Support for archiving
How to archive messages
Regulations such as HIPAA require that Journey Optimizer should provide a way to archive messages sent to individuals. Indeed, if your customers raise a claim, they should have the ability to get a copy of the sent message for verification purpose.
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For the email channel, Journey Optimizer provides a built-in BCC email capability. Learn more
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Additionnaly, for all channels, you can use the ‘Template’ field in the Entity Dataset, which contains the details of the non-personalized message templates. Export the dataset with this field to save metadata such as: who sent the message, to whom and when. Note that personalized data is not exported - only the template (format and structure of the message) is taken into account. Learn more
NOTEHow to use BCC for emails
You can send blind carbon copy (BCC) of an email sent by Journey Optimizer to a dedicated BCC address. This optional feature allows you to retain copies of email communications you send to your users for compliance and/or archival purposes. The BCC address is not visible to other recipients of the message.
Enable BCC email
To enable the BCC email option, enter the email address of your choice in the dedicated field of the channel configuration (i.e. message preset). You can specify any external address in correct format, except an email address defined on a subdomain delegated to Adobe. For example, if you delegated the marketing.luma.com subdomain to Adobe, any address like abc@marketing.luma.com is prohibited.
CAUTIONNOTE
Once configuration is done, all email messages based on this configuration are blind-copied to the BCC email address you entered. From there, messages can be processed and archived using an external system.
CAUTIONThe BCC email address setting is immediately saved and processed at the configuration level. When you create a new message using this configuration, the BCC email address is automatically displayed.
However, the BCC address gets picked up for sending communications following the logic described here.
Recommendations and limitations
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To ensure your privacy compliance, BCC emails must be processed by an archiving system capable of storing securely personally identifiable information (PII).
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As messages can contain sensitive or private data, such as personally identifiable information (PII), make sure the BCC address is correct, and secure the access to messages.
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Your inbox used for BCC should be properly managed for space and delivery. If the inbox returns bounces, some emails may not be received and therefore will fail to get archived.
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Messages may be delivered to the BCC email address before the target recipients. BCC messages can also been sent even though the original messages may have bounced.
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Do not open or click through the emails sent to the BCC address as it is taken into account in the total opens and clicks from the send analysis, which could cause some miscalculations in reports.
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Do not mark messages as spam in the BCC inbox, as it will impact all the other emails sent to this address.
CAUTIONGDPR compliance
Regulations such as GDPR state that Data Subjects should be able to modify their consent at any time. Because the BCC emails you are sending with Journey Optimizer include securely personally identifiable information (PII), you must edit the CJM Email BCC Feedback Event Schema to be able to manage these PII in compliance with GDPR and similar regulations.
To do this, follow the steps below.
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Go to Data management > Schemas > Browse and select CJM Email BCC Feedback Event Schema.
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Click to expand _experience, customerJourneyManagment then secondaryRecipientDetail.
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Select originalRecipientAddress.
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In the Field properties on the right, scroll down to the Identity checkbox.
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Select it and also select Primary identity.
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Select a namespace from the drop-down list.
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Click Apply.
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