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📧 Incentive Acknowledgement Requests

What is the Incentive Acknowledgement Requests Feature?​

The Incentive Acknowledgement Requests feature allows you to request confirmation from recipients who have already received incentives outside of the Incentise platform. This is perfect for situations where you've provided incentives through offline events, direct transactions, or other channels, and you want to formally record and track these incentive distributions in your Incentise account.

When to Use This Feature​

Use Incentive Acknowledgement Requests when:

  • Offline Events: A recipient received a discount, cashback, or other incentive at an in-person event, trade show, or physical store
  • Direct Transactions: You provided an incentive directly to a customer without them submitting a request or receiving an offer through Incentise
  • External Channels: Incentives were distributed through other platforms, email campaigns, or third-party services
  • Retroactive Tracking: You want to add historical incentive distributions to your records for reporting and analytics

Key Benefits​

  • Complete Records: Maintain a comprehensive record of all incentives you've provided, even those given outside the platform
  • Transparency: Build trust by formally acknowledging incentives with recipients
  • Analytics: Track all incentive distributions in one place for better reporting
  • Social Proof: Collect acknowledgements that can be used as testimonials or proof of delivery

Prerequisites​

Before you can create incentive acknowledgement requests, you must:

  1. Be registered as an Incentive Provider: Complete your provider setup at https://incentise.com/provider/settings
  2. Have at least one Active Incentive Program: You need an incentive program to associate the acknowledgement request with
  3. Have access to your provider dashboard: You need to be logged in as a provider user
  4. Know the recipient's email address: You'll need the email address of the person who received the incentive

Where to Find Incentive Acknowledgement Requests​

  • Location:
    Navigate to: https://incentise.com/provider/incentive-acknowledgement-requests in your provider dashboard

  • Access:
    The Incentive Acknowledgement Requests page is accessible from your provider dashboard navigation menu under "Incentive Acknowledgement Requests"

Understanding the Incentive Acknowledgement Requests Dashboard​

When you access the Incentive Acknowledgement Requests page, you'll see:

Dashboard Components​

  1. Page Header:

    • Title: "Incentive Acknowledgement Requests"
    • Subtitle: "Here's a list of all incentive acknowledgement requests"

  2. Search Bar: Located at the top-left, allows you to search acknowledgement requests by:

    • Acknowledgement ID
    • Recipient email address
    • Product/Service name
    • Message content
    • Status
    • Any other field in the table

  3. Rows Per Page Selector:

    • Choose how many requests to display per page (5, 10, 20, or 50)

  4. Create Button:

    • "Create Incentive Acknowledgement Request" button with a plus icon
    • Click this to create a new acknowledgement request

  5. Acknowledgement Requests Table: Displays all your acknowledgement requests with the following columns:

    • Acknowledgement ID: A unique identifier for each request (hover to see full ID)
    • Recipient Email: The email address of the recipient who received the incentive
    • Product/Service Name: The name of the product or service the incentive was for
    • Message: Your message to the recipient (truncated if long)
    • Recipient Type: The type of recipient (Entity Type)
    • Incentive Type: The type of incentive provided (Cashback, Discount, etc.)
    • Incentive Method: Whether it was an "Offer" or "Request" type incentive
    • Status: Current status with color-coded badges (Pending or Acknowledged)
    • Created: Date and time when the request was created
    • Action: Dropdown menu (three dots icon) with available actions

  6. Action Menu Options (available from the three dots icon):

    • View Related Offer Messages: (For Offer method) View conversation messages related to the offer
    • View Related Request Messages: (For Request method) View conversation messages related to the request
    • View Incentive Distribution: View all incentive distributions related to this acknowledgement
    • View Incentive Program: Open the incentive program page associated with this request

  7. Pagination Controls:

    • Previous/Next buttons
    • Page number buttons for direct navigation
    • Display showing "Showing X to Y of Z entries"

Understanding Acknowledgement Statuses​

Incentive acknowledgement requests have two main statuses:

StatusDescriptionWhat It Means
PendingRequest sent, awaiting recipient responseYou've sent the acknowledgement request email, but the recipient hasn't confirmed yet. The invitation link is still valid (expires after 7 days).
AcknowledgedRecipient has confirmed receiptThe recipient has clicked the link in the email and confirmed that they received the incentive. The acknowledgement is now complete.

