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
    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.
  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. 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.