Interactions

Interactions functionality is available for Customer Engagement customers who are using the paid add-on component Incentives.

An interaction in Customer Engagement is some happening or event that you want to save to a specific contact in Customer Engagement. For example, an interaction could be used whenever a contact:

Writes a review
Posts on Instagram
Refers a friend
Reuses or repairs something
Marks an item as a favourite

Interactions provide an additional way to collect data that can be used to understand and engage the consumer. Interactions are intended for events that can’t be collected in other ways. Things like purchases, returns, NPS and so on that already have their own pathways into Customer Engagement should not use Interactions.

Interactions data structure

A Customer Engagement interaction is a dynamic object, meaning that the data in an interaction does not need to be set by Voyado, but instead can be customized through a schema provided by the customer. An interaction is different from an activity in Customer Engagement. Activities have only one data type, and are imported through XML, whereas interactions can be fully customized and use the API. You can use the data collected through interactions in a number of ways: Segmentation: Create segmentations based on the number of times or the time when an interaction was received in Customer Engagement. Contact card: In the tab “Interactions” you can get an overview of which interactions a contact has received. Automations: Set up an automation flow using the triggers “New Interaction” (any interaction being received for the first time) or “New specific interaction” (an interaction of a specific schema, with a specific value, being received for the first time).

Interactions are primarily meant for tracking of events connected to contacts and their interaction with the retailer. There should be a marketing or loyalty purpose with using interactions, not just data transfer and/or storage. While there are no exact limits on the amount or frequency of data, Voyado reserves the right to restrict data volume in cases of excessive use.

Interactions API

Interactions use two dedicated endpoints.

/interactionschemas
/interactions

The interactionschemas endpoint

This is used to define the interaction schemas your interactions can use:

Get all interaction schemas defined

GET api/v3/interactionschemas

Add new interaction schema

POST api/v3/interactionschemas

Delete a specific interaction schema

DELETE api/v3/interactionschemas/{interactionSchemaId}

Get a specific interaction schema

GET api/v3/interactionschemas/{interactionSchemaId}

An UPDATE does not exist for this endpoint, meaning that once it’s created, an interaction schema can’t be altered. However, you can delete an interaction schema and then submit a new one with the same ID. The new schema must be backward compatible with the deleted one.

Deletion of an interaction schema will lead to deletion of all interactions based on that schema for all contacts, even if you recreate it after using the same identifier.

Any automation triggers set up for a schema that has been deleted will result in errors/deadletters and automation flows that do not progress. But as soon as a schema with the same ID is put back in, the automation will work as before, provided the changes made are backward compatible (meaning that no properties present in the schema are removed in the updated version).

The interactions endpoint

This endpoint concerns the individual interactions (interaction events) sent to Customer Engagement. Such an interaction is always linked to a specific contact and a specific interaction schema.

Get interactions for specific schema and contact

GET api/v3/interactions

Get single interaction by ID

GET api/v3/interactions/{interactionId}

Create interaction for specific contact and schema

POST api/v3/interactions

Deletes specific interaction

DELETE api/v3/interactions/{interactionId}

Creating a schema

The interaction, its data and identifier, are defined in a JSON schema. Read more about the formatting standards at this page. Once the schema is created, it must then be posted to the API, after which interactions that follow that schema can be used. Here is an example of a schema:

Schema example with details

{
  "id": "Reuse-Spring-2023",
  "displayName": "Reuse Spring Sale",
  "jsonSchema": {
    "$schema": "https://json-schema.org/draft/2020-12/schema",
    "type": "object",
    "properties": {
      "price": {
        "type": "integer",
        "displayName": "Price",
        "showInContactCard": "true",
        "sortOrder": "1"
      },
      "purchase-timestamp": {
        "type": "string",
        "format": "date-time",
        "displayName": "Purchase timestamp",
        "showInContactCard": "true",
        "sortOrder": "2"
      },
      "name": {
        "type": "string",
        "displayName": "Name",
        "showInContactCard": "true",
        "sortOrder": "0"
      }
    },
    "required": [
      "name"
    ]
  }
}

string

required

The identifier for this schema, must be unique. Can only contain the characters a-z, A-Z, 0-9, underscore (_) and dash (-). For example: “Autumn-campaign_2023” is allowed, but “Höst-kampanj_2023” is not.

string

required

The name that will be displayed in the Customer Engagement UI for this kind of interaction.

object

required

The body of the actual schema.

string

required

This must have the value shown.

string

required

This must be “object” as shown.

object

required

Containing the properies as objects.

