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Documentation Index

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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

MethodWho
Manually in CX ManagerAdmin or Manager users
Manually in ClientelingIn-store staff
Programmatically via APIIntegrations and custom logic
Bulk updateImplementation or data operations
Example automatic logic: “If a customer links their Instagram account and has more than 10,000 followers, apply the ‘Influencer’ status.”

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Status in incentive logic

Status is one of the most powerful modifiers in the Omneo incentive engine:
StatusIncentive modification
VIPExtra 30 days on rewards and benefits
Staff40% off full-price benefit, ongoing
Ex-StaffAccess to store credits
Influencer2x Tier Points on all purchases
MediaFree delivery benefit on online orders

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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.