Use Channel Coordination

Channel Coordination is a group of strategies you can use to target users where they are most likely to receive your message.

Read the Channel Coordination guide for information about how these features work.

 Note

Channel coordination requires Orchestration be enabled for your account. Caveats:

  • Fan OutA channel coordination strategy that targets a named user on all the channels they are opted in to, maximizing the chances they receive your message. is the default behavior when targeting named users.

  • For journeys, Originating ChannelA channel coordination strategy that targets a named user on the channel that triggered the journey. is used for all accounts not enabled for channel coordination.

Please contact Airship Sales to enable Orchestration and journeys.

Prerequisites

You must first implement Named UserA customer-provided identifier used for mapping multiple devices and channels to a particular user. . Follow the steps in How To Implement Named Users.

Fan Out

Fan Out is a channel coordination strategy that targets a named user on all the channels they are opted in to, maximizing the chances they receive your message. This strategy is suitable for highly urgent messages, where the user will not be sensitive to over-messaging. This is the default strategy when a journey does not have a triggering channel, e.g., a message sent as a result of a named user custom event or tag change, which equally applies to all channels.

Composer: Message or A/B Test

In the Audience step of the Message and A/B Test composers:

  1. Select the channels to include in your audience.
  2. Select Target Specific Users.
  3. Under Search, enter the named user, then select from the listed results.
Composer: Journey

For journeys, you select and configure channel coordination when composing each message. Click Save and continue after setting the delay and conditions for the message, then:

  1. (Optional) Edit the message name.
  2. Select Fan Out and the channels you want to send the message to.
  3. Click Save and continue.
API

In the API, you will enumerate all configured messaging platforms using the device_types selector:

POST /api/push HTTP/1.1
Authorization: Basic <master authorization string>
Content-Type: application/json
Accept: application/vnd.urbanairship+json; version=3;

{ "audience": { "named_user": "ozymandias" }, "notification": { "alert": "Look upon which works now?" }, "device_types": [ "ios", "android", "sms", "web" ] }

Last Active

Last Active is a channel coordination strategy that targets a named user on the opted-in channel they used most recently. In many cases user recency is the best indicator of preference.
 Note

Last Active is available for app and web channels only.

Composer: Message or A/B Test

In the Audience step of the Message and A/B Test composers:

  1. Select the channels to include in your audience.
  2. Select Target Specific Users.
  3. Search for last_active, then select the Orchestration tag group result. You can also click and select the Orchestration tag group to filter your results.
Composer: Journey

For journeys, you select and configure channel coordination when composing each message. Click Save and continue after setting the delay and conditions for the message, then:

  1. (Optional) Edit the message name.
  2. Select Last Active and the channels you want to send the message to.
  3. Click Save and continue.
API

In the API, use the last_active tag in the ua:orchestration tag group:

POST /api/push HTTP/1.1
Authorization: Basic <master authorization string>
Content-Type: application/json
Accept: application/vnd.urbanairship+json; version=3;

{ "audience": { "tag": "last_active", "group": "ua:orchestration" }, "notification": { "alert": "Hi, last active!" }, "device_types": [ "ios", "android", "sms", "web" ] }

Example Response:

HTTP/1.1 202 Accepted
Content-Type: application/json; charset=utf-8
Data-Attribute: push_ids

{ "ok": true, "operation_id": "df6a6b50-9843-0304-d5a5-743f246a4946", "push_ids": [ "9d78a53b-b16a-c58f-b78d-181d5e242078" ] }

Originating Channel

Originating Channel is a channel coordination strategy that targets a named user on the channel that triggered the journey. Messaging users on the channels they use to engage your brand can help ensure a consistent user experience. This strategy is used for all accounts not enabled for channel coordination.
 Warning

Originating Channel will not work if the triggering behavior is a custom event applied to the named user. In that case, there is no channel associated with the behavior; Airship will instead use the Fan Out strategy for delivery.

Composer: Journey

For journeys, you select and configure channel coordination when composing each message. Click Save and continue after setting the delay and conditions for the message, then:

  1. (Optional) Edit the message name.
  2. Select Originating Channel and the channels you want to send the message to.
  3. Click Save and continue.

Priority Channel

Priority Channel is a channel coordination strategy that targets a named user on the first channel they are opted in to, of the priority order you set.

Before you can target users based on channel priority, you must set the priority order in your project. You must have at least two channels configured and enabled. This setting is not used for journeys. For journeys, you set the priority when you create the message.

