Understanding the offers dashboard
This article covers what you can and cannot see about your offers once they are live — how to monitor automated offers, where push notification delivery data appears, how to stop an offer mid-campaign, how to permanently remove one, and where to look if you want to know which patients actually redeemed a specific offer.
The honest summary up front: the offers section is a management tool, not an analytics dashboard. It lets you create, configure, publish, and control offers, but it does not show per-offer redemption counts, redemption rates, or revenue attributed to each offer in the main interface. That data lives elsewhere in the CRM, and this article tells you exactly where.
What the offers section shows
One-time offer cards
Each one-time offer in the list shows:
- Name — the internal offer name you set
- Discount label — the type and value of the discount (for example, "20% Off", "£25.00 Off", or "Free Treatment")
- Published badge — whether the offer is currently live in the patient app
- Push button — appears on published offers; lets you send a manual push notification to all patients
There are no redemption counts, no usage totals, and no "times redeemed" figures visible on the card itself. Even though the database stores a currentUses count internally, this figure is not currently shown anywhere in the CRM interface.
Automated offer cards
Each automated offer in the list shows:
- Occasion label — the name of the template (for example, "Christmas", "Birthday Special")
- Discount label — the configured discount value (for example, "15% Off"), shown in muted text
- Active badge — green with a tick if the automation is enabled, grey with a cross if it is not
There are no sent counts or redemption figures on the automated offer cards.
How to check whether an automated offer fired
The Push Notification History table appears at the bottom of the Offers section, below the one-time offer list. It is only visible when at least one push notification has been sent.
The table has four columns:
| Column | What it shows |
|---|---|
| Date | The date the push notification was sent |
| Title | The notification headline that was delivered to patients |
| Sent | The number of patients the notification reached |
| Status | A badge — sent (green), failed (red), or a neutral state |
The table shows the 10 most recent entries. The underlying log holds the last 50.
What this tells you
The Push Notification History covers both automated offer notifications (fired by the system on the occasion date) and manual push notifications triggered using the Push button on a one-time offer card.
If an automated offer fired correctly, you will see a row with the notification title, the date of the occasion, and a sent status badge. The Sent count shows how many patient devices received the notification — patients who have the app installed and have permitted notifications.
If the row shows a failed status, the notification was not delivered. This most commonly occurs when OneSignal credentials are not configured for the clinic.
The Push Notification History only shows delivery — how many devices received the notification. It does not show how many patients opened the notification or redeemed the offer. For redemption data, see Finding redemption data below.
If an automated offer's occasion passed and there is no corresponding row in the Push Notification History, the most likely cause is that the offer was not set to Active before the occasion date. The system only sends a push notification if the offer's Active toggle was on at the time the occasion triggered. An offer that was configured after the occasion date will not fire retrospectively.
How to deactivate a one-time offer mid-campaign
You have two options depending on whether you want to pause the offer temporarily or end it permanently.
Unpublish (pause — keeps the offer, removes it from the app)
- Go to App Builder → Offers → One-time tab.
- Find the offer in the list.
- Click the ⋮ menu on the right side of the offer row.
- Click Unpublish.
The offer disappears from the patient app immediately. Patients who had the offer card visible will no longer see it on their next app open. The offer remains in your CRM list as a draft and can be republished at any time.
Edit and toggle Active off (ends the campaign)
- Click the ⋮ menu → Edit.
- In the edit form, scroll to the bottom and find the Active toggle.
- Switch it off.
- Click Save.
The offer is removed from the patient app. Any patients who had already redeemed the offer before you deactivated it are not affected — their redemptions are already recorded.
What happens immediately in the patient app
When you unpublish or deactivate a one-time offer, the change takes effect the next time the patient app fetches its configuration from the server — typically within seconds of the patient opening the app. There is no delay. A patient who has the app open mid-session may still see the offer card until they navigate away and return.
If a patient has already tapped Redeem Offer on a one-time offer before you deactivate it, their redemption record is already created. Deactivating the offer stops new redemptions but does not cancel any that are already in progress. If a patient redeemed an offer and then proceeded straight to checkout, the discount will still apply to that order.
How to deactivate or disable an automated offer
Automated offers have two independent controls — Active and Published — which work differently from each other.
| Control | What it does |
|---|---|
| Active | Controls whether the automation will fire (send a push and activate the offer) when the occasion arrives |
| Published | Controls whether the offer is currently visible in the patient app |
Both are accessible from the ⋮ dropdown on each automated offer row.
Temporarily stopping an automated offer from firing next year
- Go to App Builder → Offers → Automated Offers tab.
- Find the offer in the list.
- Click ⋮ → Deactivate.
The badge changes from green Active to grey Inactive. The offer will not fire automatically at the next occurrence of the occasion. It remains in your list and can be reactivated at any time by clicking ⋮ → Activate.
