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Omneo

Integrate Omneo CX with Zendesk

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Omneo

Omneo CX

Omneo is an omnichannel Clienteling, Loyalty and CX platform that allows retailers to create and use customer data in stores and online that primarily helps customers shop more and more often.

The Omneo Zendesk integrations enables Omneo clients to quickly access and edit customer profile and loyalty data directly within the Zendesk agent interface ensuring any changes are instantly synchronised back to the brands entire CX ecosystem.

With the Omneo Zendesk integration, agents can:

  • View and create Omneo profiles directly in Zendesk

Quickly create and edit Omneo profiles directly in Zendesk

  • View Omneo rewards, aggregations and communication preferences

View or update data in Omneo directly from a Zendesk ticket

  • Open Omneo Clienteling from a Zendesk ticket

Open Omneo Clienteling directly from Zendesk

  • View and Create Zendesk tickets directly from Omneo

stores can use this feature to create rich proactive outreach communications that customers can reply to and also comply with the customers communication preferences and consent for brand initiated

  • Sync Omneo Profile Tags to Zendesk

Specific tags and attributes from Omneo Profiles can be pushed to Zendesk, to ensure inbound tickets are routed to the correct teams.

How to install

Installing Omneo

The Omneo Zendesk integration requires a full Omneo account.

You can enquire about creating an Omneo account here

To install the Omneo Zendesk Integration you will need:

  • An Omneo Token

Generate an omneo token from your Omneo CX Manager (located at {omneo_subdomain}.manager.getomneo.com.

Navigate to Settings->API Tokens->Add Token /nName the token as you'd like, but make sure to apply the following scopes: 

* Connections (Read/Write) * Identities (Read/Write) * Lists (Read/Write) * List Definitions (Read/Write) * Benefits (Read) * Locations (Read) * Products (Read) * Profiles (Read/Write) * Ratings (Read) * Rewards (Read) * Tenants (Read)

Details requried for Zendesk Installation

  • tokenYour Omneo token, you've generated above
  • subdomainThis is your Omneo subdomain, you can find this by accessing your CX Manager URL, where subdomain is the value you need in {subdomain}.manager.getomneo.com
  • view The view that is used to invoke Omneo Clienteling. Views give your store staff or agents, special layouts of Omneo Clienteling. This can be left blank if you are not using Omneo Views.

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