Reward approvals

Some rewards ask customers for proof — a screenshot of a social post, a photo, a receipt. The approvals queue is where you check those submissions and decide which ones earn the reward. Nothing is granted until you approve, so real effort gets rewarded and spam doesn't.

Choose which rewards need approval

You set this per reward, in the Approval card of the reward editor:

Some activity types are always approved automatically and don't show the checkbox: purchases and spend milestones, subscription sign-ups and renewals, votes, Klaviyo email signups, Postscript SMS signups, birthdays, loyalty anniversaries, wallet pass downloads, and airdrops.

Open the approvals queue

While submissions are waiting, a banner at the top of the Loyalty page says how many, for example "You have 3 activities pending for approval." Click View to open them on the Approve page.

You can open the queue from the Rewards page at any time, too:

1. Open Loyalty.
2. In the Ways to Earn section, click Edit next to any reward, then click the back arrow at the top of the page. This takes you to the Rewards page. Once you have five or more rewards, the Manage all activities link under the list takes you there too.
3. Click Approvals. A counter on the button shows how many submissions are waiting and updates on its own every 30 seconds.

The Approve page opens with three tabs:

Use the Activity filter to see submissions for one reward at a time, and switch between Table View and Grid View — the grid shows submitted images as large cards, which is handy for photo-based rewards. Toki remembers which view you picked.

Review a submission

Each row shows the activity name, the customer (Person, linked to their member profile — for social activities their social handle appears too), the Attachment they uploaded, Proof Details, related challenges, and the completion date.

Click a row to open Approve Details. It brings everything into one place: the customer's answers, the attachment at full size, the activity details, and the customer's other submissions and recent activity — enough context to decide without leaving the page.

Approve or deny

On the To approve tab you can decide straight from the list:

• Click Approve on a row (or in Approve Details) to approve it and grant the reward.
• Click Deny to open the Deny Request window. Enter a reason in the Reason field, then click Deny. The reason is saved and shown in the Reason for Denied column on the Denied tab.

Tell customers about your decision

Approving or denying a submission doesn't message the customer by itself. Right after submitting, they see "Thank you! Please wait for consideration!" in the wallet, and once you approve, the reward is granted like any other. To let customers know what you decided, create an event-triggered campaign with the Activity/Challenge Approved or Activity/Challenge Denied trigger. The denied message can include the reason you entered through the {{reason}} placeholder. Both events can also start a workflow and are passed on to connected apps like Klaviyo. See Event-triggered campaigns and Workflow triggers.

Submissions wait for you

Pending submissions stay on the To approve tab until you decide — there's no time limit. One thing happens on its own: when approving a submission brings a customer to the activity's completion limit, their other pending submissions for that activity are denied automatically, with a reason noting that the limit was reached.

Work in bulk

Select several rows with the checkboxes and extra buttons appear:

Change your mind about a denial

Denials aren't final. On the Denied tab, select the submissions you want to accept after all and click Approve selected.

Related

• Create and manage rewards
• Reward types
• How points work