Lightspeed Retail (X-Series): POS prompts

Remind staff to add customers to sales, enabling them to utilize available rewards, complete customer profiles, and more with POS prompts.

Updated over a week ago

For Lightspeed Retail (X-Series) POS merchants
Formerly known as Vend POS

Empowering your staff with intelligent prompts isn't just about streamlining processes—it's about transforming your customer experience. POS prompts are designed to drive customer attachment and loyalty engagement.

Enjoy streamlined operations without the need for extensive staff training. POS prompts are seamlessly integrated into your sales workflow, minimizing the learning curve for your staff and allowing them to focus on providing exceptional customer service.

There are 6 different POS Prompts that you can enable:

  • Loyalty reward prompt
    If the customer has available rewards or email discounts, this prompt will display the customer's points balance and remind staff to ask customers if they'd like to use their discount on today's purchase.

  • No customer attached (recommended)
    If the sale doesn't have a customer attached, this prompt will remind staff to ask customers if they have an account or create an account. This will allow you to improve customer insights (who is buying what) and enable more personalized marketing after their purchase.

  • No email listed prompt:
    If the customer's Lightspeed profile is missing an email address, this prompt will remind staff members to ask for this information.

  • No mobile number listed prompt
    If the customer's Lightspeed profile is missing a mobile number, this prompt will remind staff members to ask for this information.

  • Accepts marketing prompt (confirm)
    If the customer's Lightspeed profile marketing opt-in is unknown or no, this prompt will remind staff members to ask customers if they'd like to receive marketing from your store.

  • Product recommendations prompt
    Help staff provide personalized product suggestions to the customer based on their purchase history increasing the likelihood of upselling and cross-selling opportunities.

You can choose to enable all POS Prompts or just the ones that align with your specific business goals and priorities. Tailoring the prompts to your business needs will maximize their effectiveness in driving customer engagement and enhancing operational efficiency.


Before you start

Ensure that the following installation has been completed:

  • Your Marsello account is billed through your Lightspeed account

  • Your POS site(s) are enabled under the Integrations page

  • You have access to Workflows in your Lightspeed Retail (X-Series) back office admin. To check:

    • In your Lightspeed Retail (X-Series) POS admin, go to Settings

    • Under your Settings navigation, check if Workflows is a visible option for your Lightspeed account.

🤔 Unsure? Please contact the support team and they'll be able to help.


POS Prompt types

1. Accessing the customer's loyalty profile (recommended)

If the customer has available rewards, this prompt will display the customer's points balance and remind staff to ask customers if they'd like to use their loyalty rewards.

Prompt details:

  • Opens when: A customer is added to the sale and has reward(s) or email discount(s) available to use.

  • Available actions:

To add a reward

​1. Select the reward by clicking on the radio button next to the reward title.

​2. Click Continue to apply the reward discount to the sale.

📝​Note: The points cost of the reward, displayed in brackets, indicates how many points will be deducted from the loyalty balance upon use.

The selected loyalty reward or email discount will then be applied to the sale.

📝​ Note: A loyalty reward or email discount will appear as a new line item on the current sale.

​To close

  1. Simply click outside the prompt.

💡 Best practice: First, add all products to the sale before adding the customer. This ensures that the loyalty reward prompt opens at the appropriate time to apply the discount to the sale.​

2. No customer attached (recommended)

If the sale doesn't have a customer attached, this prompt will remind staff to ask customers if they have an account or create an account. This will allow you to improve customer insights (who is buying what) and enable more personalized marketing after their purchase.


There are 2 prompt options to choose from to encourage staff to attach customers to the sale:

Option 1: Stop prompt

The stop prompt requires the staff member to add a customer to the sale before they can complete the transaction.

Option 2: Confirm Prompt (recommended)

The confirm prompt reminds the staff member to add the customer to the sale, but they are able to continue to complete the transaction.

⚠️ Important: The key difference between these two options is for the Stop prompt, the staff member MUST add a customer to the current sale to proceed. Whereas the Confirm prompt, the staff member can still proceed without the customer.

Prompt details:

Note: This is the same for both the Stop & Confirm prompts.

Add an existing customer

1 Click add customer

2. Enter the customer's name, email, or mobile number into the search bar and select their account to add them to the sale.

Create a new customer

1. Click add customer

2. Enter their name, and click + Add "name" as new customer, and complete their customer profile. Please note that first name and email address are required.

To close

  1. Stop prompt: Staff member must click Okay and then add the customer to the sale to proceed.

  2. Confirm prompt: Simply click Continue to proceed.

💡 Tip: Loyalty programs can serve as the perfect incentive for customers to create an account. For instance, a staff member could say...
"Have you heard about our loyalty program? It's packed with amazing perks and rewards. I can sign you up now, so you can start earning points from today's purchase!"