Each property object defined has the following fields:

string

required

This is either “string”, “number”, “integer” or “boolean”.

string

This is optional and defines which format the attribute must have. For example, the “purchase-timestamp” attribute is of type “string” with a format of “date-time”, so only strings in the format “2018-11-13T20:20:39+00:00” will be allowed. Read more here about the various formats.

string

required

What is shown in the Customer Engagement UI for this property.

string

required

This is “true” if this property is to be displayed on the contact card.

string

required

This is “true” if this property can be used in segmentation in Customer Engagement (see the section on segmentation below).

string

required

An integer which determines in which column on the contact card this property will be displayed. The leftmost column has sortOrder value of 0, the next to the right has 1, and so on.

Deeply nested JSON structures are not currently supported. Don’t use more levels than shown in the example.

The schema JSON you build is then sent to this endpoint as the body of the request:

POST api/v3/interactionschemas

If successful, this new kind of interaction as defined by this schema is ready to use.

Sending an interaction

Once the schema has been accepted by Customer Engagement, you can start sending that kind of interaction. Every interaction must be linked to a specific Customer Engagement contact. This interaction uses the schema defined above:

{
    "contactId":"cf6d21fa-6e2b-481c-ab38-afa1012233ff",
    "schemaId": "Reuse-Spring-2023",
    "createdDate": "2023-05-23711:13:42.074Z",
    "payload":{
        "price": 100,
        "type": "Jeans",
        "name": "Reused Item"
    }
}

The createdDate field, if not specified in the payload, will be automatically set to the current timestamp.

This is sent as the body of a request to the following endpoint:

POST api/v3/interactionschemas

If a property in the payload does not match the schema, that property will not be sent to Customer Engagement, but will still be saved in blob storage. If the interaction does not follow the rules of the schema, it will be ignored. Upon acceptance, a unique ID for this interaction will be returned. This can then be used to retrieve that specific interaction again, if that is ever needed, through the endpoint:

GET api/v3/interactions/{interactionId}

The productSku property

Many customer interactions are events where a product might be involved, for example, a product review or repair. Product metadata - such as category, brand, dimensions - might be useful in these cases for personalisation in email communication or other purposes. Therefore you should always add all this data to the schema. It is good practice to also indicate which product is the subject of the interaction with the reserved property name productSku since Customer Engagement might later on develop functionality around this, automatically enriching the interaction product metadata. The productSku property is a string value.

Use cases of interactions

Here are some use case examples of interactions, with example schemas.

1 - Wishlist

If your customers are identified online, either via Voyado Soft Identification or a login, you can track their behaviour. This is especially useful if they are showing an interest in a product on your e-com site. The schema used will be something like this:

{
 "id": "wishlist",
 "displayName":"Wishlist",
 "jsonSchema": {
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "type": "object",
  "properties": {
   "date": {
    "type": "string",
    "format":"date-time",
    "displayName": "Date",
    "showInContactCard": "true"
   },
   "productSku": {
    "type": "string",
    "displayName": "SKU",
    "showInContactCard": "true"
   } //Product name, product category, brand, price, eco label
  }
 }
}

2 - Wholesale purchases

If your business deals with wholesale purchases via resellers you can include post-purchase registration of that product to see what your customers have bought regardless of channel. A typical scenario could be a QR code that leads to landing page for this registration and identification for the customer, with the purchase/product data tracked to Customer Engagement as an interaction like this:

{
 "id": "wholeSalePurchase",
 "displayName":"Whole sale purchases",
 "jsonSchema": {
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "type": "object",
  "properties": {
   "date": {
    "type": "string",
    "format":"date-time",
    "displayName": "Date of purchase",
    "showInContactCard": "true"
   },
   "productSku": {
    "type": "string",
    "displayName": "SKU",
    "showInContactCard": "true"
   }, //Product name, product category, brand, price, eco label, size
   "pricePaid": {
    "type": "number",
    "displayName": "Price paid",
    "showInContactCard": "true"
   },
   "source": {
    "type": "string",
    "displayName": "Source of purchase",
    "showInContactCard": "true"
   }
  }
 }
}

3 - Repairs

Interactions could be used to reward customers for making sustainable choices, such as repairing items. If you are tracking repairs of garments or other products in some system, you might want to give the customer some benefits from their actions.For this, you’ll need to send those events to Customer Engagement. An interaction to use might look like this:

