Marketing has changed its course from cold calling to establishing meaningful relationships with the customers. When a marketer communicates with their customers, they represent their brand; in short, they are the brand’s voice. So the communications need to be clear, consistent, and most importantly, in real-time; that’s how you build valuable relationships. Unica Interact can now seamlessly leverage Unica Journey’s capability to establish a continuous dialog with customers. It helps marketers to establish a meaningful relationship with their customers by triggering special offers based on abandoned shopping carts, repeated page visits, etc. This, in turn, will result in churn prevention and increased ROI.

Using Unica Interact’s Triggered Message functionality, a marketer can acquire, engage, and retain customers throughout the buyer journey by presenting them with offers that suit their needs at the right moment through the right channel. Using out-of-the-box integration, Unica Interact can send specific audience information as well as personalized real-time Marketing messages and Offers to Unica Journey.

Unica Journey then can send a special offer to the customer on various outbound channels.

The article explains the detailed steps involved in setting up integration between Unica Interact and Unica Journey.

Let’s consider a simple use case here.

  • The customer visits the online shopping website.
  • The customer adds a mobile phone into the cart.
  • Due to some reason, the customer abandons the shopping cart.
  • The marketer wants to give a 10% discount to the customer to facilitate the purchase.

Problem Statement and Solution.

Traditional Interact marketer will now have to wait for the customer to return to the website/any other inbound channel to give him the discount offer. During this waiting period, the customer may go to some other site, and thus the marketer could lose him. Using the Triggered Message capability, the marketer can decide to give a 10% discount to the customer using any of Unica Journey’s outbound channel. This will ensure that the customer is retained and his journey is tracked using ‘Unica Journey’s powerful capabilities. In the latest HCL Unica Interact release, all the gateway configurations are now available on UI, making it very easy to start using the Journey integration with Interact.

Following are the typical steps involved in setting up a Journey gateway in Unica Interact.

  1. Configure the Journey channel in design time.
  2. Configure the Journey gateway and channel in run time 
  3. Setup Entry source and Data definition in Journey.
  4. Retrieve the details from Journey into Interactive Channel.
  5. Use the gateway on the Triggered Message tab.

Let’s understand each of the above steps in detail.

Configure the Journey channel in design time.

1. Goto “Affinium|Campaign|partitions|partition1|Interact|outboundChannels”

2. Click on ‘outboundChannel

3. Give the name of your choice.

Configure the Journey gateway and channel in run time configurations.

1. Goto “Affinium|interact|triggeredMessage|gateways”

2. Click on “Journey.’

3. Give a name to this gateway, say “Journey gateway.”

4. Go inside this gateway and expand the node “Parameter Data.”

5. Add below parameters related to Kafka details of Journey

6. Please add additional ‘Kafka’ parameters as per the authentication mode which you are using. This is mentioned in the ‘Interact Admin guide.’

7. Add a channel with the same name as that was added in section ‘A.’ under “Affinium|interact|triggeredMessage|channels.

8. Add a handler for this channel and point to the gateway created above.

Setup Entry source and Data definition in Journey.

1. Add an entry source of type ’Interact.’ 

2. Add a data definition with all the required fields.

3. Use this Entry source and data definition in a Journey.

Retrieve the details from Journey into Interactive Channel.

1. Goto the ‘Gateway’ tab in the Interactive Channel, where you want to use this gateway

2. Select ‘Journey Outbound’ from the ‘Gateway’ tab

3. Provide necessary details and move to the next window.

4. On the next page, you will see the fields for ‘Entry Source code’ and ‘Data Definition.’ Interact pulls this data from the Journey instance.

5. You need to select the desired values from the dropdown for both the fields and then click on the ‘Retrieve’ button.

6. At this point, Unica Interact will pull the Journey fields into this gateway, as shown below.

7. You need to map the relevant Interact fields to each of the journey fields. Here you have an option to map profile data, Real-time attributes as well as Offer attributes. Please select the appropriate field as per your requirement.

8. Save the field mapping and the gateway.

Use the channel on the Triggered Message tab.

1. Select the Event or Event pattern as per your requirement for the Triggered Message rule. 

2. Assign the desired offer and then select the Journey channel, as shown below.

3. Once the Interactive channel is deployed to runtime, the triggered message rule will get fired on receipt of the specified event. Interact will send the information to Journey over Kafka as per the fields mapped in the gateway configuration.

Unica Interact ensures a sophisticated real-time interaction. Its seamless interaction with journey has enabled the marketers to communicate with the customers at the right channel and at the right time. To understand and learn more about Unica Interact, you can reach out to us for any more queries, and we will be happy to help.

