Article
Create an outbound campaign using event triggers
docs.aws.amazon.com
Quoted on this wiki
Every place a page here uses this source, in the order the words come in it.
EventTriggerLimits: Allow max of concurrent 20 event triggers per customer domain by default. Default limit of 10 invocations per day, per profile, per trigger. You can override this by specifying UNLIMITED in MaxInvocationPerProfile. MaxInvocationPerProfile: Valid Range: Minimum value of 1. Maximum value of 1000. (or UNLIMITED) Unit: Valid Values: HOURS, DAYS, WEEKS, MONTHS Value: Valid Range: Minimum value of 1. Maximum value of 24 “For global services, it is important to account for timezone conversions to ensure accurate processing.” The EventExpiration value is specified in milliseconds. When used to trigger a campaign, the maximum expiration time is capped at 15 minutes.
On the Campaign set up page, select Customer event under Recipients. “Event sources are based on integrations in your Customer Profiles domain.” Select the Delivery mode and additional communication settings. Important To create a communication widget campaign, you must have a Customer Profiles integration between your Customer Profiles domain and your instance. The required object type name is Campaign-WebNotification. You can do this by choosing the upgrade button in the Connect Customer admin website console by selecting your instance and then going to the Outbound campaigns subpage. There are two notification types to choose from: View and Action. View A View notification displays a visual message or prompt above the communication widget button. It presents information to the end user, such as a greeting, offer, or contextual message. The notification invites the end user to engage in a conversation with an agent or bot. Select View when you want to surface a message, promotion, or contextual nudge to the end user before they start a conversation. This gives the end user a moment to read and decide whether to engage. Examples: A proactive banner saying "Hi! We noticed you've been on this page for a while. Need help finding the right plan?" A promotional message: "Limited time offer — chat with us to get 20% off your upgrade." A contextual nudge: "Having trouble completing your order? We're here to help." Action An Action notification bypasses any visual message and immediately triggers the communication widget to open, and starts a conversation directly with a bot or human agent. Select Action when you want to skip the notification step entirely and launch the end user straight into a live conversation. No intermediate message is shown. Examples: The system immediately connects a high-intent customer on a checkout page to a support agent.
Set up event triggers in the Connect Customer admin website “On the Campaign set up page, select Customer event under Recipients.” Select an Event source to specify where the data originates, and configure the attribute conditions that will activate the event trigger. Event sources are based on integrations in your Customer Profiles domain. details on setting up your external application, see Integrate with external applications. You can also integrate with Kinesis or S3.
On the Campaign set up page, select Customer event under Recipients. “Select an Event source to specify where the data originates, and configure the attribute conditions that will activate the event trigger.” Select the Delivery mode and additional communication settings. Important To create a communication widget campaign, you must have a Customer Profiles integration between your Customer Profiles domain and your instance. The required object type name is Campaign-WebNotification. You can do this by choosing the upgrade button in the Connect Customer admin website console by selecting your instance and then going to the Outbound campaigns subpage. There are two notification types to choose from: View and Action. View A View notification displays a visual message or prompt above the communication widget button. It presents information to the end user, such as a greeting, offer, or contextual message. The notification invites the end user to engage in a conversation with an agent or bot. Select View when you want to surface a message, promotion, or contextual nudge to the end user before they start a conversation. This gives the end user a moment to read and decide whether to engage. Examples: A proactive banner saying "Hi! We noticed you've been on this page for a while. Need help finding the right plan?" A promotional message: "Limited time offer — chat with us to get 20% off your upgrade." A contextual nudge: "Having trouble completing your order? We're here to help." Action An Action notification bypasses any visual message and immediately triggers the communication widget to open, and starts a conversation directly with a bot or human agent. Select Action when you want to skip the notification step entirely and launch the end user straight into a live conversation. No intermediate message is shown. Examples: The system immediately connects a high-intent customer on a checkout page to a support agent.
