SCT07 - Omni Channel
Seamless experience across multiple customer touchpoints and channels via API
SCT07 - Omni Channel
Seamless experience across multiple customer touchpoints and channels, providing unified customer data and cross-channel continuity through the API.
Overview
This capability enables your platform to deliver a consistent and seamless customer experience across all channels with unified data and transaction continuity via API integration.
Features
| Feature | Description |
|---|---|
| Cross-Channel Continuity | Continue transactions across channels |
| Unified Customer View | Single view of customer data |
| Channel Management | Centralized channel control |
| Session Handoff | Transfer sessions between channels |
| Multi-Device Support | Synchronized state across devices |
Configuration Options
| Level | Channels | Features |
|---|---|---|
| Basic | Limited (2-3 channels) | Basic integration |
| Standard | Core channels | Cross-channel continuity |
| Advanced | All channels | Complete omnichannel experience |
API Usage
Get Unified Customer Profile
GET /api/v1/customers/{customer_id}/profile/unified
Authorization: Bearer {access_token}Response:
{
"customer_id": "cust_123456",
"profile": {
"name": "John Doe",
"email": "john@example.com",
"phone": "+44123456789"
},
"channels": {
"web": {"last_active": "2024-01-15T10:30:00Z", "sessions": 45},
"mobile_ios": {"last_active": "2024-01-15T09:15:00Z", "sessions": 120},
"mobile_android": {"last_active": "2024-01-10T14:00:00Z", "sessions": 30}
},
"preferences": {
"notification_channel": "PUSH",
"preferred_language": "en"
}
}Create Cross-Channel Session
POST /api/v1/sessions/handoff
Content-Type: application/json
Authorization: Bearer {access_token}
{
"source_session_id": "sess_web_123",
"target_channel": "MOBILE_IOS",
"context": {
"current_flow": "PAYMENT",
"transaction_draft_id": "draft_abc789"
}
}Response:
{
"handoff_token": "ho_xyz123",
"expires_at": "2024-01-15T10:35:00Z",
"target_channel": "MOBILE_IOS",
"context_preserved": true
}Resume Session on New Channel
POST /api/v1/sessions/resume
Content-Type: application/json
Authorization: Bearer {access_token}
{
"handoff_token": "ho_xyz123",
"channel": "MOBILE_IOS",
"device_id": "device_abc123"
}Response:
{
"session_id": "sess_mobile_456",
"customer_id": "cust_123456",
"context": {
"current_flow": "PAYMENT",
"transaction_draft_id": "draft_abc789"
},
"handoff_complete": true
}Get Channel Activity
GET /api/v1/analytics/channels
Authorization: Bearer {access_token}Response:
{
"channels": [
{"channel": "WEB", "active_users": 1200, "transactions": 3500},
{"channel": "MOBILE_IOS", "active_users": 2500, "transactions": 8200},
{"channel": "MOBILE_ANDROID", "active_users": 1800, "transactions": 5100},
{"channel": "API", "active_users": 150, "transactions": 25000}
],
"cross_channel_journeys": 450
}Channel Types
| Channel | Description |
|---|---|
| WEB | Browser-based access |
| MOBILE_IOS | iOS application |
| MOBILE_ANDROID | Android application |
| API | Direct API integration |
| WEBHOOK | Event notifications |
Integration with Other Capabilities
| Capability | Integration |
|---|---|
| SCT04 - Payments | Cross-channel payment flows |
| SCT06 - Decision Support | Channel analytics |
| SCT11 - Compliance | Channel-specific compliance |
Related API Reference
Session APIs
View detailed session API specifications
Subscription Tier Availability
| Tier | Configuration Level |
|---|---|
| Starter | Not included |
| Professional | Standard |
| Enterprise | Advanced |
| Custom | Configurable |