Configure Channel Priority Order

Set the priority order of your project’s configured and enabled channels:

  1. Go to Settings » Configuration » Channel Priority.
  2. Check the Enable box next to any channel you would like to include, and click the arrows to change their order.
  3. Click Save.
 Note

  • When choosing the App channel as priority, we will deliver to any iOS, Android, or Amazon devices that are opted-in to notifications.

  • Open Channels are listed using the name entered when adding the service in Settings » Channels » Open Channels.

 Note

Additional processing time may be required to set the priority_platform tag for larger audiences. The priority_platform tag will be available for use after several minutes for smaller audiences and up to several hours for audiences of 1 million or more.

Composer: Message or A/B Test

In the Audience step of the Message and A/B Test composers:

  1. Select the channels to include in your audience.
  2. Select Target Specific Users.
  3. Search for priority_platform, then select the Orchestration tag group result. You can also click and select the Orchestration tag group to filter your results.
Composer: Journey

For journeys, you select and configure channel coordination when composing each message. Click Save and continue after setting the delay and conditions for the message, then:

  1. (Optional) Edit the message name.
  2. Select Channel Priority and the channels you want to send the message to.
  3. Drag your selected channels into priority order.
  4. Click Save and continue.
API

In the API, use the priority_platform tag in the ua:orchestration tag group:

POST /api/push HTTP/1.1
Authorization: Basic <master authorization string>
Content-Type: application/json
Accept: application/vnd.urbanairship+json; version=3;

{ "audience": { "tag": "priority_platform", "group": "ua:orchestration" }, "notification": { "alert": "Hi, priority channel!" }, "device_types": [ "ios", "android", "sms", "web" ] }

Example Response:

HTTP/1.1 202 Accepted
Content-Type: application/json; charset=utf-8
Data-Attribute: push_ids

{ "ok": true, "operation_id": "df6a6b50-9843-0304-d5a5-743f246a4946", "push_ids": [ "9d78a53b-b16a-c58f-b78d-181d5e242078" ] }

User Preference

User Preference is a channel coordination strategy that targets a named user on their preferred channel. This is understood to provide the optimal customer experience.

Before you can target users based on a their channel preference, you first need to set tags expressing that preference. In order to set a preferred channel for a user, they must be opted in on at least two messaging channels, e.g., iOS and web.

Set User Preference Tags

You will set a "user_preferred" tag in the "ua:orchestration" tag group on one channel per named user.

  1. List all channels for your named user by using the Named User Lookup API.

  2. Once you parse the results to gather the Channel IDs, you maintain the "user_preferred" tag on each channel, using our Tags API:

POST /api/channels/tags HTTP/1.1
Authorization: Basic <master authorization string>
Accept: application/vnd.urbanairship+json; version=3;
Content-Type: application/json

{ "audience": { "ios_channel": "b8f9b663-0a3b-cf45-587a-be880946e881" }, "add": { "ua:orchestration": [ "user_preferred" ] } }

Composer: Message or A/B Test

In the Audience step of the Message and A/B Test composers:

  1. Select the channels to include in your audience.
  2. Select Target Specific Users.
  3. Search for user_preferred, then select the Orchestration tag group result. You can also click and select the Orchestration tag group to filter your results.
API

In the API, use the user_preferred tag in the ua:orchestration tag group:

POST /api/push HTTP/1.1
Authorization: Basic <master authorization string>
Content-Type: application/json
Accept: application/vnd.urbanairship+json; version=3;

{ "audience": { "tag": "user_preferred", "group": "ua:orchestration" }, "notification": { "alert": "Hi, preferred channel!" }, "device_types": [ "ios", "android", "sms", "web" ] }

Example Response:

HTTP/1.1 202 Accepted
Content-Type: application/json; charset=utf-8
Data-Attribute: push_ids

{ "ok": true, "operation_id": "df6a6b50-9843-0304-d5a5-743f246a4946", "push_ids": [ "9d78a53b-b16a-c58f-b78d-181d5e242078" ] }

Include Channel Coordination Tags In an Audience Segment

Segments are reusable audience selection criteria. You can use segments when targeting an audience instead of recreating your audience selections every time you send a message. You can include channel coordination tags for Last Active, Priority Channel, and User Preference in your segments.

Follow the steps in the Segments Builder Tutorial to create a new segment, and include a channel coordination tag:

  1. Click Select Tag and choose Orchestration.
  2. Search for last_active, priority_platform, or user_preferred.
  3. Complete the steps in the Segments Builder tutorial.