Display customer sessions 

Customer sessions contain customer activity within a given Application. For example, a customer session can represent a shopping cart or a completed order for a given customer.

Suggested reading

• Events
• Customer sessions

The state of a session can be one of the following:

• Open: The session can be modified as many times as needed, depending on your business needs. For example, the session remains open while the customer is adding new items to the cart.
• Closed: The session cannot be modified anymore, unless it is reopened. If the customer has completed the payment step of the order workflow, for example, the session is closed.
• Cancelled: The session had an issue or the closed or partially returned states are not valid anymore. For example, the session is cancelled if the customer requested a full refund or the payment failed at checkout.
• Partially returned: The closed state is not valid anymore but the session is not cancelled. This occurs, for example, if the customer requested a refund for some of the items they purchased in the same session.

Each action of the customer in the session is represented by an event. Every session contains at least one event.

List customer sessions

To list the customer sessions within an Application:

1. Open the Application of your choice.
2. On the left-side menu, click Sessions.

The following information is displayed for the sessions. You can also filter the list by session state or creation date.

Column	Description
Session integration ID	Identifier of the customer session. It can be used for integration purposes. It is unique for each Application.
Customer integration ID	Identifier of the customer profile. It can be used for integration purposes. It is the same across all Applications.
Store integration ID	Identifier of the store passed in the customer session. It can be used for integration purposes. It is unique for each store.
State	Indicates whether the session is open, closed, partially returned, or cancelled. Tip Learn more about customer sessions in the Developer docs.
Returned items	Number of returned items.
Items in session	Number of items currently in the customer session.
Coupon	Any coupons redeemed by the customer in the session.
Referral code	Any referral codes used by the customer in the session.
Created	Date and time when the session was created in the time zone of the Application.
Return items	Allows you to return one or more cart items purchased by the customer in the session.

Search customer sessions

You can filter searches for a session in your Application by the following:

• Session integration ID
• Customer integration ID
• Coupon code
• Store integration ID
• Referral code

To search for a session, enter a full or partial ID or code in the search field. The search is not case-sensitive.

Any exact or partial matches for the session are displayed in a list.

Note

To search for partial matches, enter at least three characters in the search field.

Customer session overview

Click a Session integration ID to access all the information for the corresponding customer session.

The session page displays the following information:

• Session status: Current state of the session.
• Session integration ID: Integration ID of the customer session.
• Customer integration ID: Integration ID of the customer. You can access the customer profile by clicking the ID.
• Store integration ID: Integration ID of the store passed in the session.
• Created: Date and time when the session was created.
• Last activity: Date and time when the session was last updated.
• Total discounts: Total discounted amount for the session.
• Net total: Revenue produced by the customer in the session after deducting all discounts.
• Session total: Total value of cart items and additional costs in the session, before discounts are applied.
• Tabs with additional information related to the customer session:
  • Events
  • Attributes
  • Cart items
  • Summary

Display session events

Click the Events tab to list the events and triggered effects of the selected session:

Column	Description
Time	Date and time when the event happened.
Event	The event type.
Effects	Number of effects triggered for the event. Click the link to display the details of each effect.

Tip

To export all the events for the session as a CSV file, to the right of the search bar, click Export.

Display session attributes

Click the Attributes tab to list any customer session attributes set in the Application.

For example, attributes may refer to the shipping city, the operating system of the customer's device, or the payment method.

Note

The tab is available only if you set customer session attributes for the Application.

Display cart items

Click the Cart items tab to list all the cart items that were added to the selected session:

Column	Description
SKU	Unique stock keeping unit identifier of the cart item.
Price	Cost of the cart item.
Quantity	Number of cart item units added to the session.

You can expand each cart item to view more details, such as built-in and custom attributes.

Note

The tab is available only if there are any events involving cart items in the session.

Display a summary of the session activityClosed beta

Click the Summary tab to get an AI-generated summary of the session activity.

Return individual cart items

You can manually return one or more cart items from a closed or partially returned session.

This is useful, for example, to allow your customer support agents to return specific items when a customer requests a refund for part of their purchase.

Important

If you return one or more cart items using this feature, the session state changes to partially returned if the original state was closed.

Updating the session state can cause rollback effects to undo potential previous effects triggered when you closed or opened the session. Learn more in our Developer docs.