{
 "id": "repair",
 "displayName":"Repair",
 "jsonSchema": {
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "type": "object",
  "properties": {
   "registrationDate": {
    "type": "string",
    "format":"date-time",
    "displayName": "Registration date",
    "showInContactCard": "true"
   },
   "productModel": {
    "type": "string",
    "displayName": "Product model",
    "showInContactCard": "true"
   },
   "brand": {
    "type": "string",
    "displayName": "Brand",
    "showInContactCard": "true"
   },
   "productId": {
    "type": "string",
    "displayName": "Product ID",
    "showInContactCard": "true"
   },
   "storeName": {
    "type": "string",
    "displayName": "Store name",
    "showInContactCard": "true"
   },
   "storeId": {
    "type": "string",
    "displayName": "Store ID",
    "showInContactCard": "true"
   },
   "isFreeRepair": {
    "type": "boolean",
    "displayName": "Free repair",
    "showInContactCard": "true"
   }
  }
 }
}

4 - Preowned products

If your business involves second hand products, you could use a schema like this to track them:

{
 "id": "preownedProduct",
 "displayName":"Pre-owned",
 "jsonSchema": {
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "type": "object",
  "properties": {
   "date": {
    "type": "string",
    "format":"date-time",
    "displayName": "Date",
    "showInContactCard": "true"
   },
   "productSku": {
    "type": "string",
    "displayName": "Product SKU",
    "showInContactCard": "true"
   }, //Product name, product category, brand, price, eco label
   "size": {
    "type": "string",
    "displayName": "Size",
    "showInContactCard": "true"
   },
   "condition": {
    "type": "string",
    "displayName": "Condition",
    "showInContactCard": "true"
   },
   "storeDropOff": {
    "type": "boolean",
    "displayName": "Store drop off",
    "showInContactCard": "true"
   },
   "reimbursement": {
    "type": "number",
    "displayName": "Reimbursement",
    "showInContactCard": "true"
   },
   "storeName": {
    "type": "string",
    "displayName": "Store name",
    "showInContactCard": "true"
   },
   "storeId": {
    "type": "string",
    "displayName": "Store ID",
    "showInContactCard": "true"
   }
  }
 }
}

5 - Recycling of products

If you have a system in place to recycle products, you could track the customer’s recycling activity with this schema:

{
 "id": "recycled",
 "displayName":"Recycled",
 "jsonSchema": {
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "type": "object",
  "properties": {
   "date": {
    "type": "string",
    "format":"date-time",
    "displayName": "Date",
    "showInContactCard": "true"
   },
   "dropOffPoint": {
    "type": "string",
    "displayName": "Drop off point",
    "showInContactCard": "true"
   },
   "quantity": {
    "type": "number",
    "displayName": "Quantity",
    "showInContactCard": "true"
   },
   "type": {
    "type": "number",
    "displayName": "Type of recycling",
    "showInContactCard": "true"
   }//Batteries, electronic waste, aerosol etc
  }
 }
}

6 - Reward engagement

You could use interactions to reward behaviors such as:

Reviews or surveys: Track the number of product reviews your customers have made.
Referrals: Track if you customers are making your database grow through referral recruitment.

As a placeholder for storing objects

The interactions entity can be seen as a log of events connected to a contact. Interactions stored for a contact can’t be changed once saved, although they can be deleted. The Customer Engagement interactions schema also allows a retailer to collect data on anything else that could be encoded as an interaction, for example the cars owned by a specific contact.

Example: Subscriptions

A retailer’s business might involve subscription-based services. The events involved when such a subscription starts, changes or ends can easily be expressed as interactions. It’s possible to save the active subscription to a contact as a specific interaction type and then delete it when it is no longer valid. This allows the Customer Engagement user to segment customer with a specific number of subscriptions active. All the detailed information could be put into the interaction schema as properties, either for display in the Customer Engagement contact card or for use in automations. For targeting, however, this is somewhat limited in that Customer Engagement can’t tell how many active subscriptions a contact has at any one time.

Example: Custom attributes

It’s possible to encode objects and their properties as multiple custom attributes. This allows an easier way to deal with having different properties for each instance of an object. The contact model is given a set of fields, some of which might be empty. For example:

Car1-type, Car1-brand, Car1-year
Car2-type, Car2-brand, Car2-year
Car3-type, Car3-brand, Car3-year
Car3-type, Car3-brand, Car3-year

A limitation here is that it becomes cumbersome to segment based on how many of an object a contact has.

Personalizing messages

You can use individual data points from an incoming interaction to personalize your send-outs. To do this you’ll need the ID of the specific interaction schema.