How to Create an Incentive Acknowledgement Request​

Step-by-Step Guide​

Step 1: Navigate to Create Page​

  1. Go to the Incentive Acknowledgement Requests page
  2. Click the "Create Incentive Acknowledgement Request" button (with the plus icon)
  3. You'll be taken to the creation form

Step 2: Fill in the Form​

The form contains several required and optional fields:

1. Incentive Program (Required)

  • Click the dropdown to select an incentive program
  • This should be the program associated with the incentive you provided
  • If you don't see your program, make sure it's active

2. Incentive Engagement (Required)

  • Select either "Offer" or "Request"
  • Choose "Offer" if you proactively offered the incentive to the recipient
  • Choose "Request" if the recipient requested the incentive (even if it was outside the platform)

3. Entity Type (Required)

  • Select the type of recipient entity
  • Examples: Individual, Company, Organization, etc.
  • This helps categorize the recipient

4. Entity Stage (Required)

  • Select the stage of the recipient entity
  • Examples: Prospect Customer, Existing Customer, Partner, etc.
  • This helps you track the relationship status

5. Incentive Type (Required)

  • Select the type of incentive that was provided
  • Examples: Cashback, Discount, Free Consultation, Gift Card, etc.
  • Choose the type that best matches what you gave

6. Recipient Email Address (Required)

  • Enter the email address of the person who received the incentive
  • Make sure the email is correct - this is where the acknowledgement request will be sent
  • The system will check if this recipient already has an account on Incentise

7. Incentive Distribution Value (Required)

  • Enter the value of the incentive that was provided
  • Examples: "$50", "20%", "Free", "100 points", etc.
  • Be specific about what was given

8. Description (Optional)

  • Add any additional details about the incentive distribution
  • This can include context about when, where, or how the incentive was provided
  • Example: "Provided at trade show booth on March 15, 2024"

9. Your Message to the Recipient (Required)

  • Write a personalized message asking the recipient to acknowledge receiving the incentive
  • Maximum 1,024 characters
  • This message will be included in the email sent to the recipient
  • You can use the template suggestions below the text area

Step 3: Use Message Templates (Optional)​

Below the message text area, you'll find template suggestions:

  1. Template Carousel: Use the arrow buttons to browse through different message templates
  2. Template Options:
    • "You are a Incentive provider – Company": Professional message suitable for business communications
    • "You are a Incentive provider – Individual": Friendly, personal message for individual recipients
  3. Select Template: Click on a template to automatically fill your message field
  4. Customize: After selecting a template, you can edit it to personalize it for your specific situation

Tips for Writing Your Message:

  • Be friendly and professional
  • Clearly explain what incentive was provided
  • Mention when and where the incentive was given (if relevant)
  • Ask them to confirm receipt by clicking the link
  • Thank them for their participation

Step 4: Review and Submit​

  1. Review all fields to ensure everything is correct
  2. Check the recipient email - this is critical as it cannot be easily changed after sending
  3. Verify the incentive value matches what was actually provided
  4. Click "Create Incentive Acknowledgement Request" button
  5. Wait for the confirmation message

Step 5: Confirmation​

  • If successful, you'll see a success message: "Incentive acknowledgement invitation created successfully"
  • You'll be automatically redirected back to the list page
  • The recipient will receive an email with a link to acknowledge the incentive

What Happens After You Create a Request?​

For You (The Provider)​

  1. Request Appears in Your Dashboard: The new acknowledgement request will appear in your list with "Pending" status
  2. Email Sent Automatically: An email is automatically sent to the recipient with:
    • Your personalized message
    • Details about the incentive
    • A secure link to acknowledge receipt
    • The link expires after 7 days
  3. Track Status: You can monitor when the recipient acknowledges the incentive

For the Recipient​

  1. Receives Email: The recipient gets an email with your message and incentive details
  2. Clicks Link: They click the secure link in the email
  3. Confirms Receipt: They fill out a form confirming they received the incentive
  4. Status Updates: Once confirmed, the status in your dashboard changes to "Acknowledged"

Managing Your Acknowledgement Requests​

Viewing Requests​

  • All Requests: The main dashboard shows all your acknowledgement requests
  • Search: Use the search bar to find specific requests by ID, email, or other details
  • Filter by Status: You can see which requests are still pending vs. acknowledged

Understanding the Table Information​

Each row in the table shows:

  • Acknowledgement ID: Unique identifier - hover to see the full ID
  • Recipient Email: Who received the incentive
  • Product/Service: What product or service the incentive was for
  • Message Preview: First part of your message (hover or click to see more)
  • Recipient Type: Category of recipient
  • Incentive Type: What kind of incentive was provided
  • Incentive Method: Offer or Request
  • Status Badge:
    • 🟡 Pending (yellow/orange) - Waiting for recipient confirmation
    • 🟢 Acknowledged (green) - Recipient has confirmed

