The Omnichannel API makes reaching your customers easy by allowing you to pass multiple ways of identifying your target customer in the to block of the request, plus it automatically uses relevant information from a customer's profile in order to send using a specified channel.
For example, if you pass a profileId only in the to block and want to send using Facebook, we automatically look at the customer's profile to see if they have a fbMessengerId and use it.
Profiles
We can store contact profiles for you to make it easier to send across multiple channels as you can retain important details such as phone numbers, Facebook Ids, emails, and then we automatically utilise them when required to send using a channel such as Facebook.
To make sure we create or update a profile record for a contact you must include a profileId in the to section of your requests. The profileId value can be any unique identifier for the contact, so if your system uses email to identify customers pass that, or customer numbers.
{
"body": "The phoneNumber will be stored against the profileId",
"to": {
"profileId": "[email protected]",
"phoneNumber": "447123123123"
},
"rules": [
"sms"
]
}
{
"body": "This will still work even though no phoneNumber is being passed!",
"to": {
"profileId": "[email protected]"
},
"rules": [
"sms"
]
}
Profiles are useful for the Facebook Messenger channel
You need to use profiles when using the Facebook Send to Messenger plugin, as we use the profileId to save the unique Facebook Messenger Id Facebook sends to us when a customer clicks on the Send to Messenger button. To send to this customer using Facebook Messenger simply ensure you pass the profileId in the to section. Find out more in the Facebook channel details.