What Do Customer Statuses Mean?

What Is This?

Every customer in your loyalty program has a status that shows where they are in your relationship with them. Most statuses are simple labels for organising your customer list. Two statuses — Do Not Contact and Blocked — change how the system treats the customer.

How It Works

There are 10 customer statuses. The first eight are organisational labels you assign to track your sales pipeline. The last two have real effects on what the system allows.

Pipeline Statuses (Labels Only)

These statuses don't change how the system works — they're for your own tracking:

Statuses That Affect the System

flowchart TD
    New([Customer Signs Up]) --> Open[Open]
    Open --> Pipeline[Any Pipeline Status]
    Pipeline --> |You change it manually| Pipeline
    
    Open --> DNC[Do Not Contact]
    Pipeline --> DNC
    
    Open --> Blocked[Blocked]
    Pipeline --> Blocked

    subgraph auto ["Automatic Changes"]
        Unsub([Unsubscribes from email]) --> DNC
        OptOut([Opts out of marketing on portal]) --> DNC
    end
    
    subgraph effects ["What Gets Restricted"]
        DNC -.- E1[No broadcast campaigns]
        Blocked -.- E2[No broadcasts]
        Blocked -.- E3[No reward assignments]
        Blocked -.- E4[Phone number locked]
    end

    style DNC fill:#9ca3af,color:#fff
    style Blocked fill:#ef4444,color:#fff
    style Open fill:#3b82f6,color:#fff
    style auto fill:#f0fdf4,stroke:#22c55e
    style effects fill:#fef2f2,stroke:#ef4444

When statuses change automatically

Most status changes are manual. Two things trigger automatic changes:

• Email unsubscribe — when a customer clicks the unsubscribe link in a campaign email, their status changes to Do Not Contact
• Marketing opt-out on portal — if you have the marketing consent option enabled on your portal, customers can uncheck the marketing box during signup or on their profile, which changes their status to Do Not Contact

No other status changes happen automatically.

Real-Life Example

Wei Lin runs a gym in Kuala Lumpur with 500 members. She uses statuses to track her sales pipeline — new walk-ins get marked as Lead, and once they sign up for a membership, she changes them to Converted.

One day, a member named Farah clicks "unsubscribe" on a promotional email. Pixalink automatically changes Farah's status to Do Not Contact. Farah still earns points when she checks in and can redeem rewards — she just won't receive campaign messages anymore.

Later, Wei Lin discovers a former member misusing their account. She changes their status to Blocked, which removes them from all broadcasts and reports, and prevents anyone from re-registering with that phone number.

Good to Know

• New customers start with Open by default
• You can change status from the customer profile or in bulk from the customer list
• Do Not Contact only stops campaigns — it doesn't stop the customer from earning points or using the portal
• Blocked is the most restrictive status — use it when you need to fully restrict a customer
• Pipeline statuses (Lead through Converted) don't affect what the customer can do
• Changing a status back from Do Not Contact or Blocked restores normal access

Need Help?

Reach out to our support team — we're happy to help you get started.

What's Next?

• How to View and Edit a Customer Profile
• How Customer Membership Statuses Work