Points & Rewards

LiveAgentPro includes a points-and-rewards programme you run for your own hosts. You award points, hosts spend them on rewards you define, and you fulfil what they redeem. It lives under the Gamification group in the admin panel.

Read this first: hosts cannot see their points on the web #

The staff side is complete — ledger, missions, store, redemption queue, levels, and expiry all work. The host-facing side was built for the mobile app, which has not been released. The web Host Portal has no balance, no level badge, no missions list, and no store.

The practical consequence: hosts cannot browse rewards or request a redemption today, so your redemption queue will stay empty. You can still award points, watch missions complete, and keep balances as a record — and you can run the reward side of your programme outside the product until the host surface exists.

If points are the reason you're evaluating LiveAgentPro, treat this as the gating question and ask us where the host app stands. See Getting help.

Naming your currency #

Points are labelled Sparks by default. You can rename them — singular and plural — in Agency Settings under Rewards Currency, and your name is what hosts see. Admin screens use the generic word "points" regardless of what you choose.

The ledger #

Every host has a wallet with a current balance and a lifetime total, backed by a full transaction ledger. Nothing is ever overwritten: each award, spend, adjustment, expiry, and refund is its own dated entry with a reason attached, so a balance can always be explained.

Two behaviours worth knowing:

• Points can expire. Award them with an expiry date and they lapse on that date; a nightly job writes the expiry as its own ledger entry. Spends consume the soonest-to-expire points first, so nothing expires that could have been used.
• A refund restores the balance but not the lifetime total. That keeps a redeem-then-refund cycle from inflating a host's level.

Find a host's ledger on their contact record, alongside a rewards standing panel: their level, current balance, lifetime total, and how many points short of the next level they are.

Seeing the programme across the roster #

The contacts table carries two columns you can switch on — points balance and level — plus filters for both, so "who is close to Gold" and "who has never earned anything" are list views rather than exports. The columns are off by default to keep the table narrow.

Four ways points are awarded #

1. Missions — automatic, evaluated hourly.
2. Manual award — an admin, or a staff member with the points permission, awards an amount with a note and an optional expiry.
3. Manual adjustment — the same, up or down, for corrections.
4. Compensation — if a compensation tier pays in points rather than cash or a service, the points land in the wallet when that host's monthly statement is first marked paid.

Points can also be deducted automatically by an inactivity rule — the deduction is capped at the host's current balance, so it never pushes a wallet negative.

Inactivity rules #

An inactivity rule watches for hosts who have gone quiet for a number of days and does something about it: deduct points, change their status, send a campaign, or notify your staff.

Because a rule acts on people without being asked, it comes with two ways to check it before and after the fact:

• Preview audience lists exactly which hosts the rule would hit right now, read-only, without doing anything. If nobody matches, it says so.
• Run now fires the rule immediately, on demand, instead of waiting for the schedule.

Every firing — scheduled or manual — is written to a Run history tab on the rule, with how many hosts were evaluated, how many matched, and how many actions succeeded, were skipped, or failed. Open a run and you get the per-host detail, including why a host was skipped: no points left to deduct, no points amount configured, no target status configured, no campaign selected, the campaign was already queued for that run, no admin to notify, or no profile on the platform the rule targets. A step that cannot act is recorded, not silently dropped.

Runs are kept for about 90 days. Inactivity rules are admin-only.

To find idle hosts by hand, the Platform Details list has Last active and Days idle columns and an inactivity filter — see Contacts.

Missions #

A mission is a target: reach this number of this metric and earn these points. Give it a title, a metric, a target, a points reward, optionally a platform (TikTok, Bigo, or both) and a start and end date.

The nine metrics are diamonds, valid live days, live minutes, new followers, battles, live sessions, live views, peak viewers, and total followers.

An end date must fall after the start date; the form refuses the pair rather than saving a mission that can never run. Leaving both blank makes the mission open-ended, which is allowed.

Missions are evaluated automatically, every hour. Progress is tracked per host and summed across their platform records; when a host crosses the target the points are awarded once and a notification is queued. There is no manual "mark complete".

You don't have to wait for the hour, though: Recalculate missions now on the missions list re-evaluates every mission for the whole agency immediately and tells you how many completions it found. Useful straight after a stat import.

The missions list shows each mission's completion count and whether its window is live, scheduled, ended, or simply inactive. Open a mission to see exactly who completed it and when.

Two limits to be aware of:

• Missions read the same stat rows as everything else, so a mission on diamonds only progresses after you import diamonds. See Platform Stats.
• "New followers" is not a computed change — it is whatever the imported row reports in that column, not a comparison between two periods.

Rewards store #

A reward is an item with a name, description, image, a price in points, and optional stock. Leave stock blank for unlimited. A reward is offered only while it is active and in stock.

Rewards are fulfilled by you, outside the product. LiveAgentPro keeps the record; it does not ship anything, and it has no obligation to your hosts for what they redeem. That division is set out in section 10 of the Terms of Service, which is worth reading before you design a programme — particularly the parts on points having no cash value and on what happens to balances when a host leaves.

Redemption queue #

A redemption moves Requested → Approved → Fulfilled, with Rejected as the other ending.

• Requested — the host asks. Points are debited and stock is decremented immediately, so a request holds the points. This step can only be taken from the mobile app, which is why the queue is currently empty.
• Approved — you accept it. The host is notified.
• Fulfilled — you have delivered it. You can fulfil straight from Requested; Approved is a convenience, not a required gate.
• Rejected — with an optional reason. Points are refunded and stock is restored automatically, and the host is notified.

Levels #

Levels are badges earned on lifetime points: define a name, a threshold, a colour and an icon, and each host sits at the highest level their lifetime total has passed. Progress toward the next level is calculated, never stored, so editing a threshold re-evaluates everyone immediately.

Levels are display only. They unlock nothing — no feature, no reward, no compensation change. They exist to give hosts a sense of progression.

Your staff can see them: a host's level is on their contact record and available as a column and a filter on the roster. The host still cannot — like the rest of the points programme, the host-facing level badge lives only in the unreleased mobile app.

Starter content #

The optional first-run setup wizard can seed four levels (thresholds 0, 500, 2,000 and 5,000), one sample mission, and one sample reward. The sample mission and reward are created inactive on purpose, so you review and edit them before hosts could ever see them. Levels are active immediately.