Understand Asset Responses

For mobile Touchpoints, you configure customer responses on a per Asset basis. You can manage how and where you redirect customers and what you present to those customers to continue the conversation based on their previous responses.

For example, if a customer responds positively to an Optimization in a mobile app, you can configure MXO to redirect them to a website for more information or open the dialer to put them in contact with a call center agent.

Available Responses

By default, a positive response is returned for each Asset included in an Action.

You can also configure each Asset to return a neutral and/or a negative response.

Mobile - Action Resp

For more information about configuring responses for mobile, see Track Customer Responses (Mobile and Assisted Channels).

Example

Below is an example MXO response, containing information about multiple customer responses.

For more information about the interaction response object, see Understanding Decoded Optimization Data Responses.

{
  "actions": [
    {
      "name": "Action 1",
      "asset": {
        "content": "<div id="th-banner" ></div>",
        "mimeType": "text/html",
        "contentUrl": null,
        "responses": [
          {
            "code": "dGlkPTgzNzA2MzliLTBjM2QtZmM4OC1kZWRjLTc2MmVmYThiNGQ1YyxhYz0yMjYwNzk3MTQsY250PTIyNTc5NTAxMSxvcD0xNTY0NzYyOTEscHJvcD0xOTM3NTM2MzMscnQ9TkVVVFJBTF9DTElDSyxzaz1PTkUtVlQ2UjRMNEJGMi0xODU3LHB2PS0xNTU3NzA1Mjg5OTY3",
            "sentiment": "neutral",
            "label": null,
            "imageUrl": null,
            "targetUrl": null,
            "target": null
          },
          {
            "code": "dGlkPTgzNzA2MzliLTBjM2QtZmM4OC1kZWRjLTc2MmVmYThiNGQ1YyxhYz0yMjYwNzk3MTQsY250PTIyNTc5NTAxMSxvcD0xNTY0NzYyOTEscHJvcD0xOTM3NTM2MzMscnQ9UE9TSVRJVkVfQ0xJQ0ssc2s9T05FLVZUNlI0TDRCRjItMTg1Nyxwdj0tMTU1NzcwNTI4OTk2Nw",
            "sentiment": "positive",
            "label": null,
            "imageUrl": null,
            "targetUrl": null,
            "target": null
          },
          {
            "code": "dGlkPTgzNzA2MzliLTBjM2QtZmM4OC1kZWRjLTc2MmVmYThiNGQ1YyxhYz0yMjYwNzk3MTQsY250PTIyNTc5NTAxMSxvcD0xNTY0NzYyOTEscHJvcD0xOTM3NTM2MzMscnQ9TkVHQVRJVkVfQ0xJQ0ssc2s9T05FLVZUNlI0TDRCRjItMTg1Nyxwdj0tMTU1NzcwNTI4OTk2Nw",
            "sentiment": "negative",
            "label": null,
            "imageUrl": null,
            "targetUrl": null,
            "target": null
          }
        ]
      },
      "proposition": {
        "code": "Prop1"
      }
    }
  ]
}

Each asset returns responses as part of the responses array based on this configuration.

You can identify each response by the sentiment.

As the user interacts with the action/asset displayed you should send back the response code programmatically for each type of response you want to record.

Use the sendResponseCode public method for iOS and Android, available in the Mobile SDK, to achieve this.

When a response code is sent, you essentially inform MXO if the user is interested (positive response) or not interested (negative response). Based on this, MXO can decide which Action to show to a customer based on any eligibility rules you have set up.

Frequently Asked Questions (FAQs)

Can I register a custom Interaction path to trigger an action?

Yes, you can programmatically trigger an Interaction, using the SDKs programmatic interface.

For more details, see how to send an Interaction request and retrieve the response for iOS and Android.

Do I have to specify an Interaction path when sending a response code?

Yes, you do. The MXO SDK requires an Interaction path to be sent together with the response code.

For more details, see how to send a response code for iOS and Android.

When triggered programmatically, do I need to unregister the callback?

When Interactions are triggered programmatically, there is no requirement to unregister the callback If, however, you have registered to receive responses for an automatically triggered Interaction you will need to do so.

For more details, see how to retrieve an Interaction response for iOS and Android.