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:
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.
First you have to identify the service you're sending your offline data to:
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:
If you have defined multiple visitor IDs, they will be automatically stitched into the matching visitor profile during CSV import.
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.
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.
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:
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.
Once created, Omnichannel Attributes will appear in dropdowns for Rules, Enrichments, and Streams under their own heading. Here's an example:
To view the list of existing Omnichannel Attributes:
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.
Omnichannel Enrichment begins after you set up a File Definition and Save/Publish your AudienceStream profile.
The imports process works as follows:
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.
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.
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.
If AudienceStream fails to download a file it will simply wait 10 minutes for the next bulk import and try to download it 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:
The following limits are in place for Omnichannel file processing:
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.