Capturing the Customer Identifier on a Web Channel
MXO can capture the customer identifier using both inbound and outbound communications. When a customer is identified using either of these methods, MXO classes that customer as a ‘Recognized’ customer.
Inbound
Typically, when capturing the customer identifier, it is the web application that understands who the customer is and has access to any relevant customer keys. For example, when a web customer logs in, the secure web application accesses a customer key and gathers appropriate data from relevant sources. Customer authentication is a suggested prerequisite for accessing the customer identifier capability but the level of authentication is at the discretion of the client and can range from a simple email address to full multi-factor authentication.
When capturing a customer key from a cookie set on the customer's browser, consider the following:
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Ensure the HttpOnly flag for the cookie you want MXO to capture is set to False.The MXO Tag can only read cookies that are accessible through JavaScript. Because the cookie you want MXO to capture is created by and delivered from the site's web server, it may have the HttpOnly flag set to True. This prevents the MXO Tag from reading the cookie, even though a cookie extension, such as EditThisCookie, shows that it is present on the browser. We recommend working closely with the IT team who implement the cookie to ensure the HttpOnly flag is set to False. You can do this using your preferred cookie extension.
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Set cookie expiration to a relatively low period of time.The cookie you want MXO to capture does not need a long cookie expiration period. It need only live long enough for the MXO Tag to capture the customer identifier from it. Setting the cookie expiration period to around 2 seconds after page load is sufficient.
Points to Note
| Phase | Note |
|---|---|
| 1 | The customer visits a post-authentication page. |
| 2 & 3 | The secure web site management application retrieves the customer identifier and stores the identifiers value in a temporary cookie. The cookie expires after a few seconds and leave no trace of the identifier. |
| 4 | MXO is configured to capture the cookie value into a key attribute immediately, when the customer visits the page. |
| 5 | MXO stores the identifier value which is used to identify the customer across all Touchpoints. |
Outbound
Customers can use their standard outbound communications to identify their customers, for example, by adding the customer identifier to a link in an email.
This is achieved by including a customer id parameter in a URL as a additional parameter. When the customer opens the email and clicks on any of these links to open a web page, MXO can be configured to capture a customer key embedded in the URL on these landing pages. The customer identifier is stored and associated with the user of the current browser. All previous and future customer interactions can now be matched to that customer identifier.
Customer authentication is not required when capturing the customer identifier through outbound communications.
Points to Note
| Phase | Note |
|---|---|
| 1 | Outbound email is sent to the customer. An email management application retrieves the customer identifier and stores the value as a URL parameter in a link included in the email. |
| 2 & 3 | When a customer clicks on the link, they are sent to the landing page specified in the URL. The customer identifier is embedded in that URL as an additional parameter. |
| 4 | MXO is configured to capture the customer identifier from the URL into a key attribute when the customer visits the landing page. |
| 5 | MXO stores the customer identifier which is used to identify the customer across all Touchpoints. |
Configuring MXO to Capture the Customer Identifier - Example
You configure MXO to capture the customer identifier using Capture Points.
- In *MXO * choose Touchpoints.
- Select Interaction Points.
- Select the Interaction for which you want to create an Attribute Capture Point.
- Click the Add icon for Attribute Capture Points.
- Select Cookie Value.
- Provide a Name for your Attribute Capture Point.
- Ensure the Attribute Capture Point is turned On.
- Enter the name of the cookie from which you want to capture information.
- Select Existing Attribute and choose Customer Key (Text) as the location in which you want to store the attribute.
- Click Save.
