About customer accounts
Let participants and loyalty members sign in to experiences with their own account, for a personalised experience.
Customer accounts, sometimes called CIAM (customer identity and access management), connect the accounts your customers hold with you to OmniLab. They're for participants, not your staff. For your team's sign-in to Studio, see SSO for your team.
What the participant experiences
The participant leaves the experience, signs in with the account they already have with you, and comes straight back to where they were. Done well, it feels like one continuous visit.
The participant opens the experience
They are anonymous at this point.
They choose Sign up or Log in
OmniLab remembers the page they were on.
OmniLab sends them to your identity system
Your own sign-in screen, your own branding.
They sign in with the account they already have
Password, one-time code, social login — whatever you support.
Your system confirms who they are to OmniLab
OmniLab returns them to the page they left
Now recognised, with their history and entitlements available.
They continue the experience as a known participant
The participant returns to the exact page they left, not to the campaign home page.
The participant opens the experience
They are anonymous at this point.
They choose Sign up or Log in
OmniLab remembers the page they were on.
OmniLab sends them to your identity system
Your own sign-in screen, your own branding.
They sign in with the account they already have
Password, one-time code, social login — whatever you support.
Your system confirms who they are to OmniLab
OmniLab returns them to the page they left
Now recognised, with their history and entitlements available.
They continue the experience as a known participant
Steps 3 to 5 happen on your side. OmniLab hands the participant over and waits for them to come back.
What it enables
- Participants are recognised across sessions and campaigns.
- Reward history, registration data and personalised content are tied to a known account.
- Participants don't re-enter their details every time.
Where it's used
The most common use is an in-store kiosk. A loyalty member scans their card, and the kiosk passes the card's identifier into the experience. With a recognition integration for the campaign, they play as a recognised member instead of filling in a form. See Pass a known customer into an experience.
If your customer identity system isn't connected, an experience that expects a known member doesn't fall back to an anonymous session: the visitor is blocked. Check the connection works before you test any card-based journey.
How it's set up
OmniLab builds and configures the connection to your customer identity system: your developers don't write it. Amazon Cognito user pools are supported as standard. Any other system is a project with OmniLab, so raise it early.
Your identity team provides:
| Detail | Notes |
|---|---|
| An application registered for OmniLab | With its client ID and client secret. Share the secret securely with your Customer Success Manager, never by plain email |
| Your sign-in address | The hosted sign-in domain participants are sent to |
| The user pool ID and region | For Amazon Cognito |
| The callback address, registered | Your Customer Success Manager gives it to you. With a custom domain, register its version too |
| The member identifier | The value a kiosk or app passes as fci, such as a loyalty card number |
To start, tell your Customer Success Manager:
- which participant details OmniLab should know;
- which campaigns will use it;
- which systems hold that data today.