Customer Journey

Customer Journey represents the history of Conversations and Engagements that a Customer has had with the business.
This way creating Journey or unlink Identifier from Journey will not affect AXP's Digital workflow , its only internal to Customer Journey.

Create a Journey

Creates a new Customer Journey Identity grouping, the supplied "identifiers" will be linked together to form a single Customer Journey Identity. If any of the identifiers already exist, then any links they have will also be included.
This can be used to link previously unassociated identifiers together improving the accuracy of any searches involving them.

A privileged user can create new journey through the Create Journey API.

The following is an example of a payload to create a new journey with the identifiers as required fields.

{
  "identifiers": {
    "emailAddresses": [
      "[email protected]"
    ]
  }
}

An example response to this payload would be 202 accepted.

Unlink Identifier from a Journey

Unlinks an identifier from a Customer Journey, the supplied unlinkIdentifier will be unlinked from the rest of the provided identifiers. The updated state of identifiers will be returned in the response.

This can be used to unlink previously associated identifiers to improve the accuracy of any searches involving them.

Note, this does not delete the identifier, instead it simply "unlinks" it from any other associated identifiers. It can still be used as part of a search.
The following is an example of a payload to unlink an identifier from Journey via the Journey's Unlink Identifier API. Only required field for unlink identifier from journey is identifiers,unlinkIdentifier.

{
  "identifiers": {
    "accountIds": [
      "d1482af8-d865-4df0-932d-f9559f25086d"
    ],
    "emailAddresses": [
      "[email protected]"
    ],
    "phoneNumbers": [
      "087 12345"
    ]
  },
  "unlinkIdentifier": {
    "accountIds": "d1482af8-d865-4df0-932d-f9559f25086d"
  }
}

An example response to this payload would be similar to the below:

{
    "identifiers": {
        "emailAddresses": [
            "[email protected]",
            "[email protected]",
            "[email protected]",
            "[email protected]"
        ],
        "phoneNumbers": [
            "019 718 0171",
            "8585858585",
            "0123456789"
        ]
    }
}

List agent from Journey

Lists the Agents to have participated on a Customer's Journey for the required Channel within a timeframe. By default this is limited to the last 30 days unless a "startDate" for the search is provided.

The Agents are listed in descending order based on the "leftAt" timefield, this can be changed to ascending with the optional "orderBy" parameter.

This does not include any Agents that are currently active on the Customer's Journey that have yet to leave.

The following is an example of a payload to list agents via the Journey's List Agent API. Only required field for unlink identifier from journey is identifiers,channelId.

{
  "identifiers": {
    "phoneNumbers": [
      "1234543210"
    ]
  },
  "startDate": "2023-02-15T17:45:21.001Z",
  "channelId": "VOICE"
}

An example response to this payload would be similar to the below:

[
  {
    "agentId": "0f28895a-2855-4e02-b00c-52fe93d671f2",
    "channelProviderId": "aba84546-1ac2-478e-b225-cadc7e8a2862",
    "leftAt": "2020-07-26T13:24:52.130Z"
  },
  {
    "agentId": "c5e92685-921e-4dd3-b856-66b9fdadaca1",
    "channelProviderId": "aba84546-1ac2-478e-b225-cadc7e8a2862",
    "leftAt": "2020-07-23T18:12:34.246Z"
  },
  {
    "agentId": "faa542cb-1611-4ba5-a3db-1b6b1f560325",
    "channelProviderId": "aba84546-1ac2-478e-b225-cadc7e8a2862",
    "leftAt": "2020-07-19T10:45:22.589Z"
  }
]