Using Action Menu​

Click the three dots (â‹®) icon in the Action column to access:

  • View Related Messages: See conversation threads related to offers or requests
  • View Incentive Distribution: See detailed distribution records
  • View Incentive Program: Open the full incentive program page

Quota Limits and Subscription Plans​

Understanding Your Limits​

The number of acknowledgement requests you can create depends on your subscription plan:

  • Free Plan: Limited number of requests per month (check your plan details)
  • Paid Plans: Higher limits based on your subscription tier
  • Monthly Reset: Limits reset at the beginning of each month

What Happens When You Reach Your Limit?​

Free Plan Users:

  • You'll see an upgrade modal when you reach your limit
  • The modal will explain your current limit and offer upgrade options
  • You'll need to upgrade to a paid plan to create more requests

Paid Plan Users:

  • You'll see a message that you've reached your monthly limit
  • Contact [email protected] for information about increasing your limit
  • Your limit may be increased based on your subscription tier

Tips to Manage Your Quota​

  1. Plan Ahead: Create requests in batches if you have many offline incentives to track
  2. Prioritize: Focus on high-value or important incentives first
  3. Upgrade: Consider upgrading if you frequently reach your limit
  4. Contact Support: If you're on a paid plan and need more, reach out to support

Best Practices​

When Creating Requests​

  1. Act Promptly: Create acknowledgement requests soon after providing incentives while details are fresh
  2. Be Accurate: Double-check email addresses and incentive values before submitting
  3. Personalize Messages: Use the templates as starting points, but customize them for your brand voice
  4. Provide Context: Use the description field to add helpful details about when/where the incentive was given
  5. Follow Up: If a request remains pending, you may want to follow up with the recipient

Message Writing Tips​

  1. Be Clear: Explain what incentive was provided and when
  2. Be Friendly: Use a warm, professional tone
  3. Explain the Purpose: Let recipients know why you're asking for acknowledgement
  4. Keep It Concise: Respect their time with a brief, clear message
  5. Include Details: Mention specific amounts, dates, or events if relevant

Managing Your Requests​

  1. Regular Review: Check your dashboard regularly to see which requests are still pending
  2. Track Patterns: Use the data to understand which types of incentives are most acknowledged
  3. Use Filters: Use search and pagination to manage large lists of requests
  4. Export Data: Consider exporting data for reporting if needed (if available in your plan)

Common Scenarios and Examples​

Scenario 1: Trade Show Discount​

Situation: You provided a 20% discount code to attendees at a trade show booth.

Steps:

  1. Select your incentive program for the product/service
  2. Choose "Offer" as the incentive method
  3. Select "Individual" as entity type, "Prospect Customer" as entity stage
  4. Choose "Discount" as incentive type
  5. Enter the attendee's email address
  6. Enter "20%" as the distribution value
  7. Add description: "Provided at TechExpo 2024 booth on March 10"
  8. Write a message: "Hi! We met you at our TechExpo booth and provided you with a 20% discount code. Please confirm receipt..."
  9. Submit the request

Scenario 2: Offline Cashback​

Situation: A customer made a purchase in your physical store and received cashback that wasn't processed through Incentise.

Steps:

  1. Select the relevant incentive program
  2. Choose "Request" as the incentive method (if they requested it) or "Offer" (if you offered it)
  3. Select "Individual" as entity type, "Existing Customer" as entity stage
  4. Choose "Cashback" as incentive type
  5. Enter the customer's email from their purchase
  6. Enter the cashback amount (e.g., "$50")
  7. Add description: "Cashback for in-store purchase on March 5, 2024"
  8. Use a template message and customize it
  9. Submit the request

Scenario 3: Event Gift Card​

Situation: You gave gift cards to participants at a networking event.

