The Customer Trail provides a fact-based historical view of the Events that have occurred for customers as they’ve moved through your engagements. You can search for that particular customer based on our available criteria. After searching for that individual, you can click to see the details of their events. If you are interested in more specific information, you can also filter that information based on the currently available criteria. Once you've found the information that you're looking for, you can also expand the Event for additional information.

Table of Contents

Motivation

The journey that an individual customer has gone through is important for deeper investigations into their experience. Therefore, we have added the Customer Trail. This is effectively equivalent to seeing the same Events that you would within our Data Automation Exports. The distinction is that exports show events across all customers, and the Customer Trail specifically views the Events for that individual customer, saving you time digging through potentially extraneous data.

Searching

Once you have navigated to the Customer Trail, you are able to search for your customers using a number of criteria. For any given criteria, you must enter at least 3 characters to search for them. The data that populates any particular field is based on your Data Source Mappings.

The available criteria can be seen in the following table:

Individual Trails

After searching for an individual's Customer Trail, you can drill into more information on the customer. You can view the history of a customer account in a reverse-chronological list that has the ability to be further filtered to find key Events. The Customer Trail Explorer focuses on the Events that occurred for a customer and can be further expanded to provide increased visibility into the Event that occurred.

The following image demonstrates what will be available to you when viewing an individual customers trail:

Open

1. Back button, for going back to the search screen 
2. Account key of the customer
3. Email of the customer
4. Viewing account details, which will show you the current values of the customer's attribute
5. Filtering of events, see the Filtering a Trail section of this article for more information
6. Currently applied filters, which follows the format startDate - endDate | selectedPlaybooks / selectedCampaigns | eventTypes
7. Kebab menu which currently offers the ability to collapse any Events you have expanded 
8. Name of the Event that has occurred
9. Information tool tip, for getting details of the Event
10. Playbook that the Event occurred in, if applicable
11. Campaign that the Event occurred in, if applicable
12. Date of the Event, in your local time zone
13. Time of the Event, in your local time zone
14. Detailed view of the Event, information displayed when this is expanded is based on the Event type

Filtering a Trail

When viewing an individuals Customer Trail, you can filter the results you see based on the date, Playbook, Campaign, or Event.

The date that you filter by is non-inclusive on the upper bound, and inclusive on the lower bound. As an example, a range from 10:00 AM to 11:00 AM on any given day will include the results that occur at 10:00 AM, and will not include the results that occur at 11:00 AM. The time that is displayed is based on your local time zone.

For Playbooks, Campaigns, and Events, filters can be set to include specific criteria or they can be all-inclusive. Currently, you can not have a subset of criteria, filtering is limited to choosing only one, or all. This is likely to change in a future release.

Additionally, filtering by a Playbook or Campaign is only possible if it has been published, otherwise they will not appear in this list.

Required Roles

Tutorials