On the Campaign set up page, select Customer event under Recipients. “Event sources are based on integrations in your Customer Profiles domain.” Select the Delivery mode and additional communication settings. Important To create a communication widget campaign, you must have a Customer Profiles integration between your Customer Profiles domain and your instance. The required object type name is Campaign-WebNotification. You can do this by choosing the upgrade button in the Connect Customer admin website console by selecting your instance and then going to the Outbound campaigns subpage. There are two notification types to choose from: View and Action. View A View notification displays a visual message or prompt above the communication widget button. It presents information to the end user, such as a greeting, offer, or contextual message. The notification invites the end user to engage in a conversation with an agent or bot. Select View when you want to surface a message, promotion, or contextual nudge to the end user before they start a conversation. This gives the end user a moment to read and decide whether to engage. Examples: A proactive banner saying "Hi! We noticed you've been on this page for a while. Need help finding the right plan?" A promotional message: "Limited time offer — chat with us to get 20% off your upgrade." A contextual nudge: "Having trouble completing your order? We're here to help." Action An Action notification bypasses any visual message and immediately triggers the communication widget to open, and starts a conversation directly with a bot or human agent. Select Action when you want to skip the notification step entirely and launch the end user straight into a live conversation. No intermediate message is shown. Examples: The system immediately connects a high-intent customer on a checkout page to a support agent.
On the Campaign set up page, select Customer event under Recipients. “You can also integrate with Kinesis or S3.” Select the Delivery mode and additional communication settings. Important To create a communication widget campaign, you must have a Customer Profiles integration between your Customer Profiles domain and your instance. The required object type name is Campaign-WebNotification. You can do this by choosing the upgrade button in the Connect Customer admin website console by selecting your instance and then going to the Outbound campaigns subpage. There are two notification types to choose from: View and Action. View A View notification displays a visual message or prompt above the communication widget button. It presents information to the end user, such as a greeting, offer, or contextual message. The notification invites the end user to engage in a conversation with an agent or bot. Select View when you want to surface a message, promotion, or contextual nudge to the end user before they start a conversation. This gives the end user a moment to read and decide whether to engage. Examples: A proactive banner saying "Hi! We noticed you've been on this page for a while. Need help finding the right plan?" A promotional message: "Limited time offer — chat with us to get 20% off your upgrade." A contextual nudge: "Having trouble completing your order? We're here to help." Action An Action notification bypasses any visual message and immediately triggers the communication widget to open, and starts a conversation directly with a bot or human agent. Select Action when you want to skip the notification step entirely and launch the end user straight into a live conversation. No intermediate message is shown. Examples: The system immediately connects a high-intent customer on a checkout page to a support agent.
Select an Event source to specify where the data originates, and configure the attribute conditions that will activate the event trigger. Event sources are based on integrations in your Customer Profiles domain. details on setting up your external application, see Integrate with external applications. You can also integrate with Kinesis or S3. “Select the Delivery mode and additional communication settings.” The system routes a returning customer with an open case directly into a bot flow to check status. A VIP customer triggers an instant connection to a dedicated agent upon visiting the help page. Recommenders are only available when you select the View notification type and the selected view has a Web Notification Service integration type. If you select the Action notification type, or if your selected view does not have this integration, the recommender option does not appear.
Connect Customer Customer Profiles event trigger APIs “CreateEventTrigger: Defines which action to perform based on a specified condition.” Example of an event trigger request:
Time range comparison Customer Profiles uses standard libraries to parse time values. For global services, it is important to account for timezone conversions to ensure accurate processing. “When used to trigger a campaign, the maximum expiration time is capped at 15 minutes.” Outbound campaigns event trigger APIs
CreateCampaignV2 The only changes needed for creating an event triggered campaign are the highlighted fields. The rest of the fields are the same as Scheduled Campaigns. { "name": "string", "connectInstanceId": "string", "channelSubtypeConfig": { // or other channel parameters "email": { "outboundMode": { "agentless":{ } }, "defaultOutboundConfig":{ "connectSourceEmailAddress":"[email protected]", "wisdomTemplateArn":"arn:aws:wisdom:us-west-2:123456789012:message-template/dXXXXX0Pc8-195a-776f-0000-EXAMPLE/51219d5c-b1f4-4bad-b8d3-000673332", "sourceEmailAddressDisplayName": "testEmailDisplayName" } } }, "connectCampaignFlowArn": <Flow ARN>, "schedule": { "endTime": "2024-12-11T21:22:00Z", "startTime": "2024-10-31T20:14:49Z", "timeZone": "America/Los_Angeles" }, "source": { "eventTrigger": { "customerProfilesDomainArn": <Domain ARN> } “This API is used to trigger a campaign after receiving an event, and is the mechanism that initiates a voice call, email, or SMS.”