Adobe Experience Platform (AEP): Integration Guide

Connect Invoca to Adobe Experience Platform (AEP) to send call and conversation data to the Edge Network Server API, so you can build more complete customer profiles and share Invoca insights with AEP destinations.

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What this integration lets you do

• Report Invoca phone calls and Signals to AEP as events, for a unified view of your customers.
• Send Invoca data to AEP Destinations, including Adobe products like Customer Journey Analytics and Adobe Target, and third-party solutions like Qualtrics, MS Dynamics 365, and Zendesk.

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Step 1: Set up a schema in AEP

1. Log in to your Adobe Experience Platform organization and confirm you’re in the correct organization.
2. Select Schemas in the left navigation menu.
3. Click + Create schema, then choose Experience Event.
4. Enter a name (for example, “Invoca”) and description, then click Finish.
5. Add a field to a new Invoca Field Group by clicking the + next to your schema name, entering the field’s properties, and clicking Apply. The first field you add prompts you to create the Invoca Field Group.
6. Repeat for each field Invoca sends. The default fields are:

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Step 2: Set up a dataset in AEP

1. In AEP, click Datasets in the left navigation menu, then + Create dataset.
2. Select Create dataset from schema, choose the Invoca schema you created, and click Next.
3. Complete the dataset fields and click Finish.

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Step 3: Create a datastream in AEP

1. Click Datastreams in the left navigation menu, then New Datastream.
2. Enter a name and description, then click Save.
3. On the datastream’s details page, click Add Service and choose the AEP service to configure (only services you have access to appear).
4. Copy the Datastream ID — you’ll need it when setting up the integration in Invoca.

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Step 4: Copy your tenant and sandbox names

1. Log in to AEP and confirm the organization name at the top.
2. Copy the URL in your browser’s address bar. It looks like:

https://experience.adobe.com/#/@your-tenant-name/sname:your-sandbox-name/platform/home

3. Note the value after the @ symbol as your tenant name, and the value after sname: as your sandbox name. You’ll need both later.

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Step 5: Create a project in Adobe Developer Console

1. Log in to the Adobe Developer Console and select the correct organization.
2. Click Projects, then Create new project.
3. Click Edit Project and rename it to “Invoca API Connection,” then click Save.
4. Click Add API, select Experience Platform API, then Next.
5. Select OAuth Server-to-Server, enter a credential name, and click Next.
6. Select the Product Profiles to enable the API, then click Save configured API.
7. Copy the API Key (Client ID) — you’ll need it for the Invoca installation.
8. Open Generate access token in the OAuth Server-to-Server card.
9. Click Retrieve client secret and copy the value — you’ll need it for the Invoca installation.
10. Scroll to the bottom of the page and copy your Adobe Org ID — you’ll need it for the Invoca installation.

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Step 6: Capture the Experience Cloud Visitor ID in Invoca

1. Click the gear icon to open your account settings, then click Marketing Data.
2. Check whether you already have a field with the API Partner name mcid. If you do, confirm it captures the Adobe Experience Cloud Visitor ID, and skip to Step 8.
3. If the field doesn’t exist, create a new Marketing Data field:
   • Type: Short text
   • Partner API Name: mcid
   • Friendly Name: Experience Cloud Visitor ID
   • Attribution Model: Last
4. If you don’t have permission to create Marketing Data fields, contact Invoca support with these details.

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Step 7: Update your Invoca Tag to capture the Experience Cloud Visitor ID

1. Click the gear icon, select Invoca Tags, and locate the Tag on your website.
2. Open the Revision History tab and create a new draft (click New Draft, not New Tag), or continue an existing draft.
3. On the Tag’s draft page, find the Experience Cloud Visitor ID parameter in the Marketing Data section.
4. Set its Data Source Type to JavaScript Data Layer and enable it. Enter mcid as the Data Source Name.
5. In the Advanced > Custom Code block, paste this before the final return options line:

try {
  alloy("getIdentity").then(function(result) {
    mcid = result.identity.ECID;
  });
} catch (error) {
  console.error('Adobe Error:', error);
}

6. Test your changes and confirm the value is captured and dynamic number insertion still works.
7. Click Save & Go Live. If the Web SDK sets the Visitor ID after the Invoca Tag runs, enable Re-Run Attribution in the Tag and adjust the timing — 5 seconds is a reasonable starting point.

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Step 8: Create an Adobe Experience Platform OAuth provider credential

1. In the left navigation menu, select Manage Integrations, then Manage Credentials.
2. Click + New Credential.
3. Give the credential a friendly name.
4. Choose Adobe Experience Platform from the Provider dropdown, and enter the API Key (Client ID) and Client Secret you copied in Step 5.

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Step 9: Set up the AEP integration in Invoca

1. Select Integrations in the sidebar, then Manage Integrations.
2. Click the Adobe Experience Platform tile and enter details for your AEP datastream.
3. Enter a friendly name for your AEP organization.
4. Enter the API Key (Client ID) again.
5. Enter your Adobe Org ID from Step 5.
6. Enter your Adobe Sandbox Name and Adobe Tenant Name from Step 4.
7. Enter the Datastream ID from Step 3.
8. Click Next.

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Create the Action

1. Click Edge Network Server API Action.
2. Enter a friendly name that includes “Call” or the Signal name. Optionally filter by Profile or Campaign to limit which calls or Signals send to this datastream — useful if you have multiple AEP orgs or datastreams mapped to different Invoca Profiles or Campaigns.
3. Under Triggered By, choose the transaction type to send: select All Calls to report every call, or Signal and the specific Signal to report an in-call event. Create a separate Action for each transaction type you want to send. The Event Name is the exact name that appears in Adobe, so choose it carefully.
4. If you added extra Invoca fields to your schema in Step 1, add them under Additional Parameters — the Parameter Name should match the schema’s Field Name, and the Parameter Value can be hardcoded or a dynamic substitution token (click the < > icon to see available values).
5. Click Save. Repeat the Action setup for each transaction type you want to report.

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Validate that events are reaching the AEP datastream

1. Click Integrations, then Manage Integrations.
2. Click the Adobe Experience Platform tile, then the name of the Action you created.
3. Review the Delivery Details chart, which shows successes (green) and errors (red) by day for the last 30 days. If you see errors, click the Delivery History tab to see individual requests and responses — the response often explains the issue.

1. Click Datasets in the left navigation menu and find the Invoca dataset to see records ingested and any errors. Click a Batch ID for error details.
2. Select Customer, then Profiles, to find a profile associated with an Invoca event, and view the Events tab for event details.

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Put the data to work

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Where to go next

• Adobe Experience Cloud: Integration Overview
• Adobe Analytics: Installation & User Guide