Customer Insights & Journeys

Preview Premium feature

The Microsoft Dynamics 365 Customer Insights & Journeys connector is currently in preview and subject to change.

Contact us if you'd like to try it out.

Using Microsoft D365 Connector with Customer Insights and Journeys enables you to call the Atomic Platform to trigger an Action Flow for your enabled customers.

This guide covers the two parts, the Atomic Platform setup usign the Workbench, and the Microsoft Dynamic 365 setup using Powertools and the Customer Insights and Journeys application.

Atomic Workbench setup

To be able to use the Connector, you need to setup an integration point which will enable an endpoint for the Microsoft platform to call.

Configure Customer Insights & Journeys Integration

At least one Microsoft integration provider needs to be created before you can configure a trigger on an Action Flow.

1. Login to your Workbench environment.
2. Navigate to Configuration > Integrations > Microsoft.
3. In the Customer Insights & Journeys section, click Add integration

   

   Microsoft integration configuration in the Workbench

4. Give the integration a name.
5. Take note of the Client ID and Client Shared Secret.

   

   New Microsoft integration configuration in the Workbench

6. Click Save
7. After closing the modal, from the integration list view, also take note of the Service URL

Adding Trigger to an Action Flow

To trigger an Action Flow from Microsoft Dynamics platform you need to add a trigger to an Action Flow

1. For an Action Flow, view the Action Flow setup.
   • By default an Action Flow will have a single API trigger that can be used to start the Action Flow using the API.
2. Click the Add another trigger, select Microsoft Customer Insights & Journeys from the context list.

   

   Add Microsoft trigger to an Action Flow in the Workbench

3. Optionally edit the trigger name.
4. If more than one Integration, select the relevant Integration.

   

   Add Microsoft trigger to an Action Flow in the Workbench

Customer Insights & Journeys Setup

Microsoft Dynamics uses Custom Channels to send requests out to external platforms. To do this a custom plugin need to be provided with the information and plugin on how to call the target system before the Dynamics 365 platform can be configure

Plugin Installation

info

NOTE: The plugin is currently in development. Please request a copy from support@atomic.io

The Plugin is deployed as a solution into the Dynamic 365 platform. This needs to be done by somebody with suitable access. Once installed, the Atomic Send Action Flow Channel will be enabled.

Initial Custom Channel setup

For every Atomic environment you want to target you will need to configure a Custom Channel.

1. In your Customer Insights & Journeys instance, switch to Settings.

   

   Switch to Customer Insights & Journeys Settings

2. Under Customer Engagement section, select Custom Channels

3. On the top toolbar, select New custom channel

   

   Create new Custom Channel

4. In the dialog, select Start Action Flow from the list of options, then click Next

   • If prompted, check the box mentioning that data will be sent to external systems.

   

   Create new Custom Channel

5. Enter out the form with the following

   • Name: A meaningful name to describe Custom Channel, for example the target environment (ie. Development)
   • Description: Additional info to describe the Custom Channel
   • Sender: This is unused for this connector currently, but would represent where the messages are coming from (ie. Atomic Marketing)
   • baseTargetUri: The Service URL from the Customer Insights & Journeys Integration setup in the Atomic workbench
   • clientId: The Client ID from the Customer Insights & Journeys Integration setup in the Atomic workbench
   • clientSecret: The Client Secret from the Customer Insights & Journeys Integration setup in the Atomic workbench

   

   Create new Custom Channel

6. Click Next.

7. Review the settings and click Done

   

   Create new Custom Channel

Configure Audience settings to use Atomic End User ID

To be able to target Contact records with a consistent ID that is not the primary identifier in your system, an additional field Atomic End User ID has been added by the plugin to the Contact record. This is the field the Atomic Action Flow will use to target users.

The Audience configuration for Custom Channels needs to be manually updated to be able to use the new field within a Journey step.

1. In your Customer Insights & Journeys instance, switch to Settings.

   

   Switch to Customer Insights & Journeys Settings

2. Under Customer Engagement section, select Audience Configuration
3. For the record with Datasource custom and Contact Point Contact, select the record to edit.

   

   Audience Settings

4. In the edit dialog, for the config field Other recipient fields select Atomic End User ID.

   

   Configure Audience Settings

5. Click Save & Close

Custom Channel message setup

Once the Custom Channel has been setup, you can configure Custom Channel messages to be used in a Journey.

1. In your Customer Insights & Journeys instance, switch to Real-time Journeys

   

   Switch to Real-time journeys

2. Under Channels, select More Channels.

   

   Custom Message List

3. In the top toolbar, select Atomic > Sync with Atomic
   • If you have any Action Flow's configured with the Customer Insights & Journey trigger, you should now see them in the list

   

   Custom Message List

4. The Messages pulled in will be in the status Draft. You will need to mark them ready to send to be able to use in a Journey.
5. For any messages, confirm the Compliance Profile and Purpose attributes match what you intend for the message (Action Flow).

   

   Custom Message List

Test Send

You can trigger test sends of the custom channel to trigger an Action Flow by using the Atomic Shell App and your workbench user Id.

1. In the Atomic Workbench, click the profile icon in the left navigation and select Copy my test user id.

   

   Custom Message List

2. Switch to Customer Insights & Journeys application, select Channels > More Channels
3. Select the message you want to do a test send for.
4. On the top toolbar, select the Test Send button.

   

   Test Send Button

5. In the Send To input, paste in the user id copied in the first step.

   

   Test Send

6. Hit Send

Once the above is completed, the dialog will disappear when the Action Flow has been triggered. If there was an error with the send, there will be a UI notification with some details about the error.

Use Custom Channel Message in a Journey

Once you have Message configured for the Custom Channel you will be able to use them in the Custom Channel step of a Journey

For this section we assume you are familiar with creating Journey's

1. In your Customer Insights & Journeys instance, switch to Real-time Journeys.

   

   Switch to Real-time journeys

2. Either create a new Journey or edit an existing Journey.

   

   Create a Journey

3. Select the Add an Action icon to display the action options.
4. From the dialog select Custom Channel.

   

   Create a Journey

5. In the configuration dialog fill out the details,
   • Channel: The Atomic sender channel for the environment you want to target.

   

   Create a Journey

   • Message: The target Message (Action Flow) you want to trigger as part of the action

   

   Create a Journey

   • Send to: Atomic End User Id.

   

   Create a Journey

6. When complete you will need to (re)publish the message to start using the Custom Channel in your Journey.

info

When using Channels, custom or otherwise, to send to external systems. The Contact record needs to have the Send To attribute populated for the action to be triggered.

In addition, the Compliance Profile for the message can also impact whether an Channel is executed for a Contact.

If a trigger of the Action Flow Channel is blocked for a given user, a note will show up in the timeline for that Contact.

Populate Contact records with end user id

For new Contact records the Atomic End User ID will be automatically generated. For existing contact records this field will need to be populated.

warning

This process is still in active development. Please contact support@atomic.io to discuss.