Setting up the Multi-Channel Preference Center lets you provide customers with a seamless and personalized experience. Follow these steps to implement and configure the feature.

Step 1: Enable the Preference Center

To activate the Multi-Channel Preference Center, contact your Customer Success Engineer (CSE), who will handle the activation process for you. This includes:

• Enabling the preference center in your account.

• Activating the new Consent History Modal in the Customer 360 View.

Once enabled, you’ll be able to access all settings in the Preferences section of the platform.

Step 2: Add and Manage Topics

Once your Brand Groups are established, you can begin configuring topics. Topics allow your customers to opt into the content they care about.

How to Add Topics:

1. Navigate to Settings > General > Preference Center.

2. Add topics by defining their name, description, and associated Brand Group.

   • Example Topic: Formula 1 Updates
3. Assign topics to communication templates (Email, SMS, Push, etc.).

Remove Topics:

• Review and remove outdated topics to keep the preference center relevant for customers.

Update Topics:

When managing topics, you can also update specific details to ensure they remain accurate and useful for your audience:

• Topic Name: This is the name displayed in the customer-facing UI for each topic.

• Description: Provide a clear, concise description that helps customers understand the purpose of the topic. This will appear below the topic name in the UI.

• Topic ID: The unique identifier used for API requests to update preferences when building the UI.

Integrations:

To fully integrate the Preference Center with your systems, you'll need the following:

• SDK Credentials: Your developers require these to implement the Bootstrap SDK, which allows seamless functionality for customer preferences.

• Brand Group ID: This unique identifier is used for API calls to read or update preferences. For more technical details, refer to our API Documentation.

Step 3: Build Your Custom-Branded UI

The Multi-Channel Preference Center provides the backend infrastructure, but you’ll need to create a branded user interface for customers to manage their preferences.

Use Our SDKs:

Leverage our SDKs as templates to build your UI:

• OptiMobile SDK Documentation

• Web SDK

Your developers can customize the UI to match your branding while ensuring it meets customer expectations.

Please Note: When creating your branded user interface for the Preference Center, it’s important to ensure compliance with data protection laws, such as GDPR and CAN-SPAM. Non-compliance could lead to deliverability issues or even legal fines.

Adding Topics to Communication Templates

Topics can be easily assigned to your communication templates, allowing you to deliver targeted content that matches customer preferences.

Adding Topics to Email Templates

After setting up topics, you can assign them directly within the email editor:

• In the editor, a new Topics section is located just below the Reply-to field.

• Select one or multiple topics to associate with the email.

Adding Topics to SMS, Push, Web, In-App

For other channels, the process is just as straightforward:

• Click the settings/gear icon on the right side of the screen to open a sidebar menu.

• If configured correctly, you'll see a Topics option where you can select one or multiple topics, just like in email templates.

This ensures consistency across all communication channels and allows for highly targeted campaigns.

Please Note: When tagging a template with multiple topics, the logic is configured to be AND or OR logic. This configuration was made at the time the Preference Center was opened. Contact your CSM or CSE if you need reconfirmation of your configuration settings or if this needs changed.

Example Use Case

Imagine your business wants to provide tailored sports updates to customers. Here's how you could set it up step by step:

1. Identify Your Audience and Goals:

   • Analyze customer preferences and determine the sports categories most relevant to your audience. For example, your customers might be interested in Formula 1, Football, or Tennis updates.

2. Create a Brand Group:

   • Name the Brand Group Sports Updates and include the relevant channels (e.g., Email, SMS, and Push Notifications) to deliver these updates seamlessly across platforms.

3. Define Topics:

   • Add specific topics such as:

     • Formula 1 Updates: Share race schedules, highlights, and exclusive content.

     • Football News: Deliver match results, player updates, and upcoming game schedules.

     • Tennis Highlights: Provide tournament updates, rankings, and news.

4. Configure the Topics:

   • Assign these topics to their respective communication templates. For example:

     • Use the email editor to link Formula 1 updates to a weekly newsletter.

     • Assign Football News to SMS notifications for real-time match scores.

     • Set up Push Notifications for Tennis Highlights during major tournaments.

5. Build a Branded Preference Center:

   • Develop a user-friendly landing page where customers can select their preferred sports and choose how they want to receive updates. For instance:

     • Allow users to opt into Formula 1 emails but opt out of Football SMS.

     • Use clear descriptions and examples for each topic to guide customer choices.

6. Promote and Test:

   • Inform customers about the new preference options through a targeted campaign.

   • Test the setup with a pilot group, gather feedback, and make necessary adjustments before rolling out to all users.

By creating a tailored and easy-to-use preference center, you can enhance customer engagement, reduce opt-outs, and ensure compliance with marketing regulations.