About Rewards Module

The Rewards Module enables administrators to create comprehensive incentive programs that motivate and reward users for completing specific actions and achieving business objectives. This powerful engagement system allows organizations to design flexible reward programs using either points-based or cash-based incentives, providing tailored recognition pathways that drive partner, customer, and employee behaviors through gamification, automated tracking, and transparent reward distribution.

The Rewards Module transforms traditional recognition programs into dynamic, measurable engagement experiences that adapt to different user types and organizational goals while providing detailed analytics, automated reward distribution, and integrated redemption capabilities that ensure consistent participation and motivation across user communities.

Core Functionality

Reward Program Architecture

Program Types and Currency Options: Administrators can create reward programs using either points-based or cash-based incentives. Points programs operate on a standardized conversion where 100 points equal one unit of any currency (USD, GBP, EUR, etc.). Cash programs utilize currencies established within company preferences, supporting all global currencies except precious metals and Bitcoin.

Program Audience Targeting: Programs can be targeted to specific user groups through comprehensive filtering capabilities using any user entity field including username, account, role, email, department, location, and custom fields. Complex filter logic supports sophisticated audience definitions using AND/OR operators (e.g., "(1 OR 2) AND 3") to ensure rewards reach the intended participants.

Time-Bound Programs: Optional start and end dates enable administrators to create time-sensitive incentive campaigns. When a program reaches its end date, it automatically becomes hidden from users, and all unredeemed points or cash become inaccessible. Three days before point expiration, users receive automated email reminders if the expiration notification setting is enabled. Administrators retain full access to ended program data and historical reports.

Program Ownership: Each reward program is assigned a program manager who receives email notifications about program activities, manages reward claims, and oversees program performance and user engagement.

Reward Activity Types and Assignment

The Rewards Module supports eleven distinct activity types that accommodate diverse organizational objectives:

Automatically Tracked Activities:

• Login: Rewards users for portal authentication
• Content View: Rewards users for viewing specific content
• Course Completion: Rewards users for completing training courses (specific courses or any course)
• Deal Registration: Rewards users for submitting deal registrations (lead creation in CRM)
• Qualified Deal Registration: Rewards users based on qualified opportunities with optional percentage-based calculations from opportunity currency fields
• Idea Submission: Rewards users for submitting ideas
• Event Registration: Rewards users for registering for events
• Classroom Training: Rewards users for attending classroom training sessions

Manual Claim Activities:

• Claimable Activity: Rewards users for completing activities that require manual claim submission with customizable claim forms

Assignment Methods:

• Automatic: System automatically assigns rewards in real-time when tracked activities are completed and conditional logic criteria are met
• Claim Submission: Users manually submit claims through customizable forms for administrator review and approval

Conditional Logic and Targeting

Activity-Level Conditions: Specific activity types support conditional logic to refine reward eligibility:

• Deal Registration
• Qualified Deal Registration
• Course Completion
• Idea Submission
• Event Registration

Conditional logic is configured directly on reward activity records using any comparison operator appropriate to field types, with AND/OR logical operators enabling complex eligibility criteria (e.g., "Course Status = Completed AND Course Score >= 80%").

Frequency Controls: The "How Often" setting determines reward repetition with options including:

• Once: Single reward per user
• Every Time: Unlimited rewards for each qualifying action
• Every Month: Rewards reset on the 1st of each calendar month
• Every Quarter: Rewards reset quarterly
• Every Year: Rewards reset annually
• Custom: Administrator-defined time periods with configurable frequency limits

The Frequency field specifies how many times rewards can be claimed within the time range. For example, "Every Month" with Frequency "3" allows users to earn the reward three times per calendar month, resetting on the 1st.

Customizable Claim Forms

For claimable activities, administrators can design custom claim forms with seven field types:

• Text: Single-line text input
• Long Text: Multi-line text area
• Email: Email address validation
• Date: Date picker
• Checkbox: Boolean selection
• List: Dropdown selection with administrator-defined options (one per line)
• Mandatory Controls: Any field except the final step in a phase can be marked optional

Claim Notes provide instructions to users at the top of claim forms before submission. Users cannot edit claims after submission.

Reward Value Configuration

Fixed Value Rewards: Administrators specify exact point amounts or cash values for most activity types.

Percentage-Based Rewards: For Qualified Deal Registration activities, administrators can select "Percentage Of" as the reward value type and choose any currency field from the CRM opportunity object. The system automatically calculates the reward amount when the opportunity meets conditional logic criteria.

