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User Guide
Journeys
Unica Journey is a goal-based orchestration solution to craft, execute, and visualize context-driven, personalized, multi-step omnichannel customer experiences.
Designing the canvas
Design the behavior of a Journey by adding goals, touchpoints, and controls.
Touchpoints
Use Touchpoints to establish a mode of communication with the customers.

User Guide
- An Introduction to Unica Journey
  Unica Journey is a goal-based orchestration solution to craft, execute, and visualize context-driven, personalized, multi-step omnichannel customer experiences.
- Getting started with Unica Journey
  The following sections will explain the basic flow of events in designing Journeys.
- Entry Sources
  Entry source is the source from which you are providing data for the Journey. A Journey can have one or multiple entry sources.
- Data Definitions
  Data definitions are the schema of your data.
- Journeys
  Unica Journey is a goal-based orchestration solution to craft, execute, and visualize context-driven, personalized, multi-step omnichannel customer experiences.
  - Creating Journeys
  - Designing the canvas
    Design the behavior of a Journey by adding goals, touchpoints, and controls.
    - Touchpoints
      Use Touchpoints to establish a mode of communication with the customers.
    - Configuring an Email Touchpoint
      Select an email touchpoint when you want to connect to the customer using email communication. If you have integrated both Unica Link and Deliver, you will see the options Deliver and Link as delivery options for the email Touchpoint.
    - Configuring an SMS Touchpoint
      Select an SMS touchpoint when you want to connect to the customer using mobile messages. If you have integrated both Unica Link and Deliver, you will see the options Deliver and Link as delivery options for the SMS Touchpoint.
    - Configuring a Salesforce Touchpoint
      Select a Salesforce touchpoint when you want to connect with customers on Salesforce. When configuring Salesforce touchpoint, the connector to be used will be the Salesforce connector.
    - Configuring a Whatsapp Touchpoint
      Select Whatsapp touchpoint when you want to connect to the customer through whatsapp messages. Whatsapp is integrated with Unica Deliver, so you get connected to the Unica Deliver execution engine for sending whatsapp messages.
    - Journey controls
      Journey controls deals with the actions to be performed by configuring conditions before contacting the customer or after customer response.
    - Orchestration
      Journey Orchestration deals with the actions to be performed for sharing Journey data with other applications. .
    - Additional operations on Journey canvas
      You can perform the following actions when you are on the Journey canvas screen:
  - Operations on Journey listing page
    The Journey listing page is split into four tabs:
  - Journey Settings or Deduplication
  - Journey Goals
  - Journey statistics
    You can view Journey statistics when a Journey is Published or Completed.
  - Journey Status
    A Journey can have one of the four following status: Draft, Published, Paused, Completed.
- Journey chaining
  Unica Journey contains capabilities for drip marketing. Marketers can run different Journeys for a single audience group and serve customers with better communications in each stage of marketing.
- Journey Template
  Templates page lists all the saved Journey templates. Details like Template Name, Template ID, create date, Data Definition associated and preview is available on this page. Click on the Preview hyperlink to see the preview of the Journey template.
- Offer Integration with Journey
  Journey support offer from Centralized Offer Management (COM). Offer created in COM can be directly associated in email touchpoint with Link connectors in Unica Journey.
- Settings
  Use the settings menu to manage the Journey integrations like Email connectors, SMS connectors, CRM connections, and REST integrations.
- Basic features
  The basic features are features that are accessible at any time.
- Common features

Touchpoints

Use Touchpoints to establish a mode of communication with the customers.

About this task

In a Journey, you should setup how you would like to communicate with the customer. You can choose to communicate via Email or SMS. The touchpoint will be deactivated if the significant field for the specific touchpoint is not configured in Data Definitions. For example, if you want to use the Email touch point, and the data definition that you have added has First Name, Last Name, and Mobile Number fields, with Mobile Number as the significant field, the Email touchpoint will be disabled but the SMS touchpoint will be enabled.

For more information, see Creating Data definitions.

To add touchpoints, complete the following steps:

Procedure

From the Palette, drag a touch point and place it between the Journey start point and the end point.
The available touchpoints are:
- Email
- SMS
- Salesforce
- Whatsapp
- Facebook
- LinkedIN
Note: V12.1 Fixpack3 onwards AdTech touchpoint supports Facebook and LinkedIN connectors.

Audience status - can be Building, Updating, Ready , Archived etc.

Note: V12.1 Fixpack4 onwards Journey will support Whatsapp touchpoint.
Double-click the added touch point to configure it.
1. Enter an appropriate Name. Adding a name is mandatory.
2. Enter an appropriate Description. Adding a description is optional.
3. Select from one of the following options:
  - Deliver-
  - Link- Connects to the default connection configured in the Settings menu. For more information, see Setting a default email connection.
4. Click Next.
5. To create a Journey with Email touchpoint, see Configuring an Email Touchpoint.
6. To create a Journey with SMS touchpoint, see Configuring an SMS Touchpoint.
7. To create a Journey with Salesforce touchpoint, see Configuring a Salesforce Touchpoint.
8. To create a Journey with Whatsapp touchpoint, see Configuring a Whatsapp Touchpoint
Delete Touchpoints
- When you delete a configured touchpoint from journey, the associated Link action id is also deleted.
- If you have multiple configured touchpoints in one journey and you delete the journey all the associated Link action ids are deleted.
- If you delete a configured touchpoint without saving the journey, then the associated Link action ids are not deleted.
Note: From V12.1 Fixpack3 onwards we can delete touchpoints.

What to do next

Understand how to use Journey controls. For more information, see Journey controls.

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