Repeat contact configuration
What is Repeat contact?
Repeat Contact identifies when the same customer contacts your organization multiple times within a time window you define. Each matching interaction is labeled with its position in the customer's journey (i.e. first contact, middle contact, last contact) so you can filter, report on, and export repeat contact data alongside every other signal in the platform.
You can create multiple configurations, each using a different contact window. Once a configuration is published, the platform begins labeling new matching interactions automatically from that creation date forward.
Contact your account manager to learn more about getting started with Repeat Contact.
Set up a repeat contact configuration
Users with the Customer journey admin permission can create and manage repeat contact configurations. Open the Repeat Contact Configuration page from the Platform menu in the upper-right corner of the screen.
When creating a configuration, set the following:
- Name and description — appears as a column header in exports and as a filter label in Search. Give each configuration a name and description that reflects the time window it covers.
- Repeat contact window — the number of days within which a follow-up contact is counted as a repeat (for example, 3, 5, or 7 days).
Click Save to activate the configuration. The platform begins tagging new matching interactions immediately. Interactions that occurred before the configuration was published are not retroactively tagged
A notification appears after saving, confirming where to find the data and when interactions will begin appearing.