Configuring Reward Program General Settings

Administrators can configure the global settings and Terms and Conditions for portal reward programs. Gamification settings are also configurable to encourage the program experience. A reward expiration period is available to limit reward redemption to within the program's time frame. These settings establish the foundational framework that governs all reward programs within the organization.

Requirements

To configure Reward Program Settings, users must be assigned a security role with one of the following permissions:

Administrator System Role
Additional Settings: Access Rewards Enabled

Before You Begin

Before configuring reward program general settings, consider the following:

Determine whether gamification will enhance user engagement for your programs
Decide on appropriate point expiration policies based on redemption timelines
Choose the point redemption method (gift cards, custom app, or disabled)
Draft comprehensive terms and conditions that address program rules and policies
Prepare email templates for claim lifecycle notifications
Identify who should receive internal notifications about reward activities

To configure reward program settings:

In the Setup Home page, click Create > Rewards.
Click Settings.
Configure the following settings:

Gamification Settings

Gamification transforms reward programs into competitive, engaging experiences through ranks, badges, and leaderboards that recognize user achievements and foster healthy competition.

Enable Gamification

Check the checkbox to enable gamification for reward programs
When enabled, users can progress through rank levels, earn badges, and view leaderboard standings
When disabled, users earn rewards without gamification elements
Gamification increases engagement by adding progression systems and social comparison

Ranking Period

Select the time limit of the points/cash used to calculate the gamification rank:
- Last 60 days: Ranks based on rewards earned in the previous 60 days
- Last 90 days: Ranks based on rewards earned in the previous 90 days
- Last 180 days: Ranks based on rewards earned in the previous 180 days
- Last 365 days: Ranks based on rewards earned in the previous 365 days
- All Time: Ranks based on all rewards earned since program inception
Shorter periods create dynamic leaderboards that reflect recent performance
Longer periods reward sustained engagement and long-term participation
Changing the ranking period retroactively affects all existing user ranks
Rolling periods automatically update rankings as time progresses

Default Gamification Type

Select the default ranking system for your reward programs
The default gamification type is applied to all programs unless a program-specific type is selected
Multiple gamification types can be created to support different program themes
Each program can override the default by selecting a program-specific gamification type
To create and manage gamification types, click Click to manage your gamifications levels

Click to manage your gamifications levels

This link navigates to the Reward Gamification Types management interface
Use this interface to create custom gamification systems with unique rank names, thresholds, and badges
See Configuring Gamification Levels for detailed instructions

Point Rewards Settings

Point reward settings control expiration policies and redemption methods for all points-based reward programs.

Reward Expiration Period

Select the time limit within which point rewards must be redeemed before expiration:
- -- Never Expires --: Points remain available indefinitely until redeemed
- Quarterly - CY: Points expire on the last day of each calendar year quarter at midnight (March 31, June 30, September 30, December 31)
- Semiannually - CY: Points expire on the last day of each calendar half-year at midnight (June 30, December 31)
- Annually - CY: Points expire on December 31st at midnight
"CY" indicates Calendar Year-based expiration
Determines if accumulated point rewards should expire within a period of time if not redeemed
Changes to this setting apply to new reward claims and may apply to existing reward claims that are not reimbursed yet
When points expire, they are forfeited and no longer available to users
Consider redemption timelines and user behavior when selecting expiration periods
Balance urgency (encouraging redemption) with user experience (providing adequate time)

Enable Points Expiration Email Reminder

Check this checkbox to send automatic email reminders to users with unredeemed points approaching expiration
When enabled, the system sends reminders three days prior to expiration
Reminders include information about current point balances, expiration dates, and redemption instructions
Helps prevent point forfeiture by alerting users to take action
Only applies when Reward Expiration Period is set to a time-limited option (not "Never Expires")

Point Redemption

Select how users will redeem accumulated points:
- Point Redemption Disabled: Points serve as recognition only and cannot be converted to tangible rewards
- Use Gift Card Redemption: Enable integration with Tango Card service for gift card conversion
- Use a Custom Redemption App: Integrate with a proprietary or third-party redemption system

Custom Point Redemption App URL(appears only when "Use a Custom Redemption App" is selected)

Enter the URL of the custom redemption application
This integration requires coordination with Magentrix support to ensure proper point deduction after redemption
Contact support@magentrix.com for assistance with custom redemption app integration
Users will be directed to this URL when initiating point redemption
The custom app must handle authentication, point balance verification, and redemption fulfillment

Terms and Conditions

Terms and conditions establish the legal framework, rules, and policies governing reward program participation.

