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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.

Every incentive in Omneo goes through a lifecycle. Understanding the four core events — Issue, Claim, Extend, Redeem — is fundamental to building effective incentive programs.

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Issue

Issuing creates an incentive instance on a customer’s profile. This is the most common entry mechanic — Omneo creates the incentive automatically based on configured logic. Who issues:
  • Reaction/automation logic (e.g., issue a reward when spend crosses $1,000)
  • Admin or manager users in CX Manager
  • In-store staff in Clienteling
  • API (programmatic issuance)
What gets issued:
  • Rewards (dollar-value discounts)
  • Benefits (entitlements and vouchers)
  • Points (abstract currency)
  • Tier assignments

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Claim

Claiming is customer-initiated. The customer requests an incentive they believe they qualify for. Omneo evaluates their eligibility via JSON conditions before granting the incentive. Claimable benefits are common for:
  • “Join date anniversary” benefits the customer can collect each year
  • “Complete your profile” benefits requiring specific attributes to be filled
  • “Refer a friend” rewards after the referred customer makes their first purchase
The claim mechanic shifts the experience from the brand “giving” something to the customer “earning” something — a subtle but meaningful distinction for engagement.

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Extend

Extending pushes the expiry date of an existing incentive forward. Extensions can be:
  • Manual — by admin or manager users on individual profiles
  • Self-service — customers can request an extension via a link in Profile Portal (for reward types with extension enabled)
Extension mechanics are typically used for customer service scenarios (e.g., extending a reward for a customer who was on holiday during their expiry window) or as a retention tactic for lapsing customers.

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Redeem

Redeeming is the act of using an incentive at purchase. The redemption process differs by incentive type:

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Reward redemption

  • Customer presents their profile at POS or is identified at online checkout
  • The POS/eCommerce integration calls Omneo to retrieve the reward balance
  • The reward amount is applied as a dollar-off discount
  • Omneo records the redemption against the reward instance
  • The nearest-expiry reward is depleted first

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Benefit redemption

  • Customer’s profile is identified at purchase
  • The benefit’s promotional rule is checked — is it eligible for this transaction?
  • If eligible, the promotional rule is applied in POS/eCommerce
  • Omneo records the redemption against the benefit instance

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Credit redemption

  • Customer applies credit at checkout as a payment method
  • Credit balance is reduced by the applied amount
  • Remaining balance is paid by the customer using standard payment

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Redemption hierarchy

When multiple incentives are available on a profile, the redemption order is: 
Benefits → Rewards → Credits → Payment
Benefits activate first (they are discounts on specific items or categories), then rewards apply to the remaining total, then credits cover any remaining balance before the customer pays.