Offline Data (Omnichannel)

Offline Data (Omnichannel)

by on ‎08-27-2015 08:19 PM - edited on ‎07-11-2017 09:41 AM by (3,854 Views)

Omnichannel Enrichment allows AudienceStream to act on data generated offline, such as brick-and-mortar store sales or call center activity. This offline data is correlated to your online data where action can be taken on it.

Here's a quick video overview on how to leverage Omnichannel Enrichment in your marketing goals. 

This guide covers the following topics:

Table of Contents Placeholder

Adding an Omnichannel Enrichment

Setting up Omnichannel Enrichment requires you to configure the service you want to use and decide what data you want to send. To begin setting up an Enrichment, navigate to the Omnichannel tab under the Enrich menu and click the Add Enrichment button.

Configuring the File Transfer

First you have to identify the service you're sending your offline data to:

  1. In the Configuration tab, select the service you want to use. The service you select determines where you send your data. AudienceStream needs access to this data in order to act on it. There are several options:
    • My FTP Connection - If you have a particular server you want to send data to via FTP, select this option.
    • My S3 Bucket - If you have your own Amazon S3 bucket you want to use, select this option.
    • Tealium S3 Bucket - If you want to use Tealium's S3 bucket, select this option.
    • My SFTP Connection -If you have a particular server you want to send data to via SFTP, select this option.
  2. Enter a Title to identify this enrichment, preferably by its channel.
  3. Enter the credentials necessary to access the service you selected. If you select the Tealium S3 option, then the necessary credentials are automatically entered for you.
  4. Enter any notes to describe this Enrichment. This is an optional field.
  5. Click 'Next' to proceed to File Definitions.

Select Service uploading file to s3.png

Adding a File Definition

File Definitions enable AudienceStream to take the data from your offline activities and populate your Attributes, thus enriching your visitor profiles. You must make sure to properly format the data in a CSV file in order for AudienceStream to process its contents. The CSV file must have a unique prefix for the file name, which includes an underscore "_" at the end of the prefix. The rest of the file name must include a version convention, in order to distinguish one file from another. For example, my-file_20150318v1.csv. It is suggested that the data values be surrounded by double quotes, though be sure to properly handle escaping characters as needed.

 

To set up a File Definition:

  1. Click Add File Definition.
  2. Enter the Unique File Prefix you assigned to the file such as "my-file". This prefix identifies the file on the server so that AudienceStream knows which file to process. You'll notice an example of the file name appear beneath the Unique File Prefix field, with "VERSION" in place of your own version convention. This will give you an idea of the file name format expected by AudienceStream.
  3. Visitor ID (REQUIRED) - Select a Visitor ID Attribute from the Map drop-down. In the From text field, enter the name of the column that identifies the visitor in the CSV file. This is required for AudienceStream to know which visitor profile to associate the the data to. Common examples of visitor identifiers are “Customer ID” and “Email Address”.

    If you have defined multiple visitor IDs, they will be automatically stitched into the matching visitor profile during CSV import.

  4. Omnichannel Attributes: This feature replaces the legacy Column Mappings. List the names of the columns you want to import. For every column you import, AudienceStream creates a new Omnichannel Attribute with the same name, which are then made available for use in Rules, Enrichments, and Streams (excluding Audiences).

    OPTIONAL: Choose the date format using the date picker. Check the Restricted Data box if you prefer to exclude the Attribute from other Tealium services (What is Restricted Data?).

Column name may not contain "#", "^", or whitespace characters.

 

Sending Omnichannel Data to DataAccess and Cloud Delivery

By default, Omnichannel data is used for enrichment purposes only. But if you want to export it to DataAccess or use in Streams for triggering Cloud Delivery Actions, you must enable the required functionality. To do that, simply check the Send to DataAccess and Cloud Delivery Connectors box. 

Uploading Ominchannel Files

The final step is to upload your CSV files to Omnichannel. You will require a third-party application to initiate the upload. We recommend Cyberduck because it’s free and cross-platform, but you may use any of your preferred applications for this purpose.

