Create an omnichannel campaign

4 min

Note

Email and SMS channels are legacy features and not offered to new customers.

You can create campaigns that use multiple communication channels at each touchpoint.

Omnichannel marketing keeps a customer’s interaction with your brand consistent and seamless, regardless of device or channel. Your customers can research products in-store, match prices on their phones, and purchase on their tablets without having to identify themselves when switching channels.

Create omnichannel content

A single or multichannel campaign becomes omnichannel with touchpoints. See Understand campaign configuration basics to review other campaign configuration options before proceeding.

To create an omnichannel touchpoint complete the following:

Go to Activations > Overview.

Create or select a One-Time or Behavioral campaign.

Edit Touchpoint 1.

Select a channel and create the content.

Click Add Channel to add another channel.

Note

You can only use a channel once.

Configure additional options like email, app push, or web push.

Repeat the process for additional touchpoints.

Click Save.

Click the campaign name in the breadcrumb trail and click Go Live.

When the campaign is live, customers receive all communications for which they are eligible.

Example omnichannel scenario

Consider an omnichannel touchpoint that uses email and web push channels. A customer who does not have an email address but is associated with a valid web push token receives the web push message and can proceed to the next step in the campaign. However, the customer does not receive the campaign if included in a multichannel campaign with an email touchpoint followed by a web push touchpoint.

Disable or delete content

Go to Activations > Overview.

Select the omnichannel campaign.

Edit the touchpoint with the omnichannel content.

Click More Options on the channel tab you want to disable or delete.

Select Disable or Delete.

Repeat the steps to re-enable the content and click Enable.