Exchange recognizes several predefined events that are specific to channels and general customer behaviors and interactions that allow easier adoption of subscribers due to the commonality of these events.
The following section illustrates predefined events that can be published by an endpoint.
Web | Mobile | Paid Media / Ad tech | Social | |
---|---|---|---|---|
|
|
|
|
Note: Events occurring in Programs or Automated message groups will include the Program ID or Group ID. |
Location | Contact Center | CRM | Mobile Struggle |
---|---|---|---|
|
|
|
|
Acoustic Exchange event data in universal behavior queries
You can use Exchange event data to create more relevant queries and ensure that you are targeting the best possible segment for marketing messages.
Use the following procedure to use Exchange event data to create more relevant queries.
- In Queries, select Universal behavior from the behavior options. Note, the universal behavior option is not displayed if Exchange is not configured for the organization and for the database you are building a query against.
- A new criteria is added to the rule builder.
- From the drop-down list, select the configured universal behavior that you would like to use. The Target section shows the attributes for the event type and time frame options that are configured.
- When you are finished building the criteria, click Done to save your rules.
Acoustic Exchange event data in programs
Program entrance criteria
You can use Acoustic Exchange event data in program entrance criteria.
- Select a database that is configured for Exchange events as the contact source.
- Choose the Add contacts when the following events occur option.
- Select Universal behaviors.
Note: The menu item is not displayed if the selected database does not contain events.
- Select an event. Click Add behavior. The attributes that are specific to that event display.
- Select your criteria and then click Apply.
Program actions
You can use Acoustic Exchange event data in a program flow by building rules. Rules are available for the following actions:
- Decision point
- Update profile
- Lead route
- Move to track
- Move to exit
- Add contact to Campaign (if a CRM database is the contact source)
- Sync to CRM (if a CRM database is the contact source).
- Select an Action and drag it to your wanted location on the flow chart.
Click an Action to configure. Select Contacts who match the option 'These rules'. The Rule Builder window is displayed.
- Select Behavior > Universal behavior.
- Select Event. The attributes that are associated with that event are available in the select criteria.
- Click Save & close.