Sending an Email on Customer Account Update - new Email template in CDC / Gigya

[sachinsaxena_1]

Hi,

We have a requirement to send an email out from CDC whenever the Account/Profile is updated by the customer. While looking at the available Email templates and documentation there is no such template which can be purposed for the same.

Is there a way we can add a new email Template for custom events ? If yes, how can bind the same to the event of account update?

[former_member629536]

Hi Sachin,

Firstly I would challenge that requirement, with the following points.

• As a customer, having my inbox flooded with profile-updated email notifications seems excess and not good user-experience.
• As a Client, sending these emails on profile updates will also have cost implications.

Solution

Yes this is possible today, with two approaches

• Scheduled IDX(ETL) job which identifies newly updated profiles and sends those records to the downstream marketing solution.
• For a near real-time solution you could also leverage webhook events to capture those profile updates.

Update
The email would need to be sent from the marketing solution, not CDC.


Regards

Ibrahim

[sachinsaxena_1]

Thanks Ibrahim for your suggestions. Yes we were planning to use the webhooks, but the problem was email template and how to send the new email through CDC.

Can these email be sent via CDC? Or it has to be integrated with downstream marketing solution to send the emails?

[Vrishabh]

Hi Sachin,

Agreeing to the highlighted points by Ibrahim.

The question "sending new email through CDC" is not possible for the profile update scenario.
SAP Customer data cloud only supports following email templates:

1. Account deletion confirmation.
2. Code verification.
3. Double opt-in confirmation.
4. Email Verification.
5. New user welcome.
6. TFA verification.
7. Password reset.
8. Password reset confirmation.

If the requirement is to send the email to users based on their updates, it is currently possible with 3rd party email service providers (which can be attained using webhooks) - As highlighted by Ibrahim.

Regards,
Vrishabh.