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

  1. 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
    • Twitter
    Users can add Twitter connector via Link. For uploading audiences in twitter for advertising ability use existing list or create a new List. This is very similar to other ADTECH integrations. New touchpoint is not needed for this. Existing ADTECH type with new twitter connector will also be listed.

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

  2. 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:
    4. To add global preference in touchpoint, while configuring touchpoint select the checkbox Follow Business hours and channel preferences (Defined in Platform). When the checkbox is checked, Journey will check for the time preference defined and will proceed only when the send time falls within the selected time frame. If the send time does not fall within the selected time frame, then journey will go in waiting state and will wait for the next preferred time. For Journey in waiting state when you hover on the touchpoint on Journey canvas screen, the popup displays waiting option. Click on the waiting option will display Waiting page. This page will display the following information: Date time , Reason, Entry Source Name along with data definition fields.
      Reasons column will display one of the below reasons for Journey to be in Waiting State:
      • INVALID_COMMUNICATION_TIME - This wait reason is displayed when user try to send communication in non-communication hours define in contact central.
      • CAPACITY_NOT_AVAILABLE - This wait reason is displayed when user try to send communication but all the capacity defined for the day/week in contact central is consumed.
      • GLOBAL_ID_NOT_MAPPED_WITH_CHANNEL - This wait reason is displayed when user try to send communication from one of the channel (email, sms,whatsapp, push) but for that particular channel global preference is not set.
      • NA - This wait reason is displayed when journey is waiting for response from contact central, once journey get the response and any of the above-mentioned reason come in response it will update to that response.
      If user has set capacity for sending communication but no time preferences, then while sending communications Journey will check for the capacity available. If the capacity is available then communication will be send, else Journey will wait for the next available capacity.
      Note:
      • Time zone and channel preferences can be set for Email, SMS, Whatsapp and Mobile push touchpoints.
      • From Journey version 12.1.3, if the Audience moves to waiting state due to invalid communication or insufficient capacity, the Audience would remain in waiting state till the next valid communication time or the next capacity setting is available in Contact Central. Example:
        • If capacity is exhausted, audiences will remain in waiting state. If user increases the capacity, new audience will proceed but old audiences will remain in waiting state. These audiences will proceed from the waiting state when next day/week's capacity is made available.
        • If audiences remains in waiting state due to invalid communication time, the audiences will proceed when the next valid communication time gets available.
    5. Click Next.
    6. To create a Journey with Email touchpoint, see Configuring an Email Touchpoint.
    7. To create a Journey with SMS touchpoint, see Configuring an SMS Touchpoint.
    8. To create a Journey with Salesforce touchpoint, see Configuring a Salesforce Touchpoint.
    9. 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: If required we can delete touchpoints.

What to do next

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