Here are the general instructions for Cyberduck:

  1. Install (or launch) Cyberduck.
  2. Create a new connection and give it a title.
  3. From the first dropdown, pick the service you selected in the Configuration tab.
  4. Enter the credentials (username and password) for your service.
    • My FTP Connection and My SFTP Connection - the credentials are pre-populated in the Configuration tab. Simply copy-paste them in the Cyberduck fields.
    • Tealium S3 bucket - the credentials are pre-populated as Access Key (username) and Secret Key (password).
  5. Provide other details, such as the server, path, port, etc, required by your service.
  6. Save the connection.
  7. Now you are ready to upload files. Simply drag-drop your CSV files into Cyberduck.

Review File Definition 

To see an example of what your CSV file should look like based on the File Definition you set up, click Download CSV. Additionally, you can click the Edit File Definition to make changes to your Enrichment's File Definition.

Enrichment_Summary_View.png

Using Omnichannel Attributes

Once created, Omnichannel Attributes will appear in dropdowns for Rules, Enrichments, and Streams under their own heading. Here's an example:

omni attribute list.png

 

To view the list of existing Omnichannel Attributes:

  1. Navigate to Enrich > Attributes.
  2. Select the Omnichannel scope.

Omni attribute dashboard.png

Legacy Column Mappings

As of December 17, 2015, the Column Mappings utility has been downgraded. As a result, any existing File Definitions that contain legacy mappings will NOT be preserved. Please upgrade to the OmniChannel Attributes utility by reapplying those mappings in a new File Definition.

example cm.png 

Understanding the Omnichannel Import Process

Omnichannel Enrichment begins after you set up a File Definition and Save/Publish your AudienceStream profile.

The imports process works as follows:

  1. Check For New Files - The system checks for new files every 10 minutes.
  2. Transfer Files - New files are transferred from their location and marked as downloaded. This ensures they aren't processed a second time. The source files remain in their original location. AudienceStream never deletes files.
  3. Process Files (Visitor Lookups) - Each file is processed line by line. For each line in a file, AudienceStream performs a visitor lookup based on the field specified as the Visitor ID. If the visitor exists in AudienceStream, the data from that line in the file is imported and the visitor is enriched. Because each import action is treated as a separate offline event, it will flow into the Live Events tab along with other online events.

    Optimize the import by grouping data related to a single visitor in sequential lines in the file. This will allow a single lookup of the visitor for multiple lines of data.

  4. Attribute Enrichment - During the import, all Attribute Enrichments for the visitor (except those that are Preloaded) will run automatically.

    Previously you would have to use the ‘In Audience at Bulk Import’ trigger to force enrichment when the visitor next visited your site. As of September 8, 2016, the Omnichannel logic has been optimized so that the enrichment happens automatically during import. While the trigger is no longer available to new Actions, all existing triggers will continue to work as usual.

Next Steps

Frequently Asked Questions

What happens if the visitor is not found in AudienceStream?

The visitor is onboarded into AudienceStream and their data is enriched into a new visitor profile. Onboarded visitors are retained in that profile for 90 days, which is the default Profile Retention Time. To set a different Retention Time, please contact your Account Manager.

 

What happens if the download fails?

If AudienceStream fails to download a file it will simply wait 10 minutes for the next bulk import and try to download it again.

 

What if a file failed to be processed?

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:

  • the CSV file is improperly formatted eg. not a valid CSV file
  • the column names used in the File Definition do not exist in the file

Omnichannel Import Limits

The following limits are in place for Omnichannel file processing:

  • Total Rows of Data Per Day: 1,000,000
  • Number of Rows Per File: 100,000 (therefore a limit of 10 files each with 100,000 rows for a total of 1 million rows.)

Tealium’s Collect API is another way of sending Omnichannel data into UDH. The API is recommended in the event the file volume exceeds the import limit.