Triggered action

Interact is able to send messages through triggering events or event patterns. With more adaptation of this feature recently, enhancements are added to provide better flexibility and usability.

Triggered actions allows you to deliver offers to a different channel than the one where the request was sent in Interact. These offers are triggered by predefined user events and/or event patterns. In Unica Interact, events are posted for an audience ID, which triggers a predefined notification rule. The rule results in a push of the selected offer to this audience ID in a different outbound channel. The inbound channel, which triggered this message does not receive the offers from Interact as the result of the triggered event post. However, the same offer may still be returned to the inbound channel as the result of getOffers or getOffersForMultipleInteractionPoints API calls. Events and event patterns are the two types of triggers that are used in the triggered messages process flow. Once an event or event pattern is triggered, the eligibility conditions determine what offer selection method is used and which channel is used for offer delivery. You can select an audience level eligibility and add conditions based on eligible segments, profile attributes, and session attributes. You also have to set offer criteria. You can choose between automatically selecting the next best offer or selecting the specified offer or offer list. After you select the offers for your triggered messages, you must specify at least one touchpoint (gateway or outbound channel) for these offers. You can also add a delay factor for the channel so that messages are sent at a later scheduled time from the time the trigger occurred. The delay factor is specified between event or event patter execution and offer delivery time. Without a delay factor, the message is sent the moment it is triggered.

The following capabilities are provided in triggered actions (TA):

  1. Any user-defined event or event pattern already existing in the same interactive channel can be used as the trigger.
  2. Each TA entry has one and only one trigger, whereas a trigger may have multiple TA entries.
  3. Each TA entry has one or more branches.
  4. Each TA branch has three components: eligibility, offers, and Touchpoint.
  5. In each eligibility, users need to choose a mapped audience level and optionally create one or more conditions using the following attributes.
    1. Profile attributes
    2. Real time attributes
    3. Segments
    4. Session Parameter
  6. There are two options for choosing the next best offer.
    • Apply the normal offer candidacy logic, similar to that in getOffers request, which requires a zone to be selected.
    • Explicitly specify the desired offer or offer list. When this option is selected, you can select a specific offer or offerlist, and use advanced options to specify eligibility and score of the offer, personalize the offer’s attributes, and configure the learning settings.
  7. You can browse the offer and select one offer or offer list from specific folder.
  8. Offer attributes for offer list in advance option will be offer attributes of all offers of offerlist.
  9. In the Touchpoint component, one and only one Touchpoint has to be selected from one of the following four types of sources
    1. The Gateway groups created and managed via the Touchpoints tab, where a drop down box is displayed with all available gateway groups for users to choose the target Touchpoint.
    2. The Gateways created and managed via the Touchpoints tab, where a drop down box is displayed with all available and valid gateways for users to choose the target Touchpoint.
    3. A Touchpoint defined in an audience profile attribute (Customer Preferred Channel), where a drop down box is displayed with all available profile attributes for users to choose the target Touchpoint.
    4. A Touchpoint defined in an offer attribute (Offer Preferred Channel), where a drop down box is displayed with all available offer attributes for users to choose the target Touchpoint.
  10. Touchpoint page has following information.
    • Touchpoint selection box displays the list of gateway groups and gateways with type.
    • It supports SECOND, MINUTE, HOUR, DAY, DATE delay unit with IMMEDIATE, DELAY and NO_DELAY delay type.