Removing the offer from the patient app immediately
- Click ⋮ → Unpublish.
The offer card disappears from the patient app immediately. The automation is still enabled and will fire at the next occasion — it will just not be visible in the app in between occasions.
To stop the offer both from firing and from being visible, use both Deactivate and Unpublish.
Permanent removal
Automated offers cannot be deleted. The full set of occasion templates is fixed — you can only enable or disable each one. If you never want an occasion to fire again, click Deactivate and leave it that way. No patients will see it and the system will not send notifications for it.
How to delete a one-time offer permanently
- Go to App Builder → Offers → One-time tab.
- Click ⋮ on the offer row.
- Click Delete (shown in red).
The offer is permanently removed from your CRM and from the patient app. This action cannot be undone. If the offer had any pending redemptions that had not yet been applied to an order, those redemption records are also removed.
Only delete a one-time offer if you are certain it is no longer needed. There is no confirmation step — clicking Delete removes the offer immediately. If you want to stop the offer from showing in the app but keep it on record, use Unpublish instead.
Finding redemption data
The offers section does not show which patients redeemed a specific offer. To find redemption data, you need to look in two other places.
Aggregate redemption count — the main Dashboard
The main Dashboard (click Dashboard in the left-hand menu under Core) shows a Rewards Unlocked metric in the overview cards. This is the total count of offer redemptions that have been applied across the clinic — it is not broken down per offer.
Per-order discount data — the Revenue section
The most granular view of offer usage is in the Revenue section (click Revenue under Money in the left-hand menu).
Each order record shows the discount that was applied at checkout — including the discount type, the source (offer, reward, or membership), and the amount saved. To see which patients redeemed a specific offer:
- Click Revenue in the left-hand menu.
- Browse or search the order list for transactions that occurred during the period your offer was active.
- Open an individual order to see the discount detail applied to that transaction.
This requires manual cross-referencing rather than a filtered offer redemption report. There is currently no one-click "show me everyone who redeemed [offer name]" view in the CRM.
If you run a time-limited one-time offer and want to audit its usage afterwards, export or review orders from the Revenue section filtered to the offer's validity dates. Orders with a discount applied during that period are strong candidates — you can confirm by checking the discount amount against the offer value.
Patient-level view — Client Profiles
Opening an individual patient's profile in Client Profiles shows their full purchase history, including the discounts applied to each order. If you are investigating a specific patient's use of an offer, their profile is the fastest route.
What each field means
Published (one-time and automated offers) Whether the offer is currently visible to patients in the app. Unpublishing removes the offer from the app immediately without deleting it. Republishing makes it visible again.
Active (one-time offers — in the edit form) Whether the offer is currently live and redeemable. Toggling this off removes the offer from the app and prevents new redemptions. Combined with the From/Until dates, this is the primary way to control an offer's lifecycle.
Active / Inactive (automated offers — on the card and in the dropdown) Whether the automation is enabled. An inactive automated offer will not fire on its next occasion — the system will not activate it in the app or send any push notifications. Toggle back to Active to re-enable it.
Sent (Push Notification History table) The number of patient devices that received the push notification. This is a delivery count, not a redemption count. A patient whose phone received the notification may not have opened it or redeemed the offer.
Status (Push Notification History table)
The delivery outcome of the push notification: sent means it was dispatched successfully, failed means delivery was not possible (typically due to a configuration issue with the notification service).
Common mistakes
Deleting a one-time offer to "end" a campaign, then needing to reference it later. Deletion is permanent and immediate — there is no confirmation step and no recycle bin. If there is any chance you will want to review the offer's details or audit which orders were associated with it, use Unpublish instead. The offer stays in your list as a draft and can be archived by simply leaving it unpublished.
Interpreting the Sent count in Push Notification History as a redemption count. The Sent figure shows how many devices received the notification. It has no relationship to how many patients opened the offer or redeemed it at checkout. A Christmas push sent to 120 patients does not mean 120 patients redeemed the Christmas offer — it means 120 devices received the notification. Actual redemptions can only be determined by reviewing orders in the Revenue section.
Setting an automated offer to Active but forgetting to also Publish it. An automated offer that is Active but not Published will still have its push notification sent on the occasion day — but when the patient taps the notification and opens the app, they will not see the offer card because it is unpublished. The notification creates an expectation the app cannot fulfil. Before enabling an automated offer, confirm that both Active and Published are set correctly in the edit panel.
Expecting real-time redemption data in the offers section. The offers interface is designed for configuration and delivery — not for analytics. If you are evaluating whether an offer drove bookings, you need to look at Revenue for that period and cross-reference manually. Building a picture of offer ROI takes a few extra steps but the data is there; it just lives in a different section.