All use cases

Upsell & Cross-sell

Loyalty-program engagement and reward nudges

A member is one stay short of the next tier and a stack of points is about to expire — the agent has the conversation that turns both into another purchase.

Get aheadNext best thingTime-based triggerBehavioral triggerChatPushEmailE-commerce & RetailTravelFintech

What it does

Loyalty programs accumulate value that members never use: points that quietly expire, a tier sitting just out of reach, a reward that lapses unredeemed. That stranded value is the program's clearest signal of intent, and most brands act on it with the same monthly email everyone gets. The agent runs an ongoing loyalty conversation instead — redeem these points now, one more purchase reaches the next tier, here is an offer matched to what you actually buy — turning the loyalty economy into incremental purchases and bookings rather than a balance that decays.

How it works

  1. 1
    Trigger. a loyalty-economy event fires — points crossing an expiry window, a member within reach of the next tier, or a reward about to lapse.
  2. 2
    Decision. the agent reads the member's memory (tier, balance, recent purchases, what they redeemed before) and decides whether there is a genuinely useful move to suggest; a judge gates the message so a member with nothing worth nudging hears nothing.
  3. 3
    Action. a short push or chat message frames the specific move — "redeem before these expire", "one more booking to the next tier", a matched offer — with a one-tap path to act; email is the fallback for members not reachable in-app.
  4. 4
    Follow-through. the redemption or purchase is written back to memory and resets the cadence; if the member acts before the send (the points get used, the tier is reached), the stale nudge is cancelled. Points and tier state stay in the brand's own loyalty platform — the agent reads it and guides, it never adjusts balances itself.
Example
AgentYou've got 4,200 points set to expire at the end of the month — enough to cover most of a weekend booking. Want me to show you where they'd go furthest right now?
CustomerWhat can I actually get for that?
AgentHere are three stays your points fully or mostly cover this season. Pick one and I'll hold it while you decide — the points come off in your account at checkout.

Configuration

How the agent is wired for this use case.

Triggera points_expiring, tier_threshold_near, or reward_lapsing event from the loyalty platform, with the member reference and current balance.
Tools & actions
  • Loyalty platform · read points balance, tier, expiry windows, and reward catalog; surface eligible redemptions
  • CRM / customer profile · read purchase and redemption history; log the nudge and the response
  • Offers / promotions service · pull a matched offer or the redemption options for the member's balance
  • Customer memory · read prior redemptions and ignored nudges; write back the outcome and reset cadence
  • Messaging channel · send the reward nudge and render the redemption options
Autonomymessage selection, timing, and the redemption options run unattended under judge gating and frequency caps; the redemption or booking is completed in the brand's own loyalty and checkout flow. The agent reads and guides only — it never adjusts a points balance or tier itself.
Channelschat · push · email
Escalationa disputed balance, a points-adjustment request, or a service complaint hands off to a human with the member's loyalty context attached.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

loyalty-economy events — points expiry, tier-proximity, reward-lapse — emitted by the loyalty platform

Data

points balance and tier, reward catalog and eligibility, purchase and redemption history, consent state, customer memory of past nudges

Guardrails

judge gating on every unprompted message so a member with no worthwhile move is left alone; frequency caps and quiet-period rules; consent and regional marketing limits; the brand keeps owning the loyalty platform and the send channels

Metrics it moves

  • attach-rateup, as expiring points and tier-proximity convert into the next purchase or booking
  • ltvup, because active redemption and tier progress deepen the loyalty relationship over time
  • reactivation-rateup, since a lapsing reward is a reason to re-open a member who had gone quiet

Related use cases

Engage / Lifecycle

Lifecycle-moment outreach

birthdays, milestones, and VIP bonuses as conversation triggers

Engage / Lifecycle

Memory-segmented lifecycle marketing

segment-built campaigns versus the loyalty-state trigger here

Retain / Save

Annual membership renewal save

the renewal-moment save for paid memberships

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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