Gamification and Recognition

Gamification Types and Ranking

Custom Gamification Systems: Organizations can create multiple gamification types, each with customized rank names, earnings thresholds, and badge images. Each reward program can be assigned one gamification type, allowing different programs to use different ranking systems simultaneously (e.g., "Partner Levels" for channel programs, "Sales Champions" for employee programs).

Rank Progression: Users advance through gamification ranks automatically as their accumulated points or cash reaches defined thresholds. Rank thresholds can be modified at any time, and all user ranks automatically adjust to reflect new thresholds.

Ranking Period Options: Administrators configure the time window for gamification calculations:

• Last 60 days
• Last 90 days
• Last 180 days
• Last 365 days
• All Time

Changing the ranking period retroactively affects all user ranks and leaderboard positions.

Program-Specific Gamification: When users participate in multiple programs with different gamification types, badges and leaderboard positions are calculated and displayed separately within each program rather than on user profiles.

Default Gamification Type: A default gamification type can be established for all programs, which individual programs can override by selecting a program-specific gamification type.

Leaderboards and Competition

Users can view their ranking compared to peers within each reward program, fostering healthy competition and increasing engagement. Leaderboards update automatically based on the configured ranking period and gamification thresholds.

Administrative Management

Program Configuration and Customization

Display Rules Automation: The "Display Rules Automatically" setting controls user visibility of reward activities. When enabled, users see all active reward activities with their values and conditions. When disabled, users can view the program description, FAQs, and benefits, and access their reward history, but cannot see available activities or earn new rewards. This setting can be toggled on and off, allowing administrators to pause and resume reward earning.

Program Description and Benefits: Rich text editors enable administrators to communicate program details, rules, and benefits to users. The Claim Notes section provides specific guidance for claim submission processes, displayed to users only for claimable activities.

Sequential Phase Progression: Programs can require users to complete activities sequentially or allow flexible completion order based on program design and organizational requirements.

Visual Customization: Program banners, messages, and call-to-action buttons can be customized to align with organizational branding and improve user engagement.

Reward Claim Management

Claim Review Workflow: Program managers and administrators review submitted claims through a dedicated interface with multiple status categories:

• Pending Rewards: Newly submitted claims awaiting review
• Approved Points Rewards: Claims approved for points distribution
• Approved Cash Rewards: Claims approved for cash distribution
• Submitted: Claims in review
• Reimbursed: Points rewards where users have redeemed points
• Payout and Reimbursed Rewards: Cash rewards that have been paid out
• Rejected Rewards: Claims that did not meet approval criteria
• Flagged Cash Rewards: Claims marked by administrators for additional scrutiny or potential fraud investigation
• Expired Rewards: Claims that exceeded claim deadlines or were manually marked as expired

Bulk Actions: Administrators can select multiple claims and perform bulk operations including approve, reject, and mark for review (flagging). When claims are flagged, administrators can add notes to the Reason field explaining why the claim requires scrutiny.

Individual Claim Management: For each claim, administrators can edit reward values before approval, change status, add rejection reasons, and set reimbursement dates. Claims can be deleted, which removes awarded points or cash. Approved rewards can be reversed, automatically deducting points or cash from user balances. However, rewards cannot be reversed if users have already redeemed the points (status is "Reimbursed").

Claim Filtering and Search: Claims can be filtered by user, program, date range, status, and reward activity, with search capabilities for quick claim location.

Audit Trail: Field audit tracking and reward history provide complete visibility into claim status changes, approvals, reversals, and the administrators who performed each action.

Points and Cash Expiration

Global Expiration Settings: Administrators configure point expiration policies that apply to all reward programs:

• Never Expires: Points remain available indefinitely
• Quarterly - CY: Points expire on the last day of each calendar year quarter at midnight
• Semiannually - CY: Points expire on the last day of each calendar half-year at midnight
• Annually - CY: Points expire on December 31st at midnight

Expiration settings apply to new reward claims and may apply to existing approved claims that have not been reimbursed. When points expire, they are forfeited and no longer available to users. The system sends expiration reminder emails three days before expiration when enabled.

Terms and Conditions

Mandatory Agreement: Administrators can require users to accept reward program terms and conditions before enrollment. This is a global setting affecting all reward programs. Once users accept terms and conditions, they are automatically enrolled in all programs where they match the program audience criteria.

Automatic Enrollment: When the terms agreement requirement is disabled, all users matching program audience criteria automatically receive rewards for completed activities, regardless of explicit program enrollment.

