Loyalty engine
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A loyalty engine is the tenant-configured points layer that credits and debits a contact's loyalty balance as campaigns execute. In Orbit it accrues points from a CDP contact's behavioural events and redeems them through the incentive fulfillment surface, which settles payouts via the Incentive endpoint. It is distinct from the NPS survey metric that shares the word 'loyalty'.
More detail
The accrual side is a pure, deterministic points/tier engine (the accrual service the dashboard surface serves): behavioural events earn points per the program's rules, redemptions burn them, and a contact's balance and tier are a projection over the CDP event stream — event-sourced, with no separate loyalty table to migrate. FIFO expiry applies: each earn is a lot that expires after a configured window, redemptions consume the oldest live lots first, and tier follows lifetime earned points, so spending the balance never demotes the member.
The settlement side is the incentive ledger and fulfillment surface: incentives (a support credit, a win-back reward, a one-off promo) are issued, listed, redeemed, and voided as an append-only event ledger whose current state is folded on read, again with no schema migration. Fulfillment is the tenant-owned settlement step that disburses the reward via the Incentive endpoint.
Ownership follows the compliance convention: the tenant authors the accrual rules and the payout policy (earn rules, expiry windows, tier ladders), and the platform executes them. The engine intentionally differs from the internal agent-gamification leaderboard, which scores QA/queue agents rather than end customers — segment-targeting vocabulary for the former stops at the CDP contacts it scores.
Sık sorulan sorular
- How is the loyalty engine different from the agent gamification leaderboard?
- The gamification leaderboard scores internal QA/queue agents onto an internal ranking. The loyalty engine scores the tenant's end customers — CDP contacts — into a points balance and membership tier that segments and journeys act on. The two never share a balance.
- How does the incentive-fulfillment (payout) step settle a redemption?
- Incentive fulfillment is the tenant-owned settlement step: an incentive is issued as an event-ledger snapshot, then redeemed or voided by appending the matching event, and the current state is a projection folded over that stream on read. Disbursement runs via the Incentive endpoint, so the payout record stays auditable without a new table.
- Where do I configure the accrual rules?
- In the dashboard under Audience → Loyalty: earn rules, expiry windows, and the tier ladder are tenant-authored program configuration; the Loyalty API accepts a per-request program override so an operator can preview a tuned program before adopting it.
- Why does the docs section L define loyalty only as the NPS metric?
- The docs glossary carried 'loyalty' only in the Net Promoter Score survey-metric sense until this entry shipped. The points-accrual surface was a content gap; this term is its canonical definition.
See also
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