To return individual cart items:

1. On the Sessions page, to the right of the session that contains the items to be returned, click .

   Note

   In the Returned quantity column, you can see how many units have already been returned for each item.

2. In the pop-up that appears, select the items you want to return.

3. (Optional) Use the Quantity dropdown to select the number of units you want to return for each item.

4. Click Return Selected Items.

The number of returned items automatically appears in the Returned items column of the session and it is subtracted from the Items in session column.

Returns reevaluation

You can enable the returns reevaluation setting in a campaign to have Talon.One reevaluate it when a customer returns one or more cart items. The campaign is reevaluated even if it has expired and is no longer running.

Enabling this setting affects campaign evaluation. When a cart item is returned, the following happens:

• The customer session state moves from closed to partially returned.
• Effects that were triggered when the session was closed are rolled back.
• The campaign is reevaluated without the returned items, using the rules that are set at the time of reevaluation.

Important

• Campaigns that add loyalty points can only be reevaluated if points are pending when the item is returned or if the loyalty program has negative balance enabled.
• The runRuleEngine query parameter must be set to true in the Return cart items request. This ensures that the Rule Engine runs the currently set rules and applies their effects.

Example:

A promotional campaign awards 500 loyalty points when a customer spends at least $100 and runs until October 31. The customer qualifies for the promotion and earns the points, but returns part of the purchase on November 3, after the campaign has expired. If returns reevaluation is enabled, Talon.One reevaluates the campaign using the currently set rules and rolls back the points if the updated session value is no longer over $100.

Considerations for loyalty campaigns

For campaigns that add loyalty points, consider that the following happens when returns reevaluation is enabled and the customer returns one or more cart items:

• The Rule Engine rolls back the effects produced by the campaign, including the loyalty points that were originally added. A new set of effects is triggered based on the updated cart.

• A new transactionUUID parameter is generated, since reevaluation produces new loyalty transactions.

• New start and expiry dates may be created for loyalty points if Time-based reward start or expiry dates use an attribute value that may change during reevaluation.

  Note

  The Current time attribute is set to the original value of the session closure time and will not change during reevaluation.

• The campaign is not eligible for returns revaluation if Active points deduction is enabled and Negative balance is disabled under the loyalty program's return policy. Returns are evaluated as usual, even if the customer's points balance changes during the session.

• If Active points deduction is disabled, the campaign is only eligible for returns revaluation if points are pending.

• Both the originally added and the newly added points are reflected in the loyalty transactions for profile-based and card-based loyalty programs, and in the dashboard for profile-based loyalty programs.

Caution

Points are added even if the rollback failed or was performed only partially. This can lead to potential discrepancies in the customer's points balance. In particular, there may be discrepancies if the points originally added in the closed session have already expired, or if Active points deduction is disabled under the loyalty program's return policy.

Enable returns reevaluation

You can enable returns reevaluation for a campaign in the following ways:

• In the campaign details page for your campaign.
• When copying a campaign.
• When creating a campaign from a template.

Best practices

We recommend you do the following when enabling returns reevaluation:

• Add a budget to your campaign as a security measure.

• Use the Check attribute value condition in your rules and enter the following value to ensure that only effects that can be rolled back are triggered during reevaluation:

  Event Type is not equal to talon_session_reevaluated_partially_returned

  This ensures that effects that can't be rolled back, for example, create a coupon code or award a giveaway effects, are not applied more than once.

Export customer sessions

Export your customer sessions as a CSV file to import this data in other tools, for example, in any BI tool to run reports.

To export customer sessions:

1. On the leftmost menu, click Apps.

2. Select the Application from which you want to export the sessions and click Campaigns.

3. In the top-right corner, click Manage Campaign Data > Export Customer Sessions.

4. Set your desired time frame:

   • In the Date Range tab, set your desired dates.
   • In the After Recent Export tab, select any previous customer session export from the Created after drop-down menu.

5. In Customer session state, select the state of your choice.

6. In Date format, select the date format of your choice.

   Note

   In the exported file, all timestamp values follow UTC+00:00.

7. Click Export Data.

Related pages

• Display customer profiles
• Display events
• Display stores
• Manage attributes
• Return individual items
• Export triggered effects