Create a multi-touch interaction

Overview

By combining multiple triggers, targets, and offers, you can create single interactions with multiple touch points. There are two ways to do this: with a single workflow or multiple workflows. This topic reviews how to create a multi-touch interaction using a single workflow.

Creating a multi-touch interaction in a single workflow

The steps in this section represent a simple two-touch interaction using a single workflow and native channels. This example can be modified as needed to fit your use case.

The video below walks through the process detailed in this section.

Prerequisites

The following prerequisites are needed before creating this interaction.

Audiences: you’ll need to create at least one audience in advance to use in your interaction. This example uses two. The one in the first touch point contains a large group of customers to target. The second audience in the next touch point ensures that the second offer is only sent to members of the original audience that are still opted in to receive emails.
Offers: this interaction requires the use of at least once pre-built offer. This example only uses one offer, as we want to send the same offer in both touch points, but if you want to send a different offer with each touch point, you’ll need multiple offers.
Connector setup: when configuring your offers in the interaction, you’ll need to choose the channel connector you want to use for each offer. These connectors should have been set up during the implementation of RPI, but if you need assistance setting up a new connector, check out our resources or contact support@redpointglobal.com.

Design the interaction

The first step in creating any interaction is designing the interaction. The interaction we’re building in this example is a simple use case to send a special promotion to a group of customers. After a delay of two days, the special promotion will send again to those who didn’t open the initial email.

This interaction is just a sample. You may need to make changes to the design to fit the needs of your campaign.

To build the base of the interaction:

From the RPI home page, go to the quick access menu and select Orchestration>Interactions>Create New Interaction.
Choose Empty Interaction.
From the Workflow Controls menu, drag the Scheduled trigger onto the workspace.
From the Targeting menu, drag the Batch Audience activity over to the Scheduled trigger to create a connection between the two.
From the Fulfillment menu, drag the Offer activity over to the Batch Audience activity to create a connection between the two. That completes the first touch point.
For the second touch point, drag the Delay trigger from the Workflow Controls menu to the first offer to create a connection between the two.
From the Targeting menu, drag the Batch Audience activity over to the Delay trigger to create a connection between the two.
From the Fulfillment menu, drag the Offer activity over to the Batch Audience activity to create a connection between the two. That completes the second touch point.

Your interaction design should look something like the example below.

Left-click and hold on a trigger or activity to drag it around the workspace into clean workflow design.

An image of the interaction designer in RPI. The image includes a scheduled trigger connected to a batch audience, which is in turn connected to an offer. That offer is connected to a delay trigger, which is then connected to a second batch audience, which is finally connected to a second offer. — Sample of a single workflow multi-touch interaction.

Configuring the first touch point

Though both contained in a single workflow, this interaction contains two separate touch points. We’ll start by configuring each part of the first touch point.

The steps below are the minimum requirements for configuring the trigger, Batch Audience, and Offer. You may wish to further configure these beyond what is described in these steps.

To configure the Scheduled trigger:

Select the Scheduled icon and choose Show Configuration Panel.
From the Scheduled Date field, choose a date and time you’d like to send your initial offer and select Close on the calendar widget.
Select Done.

To configure the first Batch Audience:

Select the Batch icon and choose Show Configuration Panel.
On the General tab, under Audience, select the audience you’d like to use in this first touch point.
Select Done.

To configure the first Offer:

Select the Offer icon and choose Show Configuration Panel.
On the General tab, under Offer, select the offer you’d like to use in this first touch point.
Under Channels, select Configure.
Choose Add Channel.
From the Channel dropdown, select the channel you’d like to use to send the offer.
Select Done and then Done again.

Configuring the second touch point

We’ll complete this interaction by configuring the second touch point.

The steps below are the minimum requirements for configuring the trigger, Batch Audience, and Offer. You may wish to further configure these beyond what is described in these steps.

To configure the Delay trigger:

Select the Delay icon and choose Show Configuration Panel.
On the General tab, choose how long you’d like to wait after the first offer is sent before sending the second offer.
Select Done.

To configure the second Batch Audience:

Select the Batch icon and choose Show Configuration Panel.
On the General tab, under Audience, select the audience you’d like to use in this second touch point. In this example, we’ll use a different audience than the first one. This second audience ensures that the second offer is only sent to members of the original audience that are still opted in to receive emails.
Go to the Inputs tab, then check the box next to the channel name that you chose in the first offer.
From the newly available checkboxes, check Not Opened.
Select Done.

To configure the second Offer:

Select the Offer icon and choose Show Configuration Panel.
On the General tab, under Offer, select the offer you’d like to use in this second touch point.
Under Channels, select Configure.
Choose Add Channel.
From the Channel dropdown, select the channel you’d like to use to send the offer.
Select Done and then Done again.

Finalize your interaction

Now that our interaction is designed and configured, all we need to do is name and save the interaction to make it ready to activate.

To name and save the interaction:

Select the default name “New Interaction*” and enter a unique name for the interaction.
Select the Save icon from the toolbar.
Choose a location to save your interaction.
Select Save.

Your interaction is complete and ready to activate.

Completed interaction for a single workflow multi touch interaction.png — The finalized sample single workflow multi-touch interaction.

Additional resources

Best practices: Multi-touch campaign templates