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Overview

Quality and reward rules are applied to all key events that occur within your Extole programs. These rules can be configured in the My Extole Campaign Editor under the Rules tab. Each event has three components: Quality Rules, Approval Workflow, and Rewards. To best understand how Extole works, it’s helpful to consider these concepts in the following order:
  1. Quality Rules - When an event occurs, Extole applies event-specific quality rules to determine if the event meets all of the terms of the program. Extole marks an event as suspicious if any rule fails and marks an event passing if all rules succeed.
  2. Approval Workflow - Events (other than the advocate share) trigger rewards but only when the events are approved. Approvals happen through a workflow, which approves or declines passing events. After a specified period of time, the workflow settings move events to approved or declined. Event approval can also occur through API, through file upload, and manually in the Extole customer support screens.
  3. Rewards - Once an event is approved, Extole applies reward rules to see if the event meets reward criteria and to determine whether the friend or the advocate earns the reward for that event.
To learn how to find event statuses for specific events and to understand more about passing & suspicious and approved & declined, please read this help center article: Look Up and Understanding Your Program Event Statuses.

Every Event Quality Rules

The following quality rules are applied to all events. Please note, if you have an older campaign, this section may not appear. If you have any questions, please contact your CSM.

Advocate Share Quality Rules

For the advocate share event, you may configure the following rules. When a share fails a quality rule, Extole will not send a share email. Social posts, however, will still be permitted. Please note, if you have an older campaign, some of these rules may look different. If you have any questions, please contact your CSM.

Clicked & Signed Up Quality Rules

The following rules can be configured for both click events and sign up events. Please note, if you have an older campaign, these rules may be referred to as “friend visit” and “friend registration.” If you have any questions, please contact your CSM.

Friend Conversion Quality Rules

For the friend conversion event, you may configure the following rules.

Approval Workflow Configuration

The Approval Workflow moves events to the approved or declined state after a specified period of time. Event approval can also occur via API, through file upload, or manually in Extole’s customer support screens. Most of the programs automatically approve and decline passing and suspicious events quickly. Shares, visits, and registrations should generally be automatically approved or declined within 0 days (instantly). For conversions or transactions, you might want to include a delay to prevent a high volume of rewards. On average, settings are between 7-14 days to approve or decline all conversions. Keep in mind that the more moments of quick delight you can give to your customers, the more likely they are to continue to refer and the less likely they are to call customer support. Therefore, we suggest you keep this delay to a minimum. Conversion or transaction event workflow best practices by vertical:
  • Retail referral programs will typically auto-approve conversions within 3-7 days. You may use this pending time to send Extole a cancellation by API/file if the purchase is canceled.
  • Subscription referral programs will typically auto-approve conversions after the free trial period of 14-30 days and send Extole any trial cancellations by API/file.
  • LeadGen and Consumer Financial programs will typically auto-approve conversions after 1-day.

Reward Settings & Rules

To configure a reward, you must specify:
  1. Who gets the reward (e.g., the advocate or the friend)
  2. What reward they receive
  3. Which rules must be met in order to receive the reward
The rules page gives you control over the following reward rules:

Advanced Reward Rule Configurations

In addition to standard Reward Rules, Extole Support can help you write custom reward rules as JavaScript or SpEL expressions or reward groups. For example, rather than a reward rule that dictates “Advocates can only earn 500,"anadvancedrewardrulecouldsay"AdvocateswhoseprofileidentifiesthemasbasedintheUScanonlyearn500," an advanced reward rule could say "Advocates whose profile identifies them as based in the US can only earn 500.”