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.
What an action includes
Each action includes:
Action template (what happened)
Date (when it happened)
Touchpoint (where it happened)
Brand (for multi-brand projects)
Action template
An action template is the name of the event — it describes what happened.
All templates are divided into two top-level categories:
1. Personal actions
Actions performed by the customer, for example:
viewing a product
opening a campaign
placing an order
2. Actions performed for a customer
Actions initiated by your team, for example:
correcting errors
sending a campaign
issuing a reward
Action templates can also be grouped using tags.
See the guide on action templates for more details on how to create them.
Date
The date shows when the action happened.
Sometimes actions are added with a delay, or historical data is uploaded to the project. In these cases, two timestamps are stored:
the time of the event
the time when the event was recorded in Maestra
Touchpoint
A touchpoint shows the channel or place where the action happened (for example, a website, store, or social network). Touchpoints are grouped into channels.
Brand
For multi-brand projects only, the brand field shows which brand the action belongs to.
Where an action is stored
All customer actions are stored in the Сustomer profile on the Activity Feed → All activity.
You can also view customer activity on the actions page.
Where an action is used
Orders — every time an order status changes, it’s recorded as a separate action (created, purchased, paid, delivered, returned).
Campaigns — changes in campaign status for each customer (sent, opened, clicked) are recorded as actions in the customer profile.
Promo codes — issuing a promo code is also recorded as an action.
Customer profile — edits to personal data or subscriptions are recorded as actions.
Customer notes and tags, and other customer-related events.