 PM and 7 PM EST.
    Day of Week* - The Day or Days of week this offer should be distributed.  By default, all days are selected. If this offer should only distribute on one specific day, unselect all other days except for the day of distribution.
    Time Slots* - The time slots the message will be distributed. By default, three time slots will be selected - 7 AM - 8 AM, 11 AM - 12 PM, and 4 PM - 5 PM. These fall just before the three main meal periods (breakfast, lunch, and dinner), but time slots can be added or removed to further customize when guests will receive this offer.
    In most cases, the Advanced Options do not have to be adjusted, as they have preset options that are applicable for most offers. However, they can absolutely be adjusted to further control this offer's distribution.
    *Day of Week & Time Slots only available for offers with Auto Distribution Mode selected.

Who Section:

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  1. Under the Targeting Rules subsection, there are several options to control who the offer is distributed to. First is Reach, which enables users to target existing customers of specific locations (for multiple location clients), or to target customers who already have an existing purchase history. If this is checked, only customers who have made a purchase attached to their loyalty account (mobile app, web ordering, and/or in-store, if applicable) at the selected location(s) will receive this offer.
  2. Select whether this will target a Custom Rule or a previously created Segment. Custom Rules enable users to set Targeting Rules for this specific offer, whereas Segments are pre-set rules that have been created and can be reused for multiple different communications. If you are using an existing segment, skip to step 21.
    For more information about creating and targeting Segmentsplease refer to this article: Creating a Segment
  3. Next, select the Targeting Rules for this offer. Targeting Rules control who will receive this offer. Targeting Rules can be stacked to target unique segments of the customer base using the Logical Operator AND. Alternatively, this can be changed to OR to allow any guests that meet any one of the listed rules to receive this offer.For example, an offer could be set up to target Average Basket Value >= 50 AND Lifetime Orders >= 5 AND Journey Stage = LOYALIST. In this case, a guest would have to meet all three of these criteria to receive the offer. By changing the Logical Operator to OR, any guest that meets just one of these criteria would receive this offer.
  4. Redemption Rules control who can redeem this offer. We recommend keeping the Redemption Rules more general than the Targeting Rules; this is because offers cannot be redeemed by users who have not received it (based on the Targeting Rules), so it is necessary to ensure that anyone who was targeted with this offer can redeem it without issue.The most commonly used Redemption Rules are Everyone (meaning everyone who received the offer) and Basket Subtotal, which allows users to set a minimum basket value that must be reached before they are eligible to redeem the offer.Like Targeting Rules, Redemption Rules can be stacked, and also follow the Logical Operators AND/OR.
  5. Finally, select the Redemption End Date Types, and the Start and End Dates. The Redemption dates will control when customers can actually redeem this offer, and do not have to match the Targeting start and end dates.
    There are three Redemption End Date Types:
    1. Static - This is a fixed start and end date. Guests can begin redeeming the offer on the start date, and all copies of this offer will expire out of the guest inbox after the redemption end date, preventing any further redemptions.
    2. Dynamic - This creates a dynamic expiration based on when the guest received the offer, allowing it to expire a set number of days/hours/minutes after distribution. This helps to encourage users to redeem the offers in their inbox by setting a rather than letting them sit unused.
    3. Never Expire - This offer's redemption will not expire. To stop redemptions on an offer set to Never Expire, it would have to be deleted.

23. Finally, save the offer! No additional action is needed to begin distributing this offer - once it has saved, it will begin distributing to eligible users at the next available time slot.

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