Offer and discount codes

Choose whether to offer one

The Offer step has two choices. Offer a discount needs at least one code before the campaign can publish. With Don't offer a discount, the agent tells a shopper who asks that it cannot offer one.

Add a code

1. Create the code in your store first. ACR never creates codes and does not check that a code exists, so a typo here reaches the shopper as a code that fails at checkout.
2. Choose Add a code and type it under Code, exactly as it is set up in your store. It takes 2 to 40 letters, digits, hyphens and underscores, and ACR puts it in capitals.
3. Under When to offer it, choose Offer when price comes up, or Hold back for a shopper who still hesitates.
4. Under What it gives, write what the agent should say, for example 10% off the whole order until Sunday.
5. Choose Add code. A campaign can hold 10 codes. New codes go out once you publish.

How the agent uses codes

The agent offers a code only when price or cost is what holds the shopper back, and only the codes you listed. It brings out a held-back code only if the shopper still hesitates after the first offer.

• On a call, it says the code and texts it to the shopper along with their cart link. The text tool refuses any code that is not on your list.
• In texts and emails it writes, it works the code into its own wording.
• In a message you write yourself, {{ discount_code }} fills in the first code set to Offer when price comes up.

To change the rules in words, add the Offer and incentives section on the Instructions step and edit What the agent may offer. New campaigns start with a rule there: offer the standard code once, and the held-back code only if price is still the problem. That rule applies even if you never add the section.

How orders get credited

An order that uses a code listed on one of your campaigns is credited to that campaign, even if the agent never contacted the buyer. Codes you have since removed still count. This check comes before any click or reply, so give ACR its own codes: a code you also use in a newsletter credits ACR with the newsletter's orders. Conversions and orders has the full rules.

Change codes on a published campaign

A new or replaced code goes live when you publish, and it reaches shoppers already in a run at their next step as well as new ones. Shoppers who already have the old code keep it, so leave old codes working in your store. The step suggests at least two weeks.