Create an omnichannel campaign

  • Updated
If you had access to campaigns prior to April 2023, Optimizely updated the tab name from Campaigns to Activation. All functionality remains the same.

You can create a campaign that uses multiple communication channels at each touchpoint.

Omnichannel marketing keeps a customer’s interaction with your brand consistent and seamless, no matter the device or channel. Your customer can research products in-store, price match on their phone, and buy on their tablet without having to identify themselves when they switch channels.

Create omnichannel content

A single or multichannel campaign becomes omnichannel with touchpoints. Use this guide to review other campaign configuration options before proceeding.

To create an omnichannel touchpoint:

  1. Go to Activation > Engage.
  2. Create or select a One-Time or Behavioral campaign.
  3. Click to edit Touchpoint 1
  4. Select your desired channel and create the content for that channel.
  5. Click Add Channel to add another channel.
    You can only use each channel once.
  6. Configure the additional email, app push, or web push as desired.
  7. Repeat the process for additional touchpoints.
  8. Click Save.
  9. Click the campaign name in the breadcrumb trail and click Go Live when you are ready.

When the campaign is live, customers receive all communications for which they are eligible.

Example omnichannel scenario

Consider an omnichannel touchpoint that uses both the email and web push channels. A customer that does not have an email address but is associated with a valid web push token would receive the web push message and proceed to the next step in the campaign.

The same customer would not receive any communications in a multichannel campaign with an email touchpoint followed by a web push touchpoint. Instead, the campaign would drop the customer for not having a valid email address for the email touchpoint.

Disable or delete content

  1. Go to Activation > Engage.
  2. Select the omnichannel campaign.
  3. Click to edit the touchpoint that includes the omnichannel content.
  4. Click More Options on the channel tab you want to disable or delete.
  5. Select Disable or Delete.

Use the same steps to re-enable content and click Enable.