Tiers
Tiers define the status levels of your loyalty program and the benefits associated with each. Tier assignment is calculated automatically based on configured thresholds.
A tier is a level in a hierarchy model that gives customers progressively different rewards and advantages based on their engagement with the brand. You can run as many tier systems simultaneously as your business requires, each driven by a different Calculated Attribute (spend, purchase frequency, points balance, or any other numeric value the platform tracks).
Tier systems can be based on:
- Total spend in a given period
- Frequency of purchases
- Quantity of purchases in a product category
- Points balance
- Any numeric Calculated Attribute (if the platform has the data, a tier system can be built on it)
Use Cases
| Use Case |
|---|
| → Create a Bronze / Silver / Gold / Platinum tier structure driven by annual spend — the platform auto-promotes customers as they cross thresholds. |
| → Give Gold customers access to exclusive rewards, campaigns, or benefits that lower tiers cannot access. |
| → Restrict access to premium rewards (e.g., VIP experiences) to customers in the highest tier. |
| → Show customers a progress bar in your app indicating how much more they need to spend to reach the next tier level. |
| → Run a second tier system based on points balance in parallel with a spend-based one. |
How It Works
- You define a tier system, the Calculated Attribute that drives it, and the countries where it applies.
- As customers transact, their cumulative metric is updated in real time.
- When a customer crosses a tier threshold, they are automatically promoted to the next tier.
- Tier levels become available as conditions for personalization, rewards, and loyalty mechanics.
- Expiration options define how long a customer keeps the tier after winning it.
Configuration
Primary Owner App path: Customers → Tiers.
Before creating a tier system, make sure the numeric Calculated Attribute that drives the tier already exists. The tier page references that attribute; it does not define the calculation itself.
Creating a Tier System
Go to Customers → Tiers and click Create new tier. Fill in the following fields:
| Field | Description |
|---|---|
| Name | Display name for the tier system (e.g., "Annual Spend Tiers") |
| Description | Brief description of the tier's purpose |
| Active | Tick to activate the system; uncheck to deactivate it without deleting |
| Countries | Countries where this tier system is visible. Customers are segmented by registration location. |
| Customer Attribute | The Calculated Attribute that drives rank assignment. Only numeric attributes are eligible. |
After selecting a Calculated Attribute, the platform displays:
- Period: The data time window used for the attribute calculation.
- Frequency: How often the tier recalculates (matches the attribute's recalculation schedule).
Expiration Options
Tier expiration protects a customer's status for a defined period regardless of subsequent behavior. A customer can move up tiers during the protection window, but they cannot drop below the tier they earned until it expires.
| Option | Description |
|---|---|
| Days after winning | Tier expires exactly N days after being reached |
| Months after winning | Expires N calendar months after the date the tier was won. If the last day is impossible (e.g., Feb 30), it shifts to the first day of the next month. |
| Natural Months after winning | Expires at the end of the Nth month after winning (e.g., won July 3 + 2 months = expires September 30) |
| At end of calculation window | Expires on the last date of the current calculation period |
| At end of next calculation window | Expires on the last date of the next calculation period |
The last two options only appear when the attribute's calculation period is a closed window (e.g., "Current month"). They are hidden for relative windows like "Last 15 days."
Tier Levels
After configuring expiration, define the levels (ranks) within the system. Click Add tier for each level.
| Field | Description |
|---|---|
| Name | Display name of the level (e.g., Bronze, Silver, Gold) |
| Threshold | The attribute value the customer must reach to enter this level |
Tier levels are cumulative and consecutive starting from 1. A customer moves up when their attribute value crosses the next threshold. Level numbering is always sequential within each tier system.
Click Save to activate. The tier system becomes immediately available for use in points campaigns and reward configurations.
Tier-Based Benefits
Once a tier system is configured, the customer's current tier can be used to differentiate loyalty mechanics, rewards, and personalized delivery.
Tier-Specific Points Campaigns
In Loyalty and Promotional engine → Points & Wallet, add a tier condition to any points campaign. The campaign only fires for customers whose current tier matches the configured level.
Example: You want Gold customers to receive a special points campaign while Silver and Bronze customers follow the standard campaign. Create separate points campaigns scoped to the relevant tier levels. Each time a cart occurs, the engine checks the customer's tier and fires the matching campaign automatically.
Tier conditions work on any supported trigger: carts, birthdays, custom events, challenges, and more.
Tier-Specific Rewards
When creating a reward in the Owner App, select the minimum tier level required for redemption. The Streaming API's reward list endpoint sets can_redeem: false for customers below the required tier — your app can surface the requirement without exposing the reward as redeemable.
Tier Progress Bar
To give customers real-time visibility into their progress toward the next tier level, use the customers/{id}/tiers Streaming API endpoint. The endpoint returns all tier systems available in the customer's country.
A customer can participate in multiple tier systems simultaneously (e.g., one based on annual spend, another based on points balance). The endpoint returns all active systems in the customer's registered country.
Key response fields for building a progress bar:
| Field | Description |
|---|---|
attribute_value | Customer's current value for the attribute that drives this tier |
current_level | Numeric level number currently held |
current_level_name | Display name of the current level (e.g., "Silver") |
won_at | Datetime when the current level was reached |
expires_at | When the current level expires (UTC). Not present if the tier has never been won. |
to_reach_next_level_value | How much more the customer needs to reach the next level |
to_reach_next_level_name | Name of the next level to reach |
structure | Array of all levels with their number, name, and threshold |