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Creative Builder within Alterian CX

Use creative builder to setup your emails creatives and their elements if you have an email manager account configured.

Creative builder has the same navigation and functionality as campaign builder in the standalone email manager solution with some additional features.

Creative builder is already available to our Campaigns customers. To allow our Alterian CX customers a more integrated and centralised creative process we are now providing creative builder to our CX users. This will allow them to create, review and edit the creatives they hold within email manager without having to access a separate solution.

Details on how creative builder work can be found here.

Naming of Tabs

When you have multiple tabs, it was previously difficult to see the identifying wording on them. This necessitated opening tabs it to find out what it was!
We will now remove the brand where a customer only has one and we place the brand name after the functional identifier of the tab where more than one brand is present.
This allows the more useful wording to sit at the beginning of the tab name making it easier to identify what each is.

Searching

The global search available in each screen will now show global parameters when the search term matches. When you click through to the global parmeter it will open full screen allowing you to review and adjust if required.

Global Parameters

The global parameters page has been redesigned to allow our users to more easily find and then adjust global parameters.

We now have a searchable, filterable and sortable main list screen and an adjustable side panel that provides a clear view on the attributes of the global parameter.

We now provides helpers when using the environment values allowing larger strings or dates to be added more accurately and easily.

The standard parameter formatting and the ability to force a global parameter are maintained.

Steps/Plugins

Alterian Email Manager

The Alterian email manager plugin allows email sends to be triggered by rules running within Alterian CX.

Our existing method relied upon our customers being able to access the standalone Alterian email client.

Customers needed to login to the standalone client, create a deployment then create and link the deployment to a “drop folder” (Email Manager created location where triggering files could be dropped).

This “drop folder” and its configuration was then used in the mapping of the fields in Alterian rules and to provide the sending functionality.

This method provides good reporting within email manager and still has uses where lists containing greater than one individuals are due to be sent. Details on where this option should be used are defined here.

We wanted to simplify the process. Many of the use cases our customers want to work on involve transactional emails.

We have added a new method to the Alterian Email Manager step that allows you to select an email manager creative and then select from its templates. You can then pull in the required fields for the templates allowing you to map these to fields in the flow of your rule. As this is all configured in the step and the rule, the requirement to access the email manager client has gone.

This has been designed to work best in transactional email situations. Details about this new function and where it could be used, can be found here.

Journey Analytics

Rules Screen

Keyboard shortcuts

As our standard a Rule when opened opens in the same window. In some cases you may want the Rule in a new tab or a new window.

Now when you are opening a rule you can choose how it opens.

Right click to get to the menu then:

Right click rule > Hold Control - Click open > Opens the Rule in new Tab

Right click rule > Hold Shift - Click open > Opens the Rule in new window

Templates

Stop Operational Switch Cases from being edited

Switch cases in a template are sometimes provided to allow Rule Designer users to configure it, adding new values.

In other cases the switch case has been added as part of the core workings of the template and changes to these switch cases it are not needed or desirable.

To protect these “operational” switch cases you are able to disable editing of these switch cases in the underlying template.

Simply open the Template configuration screen and select Switch Cases. Then deselect those switch cases that are operational only.

Users will still see these switch cases in Rule Designer and any output left “open” are still available to be linked to but these Switch Cases cannot be altered.

Global Parameters

Admin flag

Global Parameters provide value to users in multiple roles.

Some Global Parameters contain confidential values or are vital to the successfull running of your Rules. Due to this we now provide an admin function so these Global Parameters can be hidden from users that do not need to use them or should not see them.

If you are an Admin user you now have access to an Admin flag in the Global Parameters screen.

If you choose to make a Parameter “Admin” it will no longer show in the Global Parameters screen for users that do not have an admin role.

The other Global Parameters configurations can still be set as before.

Public / none Public filter

You can now choose to filter Global Parameters by showing Public parameters or not.

Rule Designer

Alterian Email Manager Integration

Many CX use cases require emails to be sent out.

You can now configure an Email Manager send directly within a Rule Designer rule.

This is currently for transactional emails only and should not be used for marketing emails. These email campaigns go out quickly but they circumvent the preferences and unsubscribes that are required for marketing campaigns.

Simply select the “Create Email Manager Tile” option in the Rule flow in Rule Designer. You then choose your creative, the HTML and or Text template you want to send and then review the creative to ensure it matches your requirements.

The field and variable requirements of the template is then used to create fields required by the Tile. The user can then map to these fields from the fields in the flow of the Rule.

Journey Playbooks

Adding Linked Resources to Steps

Steps often provide a specific action or require a specific Rule or integration to work. You can now link resources to the step to highlight what you have created to answer the steps requirements.

For example if the step is involved in a SMS message being sent out you could link to your standard SMS integration template.

Journey Analytics

Location Mapping and Journey Exploration

This feature allows the CX Analyst to explore events relating specifically to a known Journey by assigning those event Locations to a Journey, then filtering the Journey Visualisation view to only include those events included in the Journey they have specified.

IMPORTANT NOTE: This feature should not be used unless a comprehensive Data Transform has been built and assigned. Data Transforms is considered a advanced user or admin function and therefore may not be available to Analyst. You can see if you have a Data Transform in place by opening Journey Visualisation, selection the event stream in question, and a Data Transforms label should appear in the top right of the screen. More information on Data Transform can be found here /wiki/spaces/PD/pages/1781628935

Overview

Location Mapping and Journey Exploration is a self-contained analytics tool within Alterian CX that gives the analyst a unique opportunity to define the conceptual steps in a Customer Journey, maybe freeform or based on how known Journeys have already been defined in a separate Journey Mapping tool, and then view those with the overlay of the real customer interactions.

This allows the Analyst to create a series of steps they define as a Journey, and overlay that with events and interactions the Customers have actually made, around that framework of Locations.

Fixes

Known Issues

Report Issue

To report an issue with the application not detailed here, please contact Technical Support. Please use our Service Desk to report issues.