Comment wrap
Further Reading
Unica Journey - Dynamic Content and Offers
Marketing & Commerce | January 22, 2021
Unica Journey – Handling Dynamic Content using Decision and Engagement Split
With the increasing number of touchpoints for the customers to engage with a brand or their product, mapping out a customer’s journey has become increasingly complex. Despite that, customer journey mapping is important as it helps in unraveling customer's expectations, gain insight into their mental model, and helps in creating a personalized omnichannel experience. HCL Unica Journey is a product developed for marketers, helping them design the entire customer journey using different capabilities of Unica Journey like Touchpoints, Engagement split, Decision splits, etc. Unica Journey helps marketers communicate with their customers using different touchpoints like Email and SMS. Marketers can integrate the Journey touchpoint with different Email and SMS connectors and quickly deliver their contents/offers to the targeted audiences. Supported Email Delivery Connectors – Unica Deliver, Mailchimp, and Mandrill using HCL Link. Supported SMS Delivery Connectors – Unica Deliver, Twilio using HCL Link. Use Case: As a marketer,  I would prefer to send desired content/offers to the customers based on their hobbies along with personalization with a single click. If the customer has a hobby of ‘Reading’ then as a marketer, I want to send content/offer related to books/magazines to this customers and those who love ‘Music’ I must send content/offer related to some musical instruments, etc. Unica Journey can send dynamic offers/contents to the customers using the preferred delivery channel. The decision split of Unica Journey has a strong capability to do segmentation based on desired conditions. Journey can send desired contents/offers to the set of people who belong to that segment. Let's have a look at how we can achieve it with Unica Journey. Steps 1. Entry Source creation: The marketer needs to create an Entry source where he can upload the customer data in any supported data import formats, as shown below. E.g., CSV file in this...
FlexOffers mapping in Interact
Marketing & Commerce | September 18, 2020
Introduction to FlexOffers in Unica Interact
The course of marketing has changed from cold-calling to real communications and engaging with your customers in real-time, irrespective of the channel or mode of communication. Unica Interact facilitates this by integrating with the customer-facing systems such as call centers and sending personalized offers in real-time to provide an interactive and enhanced customer experience. FlexOffers is one such component in Interact, which allows mapping company offers, customer profiles, and the customer's real-time activity data into a Windows spreadsheet, which resembles a mapping table. What is it?​ Marketers design their segmentation logic using only a few conditions on profile attributes. Many such rules allow marketers to leverage the rich set of functionality provided in spreadsheet software, like sorting, search, filters, etc. Some rules require frequent but simple updates and can be achieved using FlexOffers. How will it help? FlexOffers helps the marketers to provide easy mapping of offers to the best-targeted customers. Marketers can use the CSV file input, with the basic mapping data, and import it into the system and integrate it with system data such as offers, zones, cells, which will create a FlexOffer mapping table. As in the past, to deploy an Interactive Channel, we do not need Interactive Flowchart and Interaction strategy. Just map a profile table create FlexOffers mapping, and deploy the IC. How Does FlexOffers Work? The basic steps required to work with FlexOffers are as below: Creating a Mapping (existing table , .csv, new table) Add /Edit /Update Rules Customize the rules Create Filters Copy the mapping table to profileServerGroup Deploy the IC 1. Creating a FlexOffers Mapping FlexOffers mapping can be created using three different ways. Create a mapping using the existing table. Select a .csv Create a brand new table and then add rules to it. The source column on the list...
Create your marketing goals with Unica Journey
Marketing & Commerce | August 27, 2020
Introducing Goal-Based Marketing with Unica Journey
There’s a new attitude in the air in marketing departments—the emergence of the performance marketer, growth marketer, and increasingly, the goal-based marketer. As a goal-based marketer, you are trying to achieve specific revenue targets weekly. You are monitoring key milestones knowing that missing a target at any one milestone will keep you from hitting your overall target. You are checking goal achievement throughout the day. If you reach Wednesday at noon and are at less than 50% of your weekly target, it’s time to do something about it. Now. The milestone events come from many actions in many systems – and you are connected to all of them in real-time. Sound familiar? Goal-Based Marketing with Unica Journey Unica Journey was designed to meet the specific needs of goal-based marketers. Here’s how. To do goal-based marketing well, you need to get the moving parts right. The first is setting the goals for each milestone. Then, the sequencing of communications around key dates, milestones, or triggers. The sequencing is important enough that you want to see it laid out. Once you’ve built your customer journey, you monitor it in real-time at each stage. You’ve got event triggers coming in across multiple entry points, and if anyone of them underperforms, your weekly target is at risk. Once you spot a conversion issue, you’re going to want to pause the journey and make adjustments to improve performance. Here’s how we do goal-based marketing in Unica Journey in three easy steps. Step 1 - Plan the goals. Start planning your goals by identifying what we call the golden milestones in your journey. A golden milestone is an event that must happen for your customer to get value from your offering. If it’s a wedding registry journey, then the bride to be will get no value...
a/icon/common/search Created with Sketch.