Rich Text Terms: Terms and conditions are configured using a rich text editor, enabling formatted legal language, bullet points, and clear presentation of program rules.

Associated FAQ: Administrators can link a published FAQ to reward settings, providing users with quick access to common questions about the rewards program.

Email Notifications and Communication

Claim-Based Reward Emails: Four email templates manage the claim lifecycle:

• Claim Submitted Email: Confirmation sent to users when claims are submitted
• Claim Approved Email: Notification sent when claims are approved
• Claim Rejected Email: Notification sent when claims are rejected with reason
• Claim Reimbursed Email: Notification sent when cash rewards are reimbursed

All email templates support merge fields and tokens for personalization using user and claim data.

Expiration Notifications: When enabled, the system automatically sends email reminders to users with unredeemed points three days before expiration dates.

Program Cloning and Replication

Program-Level Cloning: Entire reward programs can be cloned, copying all program settings, reward activities, claim forms, and conditional logic. This accelerates program creation for similar initiatives or periodic campaigns.

Activity-Level Cloning: Individual reward activities can be cloned within or across programs, duplicating all activity settings, claim form fields, and conditional logic configurations.

Integration with Redemption Module

The Rewards Module integrates seamlessly with the Redemption Module to enable point-to-gift-card conversion through the Tango Card service. Administrators configure redemption settings to determine whether point redemption is disabled, enabled through gift card redemption, or managed through a custom redemption application URL.

When gift card redemption is enabled, users can convert accumulated points into gift cards from major brands across multiple countries. The redemption process includes:

• Country and gift card selection from administrator-configured options
• Denomination or custom amount selection based on gift card type
• Minimum and maximum redemption value enforcement
• Immediate gift card email delivery with redemption codes

Access to the redemption functionality can be controlled by security role, ensuring only authorized users can redeem accumulated points.

Learn more:About the Redemption Module | Configuring the Redemption Module

User Experience

User Rewards Dashboard

Users access their rewards information through a dedicated "My Rewards" page where they can:

• View accumulated points or cash balances for each enrolled program
• See their gamification rank and badge within each program
• Access leaderboards showing their position relative to peers
• Review available reward activities with values and conditions
• Submit claims for claimable activities
• View reward history filtered by status and reward type

Reward History Details: Each reward displays:

• Activity name
• Reward Type (Points or Cash)
• Value earned
• Status (Pending, Approved, Rejected, etc.)
• Created On date

Users view each reward program separately, with program-specific reward histories and gamification ranks.

Claiming Process

For claimable activities, users click to claim rewards and immediately see the custom claim form with configured fields and claim notes. After submission, claims cannot be edited and enter the pending review status. Users receive email notifications at each stage of the claim review process.

Automatic Rewards

For automatically tracked activities, users receive rewards in real-time when activities are completed and conditional logic criteria are met. No manual claim submission is required, and points or cash are immediately added to user balances. Users can view automatically assigned rewards in their reward history.

Journey Builder Integration

The Rewards Module integrates with the Journey Builder Module to automatically reward users for completing journeys. When users complete any journey, they automatically receive configured rewards. Currently, the system rewards all journey completions without conditional logic to specify particular journeys (this capability may be added in future releases).

Additional journey steps that trigger rewards include:

• Course completion steps within journeys
• Deal registration steps within journeys
• Other journey step types that align with reward activity types

Learn more:About Journey Builder

Best Practices and Recommendations

Program Design Strategy

Clear Value Proposition: Communicate the benefits and outcomes of program participation to encourage user engagement and maintain motivation throughout the reward earning process. Use the Program Description field to articulate how rewards align with user goals and organizational objectives.

Appropriate Activity Selection: Choose activity types that align with desired user behaviors and business objectives. Automatic activities reduce administrative overhead, while claimable activities enable reward distribution for behaviors that cannot be automatically tracked.

Realistic Frequency Settings: Configure "How Often" and Frequency settings to balance reward generosity with program sustainability. Too frequent rewards may diminish perceived value, while too restrictive settings may discourage participation.

Strategic Gamification: Design gamification ranks with achievable thresholds that provide regular advancement opportunities. Consider user skill levels and typical activity completion rates when establishing rank progression.

Conditional Logic Implementation

Precise Targeting: Use conditional logic to ensure rewards are distributed only when specific quality criteria are met (e.g., course scores above thresholds, deal sizes within ranges, specific event types).

Testing and Validation: Test conditional logic with sample scenarios before activating programs to ensure rewards are distributed as intended and edge cases are handled appropriately.

