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An action is any event or change related to a customer. Every change in purchase status, participation in a campaign, product view, or edit to a customer profile is recorded as an action in the customer profile.

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What an action includes

Every action has:
  • Action template — what happened
  • Date — when it happened
  • Touchpoint — where it happened
  • Brand — on multi-brand accounts

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Action template

The action template is the name of the event. It answers “what happened?” All templates fall into one of two first-level categories: personal and performed for a customer. Customer’s personal actions are actions the customer took themselves: viewing a product, opening a campaign, placing an order. Actions performed for a customer are actions you initiate: correcting an error, sending a campaign, issuing a prize. Action templates can also be grouped with tags. For more on templates and how to create them, see How to create an action template.

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Date

The date and time the action was issued. It answers “when did the action happen?” Sometimes actions are added with a delay, or historical data is loaded into the account. In that case the action stores both timestamps: the time of the event and the time it was recorded in Maestra Platform.

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Touchpoint

The touchpoint is the way you reach the customer — sometimes the place the action happened — through which the action took place: website, store, social network. It answers “where did the action happen?” Touchpoints are grouped into channels.

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Brand

On multi-brand accounts only. Shows which brand the action was performed under.

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Where actions are stored

All of a customer’s actions live in their profile, on the Activity feed → All activity tab: Actions for every customer are on the Actions page:

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Where actions are used

  • Retail orders — every status change of every purchase in an order is a separate action (created, purchased, paid, delivered, returned).
  • Campaigns — campaign status changes for each customer (sent, opened, clicked) are all separate actions in their profile.
  • Promo codes — issuing a promo code is an action too.
  • Customer profile — edits to personal data and subscriptions are recorded as actions.
  • Notes on specific customers, and other customer-related events.