Touchpoints are classified by Channel. MXO provides six predefined Channels:

• Web
• Mobile
• Assisted
• Social
• Physical
• Outbound

You can specify which Channel a Touchpoint belongs to when you set it up. This enables you to see the transitions of customers across different Channels when viewing journey visualizations.

The difference between Channel and Touchpoint is subtle and best explained using some examples:

On the web Channel, you may have multiple web Touchpoints. For example, you may have multiple business lines, each represented by a different Touchpoint with its own specific URL.

On the mobile Channel, you may have multiple mobile websites or apps that you use to engage with customers. Each of those would represent a different Touchpoint.