What is the Okendo integration?

The Okendo integration connects your Okendo account to Instant AI. It has two parts that share one connection: Okendo Loyalty starts loyalty flows from Okendo events and syncs each shopper’s points balance and VIP tier to their Instant profile, and Okendo Reviews sends your review requests to Okendo’s review form and starts flows when a shopper leaves a review.

Why you need it

  • Without Okendo Loyalty, Instant does not know when a shopper joins your program, earns points or redeems a reward, so none of your loyalty flows can react to those events.
  • Without Okendo Loyalty, your emails cannot show a shopper’s points balance or VIP tier.
  • Without Okendo Loyalty, you cannot build segments of loyalty members by points or tier in Instant.
  • Without Okendo Reviews, the links in your review request emails go to your product pages, not to Okendo’s review form.
  • Without Okendo Reviews, Instant does not know when a shopper leaves a review.

How to set it up

Before you start

  • You need an active Okendo account for the same store.
  • Your Okendo plan must include the Merchant REST API. Okendo includes it on its Advanced plan and above, and sells it as an add-on for other plans.
  • You need to be able to log in to Okendo and open Settings, so you can copy your API credentials.

Connecting Okendo Loyalty

  1. In your Instant AI dashboard, click the Settings cog in the bottom left corner
  2. Under Site, select Integrations
  3. Select the Loyalty tab, or search for Okendo
  4. Click Connect on the Okendo Loyalty card
  5. In a new browser tab, log in to Okendo and go to Settings > Integrations > Credentials
  6. Copy your User ID
  7. Generate a Merchant REST API key and copy it
  8. Go back to Instant and paste them into the User ID and Merchant REST API key fields
  9. Click Connect
  10. Okendo Loyalty shows under Connected

When you connect, Instant imports your existing Okendo loyalty members, their points balances and their VIP tiers. After that, Instant receives updates from Okendo as they happen.

Connecting Okendo Reviews

  1. Go to Settings cog > Integrations and select the Reviews tab, or search for Okendo
  2. Click Connect on the Okendo Reviews card
  3. If Okendo Loyalty is already connected, Instant uses the same Okendo account. Click Connect Okendo Reviews. You do not need to enter your credentials again
  4. If Okendo Loyalty is not connected, follow steps 5 to 9 above to enter your User ID and Merchant REST API key
  5. Okendo Reviews shows under Connected

Note: If you connect Okendo Reviews, turn off the review request emails in Okendo, and any Okendo review request flow in Klaviyo. If you do not, shoppers get two review requests for the same order.

Setting up a loyalty flow

  1. Go to Flows in your Instant AI dashboard
  2. Scroll to the Loyalty section
  3. Click Manage flows to see every flow in that section
  4. Click Set up next to the flow you want
  5. The flow opens on the Template tab with a starter email already written. Edit the copy and design to suit your brand
  6. Enable the flow when you are ready to send

Note: If Okendo already sends an email for the same event, turn that email off in Okendo. If you also have Okendo flows in Klaviyo, turn those off too. If you do not, shoppers get two emails for the same event.

How it works

Loyalty flows

Each flow starts when Okendo sends Instant the matching event. 8 flows in the Loyalty section can start from Okendo:

Membership

  • Welcome to Loyalty: starts when a shopper joins your Okendo loyalty program.
  • New Member Reward: starts when Okendo gives a shopper points for creating an account.

Milestones

  • Loyalty Birthday: starts when Okendo gives a shopper their birthday points.
  • Loyalty Anniversary: starts when Okendo gives a shopper points on their loyalty anniversary.

Points

  • Points Earned: starts when Okendo approves points for a shopper.
  • Points Adjusted: starts when you change a shopper’s points balance in Okendo.

Rewards

  • Reward Redeemed: starts when a shopper spends points on a reward through Okendo.

Referrals

  • Referral Completed: starts when Okendo gives a shopper points after a referred friend places an order.

Review requests

When Okendo Reviews is connected, your Request Review flow sends shoppers to Okendo’s review form instead of your product page:

  • Each product in the email links to the Okendo review form for that product.
  • The main button links to the review form for the first product in the order.
  • If Instant knows the shopper’s email address, the form opens with it already filled in.

The timing of the Request Review flow does not change. For more on timing, see How to use a Request Review Flow with Instant AI.

Review Submitted flow

The Review Submitted flow starts when a shopper leaves a review through Okendo. Use it to thank the shopper for their review.

Loyalty fields in your emails

When Okendo Loyalty is connected, two loyalty fields are available in the email editor:

  • Points balance
  • VIP tier

To add one, type {{ in a Rich Text block and search for the field. Click the field to set a fallback, so shoppers with no value see your fallback text instead.

Tip: The starter emails in each flow already include details from the Okendo event, such as the points awarded or the reward name. Keep these in place when you edit the copy.

Loyalty filters for shoppers and segments

  1. Go to Shoppers in your Instant AI dashboard
  2. Click to add a filter and select Loyalty
  3. Choose Points balance or VIP tier, then choose a comparison and a value
  4. Click Apply

You can use the same Loyalty filter when you build a segment.

Loyalty card on the shopper profile

Each shopper profile has a Loyalty card. For an Okendo loyalty member, it shows:

  • Membership status, with their VIP tier if they have one
  • Loyalty provider
  • Points balance

If the shopper is not a loyalty member, the card shows Not a loyalty member.

FAQ

Why can’t I set up some of the flows in the Loyalty section with Okendo? Points Expiration, Points Reminder, Store Credit Awarded, Coupon Awarded, Reward Reminder, Referral Shared, Referral Share Reminder, Loyalty Tier Upgraded, Loyalty Tier Downgraded and Loyalty Tier Progress do not start for Okendo stores.

Do I need Okendo Reviews to show Okendo reviews and star ratings in my emails? No. Product blocks and Social Proof blocks read your Okendo reviews from your product pages, with or without the integration. For more, see How Reviews and Social Proof Work in Instant AI Emails.

Can I connect only Okendo Reviews, or only Okendo Loyalty? Yes. Each one connects on its own. If you connect both, they use the same Okendo account.

Okendo shows Action needed on the Integrations page. What do I do? Instant has lost access to Okendo, or Okendo has stopped sending Instant its events. This can happen if you generate a new API key in Okendo. Click Manage on the Okendo card and follow the steps to reconnect with your current User ID and Merchant REST API key.

Can I connect a different Okendo store to the same Instant site? No. Disconnect Okendo Loyalty and Okendo Reviews first, then connect the other store.

What happens if I disconnect Okendo? If you disconnect one of Okendo Loyalty or Okendo Reviews, the other stays connected. When you disconnect the last one, Instant removes its connection from your Okendo account, so your Okendo flows stop starting and loyalty data on profiles stops updating. Review request links go back to your product pages. You can reconnect at any time.

For more on adding fields to your emails, see How to add personalisation fields to your emails.