Points & Rewards

Live Agent Pro 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.

What your hosts see #

While gamification is on (it is by default; see Turning gamification off), each host sees their own, in the Host Portal:

• Their points, on a page named after your currency (Sparks by default): their balance, the next points to expire, and their history.
• My level: their level, the next one and the points to it, if you have set up levels. The same card is on their Dashboard.
• Missions: your running missions offered to them (see Missions below), with their progress on each. Under Completed, the missions they completed that are no longer offered to them, unless the mission has been deleted.
• Rewards: your active rewards offered to them: their sub-agency's, or the whole agency's for a host in no sub-agency, and both for a host in a sub-agency on one platform and in none on another (see Rewards store below). A host redeems one by confirming its price: the points come off their balance at once and the request joins your redemption queue. If you reject it, the points go back. A reward they can't afford, or that is out of stock, shows why it can't be redeemed. A second request for the same reward within a few seconds isn't sent. Below the store, My redemptions lists what they have redeemed and its status.

Turning gamification off #

In Agency Settings, under Rewards Currency, Gamification for hosts turns it off. While it's off:

• your hosts can't open their points, level, missions or rewards store on the web, and the app's requests for them are refused;
• missions don't complete or award points. Their dates and your hosts' stats keep running, so if you turn it back on, missions can complete at once for what hosts did in the meantime, and a mission that ended while it was off awards nothing;
• you keep every screen here; the Missions, Rewards, Redemptions and Levels lists note that hosts can't see them. Points still expire on their dates, you can still award points by hand, points from compensation tiers and inactivity rules still move, and you can still decide redemptions already made.

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. 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 can be used until the end of that date in your agency's time zone (set in Agency Settings) and lapse after it; an hourly 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 while gamification is on.
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 the admins who can see the host.

Each sub-agency can have its own rules. A sub-agency's rule acts on the hosts who have a platform account in that sub-agency, and judges how long they have been quiet on those accounts alone. A rule with no sub-agency belongs to the whole agency: it acts on the hosts with an account in no sub-agency (or in a deleted one), judged on those accounts. Changing status changes only those accounts. A rule that sends a campaign uses one of its own sub-agency's campaigns; if that campaign is later moved to another sub-agency, the rule sends nothing, and Preview audience and Run history say why. People attached to a sub-agency see and manage only their own sub-agency's rules. The list of rules shows each rule's sub-agency, or Whole agency, and can be filtered by it.

Existing rules: what stops applying. Rules created before sub-agencies had their own have no sub-agency. They no longer act on accounts in a sub-agency, so a host whose accounts are all in sub-agencies is no longer reached by them. To cover those hosts, add rules for their sub-agencies.

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 who can see the host, the campaign is for a different sub-agency than the rule, 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. Anyone whose role includes the Automations permission can manage inactivity rules, and agency admins always can. Someone attached to a sub-agency manages only their own sub-agency's rules.

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, while gamification is on. 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".

If your agency has sub-agencies, a mission can belong to one. A sub-agency's mission is offered only to hosts in that sub-agency and counts only their platform records in it, and only that sub-agency's staff and those who work across the whole agency see it. A mission with no sub-agency belongs to the whole agency: it is offered only to hosts who are in no sub-agency on some platform or have no platform record yet, counts only their records in no sub-agency, and only those who work across the whole agency see it. A mission a host has already completed stays completed, and the points it gave them are kept.

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

The missions list shows each mission's sub-agency, its completion count, and whether its window is live, scheduled, ended, or simply inactive, and can be filtered by sub-agency. 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 diamonds are imported or typed in by hand. 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.

If your agency has sub-agencies, a reward can belong to one. A sub-agency's reward is offered only to hosts in that sub-agency, and only that sub-agency's staff and those who work across the whole agency see it. A reward with no sub-agency belongs to the whole agency: it is offered only to hosts with a platform account in no sub-agency, or with no platform account yet, and only those who work across the whole agency see it. A host who is in a sub-agency on one platform and in none on another is offered both. Points are one balance per host whichever rewards they are offered.

Rewards are fulfilled by you, outside the product. Live Agent Pro 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 color 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.

Each sub-agency can have its own levels. A host's level is worked out for each of their platform accounts: an account in a sub-agency uses that sub-agency's levels, and an account in no sub-agency uses the whole agency's levels (the ones with no sub-agency). Lifetime points are one total per host, so the same host can be Gold on one account and have no level on another.

An account in a sub-agency with no levels of its own has no level until levels are added for that sub-agency. The whole agency's levels don't apply to it. The host's app and host pages show one level: the highest they have reached on any account. People attached to a sub-agency see and manage only their own sub-agency's levels.

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. Hosts see their own level on My level in the Host Portal (see What your hosts see).

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.