Terms and Conditions

Enter the terms and conditions of the reward program using the rich text editor
Include important information such as:
- Eligibility requirements for program participation
- Rules for earning rewards and qualifying activities
- Reward distribution policies and approval processes
- Point expiration terms and redemption procedures
- Prohibited behaviors and consequences
- Program modification and termination rights
- Privacy policies and data usage
- Dispute resolution procedures
- Limitations of liability
Use clear, readable language with proper formatting (headings, bullets, numbered lists)
Consider legal review of terms and conditions before deployment
Update terms whenever program policies change

Users must agree with terms and conditions

Check this checkbox to require users to explicitly accept terms before enrolling in reward programs
When enabled:
- Users must agree with terms and conditions before they can participate in any reward program
- Terms acceptance is a global setting affecting all reward programs
- Once users accept, they are automatically enrolled in all programs where they match the program audience criteria
- Users who have not accepted terms cannot earn rewards or submit claims
When disabled:
- All users matching program audience criteria automatically receive rewards when they complete qualifying activities
- No explicit enrollment or terms acceptance is required
- Users participate in programs passively based on audience targeting
Enable this setting when legal compliance requires explicit consent
Disable this setting for simplified, automatic participation without enrollment barriers

Rewards FAQ

Optionally select a published FAQ to display to users
The FAQ should address common questions about:
- How to earn rewards and complete activities
- Claim submission and approval processes
- Point expiration and redemption procedures
- Program rules and eligibility requirements
- Technical support and assistance
- Contact information for program questions
Create the FAQ content in the FAQs module before selecting it here
Ensure the selected FAQ is published and accessible to target users
Update the FAQ regularly based on recurring user questions

Claim-based Rewards - Email Settings

Email templates manage communication throughout the claim submission and approval lifecycle.

Claim Submitted Email Template

Select an email template to send confirmation emails to users when they submit claims for approval
This email acknowledges receipt of the claim and sets expectations for review timeframe
Use merge fields/tokens to personalize with:
- User name
- Claim details (activity name, requested reward value)
- Submission date and time
- Expected review timeline
- Program name
Create templates in the Email Templates module before selecting them here

Claim Approved Email Template

Select an email template to notify users when their claims are approved
This email confirms approval and communicates reward distribution
Include information such as:
- Congratulations message
- Approved reward amount (points or cash)
- New total balance
- Next steps (e.g., how to redeem points)
- Gamification rank changes if applicable
Use personalization tokens to include claim-specific details

Claim Rejected Email Template

Select an email template to notify users when their claims are rejected
This email should explain rejection reasons and provide guidance for future submissions
Include:
- Specific reason for rejection
- What documentation or criteria was missing
- How to submit successful claims in the future
- Contact information for questions
- Encouragement to continue participating
Professional, helpful tone maintains user engagement despite rejection

Claim Reimbursed Email Template

Select an email template to notify users that their cash rewards have been reimbursed
This email confirms payout completion
Include information such as:
- Confirmation of reimbursement processing
- Reimbursement amount
- Payment method or next steps
- Transaction reference number if applicable
Note: This template applies only to cash-based reward programs

Email Template Best Practices:

Create clear, professional templates with consistent branding
Use subject lines that clearly indicate email purpose
Include all relevant information users need to take action
Leverage merge fields for personalization
Test templates before program launch to verify content and formatting
Ensure templates render correctly across email clients
Include contact information for questions or issues

To save reward program settings:

Click Save after configuring all desired settings.

Important notes:

Changes to global settings affect all existing and future reward programs
Expiration period changes apply to new claims and may affect existing approved claims
Gamification ranking period changes retroactively affect all user ranks
Terms and conditions changes do not require existing users to re-accept unless explicitly requested
Email template changes apply immediately to all future notifications

Managing Settings Over Time

Regular Reviews:

Review settings quarterly to ensure alignment with organizational objectives
Analyze expiration rates to determine if expiration periods are appropriate
Monitor redemption behaviors to assess if redemption methods meet user needs
Gather user feedback about terms clarity and fairness

Updating Terms and Conditions:

When making significant program changes, update terms and conditions accordingly
Consider versioning terms and documenting change history
Communicate important terms changes to active program participants
For major changes, consider requiring re-acceptance from existing users

Email Template Optimization:

Monitor email open rates and click-through rates
Test different subject lines and content approaches
Update templates based on recurring user questions
Ensure templates remain current with program policies

Gamification Adjustments:

Monitor rank progression rates and user feedback
Adjust ranking periods if ranks change too quickly or too slowly
Consider seasonal ranking periods for time-bound campaigns
Evaluate whether default gamification type aligns with organizational culture

Best Practices and Recommendations

Strategic Expiration Policies: Select expiration periods that balance redemption urgency with user convenience. Too short (Quarterly) may frustrate users who cannot redeem quickly enough. Too long (Never Expires) may reduce redemption urgency and engagement. Semiannually or Annually often provides optimal balance for most organizations.