Documentation for Users: When conditional logic significantly impacts reward eligibility, clearly communicate these requirements in the Program Description and Claim Notes so users understand what qualifies for rewards.

Claim Form Optimization

Minimal Required Fields: Request only essential information in claim forms to reduce friction and increase claim submission rates. Every additional field increases abandonment risk.

Clear Instructions: Use the Claim Notes field to provide specific guidance on claim submission requirements, documentation needs, and approval criteria.

Mandatory Field Strategy: Mark fields as mandatory only when information is absolutely required for claim validation. Provide helpful placeholder text and field descriptions.

Program Communication and Engagement

Regular Updates: Keep users informed about program performance, leaderboard standings, new reward opportunities, and upcoming expiration dates through email campaigns and portal announcements.

Success Recognition: Highlight top performers and recent reward recipients to demonstrate program value and encourage broader participation.

Feedback Collection: Regularly solicit user feedback about reward program structure, activity types, and redemption options to ensure continued alignment with user preferences and organizational goals.

Administrative Management

Consistent Review Cadence: Establish regular schedules for reviewing pending claims to ensure timely reward distribution and maintain user trust in program administration.

Audit Trails: Regularly review claim histories and status changes to identify potential fraud patterns, process improvements, or program adjustments needed.

Expiration Management: Monitor point expiration schedules and proactively communicate with users who have significant unredeemed balances approaching expiration dates.

Funding for Redemption: If gift card redemption is enabled, maintain adequate Tango Card account balances to prevent redemption delays. Enable low funding reminders to receive alerts when balances drop below thresholds.

Program Performance Monitoring

Analytics Review: Regularly analyze program participation rates, activity completion patterns, claim approval rates, and redemption behaviors to identify optimization opportunities.

Threshold Adjustments: Monitor how quickly users advance through gamification ranks and adjust thresholds if progression is too rapid or too slow for desired engagement levels.

Activity Value Calibration: Review whether reward values appropriately incentivize desired behaviors and adjust values based on participation rates and budget considerations.

Troubleshooting Tips

Issue: Users cannot see reward activities in an active program
Solution: Verify that "Display Rules Automatically" is enabled in the Program Description tab. If disabled, users can see the program but not available activities.

Issue: Users are not receiving automatic rewards for completed activities
Solution: Check that the Activity Type assignment method is set to "Automatic" rather than "Claim Submission." Verify that conditional logic criteria are configured correctly and that users actually meet the conditions. Review the "How Often" and Frequency settings to ensure users have not exceeded earning limits for the time period.

Issue: Claims show as expired even though the program is still active
Solution: Review the global point expiration settings. If set to Quarterly, Semiannually, or Annually, approved points expire at the end of the calendar period even if the program remains active. Consider changing to "Never Expires" if point expiration is not desired.

Issue: Users cannot redeem accumulated points
Solution: Verify that point redemption is enabled in Reward Program General Settings and that "Use Gift Card Redemption" is selected. Check that the user's security role has access to redemption in the Redemption Module Access Control settings. Ensure the Tango Card account has adequate funding.

Issue: Gamification ranks are not updating correctly
Solution: Verify that the gamification type thresholds are configured correctly and that the Ranking Period includes the timeframe when users earned points. Remember that ranking period changes retroactively affect all user ranks.

Issue: Conditional logic is not working as expected
Solution: Review the field types and comparison operators used in conditional logic. Ensure that the AND/OR logical operators are structured correctly for the desired conditions. Test with known scenarios to validate that the logic produces expected results.

Issue: Program ends but administrators need to honor unredeemed points
Solution: Before the end date arrives, extend the program end date or remove the end date entirely. Once a program ends, unredeemed points become inaccessible to users. Consider sending reminder communications before end dates to encourage redemption.

Issue: Users enrolled in wrong programs
Solution: Review the Program Audience filters and filter logic to ensure only intended users match the criteria. Remember that when terms and conditions acceptance is not required, all matching users automatically receive rewards regardless of explicit enrollment.

Issue: Claim forms are not collecting needed information
Solution: Edit the Reward Activity and navigate to the Claim Form tab to add additional fields, adjust field types, or modify mandatory settings. Remember that users cannot edit submitted claims, so collect all needed information upfront.

Issue: Approved rewards need to be reversed
Solution: Use the Edit option on individual reward claims to change status. The system will automatically deduct points or cash from user balances. Note that rewards cannot be reversed if the status is "Reimbursed" (user has already redeemed points).

Rewards Module Overview

Reward Module Checklist >>