Tracking contact history

Configure a Track process to update existing rows in contact history or create new rows.

About this task

For examples, see The Track process.


  1. Open a flowchart for editing.
  2. Drag the Track process Dots from the palette to your flowchart.
  3. Connect one or more configured processes as input into the Track process.
  4. Double-click the Track process in the flowchart.

    The Track process configuration dialog box opens and the Source tab is open by default.

  5. Use the Source tab to select input cells that contain potential responders. Cells from processes that are connected to the Track process appear in the Input list.
    1. Use the Input list to select different or additional source cells.
    2. Use the Contact date field to select a date to associate with records that the Track process will update. By default, a value of "Today" is selected. You can also use derived fields to populate the Contact date.
    3. Select a Contact status code to associate with the records that you are updating in contact history.
  6. Click the Mapping to treatments tab.

    Use the Candidate action fields list to choose the relevant field to match to the Treatment Code. The Treatment Code uniquely identifies the row in the contact history to update.

    Select a field to use for matching, and click Add to move it to the Matched offer/treatment fields list, so it is paired with a treatment code.

  7. Click the Log tab to specify how to update contact history.
    Note: You must have the appropriate permissions to enable or disable updates to contact history tables.
    1. To update contact history in the system tables, select the Log to contact history tables check box.
    2. Specify how to update the contact history tables:
      • Update existing records: If a record exists, update it. If a record does not exist, do not create it.
      • Create new records only: If a record does not exist, create it. Do not update existing records.
      • Update existing and create new: If a record exists, update it. If a record does not exist, add it.
    3. To write additional fields to the contact history, click Additional fields to display the Contact history logging options dialog. Use the Add, Remove, Match, Up1, and Down1 buttons to select and move fields from the Candidate fields list to the Fields to log list. Unmatched fields will not be updated.
    4. Click OK.
  8. If you want to log to a destination other than, or in addition to, the contact history in the system tables, select the Log into other destination check box. This option allows you to write to an alternate table or file.
    1. Use the Log to list to specify whether the output should be written to a file or a new or existing table in the database:

      If you select File, use the Specify output file dialog to output to a Flat file with data dictionary, Flat file based on existing data dictionary, or a Delimited file.

      If you select New table, use the New table definition: Select the table type dialog to specify information about the new table to which you want to write the log output.

    2. To specify which fields to output to the log, select fields from the Candidate fields list and move them to the Fields to output list.
      If you do not see the fields that you want to select, expand the items in the Candidate fields list. You can also used derived fields for Candidate fields.
    3. You can automatically find matching fields by clicking Match . Fields with exact matches for the Table field names are automatically added to the Field to log list. If there are multiple matching fields, the first match is taken.
    4. Select an option to specify how to handle updates to the output file or table:
      • Append to existing data: Append the new contact information to the end of the table or file. If you select this option for a delimited file, labels will not be exported as the first row. This is the best practice for database tables.
      • Replace all records: Remove any existing data from the table or file, and replace it with the new contact information.
  9. (Optional) Click the General tab to assign a name and descriptive note to the process. The Process name is used as the box label on the flowchart. It is also used in various dialogs and reports to identify the process. Use the Note field to explain the purpose or result of the process. The content of this field appears when you rest your cursor over the process box in a flowchart.
  10. Click OK.


The process is now configured. You can test run the process to verify that it returns the results you expect.