As consumers engage with your marketing programs, their actions generate events such as impressions, shares, clicks, registrations, and purchases. All events are scored by our quality rules, and are then either approved or declined based on Extole’s fraud detection rules and automated workflows set by you, our clients. Each event is given a status based on whether or not the event was flagged by Extole's quality rules.
To see a list of all the events in your referral program, click Event Live View under User Support in the sidebar. You can filter the events by type (impression, click, share, registration, conversion, account opening, quote submission, application -- any event that occurs in your programs!), quality score (passing, suspicious), campaign, share channel (email, Facebook, Twitter, etc), time of event, or review status (pending, approved, declined, campaign stopped, or fulfillment error).
Alternatively, you can search for a specific person’s events by clicking User Support in the sidebar.
The following table contains definitions for some of the common event types, but note that these events are dependent on your specific implementation:
Event Type | Definition |
Impression | When someone views an onsite promotion. |
Click | When someone clicks on an onsite promotion. |
Share | When an advocate shares your brand with their friends using the share experience, regardless of how they got to the share experience (e.g. by onsite CTA, by promotion link, by link in an email, etc.). |
Register | When a customer registers for an account on your site or, for some retailers, provides an email address to retrieve their reward. |
Purchase | When a customer makes a purchase from an advocate's share on your site -- this is known also as a conversion. |
Channel Type | Definition |
When an advocate shares via email. This triggers a share email to be sent to the recipient(s) that the advocate specified. It contains the message that the advocate includes on the share experience as well as the content of the share email. | |
When an advocate shares via a post on Facebook. This share includes the text of the Facebook post as well as the picture specified by the brand sharing image. | |
When an advocate shares via a post on Twitter. This share includes the text of the Tweet as well as the picture specified by the brand sharing image. | |
Facebook Messenger | When an advocate shares via Facebook Messenger. |
SMS | When an advocate shares via SMS. |
When an advocate shares via WhatsApp. | |
When an advocate shares via Pinterest. | |
Share Link | When a friend clicks on a personal share link (example: refer.example.com/joesmith), it generates a "Click" (and for older clients, it also generates a "Share" event tied to this share channel). |
Manual | A share that was manually generated via My.Extole Support. |
Status Type | Definition |
Passing | When an event has not tripped any quality rules and is waiting to be approved or declined. |
Suspicious | When an event has tripped one or more quality rules and is waiting to be approved or declined. |
Approved | When an event is confirmed by you or your system and has or will distribute rewards to the participating friends and advocates. |
Declined | When an event is declined by you or your system for breaking one or more quality rules. When an event is declined, no rewards are distributed. |
Error | Errors are rare, but may occur when a quality rules fails to process correctly. If an error occurs, the event will not automatically transition into a final state, and no rewards will be given out. The event may then be manually approved or declined. |
You can view the reason an event was flagged by clicking on the event itself (purchase, register, etc) and scrolling down to the "Quality Rule Results" section:
If you would like to alter the status of an event (approve or decline it), you do this by navigating to Approvals and then clicking the desired action button on the far right of the event.
Not all approved events get rewarded, even if the event passed the set of quality rules you may have configured. This may occur because the event did not pass reward rules. To learn more about our reward rules, click here. To understand why a specific approved event did not send a reward, you can click on the event and scroll to Approval History. Here Extole displays all of the reasons that a reward was not sent.
Feel free to contact support@extole.com with any questions.