Olo Engage Integration

A summary of the Olo Loyalty integration with Olo Engage, including supported features steps for setup. 

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Olo Engage is a powerful marketing platform which is part of the Olo product suite for managing everything from ordering to marketing. Launched November 2024 Article Last Updated December 2024 Category MARKETING ANALYTICS

 

Highlights

1. Once the integration is enabled, the following Olo Loyalty data is automatically ingested into Olo Engage Platform

• Loyalty Member profile updates
  • New Member Profiles.
  • Updates to Profiles such as Members Name, Phone Number, Olo Loyalty ID, Loyalty Status, Email, Date Of Birth, Zip code, Address.
  • Updates to Member Preferences such as Email/SMS subscription preferences, Favorite Store Location.
  • Loyalty Member deletions.
• Loyalty Transaction Events
  • Orders placed by Loyalty Members
    • Order Total
    • Order time and location
    • Loyalty Points Accrued
  • Loyalty Offer Events
    • Offers/Rewards Accrual Events along with the associated loyalty points, if Any.
    • Offers/Rewards Redemption Events along with the associated loyalty points, if Any.
    • Offers/Rewards Expiration Events

Please refer to Olo Engage’s Olo Loyalty Integration documentation for more details of all the data fields available in Olo Engage after the integration is enabled.

2. The loyalty data ingested from Olo Loyalty along with other data available in Olo engage platform cab be leveraged in many ways to get meaningful insights, to launch targeted campaigns and drive up customer loyalty. Please refer to Olo Engage documentation for more details on the growing list of common use cases.

Things To Know

• Data Sync Frequency and Interval: Please note that the loyalty data is not synced to Olo Engage in real time. The data is uploaded to Olo Engage as a hourly upload of the csv files. The uploaded files are processed by Olo Engage to ingest the data.
  • When the hourly upload job runs in Olo Loyalty, all the events that occurred during the 60 minutes interval ending at the top of the previous hour gets uploaded. For example: If the job runs at 8:30AM UTC, the uploaded file contains data from 6:00-7:00AM UTC.
• Campaign Naming for Olo Engage Integration: The integration between Olo Engage and Olo Loyalty uses Campaign Names to map triggers. Because Campaign Names in Olo Loyalty must be unique, follow these steps when updating a campaign or creating a new version to avoid needing to remap your flow in Engage:
  • Rename your current Olo Loyalty campaign by adding a version indicator (e.g., rename "Birthday $6off" to "Birthday $6off v1").
  • Create your updated campaign in Olo Loyalty using the original Campaign Name (e.g., "Birthday $6off").
• Best Practice for Building Loyalty Journeys with Olo Engage: When setting up Olo Engage journeys triggered by events from Olo Loyalty, it's best to use single-purpose transactional journeys rather than multi-step flows. Complex, multi-step journeys that mirror Olo Loyalty's logic directly can become difficult to manage, test, and maintain.
  • Example: You want a welcome journey where guests initially receive a welcome offer after signup. If the initial offer expires unused, a second offer with a new expiration is provided. Instead of a single complex journey, set up two distinct transactional journeys in Olo Engage:
    • Journey 1
      • Trigger: Olo Loyalty event for earning Welcome Offer #1
      • Action: Send initial Engage message(s)
      • Follow-up: Reminder message(s) if the offer is unused after a specific period.
    • Journey 2
      • Trigger: Olo Loyalty event for earning Welcome Offer #2
      • Action: Send secondary Engage message(s)
      • Follow-up: Reminder message(s) if this offer remains unused after a specific period.
  • Tip: When possible use defined "offer earned" events from Olo Loyalty as your trigger. Avoid triggering based on "offer unused" scenarios, since you may later make changes to offer rules in Olo Loyalty which could cause these Olo Engage journeys to run inaccurately.

Integration Setup

Requirements

1. Please confirm with your Olo Customer Success Manager (CSM) if the Olo Loyalty Account is ready for setting up the Olo Engage integration.

Setting up the integration

1. Authorize the Olo Implementation specialist to initiate the integration setup.
2. An Olo Implementation specialist will reach out to the Olo Loyalty Integrations team with the credentials needed to setup the data uploads.
3. Olo Loyalty configures the automatic, recurring hourly data uploads.
4. Olo configures the integration within Engage and performs data validation
5. Integration is turned on in Production  
6. Brand can begin using Olo Loyalty data within the Engage Dashboard