Steps:

  1. Select your incentive program
  2. Choose "Offer" as the incentive method
  3. Select appropriate entity type and stage
  4. Choose "Gift Card" as incentive type
  5. Enter each recipient's email
  6. Enter the gift card value
  7. Add description with event details
  8. Write a personalized message
  9. Create a request for each recipient (you can create multiple requests)

Troubleshooting​

Common Issues and Solutions​

Issue: "Failed to create incentive acknowledgement request"

  • Check your internet connection
  • Verify all required fields are filled
  • Ensure you haven't reached your monthly quota limit
  • Check that the incentive program is active
  • Try refreshing the page and submitting again

Issue: Recipient didn't receive the email

  • Verify the email address is correct (check for typos)
  • Ask the recipient to check their spam/junk folder
  • Confirm the email address is still active
  • The link expires after 7 days - you may need to create a new request

Issue: Can't find a specific request

  • Use the search bar to search by email, ID, or other details
  • Check different pages using pagination if you have many requests
  • Verify you're looking in the correct status (Pending vs. Acknowledged)

Issue: Reached quota limit

  • Check your subscription plan to see your monthly limit
  • Wait until next month for the limit to reset
  • Upgrade your plan if you need more requests
  • Contact support if you're on a paid plan and need assistance

Issue: Status stuck on "Pending"

  • The recipient may not have clicked the link yet - this is normal
  • The link expires after 7 days - after that, the recipient cannot acknowledge
  • You may want to follow up with the recipient if it's been a while
  • Check that the email was sent successfully (it should appear in your list immediately)

Frequently Asked Questions (FAQ)​

General Questions​

Q: Can I edit an acknowledgement request after creating it? A: Currently, acknowledgement requests cannot be edited after creation. Make sure all information is correct before submitting. If you need to make changes, you may need to contact support or create a new request.

Q: How long is the acknowledgement link valid? A: The link in the email expires after 7 days. If the recipient doesn't acknowledge within this time, you may need to create a new request.

Q: What if the recipient's email address is wrong? A: Unfortunately, you cannot edit requests after creation. You would need to create a new request with the correct email address. Make sure to double-check email addresses before submitting.

Q: Can I create multiple requests at once? A: Currently, you need to create requests one at a time. However, you can create multiple requests in sequence for different recipients.

Q: What's the difference between "Offer" and "Request" in Incentive Engagement? A:

  • Offer: You proactively offered the incentive to the recipient
  • Request: The recipient requested the incentive (even if it was outside the platform)

Choose the option that best describes how the incentive was initiated.

About Recipients​

Q: Does the recipient need an Incentise account? A: No, the recipient doesn't need an account. They can acknowledge the incentive by clicking the link in the email, even if they're not registered on Incentise.

Q: What happens if the recipient already has an Incentise account? A: The system automatically detects if the email belongs to an existing user. The acknowledgement process works the same way for both new and existing users.

Q: Can I see when the recipient acknowledges? A: Yes, the status will change from "Pending" to "Acknowledged" in your dashboard when they confirm receipt.

About Limits and Quotas​

Q: How many acknowledgement requests can I create per month? A: This depends on your subscription plan. Free plans have lower limits, while paid plans have higher limits. Check your plan details or contact support for specific numbers.

Q: When does my monthly limit reset? A: Limits reset at the beginning of each calendar month.

Q: What happens if I exceed my limit? A:

  • Free plan users: You'll see an upgrade modal and cannot create more requests until you upgrade
  • Paid plan users: You'll see a message to contact support for assistance

About the Process​

Q: How long does it take for the email to be sent? A: The email is sent immediately after you create the request. The recipient should receive it within a few minutes.

Q: Can I cancel or delete an acknowledgement request? A: You may be able to delete requests through the admin interface, but this is typically not recommended once the email has been sent. Contact support if you need to cancel a request.

Q: Will I be notified when a recipient acknowledges? A: The status in your dashboard will update automatically. You can check your dashboard regularly to see acknowledgements, or the system may send notifications (depending on your notification settings).

Getting Help​

If you need assistance with Incentive Acknowledgement Requests:

  1. Check this guide first - Most common questions are answered here
  2. Review your dashboard - Check the status and details of your requests
  3. Contact Support:
    • Email: [email protected]
    • Include your acknowledgement request ID if you have a specific issue
  4. Check Documentation: Visit other guides in the documentation section

Summary​

The Incentive Acknowledgement Requests feature is a powerful tool for tracking incentives you've provided outside of the Incentise platform. By creating acknowledgement requests, you can:

✅ Maintain complete records of all your incentive distributions
✅ Build transparency and trust with recipients
✅ Collect valuable data for analytics and reporting
✅ Formalize offline incentive transactions

Remember to:

  • Double-check email addresses before submitting
  • Write clear, personalized messages
  • Monitor your requests to see which are acknowledged
  • Stay within your monthly quota limits
  • Use templates as starting points for your messages

Happy tracking! 🎉