Clear Terms and Conditions: Write terms in plain language that users can understand without legal expertise. Use formatting (headings, bullets, short paragraphs) to improve readability. Highlight key policies that affect user experience such as expiration, earning limits, and redemption procedures.

Thoughtful Gamification Configuration: Enable gamification when competitive elements and social comparison will enhance engagement. Disable gamification for programs where recognition is personal rather than competitive. Choose ranking periods that create dynamic leaderboards while rewarding sustained performance.

Comprehensive FAQ Development: Create FAQs that anticipate user questions before they arise. Organize FAQs by topic (earning, claiming, redeeming, troubleshooting). Update FAQs based on actual support inquiries and user feedback. Include screenshots or examples to illustrate complex processes.

Effective Email Communication: Design email templates that are clear, concise, and action-oriented. Use consistent branding and tone across all templates. Include specific details users need (amounts, dates, reasons) rather than generic messages. Test email deliverability and rendering across email clients.

Pilot Testing: Before organization-wide deployment, test all settings with a small pilot group. Validate that expiration notifications are sent as expected. Verify that email templates contain correct merge field values. Confirm that terms and conditions are clear and comprehensive.

Documentation and Training: Document settings decisions and rationale for future reference. Train program managers on how settings affect program behavior. Create internal guides for when and how to modify settings. Maintain change logs for settings modifications.

Troubleshooting Tips

Issue: Users are not receiving claim notification emails
Solution: Verify that email templates are selected in the Claim-based Rewards Email Settings section. Check that selected templates are published and active. Confirm that user email addresses are valid. Review email delivery logs for bounce or spam filter issues. Test email sending with sample claims.

Issue: Points are expiring too quickly for users to redeem
Solution: Review the Reward Expiration Period setting and consider changing to a longer period (Semiannually or Annually instead of Quarterly) or Never Expires. Enable Points Expiration Email Reminders to alert users three days before expiration. Communicate expiration policies clearly in program descriptions and FAQs.

Issue: Users cannot redeem accumulated points
Solution: Verify that Point Redemption is set to "Use Gift Card Redemption" and that the Redemption Module is properly configured and enabled. Check that users' security roles have access to redemption functionality in the Redemption Module Access Control settings. Ensure adequate Tango Card account funding if using gift card redemption.

Issue: Gamification ranks are not updating correctly
Solution: Confirm that "Enable Gamification" is checked. Verify that a Default Gamification Type is selected or that individual programs have gamification types assigned. Check that the Ranking Period includes the timeframe when users earned rewards. Remember that ranking period changes retroactively affect all user ranks immediately.

Issue: Users are automatically enrolled in programs without accepting terms
Solution: If explicit terms acceptance is desired, check the "Users must agree with terms and conditions" checkbox. This requires users to accept terms before participating. If automatic enrollment is intended, leave this setting unchecked.

Issue: Terms and conditions are not displaying to users
Solution: Verify that terms content has been entered in the Terms and Conditions rich text editor. Check that the content is properly formatted and saved. Confirm that reward programs are active and accessible to target users. Test terms display by viewing programs as an end user.

Issue: Custom redemption app URL is not working
Solution: Verify that the URL is entered correctly with proper protocol (https://). Contact Magentrix support at support@magentrix.com to ensure custom redemption integration is configured correctly and that point deduction occurs after external redemption. Test the complete redemption workflow from point balance to redemption completion.

Issue: Email templates contain incorrect merge field values
Solution: Review email template configuration in the Email Templates module. Verify that merge fields use correct syntax and reference valid fields. Test templates by triggering actual claim submissions and reviewing received emails. Update merge fields if data sources have changed.

Issue: FAQ is not appearing to users
Solution: Confirm that the FAQ is published (not draft status) in the FAQs module. Verify that the published FAQ is selected in the Rewards FAQ dropdown. Check that users have permissions to view the FAQ content. Test FAQ visibility by viewing programs as an end user with appropriate security role.

Jump to Reward Module Checklist

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