> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Visits

> How Visits work in Omneo and how to use them in your CX program.

A Visit is a non-transactional interaction record. It captures that a customer was present at a location without necessarily making a purchase. Visits are separate from Transactions and are used to track footfall, in-store engagement, and service interactions.

## When to use visits

| Use case                                            | Why a Visit, not a Transaction                   |
| --------------------------------------------------- | ------------------------------------------------ |
| Customer browsed but did not purchase               | No transaction to record                         |
| In-store service appointment (alterations, styling) | Service rendered, no product sale                |
| Event attendance                                    | Customer was present at a brand event            |
| Click and collect pickup                            | Fulfillment visit distinct from the online order |
| Store loyalty card scan at entry                    | Physical location check-in                       |

## Creating a visit in CX Manager

Staff can manually log a visit against a customer profile:

1. Open the profile in CX Manager or Clienteling
2. Navigate to the **Interactions** tab
3. Select **New Visit**
4. Set the location, date, and any notes
5. Save

The visit appears on the profile timeline alongside transactions and other interactions.

## Visits and reactions

Visits can trigger Reactions, which makes them useful for visit-based incentive programs:

* **Visit Achievement**: increment an achievement count on every visit
* **Visit reward**: issue a reward after a customer reaches a visit threshold
* **Visit notification**: send a post-visit follow-up message

Example reaction trigger: `visit.created`

```json theme={null}
{
  "event": "visit.created",
  "actions": [
    {
      "type": "achievement.increment",
      "achievement_handle": "visit-count"
    }
  ]
}
```

Pair this with an Achievement Definition set to issue a reward at level 5 (5 visits) to create a simple visit-based program without requiring spend.

## Visit frequency reporting

Visits contribute to the profile's interaction history and can be used in CX Manager reporting to understand:

* How often known customers visit without purchasing
* Which stores have the highest visit-to-purchase conversion
* Whether service interactions correlate with higher future spend

<Note>
  Visit frequency reports and aggregation fields for visit count may vary by Omneo instance configuration. Confirm with your Omneo team which aggregation attributes are available.
</Note>

## Visits vs transactions

|                              | Visit             | Transaction                   |
| ---------------------------- | ----------------- | ----------------------------- |
| Requires a purchase          | No                | Yes                           |
| Creates a financial record   | No                | Yes                           |
| Triggers reward calculations | Only via reaction | Automatically (if configured) |
| Contributes to Tier spend    | No                | Yes                           |
| Visible on profile timeline  | Yes               | Yes                           |