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Statuses are a special type of label applied to a customer profile to define a specific relationship with the brand, outside of whatever the “standard” customer relationship is.

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What statuses represent

A status defines who a profile is in the context of the brand. Examples:
  • Staff, the customer is an employee
  • VIP, a high-value customer with elevated entitlements
  • Influencer, a customer with significant social media reach
  • Stylist, an in-store advisor linked to client profiles
  • Media, press and media contacts
  • Shareholder, corporate shareholders
  • Ex-Staff, former employees with retained benefits

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Key characteristics

  • A profile can have zero, one, or multiple statuses
  • Statuses are brand-defined: created and managed in CX Manager
  • Statuses can be customer-facing (shown in Profile Portal) or internal only
  • Statuses can be ranked to determine precedence when a profile has multiple statuses
  • Statuses can modify incentive entitlements and other experiences

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How statuses are assigned

Example automatic logic: “If a customer links their Instagram account and has more than 10,000 followers, apply the ‘Influencer’ status.”
Bulk assignment can remove existing statuses if done the wrong way. The profile import and a PUT to the profile endpoint replace the whole status set, detaching any status not in the payload. To add a status without removing the ones a profile already holds, use the additive batch status endpoint described in Statuses (dev guide).

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Status in incentive logic

Status is one of the most significant modifiers in the Omneo incentive engine:

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Status hierarchy and precedence

When a profile holds multiple statuses, the rank of each status determines which takes precedence for experiences that can only show one status. For example, if a customer is both a “Shareholder” and a “VIP”, the higher-ranked status determines what they see on the Profile Portal landing page.

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Statuses in reactions and targets

The flattened_statuses array is available in reaction conditions and target templates, enabling automation logic based on a profile’s current statuses.