Once your base tier is configured, add additional levels above it to create a full tier hierarchy — for example, Silver → Gold → Platinum → Diamond. Each tier has its own milestone threshold, earning multiplier, and upgrade benefit.
Adding a new tier
Navigate to Tiers → Add a new tier and fill in the required fields:
| Field | Required | Description |
|---|
| Tier icon | Yes | Image representing this tier in member-facing interfaces |
| Tier name | Yes | Unique label — e.g., Gold, Platinum, Diamond |
| Milestone | Yes | Points threshold or attribute value required to reach this tier |
| Benefits | Optional | Reward granted when a member first achieves this tier |
| Milestone attribute | Optional | A custom aggregate attribute for advanced qualification calculations |
Benefits are awarded only when a member first achieves a tier milestone. Members already in the tier when you configure or edit the benefit do not receive it retroactively.
Tier hierarchy example
| Tier | Milestone (lifetime points) | Multiplier | Upgrade benefit |
|---|
| Silver (base) | 0 | 1.0× | — |
| Gold | 5,000 | 1.5× | 200 bonus points |
| Platinum | 15,000 | 2.0× | 500 bonus points + exclusive voucher |
| Diamond | 50,000 | 3.0× | Premium access benefit |
Configuring tier retention
The Tier Retention Period lets you give members a grace period before being downgraded when their qualifying activity drops below a tier’s threshold.
Accessing tier retention settings:
Go to Tiers → Update Settings.
| Setting | Description |
|---|
| Enable/Disable toggle | Turn retention on or off for all tiers |
| Retention period (days) | How long a member keeps their tier after dropping below the threshold |
All changes to the Tier Retention Period — both toggling the setting and changing the number of days — are recorded in the Audit Trail with the before and after values.
Editing a tier
- Go to Tiers.
- Select the tier you want to edit.
- Click Menu → Edit.
- Update the name, milestone, benefits, or multiplier as needed.
- Save.
Changes to milestone thresholds apply on the next tier evaluation run (daily schedule). Members may take up to 24 hours to move into or out of the tier after a threshold change.
Deleting a tier
- Go to Tiers.
- Select the tier to delete.
- Click Menu → Delete.
- Confirm the deletion.
Deleting a tier automatically demotes all current members in that tier to the next lower tier. This process runs within 24 hours and cannot be reversed. Before deleting a tier, verify whether affected members need to be migrated to a specific alternative tier first.
Tier evaluation schedule
Tier status updates run on a daily automated schedule. Changes to tier configuration — milestones, multipliers, or retention settings — take effect on the next scheduled evaluation run. For most programs, this means up to a 24-hour delay between a configuration change and visible member tier changes.
If immediate tier assignment is required (for example, when a campaign involves instant tier upgrades), use the Tier API to set tier status programmatically.
Troubleshooting
A member who crossed the Gold milestone is still showing as Silver.
- Tier evaluation runs daily. If the qualifying transaction was recent, wait until the next evaluation cycle.
- Check whether the member’s qualifying metric (points or attribute) actually meets the threshold after any reversals are subtracted.
A tier benefit was not credited when a member upgraded.
- Confirm the benefit was configured before the member crossed the threshold.
- Benefits defined after a member has already achieved a tier are not backdated.
Members are not being downgraded when they drop below a threshold.
- Check whether the Tier Retention Period is enabled — a grace period may be preventing the downgrade.
- If retention is enabled, confirm how many days remain in the member’s retention window.
