Get Started with Transactional messaging

Transactional messaging (Message Center) is a Campaign module designed for managing trigger messages. These messages are generated from events triggered from information systems, and can be: invoice, order confirmation, shipping confirmation, password change, product unavailability notification, account statement or website account creation for instance.

💬 As a Managed Cloud Services user, contact Adobe to install and configure Campaign Transactional messaging in your environment.

Transactional messages are used to send:

  • notifications, such as order confirmations or password resets for example
  • an individual real-time response to a customer action
  • non-promotional content

💡 Transactional messaging settings are detailed in this section.

💡 Understand transactional messaging architecture in this page.

CAUTION

Transactional messaging requires a specific licence. Please check your licence agreement.

Define transactional message templates

Each event can trigger a a personalized message. For this to happen, you need to create a message template to match each event type. Templates contain the necessary information for personalizing the transactional message. You can also use templates to test the message preview and send proofs using seed addresses before delivering to the final target.

Create the template

To create a message template, follow the steps below:

  1. Go to the Message Center >Transactional message templates folder in the Adobe Campaign tree.

  2. In the list of transactional message templates, right-click and select New in the drop-down menu or click the New button above the list of transactional message templates.

  3. In the delivery window, select the delivery template suitable for the channel you want to use.

  4. Change its label if necessary.

  5. Select the type of event that matches the message you want to send.

    Event types destined to be processed by Adobe Campaign must be created on the control instance by Adobe.

    NOTE

    An event type should never be linked to more than one template.

  6. Enter a nature and a description, then click Continue to create the message body. See Create the message content.

Create the content

The definition of the transactional message content is the same as for all deliveries in Adobe Campaign. For instance, for an email delivery, you can create content in HTML or text format, add attachments or personalize the delivery object. For more on this, refer to this section.

CAUTION

Images included in the message must be publicly accessible. Adobe Campaign does not provide any image upload mechanism for transactional messages.
Unlike in JSSP or webApp, <%= doesn’t have any default escaping.

You have to escape each data coming from the event properly. This escaping depends on how this field is used. For example, within a URL, please use encodeURIComponent. To be displayed in the HTML, you can use escapeXMLString.

Once you have defined your message content, you can integrate event information into the message body and personalize it. Event information is inserted into the body of the text thanks to personalization tags.

  • All the personalization fields are coming from the payload.
  • It is possible to reference one or several personalization blocks in a transactional message. The block content will be added to the delivery content during the publication to the execution instance.

To insert personalization tags into the body of an email message, apply the following steps:

  1. In the message template, click the tab that matches the email format (HTML or text).

  2. Enter the body of the message.

  3. In the body of the text, insert the tag using the Real time events>Event XML menus.

  4. Fill in the tag using the following syntax: element name.@attribute name as shown below.

Add seed addresses

A seed address lets you display a preview of your message, send a proof, and test message personalization before sending the message. Seed addresses are linked to the delivery and cannot be used for other deliveries.

  1. In the transactional message template, click the Seed addresses tab, then click the Add button.

  2. Assign a label to it for easy selection later, then enter the seed address (email or mobile phone depending on the communication channel).

  3. Enter the external identifier: this optional field allows you to enter a business key (unique ID, name + email, etc.) that is common to all applications on your website, used to identify your profiles. If this field is also present in the Adobe Campaign marketing database, you can then reconcile an event with a profile in the database.

  4. Insert test data. Refer to this section.

  5. Click Ok to confirm the creation of the seed address.

  6. Repeat the process to create as many addresses as you need.

Once the addresses are created, you can access their preview and personalization.

Add personalization data

You can add data in the message template to test transactional message personalization. This will allow you to generate a preview or send a proof. If you install the Deliverability module, this data allows you to display a rendering of the messages for various desktop, web or mobile clients.

The purpose of this data is to test your messages before their final delivery. These messages do not coincide with actual data to be processed by Message Center. However, the XML structure must be identical to that of the event stored in the execution instance, as shown below.

This information enables you to personalize message content using personalization tags.

  1. In the message template, click the Seed addresses tab.

  2. In the event content, enter the test information in XML format.

Preview your transactional message

Once you have created one or more seed addresses and the message body, you can preview the message and check its personalization.

  1. In the message template, click the Preview tab, then select A seed address in the drop-down list.

  2. Select the seed address created previously to display the personalized message.

Send a proof

You can test message delivery by sending a proof to a previously created seed address.

Sending a proof involves the same process as for any delivery.

↗️ Learn more about proofs in Campaign Classic v7 documentation

However, to send a proof of a transactional message, you need to carry out the following operations:

  • Create one or more seed addresses with personalization test data
  • Create the message content

To send the proof:

  1. Click the Send a proof button in the delivery window.

  2. Analyze the delivery.

  3. Correct any errors and confirm the delivery.

  4. Check that the message was delivered to the seed address and that its content complies with your configuration.

Proofs can be accessed in each template via the Audit tab.

Publish the template

When the message template created on the control instance is complete, you can publish it. This process will also publish it on all execution instances.

NOTE

When publishing transactional message templates, typology rules are also automatically published on the execution instances.

Publication lets you automatically create two message templates on the execution instances, which will allow you to send messages linked to real-time and batch events.

CAUTION

Whenever you make any changes to a template, make sure you publish it again for these changes to be effective during transactional message delivery.

  1. On the control instance, go to the Message Center > Transactional message templates folder of the tree.

  2. Select the template you want to publish on your execution instances.

  3. Click Publish.

Once publication is complete, both message templates to be applied to batch and real-time type events are created in the tree of the production instance in the Administration > Production > Message Center Execution> Default > Transactional message templates folder.

Once a template is published, if the corresponding event is triggered, the execution instance will receive the event, link it to the transactional template and send the corresponding transactional message to each recipient.

NOTE

If you replace an existing field of the transactional message template, such as the sender address, with an empty value, the corresponding field on the execution instance(s) will not be updated once the transactional message is published again. It will still contain the previous value.

However, if you add a non-empty value, the corresponding field will be updated as usual after the next publication.

Unpublish a template

Once a message template is published on the execution instances, it can be unpublished.

  • Indeed, a published template can still be called if the corresponding event is triggered: if you are no longer using a message template, it is recommended to unpublish it. This is to avoid sending an unwanted transactional message by mistake.

    For example, you published a message template that you only use for Christmas campaigns. You may want to unpublish it after the Christmas period is over, and publish it again next year.

  • Also, you cannot delete a transactional message template that has the Published status. You must unpublish it first.

To unpublish a transactional message template, follow the steps below.

  1. On the control instance, browse to the Message Center > Transactional message templates folder.
  2. Select the template to unpublish.
  3. Click Unpublish.
  4. Click Start.

The transactional message template status changes back from Published to Being edited.

Once unpublication is complete:

  • Both message templates (applied to batch and real-time type events) are deleted from each execution instance.

    They no longer appear in the Administration > Production > Message Center Execution > Default > Transactional message templates folder.

  • Once a template is unpublished, you can delete it from the control instance.

    To do so, select it from the list and click the Delete button on top right of the screen.

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