The Customer entity is the focal point around which all our data revolves. This entity includes information about each customer, ranging from essential contact details to demographic and geographic data. In addition, It also includes information about their purchase history, behavioural activities, loyalty details, the user groups they are part of, reward and coupon details and other related information.

Within this framework, the source through which a customer is registered is called a customer data source. This source serves as the initial touchpoint, capturing the basic details that contribute to the making of a customer profile. Additionally, the channels available for communication with the customer are referred to as customer communication channels. These channels play a pivotal role in establishing meaningful connections and fostering effective communication with customers.

Related entities

A customer entity can have information related to other entities and similarly the other entities can include customer entity information. For example, card entity, and transaction entity can include information related to customer entity and vice-versa.

Supported objects and fields

The below image provides you with information about the supported objects and fields in the customer entity.

Understanding data sources

In our system, a "Source" refers to the origin or system from which customer information is integrated. Each source represents a unique system, integration, or data feed.

Customers may be represented differently across various sources. For instance, a customer named "Christopher" in one source could appear as "Christo" in another. This discrepancy underscores the necessity for identity resolution to establish a unified and accurate view of the customer.

Data integration involves collecting information from different sources, including identifiers, subscription statuses, and email addresses. This process merges and creates a consolidated, reliable customer profile. When the system receives information from the same identifier already present but from a different source, it analyzes, merges, and adds it to the existing customer profile under a different source.

On Member Care, within the customer profile, you can view all the sources from which the customer registered.

Supported data sources

The entity supports the following data sources:

1. Facebook
2. Web_engage
3. WeChat
4. Instore
5. E-Commerce
6. Website
7. Line
8. Mobile-APp
9. Linkedin
10. Mpush-FCM
11. Mapp_SDK
12. OAuth_External

Understanding communication channels

A "Communication Channel" represents the medium through which customers receive messages. Examples include SMS, push notifications, web engagement, and POS (Point of Sale) systems.
Some sources may act as both a source and a communication channel. For instance, WeChat not only provides customer information but also serves as a communication channel.
Communication channels can vary, and information may be collected from diverse sources. For instance, a customer's communication channel, such as WeChat, may exclusively come from the WeChat system.
Overlapping scenarios may arise where the source and communication channel are the same, while in other cases, they can be different. The system is designed to handle these variations effectively.

Supported communication channels

The entity supports the following communication channels:

1. WeChat
2. Mobile
3. iOS
4. Line
5. Email
6. WhatsApp
7. Android
8. Postmail

Managing customer lifecycle with customer status

A customer status defines the relationship between a brand and a customer. For example, a customer who interacts often with the brand can be defined as an active customer. Further, these statuses can be used to run the loyalty program and assign coupons, reward points etc accordingly. For example, more offers can be offered to a customer to make an inactive customer to active customer..

Activating customer status

To activate customer status for your organisation, navigate to Organisation settings> Miscellaneous> Customer Status configuration and select the Enable customer status check box.

On enabling the customer status, the existing fraud status will be replaced by the customer status function.

Types of customer statuses

The various customer statuses available in the Capillary platform that you can configure are:

1. Active
2. Suspended
3. Deleted
4. Fraud suspected
5. Fraud confirmed
6. Internal
7. Pending deletion

Creating a custom label

You can click the Create new label option in the customer label and enter a new label name to assign a custom name for the status. You can add multiple labels if required. The first status label that you create is set as the default status value.

Active customer status

The active status can be used to indicate that the customer is active.

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NOTES:

• There are no restrictions for customers with Active status.
• All customers are marked Active by default.

Suspended, Fraud suspected, Fraud confirmed, and Internal customer status

You can restrict the following operations for the users with Suspended, Fraud suspected, Fraud confirmed or Internal status.

To restrict access, select the individual status labels or all the created status labels from the desired restriction drop-down. Click Select, and then click Update.

Deleted customer status

The deleted status allows you to block every action for customers with this status. To configure restriction, from the Block everything drop-down, select the individual custom labels or select all labels created for Deleted. Click Select and then click Update.

Pending deletion customer status

This status is used to indicate the status of customers for whom a deletion request is raised. For Pending Deletion, whenever a PII deletion request is triggered, a label Deletion_pending is automatically created and assigned to the customer, regardless of any other label that may have been created and set as default.

Managing subscription

A subscription refers to the voluntary action taken by customers to either opt in or opt out of receiving promotional or transactional communications from specific sources within the organization.

You can configure the promotional and transactional subscription settings for a customer according to their preferences. For more information, refer to the Subscription management documentation.

You can also view and set the subscription statuses on the customer's profile on Member Care.

Managing loyalty status

A customer can be of two types: a loyalty customer and a non-loyalty customer. A loyalty customer is a registered member of your organization's loyalty program, while non-loyalty customers are those who have not enrolled in your loyalty program but have subscribed using their mobile number or email ID with the organization. Transactions for these customers are tagged to their respective identifiers (mobile number/email ID).

You can define the loyalty type of a customer during customer registration or while adding a transaction.

The loyalty status of a customer is displayed on the Customer status in the customer's Member Care profile.

Managing test and control status

The customer list is split into a test and control group. Customers in the test audience group receive campaign communications, while those in the control audience group do not. The test and control statuses are displayed based on the group to which they belong. These statuses are maintained by the brands or auto-assigned and can be changed either through Member Care or Connect+.

Managing fraud status

You can configure the fraud management and the statuses as per your requirements. For more information on fraud management, refer to the Fraud management documentation.

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Note

If customer status is enabled, the fraud status will be superseded by the customer status.

Getting started

Setup customer fields

Standard fields, Extended fields and Custom fields are the fields that are applicable for Customer entity. For more information on these, refer to the documentation on fields.

Setup customer configs

To configure customer registration, follow these steps.

1. On the InTouch home page, navigate to Profile > Organization Settings > Miscellaneous > Registration Configuration.
2. Configure the required fields based on the description provided in the following table.

External ID configuration

You can use the below configurations to enable the generation of a customised external ID for the customers. Once this configuration is enabled, the external ID in the customer add API payload will be replaced with the generated external ID.

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Warning

For some of the configurations, there is no UI to enable this configuration. You need to raise a JIRA ticket (sample ticket) to the sustenance team to enable these configurations. Turn around time is five days.

Customer ingestion restriction configuration

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Warning

There is no UI to enable this configuration. You need to raise a JIRA ticket (sample ticket) to the sustenance team to enable these configurations. Turn around time is five days.

CONF_RESTRICT_ORPHAN_V2_PROFILE - This configuration prevents the ingestion of a WebEngage profile into the Capillary platform for a specific customer if they do not already have an existing Instore profile.

Setup customer status

For configuring customer status, refer to the Activating customer status section.