The Real Time Events module allows Acteol to receive event data from third-party systems in real time via API. When an external platform, such as a booking system, delivery platform, or app, sends an event to Acteol, it can be used immediately to trigger an automated campaign or journey. This enables you to communicate with customers at exactly the right moment, based on actions they have just taken.
What you can do
Receive real-time events from third-party systems via API.
Configure event types to define the data Acteol expects to receive.
View all incoming events and their status in the events log.
Use real-time events as triggers in the Journey module to start automated sequences.
Map event data fields to customer profile data in the Single Customer View (SCV).
Monitor event activity and troubleshoot failed or unmatched events.
Build highly timely, personalised communications triggered by customer actions in external systems.
How real-time events work
When a customer takes an action in a connected external system. For example, placing an order, making a booking, or completing a delivery, that system sends an event payload to Acteol via API. Acteol receives the event, matches it to the relevant customer profile using the identifying data in the payload such as email address or loyalty number, and then triggers any journeys or campaigns configured to fire on that event type.
The full sequence is:
The customer takes an action in a third-party system.
The third-party system sends an event payload to Acteol's API endpoint.
Acteol receives the event and matches it to a customer profile in the SCV.
If a real-time event is configured to trigger on that event type, the customer enters it immediately.
The real-time event sends the configured communication. For example, a confirmation message, an upsell offer, or a follow-up survey.
Common use cases
Real-time events are most powerful when used to send communications at a moment of high customer relevance. Common examples include:
Booking confirmation: A customer makes a reservation via your booking platform. Acteol receives the event and immediately triggers a confirmation email with their booking details and an upsell for extras.
Order placed: A customer orders via a delivery or click and collect platform. Acteol receives the event and triggers an order confirmation or a post-delivery feedback request.
App event: A customer completes an action in your branded app, such as redeeming a reward or reaching a loyalty milestone. Acteol receives the event and sends a personalised acknowledgement or next-step offer.
Check-in or arrival: A customer checks in at a venue via a third-party system. Acteol receives the event and triggers a welcome message or an in-visit upsell.
Event types and configuration
Before Acteol can receive and process events from a third-party system, the event type must be configured. Configuration defines:
The name and description of the event type.
The data fields expected in the incoming event payload (for example, booking reference, order value, site code).
Which field is used to match the event to a customer profile in the SCV (typically email address or loyalty number).
Whether the event should create a new customer record if no match is found.
â ď¸ Important: Event type configuration and API connection setup must be completed by your Acteol account manager or implementation team before events can be received. Contact your account manager to add a new event source.
The events log
The Real Time Events module includes an events log that records every incoming event. For each event you can see:
The event type and source system.
The date and time the event was received.
The matching status; whether Acteol successfully matched the event to a customer profile.
The journey or campaign triggered as a result if applicable.
Error details for any events that failed to process.
Use the events log to verify that events are being received correctly, confirm that customer matching is working as expected, and investigate any failed or unmatched events.
đ¤ Tip: If events are being received but not triggering a journey, check that the journey is active and that its trigger is correctly configured to fire on the expected event type.
Key things to know
Real Time Events is an additional Acteol Enterprise module. Contact your account manager to add it to your package.
A working API connection between your third-party system and Acteol must be set up before events can be received. This requires development resource on the third-party side.
Event types must be configured in Acteol before incoming events can be matched and processed.
The Journey module must be active to use real-time events as journey triggers.
Events are matched to customer profiles using an identifying field in the payload, typically email address or loyalty number.
All received events are logged and available for review in the events log, including failed and unmatched events.