In order to connect events with visitors over the course of a session, the visitors must be identified by Elevate. This can occur on two levels, by device and by actual visitors. All visitors can experience device-based personalisation through an assigned randomized customer key.
To enable cross device personalisation and personalized recommendations off-site, such as with Email recommendations, an identifier tied to the visitor is required. This is normally only applicable for signed in visitors and requires a secret visitor identifier.
Selecting visitor identifier¶
The identifier must uniquely identify the visitor, but must not be an externally known customer property such as a user name, email address, or social security number as that is a personal data breach liability and against the EU General Data Protection Regulation.
The identifier must however be possible to obtain given a visitor, regardless of device and site, where personalisation is to have any effect. For example, to enable personalized email recommendations, it must be possible to access the identifier within the email service provider.
A retailer will typically have their own internal identifier systems for visitors, such as using identification tables or secret hashing of visitor data, to enable personalisation. This type of internal identification will likely only be able to provide personalisation for members or signed in visitors to a retailer's site.
Identical customer keys
For any external use, such as Email recommendations, the same identifier used on the site must be supplied. This means that the
customerKey argument provided to Email recommendations must match the
customerKey that is set when a visitor signs in to a retailer's site.
Both device based and visitor based personalisation must be integrated with the API.
- When an unknown visitor triggers a request, assign the visitor a random customer key and set the assigned customer key to the request.
- Use UUID v4 as initial randomized customer keys
- Persist the randomized customer key for the visitor, for example in a cookie or local storage.
- When a visitor with an already assigned customer key triggers a new request, set the assigned customer key on the request.
- When a visitor signs in to the site or is otherwise identified, replace the previously assigned customer key with a secret visitor identifier to be used in future requests.
- When a visitor signs out, reset the session:
- Signal closing of the current session through an end notification with the secret visitor identifier as the customer key in the notification.
- Randomize a new customer key and replace the previously assigned secret visitor identifier.
esales-api, offers support for working with session keys and customer keys.
If more than one customer key is provided for a session, Elevate will automatically link them together. An example of this is when a session is started with a visitor that is not signed in to the site at first. The visitor still triggers events in the session. While the session is still active, the visitor signs in to the site thus creating an new or activating a pre-existing customer key.
A session is a group of interactions within a given time-frame. An Elevate session starts when a visitor triggers a request and ends when an end notification is sent to Elevate, or when a criteria for automatically ending a session is met. A session automatically ends after:
- 15 minutes if there are no notifications for either click, add to cart, payment, add favorite, or remove favorite
- 2 hours of inactivity
- 12 hours, even with constant activity
Any interaction with Elevate that is shorter than 1 second is defined as a bounce and is not counted as a session.