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Why is Omniconnect not recording customer updates or events?

Updated

Omniconnect may receive a webhook, but the customer update and related events do not appear in Bloomreach. This can occur when a customer update command doesn't include update_timestamp.

What you may notice

  • Customer properties aren't updated.
  • Events returned by the same transformation may not be recorded.
  • Testing the transformation may not show an error.
  • Other integrations using the same transformation code may have the same issue.

Cause

The transformation returns a customer-update command with name: "customers", but update_timestamp is missing from its data object.

The invalid customer-update command can prevent the affected request from being processed. As a result, events returned with that request may not appear either.

The fields are different for each command:

  • Customer-update commands use update_timestamp.
  • Event commands use timestamp.

Don't add update_timestamp to an event command.

Fix

  1. Open the Omniconnect integration and go to Transformation.
  2. Select an affected incoming request.
  3. Find the customer-update command with name: "customers" in the Output.
  4. Add update_timestamp inside its data object.
  5. Set it to an integer Unix timestamp in seconds.
  6. Test and save the transformation.
  7. Send a new live webhook.
  8. Confirm that the customer properties and related events are recorded.

Example:

{
  name: "customers",
  data: {
    customer_ids: {
      registered: customerId
    },
    properties: customerProperties,
    update_timestamp: 1681484247 // Integer Unix timestamp in seconds
  }
}

When available, use the time when the customer data was updated in the source system. Use the current time only when it accurately represents the update time.

If several integrations use the same transformation code, check and update each integration.

Still not working?

Follow the troubleshooting guidance in Omniconnect setup or contact Support.

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