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Manage support requests 

Use the support requests workflow to review, approve, or reject requests to award coupons, gift cards, or loyalty points.

You receive a request when a support agent creates a request to award a coupon or gift card, or when they add loyalty points that exceed their role's limit.

As an admin user, you can approve or reject any request in your organization, including your own.

View requests​

You receive request notifications by email.

Note

Talon.One doesn't send email notifications by default. To review and process requests, set up email notifications for the Application.

Click Approve or Reject in the email to open the request page. The page displays the request number and its current status, indicating whether the request is Open, Approved, Rejected, Expired, or Canceled.

Verify request details​

Before making a decision, review the page details:

  • Check the justification: Read the reason provided by the requester to ensure it aligns with your company policies.
  • Verify the reward value: Confirm the monetary value of the gift card or the number of loyalty points requested.
  • Review loyalty balances: For point requests, check the customer's current balances and the projected balance after approval to prevent over-rewarding.
  • Investigate the customer: Click the Customer Integration ID to open the customer's profile and review their past activity.

Approve a coupon or gift card​

When you approve a coupon or gift card request, Talon.One creates a single code for the customer.

To approve the request:

  1. On the request page, keep Approve selected.
  2. Under Schedule, set the start and expiration dates. By default, the code is valid immediately and doesn't expire.
  3. If the Application has mandatory coupon attributes, enter a value for each attribute.
  4. Expand Advanced to set optional settings:
    • Coupon code: Enter a custom code, for example, SUMMERSALE.Leave this blank to generate a random code.
    • Custom attributes: Click Add custom attribute to attach specific data to the code.
  5. Click Approve.

The support agent receives an email with the generated code to share with the customer.

Approve loyalty points​

To approve a loyalty points request:

  1. On the request page, keep Approve selected.
  2. In Reason, enter why you are adding the points. The Reason then saved in the customer's loyalty history.
  3. Expand Advanced to set the reward schedule:
    • Immediately: The points become active right away.
    • Action-based: The points remain pending until a specific customer action or system event triggers them to become active, as defined by the campaign's rules.
    • Time-based: The points remain pending until a specific date or timeframe passes.
  4. Click Approve.

Talon.One adds the points to the customer's profile. The support agent receives an email confirming your decision.

Reject a request​

To reject a request:

  1. On the request page, click Reject.
  2. In Message, explain why you are rejecting the request. This message appears in the email sent back to a support agent.
  3. Click Reject.

The request is closed without creating a coupon code, a gift card or adding loyalty points. The support agent receives an email confirming the rejection.

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