In this case, this is the string “Reuse-Spring-2023”. You’ll also need the name of the property in the interaction that you’d like to insert into your send-out:

In this example, we want to insert the “price” value. Once you know the interaction schema ID and the property name, combine them like this in the email editor (this shows the classic email editor):

You’ll need to lower-case the interaction schema ID. This was “Reuse-Spring-2023” in the interaction, but in the editor you’ll write “reuse-spring-2023” as shown above.

Interaction segmentation

The interaction Segmentation functionality described here is not yet on general release. Contact Voyado if you are interested in using it.

The property addToSegmentation can be used in interaction schemas. Adding this property to one of your schema’s properties with a value of “true” makes the property show up in the filtering tool. You’ll then be able to segment for contacts with a certain value of that property. If a property is not to be segmentable, you can either include addToSegmentation with a value of “false” or just leave it out entirely for that property.

Read a general introduction to interaction segmentation

The types allowed for segmentable properties are:

Boolean
String (date is stored as a string)
Integer
Number

These are also the only types allowed in the schema definitions. This is an example of using addToSegmentation in a schema:

Limitations

Some limitations are imposed on the use of interaction schemas with segmentable properties:

A Customer Engagement environment can have a maximum of 15 interaction schemas in total
A schema can contain a maximum of 6 segmentable propties. Validation exists to enforce this. For example, you can’t have an interaction with 6 segmentable properties of type “Number”, then 6 more of type “String”. In the example image above, every property has addToSegmentation but it is only “true” for 6 of them so only these will be segmentable.

Upgrading

There is no direct way to update an existing interaction schema to use the new addToSegmentation functionality while still keeping the same schema name / ID. And when an interaction schema is deleted, all interactions associated with it are also removed, as well as all data displayed in the contact card or available for segmentation. This happens automatically. So if you want to leverage addToSegmentation and retain old interactions for a certain interaction schema, there are two ways:

1 - Create a new schema using the same interaction structure

You’ll create a new schema that is identical to the existing one, the only difference being that some properties will now have the addToSegmentation property with a value of “true”. It will need a different name, and it’s good if this name is connected to the original schema’s name.For example, if the original schema is called “Repairs”, create a new scheme with a name such as “Repairs-segmentable” with exactly the same structure and properties, the only difference being that some of the properties will now have the property addToSegmentationset to “true”. Now segmentation will be possible for the new schema (“Repairs-segmentable”).The segmentation UI in Customer Engagement will display all the properties you’ve marked as filtering options / fields for that schema. Segmentation for the old schema (“Repairs”) will just allow you to access the number of interactions received for a specified date range (which is the original behavior).

2 - Delete original schema and re-import interactions

If the source system retains historical interactions OR if you are able to fetch all the interactions from Customer Engagement prior to deletion of that schema using the relevant API endpoints, you have the option to delete all interactions and re-import them into an upgraded schema.Follow these steps:

Confirm interactions exist

Confirmed that the interactions have been saved somewhere.

Delete the schema

Delete the old schema which will delete all of those interactions from Customer Engagement.

Recreate the schema

Recreate the schema you deleted using addToSegmentation (as “true”) added to the properties you want to be able to segment on.

Save the schema

Save that schema with the same name as the one you deleted in step 2

Import old interactions

Import the old interactions into the new schema, giving you a single schema that “owns” all the historical interactions as well as the new, all of which can be segmented on.

You will need to pause all automations you might have that are triggered by new interactions, so that customer who have already passed through an interaction automation won’t re-enter it.

Contacts

Transactions

Orders

Loyalty

Product data

Ratings and Reviews

Product Discovery

Interactions data structure

Interactions API

The interactionschemas endpoint

The interactions endpoint

Creating a schema

Sending an interaction

The productSku property

Use cases of interactions

As a placeholder for storing objects

Example: Subscriptions

Example: Custom attributes

Personalizing messages

Interaction segmentation

Read a general introduction to interaction segmentation

Limitations

Upgrading

​Interactions data structure

​Interactions API

​The interactionschemas endpoint

​The interactions endpoint

​Creating a schema

​Sending an interaction

​The productSku property

​Use cases of interactions

​As a placeholder for storing objects

​Example: Subscriptions

​Example: Custom attributes

​Personalizing messages

​Interaction segmentation

Read a general introduction to interaction segmentation

​Limitations

​Upgrading

Interactions data structure

Interactions API

The interactionschemas endpoint

The interactions endpoint

Creating a schema

Sending an interaction

The productSku property

Use cases of interactions

As a placeholder for storing objects

Example: Subscriptions

Example: Custom attributes

Personalizing messages

Interaction segmentation

Limitations

Upgrading