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Members overview

In short

The Members area is where you see, find, and act on the people in your loyalty program. Three surfaces: the member profile (everything about one member — details, consents, tags, behaviour, activity), Filter members (build an audience by attributes + behaviour and either export or push a one-time action), and manual actions from the profile (one-off operations on a single member without a campaign — Send SMS to this person, Add 50 credits to this member, Punch a punch card on their account).

The Members area is the operational counterpart to Smart Campaigns. Smart Campaigns is for automated, audience-wide flows; Members is for manual, individual operations and for building the audiences Smart Campaigns and one-time pushes target.

This page is the map for the Members section. For the per-surface deep-dives, see Member profile, Filter members, and Manual actions.

What's in the section​

Three surfaces, each with its own page:

  • Member profile — the per-member view. Personal details, consent flags, tags, behavioural signals (favourite branch, favourite items), full activity timeline. The page from which all manual single-member operations launch via the Actions button. See Member profile.
  • Filter members — the audience builder. Stacked filter rows on member attributes (favorite items, tags, balance) and member actions (made-a-purchase / didn't-make-a-purchase between dates, with multi-purchase logic). Returns a member list you can export to CSV or push a One-time action to (which is the same wizard as a Future Campaign, with the audience pre-filled). See Filter members.
  • Manual actions — the Actions modal launched from a member profile. Fires a single operation against that one member: send a comm, grant or redeem a balance, issue an asset, punch a punch card, tag the member, or delete them. Bypasses Smart Campaigns entirely — no Rule, no audience, no schedule. See Manual actions.

Tags — the universal handle​

Tags are a free-form chip you can add to any member from their profile. They're the universal primitive used across the entire product:

  • Smart Campaigns filter audiences on tags (audience = members tagged VIP).
  • The test-user pattern — every Smart Campaigns playbook's How to test it section uses a test-user tag to narrow the campaign to one or two known members during testing, then removes the tag for live.
  • Filter members filters on tags as one of its member attributes.

Tags are added inline on the member profile (the Tags panel has an Add a tag input). They're not enums — any string becomes a tag the moment you type it. Convention emerges by usage; pick a tagging vocabulary early and stick to it.

When to reach for which surface​

A quick decision tree:

  • "I want to see what's going on with one specific member." → Member profile.
  • "I want to do something to one specific member, right now, without setting up a campaign." → Manual actions (launched from the member profile).
  • "I want to find every member matching some criteria." → Filter members, then export.
  • "I want to find every member matching some criteria and send them all the same thing, once." → Filter members → One-time action (which is a Future Campaign with the audience pre-filled).
  • "I want to do something to a population on a recurring or event-driven basis." → not Members at all; that's a Smart Campaign.

Manual actions vs Smart Campaigns​

The same set of actions is available in both surfaces — Send SMS, Add credits, Send asset, etc. — but they behave differently:

  • Manual actions (from member profile) — fire once, immediately, against one member. No audit trail beyond the activity timeline on that member's profile. No trigger; you're the trigger.
  • Smart Campaigns — fire automatically when their trigger event happens, against any member matching the audience. Recurring (Rules), recurring-on-cadence (Scheduled), or one-shot (Future Campaign). Tracked under Smart Campaigns analytics where applicable.

Use manual actions for individual corrections, member-service touches, demos, and one-offs that don't justify a Rule. Use Smart Campaigns for anything that should happen more than once or across many members.

Cross-references from Smart Campaigns​

The Members section is referenced by Smart Campaigns content in three patterns:

  • Testing — every playbook's How to test it section uses the test-user tag pattern, which lives on the Member profile.
  • Audience building — Future Campaigns can be entered via Filter members → One-time action, with the audience pre-filled. This alternate entry point is documented on the Future Campaign overview.
  • Manual one-offs — when a campaign is overkill (one-off correction, single-member apology gift, demo), Manual actions is the route.