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An Interaction in Omneo is a lightweight record of something a customer did that is not a purchase. Each interaction captures one action, in one channel, carrying a signal of positive, neutral, or negative. It is the catch-all activity record for anything that does not have its own dedicated model. Where a Transaction records a purchase, an interaction records the smaller signals around it: a login, a product view, a form submission, a clienteling screen view, or a store visit. Any one of these on its own is minor. Together they build a picture of how a customer engages with a brand between purchases.

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What an interaction captures

Every interaction is described by five required fields. A small set of optional fields adds detail: description, url, duration, latitude and longitude, interacted_at (when the action happened, if not now), tags, and a free-form meta array. The signal field is what makes interactions useful for sentiment over time. A run of negative-signal support interactions followed by a positive-signal one tells a story that no single record could.

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The catch-all role

Interactions exist so that meaningful customer activity has somewhere to live even when it does not justify its own model. Reach for an interaction when an event is worth remembering but is too small or too varied to model on its own. Do not use an interaction where a dedicated model already exists. Those models carry richer, purpose-built fields and their own reporting, and duplicating them as interactions splits the same activity across two places.

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Linking to other models

Interactions are deliberately flexible. A single interaction can link to almost any other object in Omneo, which makes it a connecting record as much as an activity record. Use this to attribute an interaction to where, what, and who it involved. Beyond these, an interaction can point at almost any other Omneo object through a polymorphic link: set interacted_type to the object type and interacted_id to its ID. Supported types include transaction, order, appointment, questionnaire_submission, rating, reward, benefit, list, and many more. This is how an interaction ties otherwise separate records together, for example linking a feedback interaction to the questionnaire_submission that produced it.

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Recording an interaction

How you record an interaction depends on how much you know about the customer. Both routes write the same kind of record. The difference is how the profile is determined. For the full mechanics, see Working with interactions and Global vs profile-scoped endpoints.

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Interactions are event records

Treat an interaction as a record of a moment that has passed. In normal use you create it and move on; you do not go back and change it. This is what makes a profile’s interaction history a reliable timeline. Interactions are not immutable in the way a Transaction is. The API does expose edit and delete operations, each behind its own permission scope, for correcting a mistake or honouring a deletion request. Use them for correction, not as part of normal activity recording.

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Convenient, not creepy

Interactions make it easy to record a lot of activity, so the question is not what you can track but what you should.
Only record interactions a customer would expect and find useful. The test is simple: if the customer saw the record, would it feel convenient, or creepy? Track the actions that help you serve them better, and leave the rest.
Actions that pass this test, and that interactions are well suited to, include:
  • A login on a website or app
  • A view of a page or a product
  • A view within a clienteling session
  • A submission of a third-party form

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Using interactions

Interactions earn their place in two ways.
  • Reporting: browse interactions across all profiles with the global Interactions API to understand engagement, channel mix, and sentiment trends alongside transaction data.
  • Incentives and gamification: each new interaction fires an interaction.created event, which is available as a Reaction trigger. Use it to award points, issue a benefit, or progress an achievement when a customer takes a tracked action, for example rewarding the first product review of the month.