3. No email address

If the customer's Lightspeed profile is missing an email address, this prompt will remind staff members to ask for this information.

Prompt details:

  • Opens when: The staff member clicks "Pay" button, and the attached customer doesn't have an email address listed on their customer profile.

  • Available actions:

To add an email

​1. Under Email, enter the customer's email address into the prompt
​2. Click Continue

To close

  1. Simply click Continue to proceed to the payment screen without the email address and complete the transaction.

4. No mobile number

If the customer's Lightspeed profile is missing a mobile number, this prompt will remind staff members to ask for this information.

Prompt details:

  • Opens when: The staff member clicks "Pay" button, and the attached customer doesn't have a mobile number listed on their customer profile.

  • Available actions:

Add a mobile number

1 Under Mobile Number, enter the customer's mobile number into the prompt
​2. Click Continue

📝 Note: When collecting mobile numbers, please include the country code and avoid any additional formatting like spaces, brackets, or hyphens. etc.

To close

  1. Simply click Continue to proceed to the payment screen without the mobile number and complete the transaction.

5. Unknown marketing opt-in status

If the customer's Lightspeed profile marketing opt-in is unknown or no, this prompt will remind staff members to ask customers if they'd like to receive marketing from your store.

Prompt details:

  • Opens when: The staff member clicks "Pay" button, and the attached customer's marketing preference is unknown or not opted in on their customer profile.

Opt the customer in to receive marketing

  1. If the customer agrees to receive email and SMS marketing, select the check box next to Accepts Marketing

  2. Click Continue

⚠️ Important: If the customer does not accept marketing, please ensure the check box remains unselected before clicking continue.


📖 Learn more about asking for and receiving email & SMS marketing opt-in with Lightspeed Retail (X-Series) POS.

To close

  1. Simply click Continue to proceed to the payment screen and complete the transaction.​

6. Product recommendations

Help staff provide personalized product suggestions to the customer based on their purchase history increasing the likelihood of upselling and cross-selling opportunities.

Prompt details:

  • Opens when: The staff member clicks Pay button.

To add a recommended product to the sale

  1. If the customer agrees to purchase a recommended product, select the the product(s)

  2. Click Add Products to Basket
    This will automatically add the selected product to the current sale.

To close​

  1. Simply click No thanks to proceed to the payment screen and complete the transaction.


How to enable POS prompt(s)

📝Note: You can choose to enable all POS Prompts, or just the ones that align with your specific business goals and priorities.

  1. In your Marsello admin, go to Settings > POS Prompts

  2. Next to your chosen POS Prompt, click Edit

  • [Optional]: Customize the message. Here you can update the Title & Text that is displayed on the prompt to your staff.

  • [Optional]: Select site(s) to display your prompt. Here you can choose to have the POS prompts pop up on all registers at all sites, or select the specific sites that you want this prompt to display.

3. Click Save if you have made any changes.

4. Click the ON/OFF toggle to ON to enable.

🚀 This prompt will now display on all registers across all enabled sites.


Your staff members' experience

For staff members to view the customer's loyalty points balance and available rewards, they simply add the customer to the sale in Lightspeed Retail POS (X-Series) and the Loyalty rewards prompt will display.

1. Add the customer's products that they want to buy to the sale


2. Add your customer to the sale by searching for them by name, email address or mobile number

3. The Loyalty Rewards prompt will automatically display.

📝 Note: For existing customers:

Only rewards or email discounts available to the customer will be displayed in the loyalty reward prompt. You can identify these discounts by:

  • Loyalty rewards: Reward title (### Points)
    Next to the reward title, the points cost will be displayed in brackets, indicating the number of points the customer will use to redeem this reward discount.

  • Email discounts: Reward title (0 points)

    Next to the discount title 0 points will display to indicate no points will be used to redeem this discount

The staff member will be able to see the customer's current loyalty points balance and VIP tier. They will then ask if the customer would like to use their available reward.

  • IF YES, staff can select the reward or email discount, and then click Continue.
    The discount will automatically add to the sale.

  • IF NO, staff can click outside the prompt or Continue to close the prompt.

When the sales is complete, the customer will automatically receive their loyalty points.

For existing customer with no rewards or email discounts available:

The loyalty reward prompt will not show for these customers as they don't have any unlocked loyalty rewards or available email discounts.


FAQs

Q. Does the loyalty reward prompt only appear for customers who have an email address in their profile?

A. Customers with no email or mobile number will still be prompted and are able to redeem rewards.


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