Omnichannel is a feature for importing offline data into the Customer Data Hub where it enriches visitor profile data and becomes actionable within connectors.
Omnichannel imports are now configured as Data Sources. See the File Import Data Source article.
Before you begin:
This guide has the following sections:
Here's a quick overview of the omnichannel feature:
This guide covers the following topics:
The primary goal of an omnichannel import is to supplement online visitor profile data with valuable offline data. This is accomplished using two types of attributes: visitor and omnichannel. Visitor attributes define your visitor profiles and represent the unified view of your customer. Imported omnichannel attributes help complete this view of the customer via attribute enrichments.
An omnichannel attribute must be used in an enrichment of a visitor attribute in order for its data to be imported.
There are two components used in setting up an omnichannel file import: a file transfer service and a file definition.
The file transfer service is a secure location where you upload your files for Tealium to retrieve them. Tealium supports the following file transfer services:
If using your own file transfer service, be sure to have the connection details ready before proceeding.
A file definition is a detailed description of the CSV files to import. This includes the names of the files and the name of each CSV column (corresponds to a Customer Data Hub attribute). Each file definition must also specify a visitor identifier that will appear in each row of the file. This identifier will link the imported data to visitor profiles in AudienceStream.
When a file is processed, the omnichannel attributes are used to create and update visitor attributes via enrichments. For this reason, it's important that your visitor attributes are configured to use the new omnichannel attributes in their enrichments.
For example, if you are importing offline purchase data and want to update a visitor lifetime order value, you will create an enrichment in the visitor attribute to leverage the omnichannel attribute.
Lifetime Order Value
Once a file transfer service is configured with a file definition, you will upload a file to the service. The omnichannel system then follows this order of operations:
When multiple files are uploaded at the same time using SFTP or S3, the files are processed in the order of the upload timestamp.
Grouping rows with the same visitor ID will increase the speed of the import.
Setting up an omnichannel enrichment requires you to configure a file transfer service and a file definition. To begin setting up an omnichannel enrichment, go to Sources > Omnichannel and click + Add Enrichment. The omnichannel dialog will appear with a two-step process to configure a file transfer service and create a file definition.
To configure your file transfer service:
A file definition identifies the names of the columns in the CSV file. These column names automatically generate omnichannel attributes with the same names. In the next section these attributes are used to enrich visitor attributes.
To set up a file definition and define omnichannel attributes:
Column names are case sensitive and may not contain "#", "^", or whitespace characters.
To see an example of what your CSV file should look like based on the file definition, click Download CSV or Copy CSV. The resulting file will contain two rows of data, the header line with the column names and one row of placeholder data.
Example sample CSV:
The next step is to configure your visitor attributes with enrichments based on the omnichannel attributes. Omnichannel attributes appear in the attribute drop-down menus for rules, enrichments, and streams.
To view the list of existing omnichannel attributes:
To enrich a visitor attribute with an omnichannel attribute:
The final step is to upload your CSV files. You will require a third-party application to initiate the upload. We recommend Cyberduck because it’s free and supports FTP and Amazon S3, but you may use any client for this purpose.
To upload a file via FTP or Amazon S3 using Cyberduck:
You are now ready to upload files by dragging and dropping your CSV files into Cyberduck.
When using S/FTP, the file must be located in the root folder. Omnichannel cannot locate files in the sub-folders of an S/FTP connection.
If AudienceStream fails to copy a file via the file transfer service it will simply wait 10 minutes and try again.
When a process failure occurs, the file will be ignored and not attempted to be processed again. Please submit a Support Desk request to get assistance diagnosing a problem with a failed import.
File processing can fail for one of the following reasons: