Every AJO journey is triggered by an event — a page view, a basket abandonment, a session timeout. The event says what happened. It says nothing about why — or what the customer experienced in the session that preceded it.
The Session Between the Events
AJO sees the abandonment event. It cannot observe the experience that created it — the friction, the intent, the hesitation pattern that explains exactly why this customer left.
- Whether the customer left due to friction or simply wasn't ready to buy
- Which specific products held their attention and for how long
- Rage clicks on a broken promo code field or payment error
- The intent behind a browse session — research vs. high purchase intent
- Whether the customer encountered a bug or a UX dead end
- What a "right message" looks like for this specific session
The Session Narrative
The Session Summaries API synthesizes an AI behavioral narrative from Fullstory's full-fidelity session capture — structured for direct use in AJO personalization variables.
- Journey summary: plain-language arc of the entire session
- Primary intent: purchase vs. research vs. comparison
- Products of interest: specific items with dwell and scroll signals
- Frustration signals: rage clicks, error encounters, dead ends
- Abandonment reason: friction, indecision, or external interrupt
- Recommended action: what to say, offer, or surface next
- Session replay URL: linkable to AJO email for CS escalation
A single integration path, assessed against confirmed capabilities on both sides. No endpoints or features are assumed beyond what is documented and live.
FS Anywhere → AJO → Session Summaries → Personalized Email
Behavioral signal triggers AJO journey · Session narrative enriches email copy · Session replay available for CS escalation
Fullstory Detects Behavioral Signal
Session ends without conversion. FS observes the behavioral pattern: dwell time, products viewed, friction signals, scroll depth. A session ID and user identity are available.
FS Full CaptureFS Anywhere Fires Activation to AJO
FS Anywhere sends a server-side activation to AJO's custom action endpoint — carrying signal type, frustration score, session replay URL, device ID, and session ID.
FS Anywhere Activation AJO Custom ActionSession Summaries API Called
AJO or a middleware layer calls the Fullstory Session Summaries API with the session's device ID + session ID, requesting the "Adobe Remarketing v4" profile.
GET /v1/profiles/{id}/users/{userId}AI Narrative Returned in Seconds
The API returns structured fields: journey_summary, primary_intent, products_of_interest, frustration_signals, abandonment_reason, recommended_action. Each maps to an AJO variable.
Structured Response · 3–8s live · <50ms cachedAJO Sends Behaviorally-Personalized Email
The email subject line reflects the session intent. The body references the specific products considered. The CTA matches the recommended action. The session replay URL is embedded for CS if needed.
AJO Email PersonalizationEach scenario uses the same integration architecture — differentiated by the behavioral signal that triggers the AJO journey and the Session Summaries profile that shapes the email.
Checkout Friction → Rescue Email
A rage click or form error at checkout triggers a recovery email that acknowledges what went wrong — not a generic "you left something behind."
Generic checkout abandonment emails convert 3–5%. Friction-contextualized recovery — where the email reflects what actually happened — consistently performs 2–4× higher. The session replay link enables CS to resolve the underlying issue before a complaint is filed.
High-Intent Browse → Consideration Nudge
Deep product page dwell with no add-to-cart signals undecided high intent — not apathy. The email references the exact products the customer was comparing.
A product view event doesn't distinguish a 10-second bounce from a 6-minute consideration session. Dwell-based triggers produce higher-precision nudges — increasing revenue per send and reducing unsubscribes from irrelevant campaigns.
Generic Abandonment → Session-Aware Recovery
Standard basket abandonment, reframed with behavioral context. The email knows what the customer was actually doing — not just that they left.
The same AJO journey infrastructure — the only change is that Session Summaries replaces static template copy with a dynamic behavioral narrative. No new journey build required. Just a smarter personalization layer on top of what already exists.
High-CLV Friction → CS Escalation
When a high-value customer hits critical friction, a CS agent is notified with the session replay and a behavioral summary — before the complaint is filed.
Proactive CS contact before a complaint dramatically improves NPS for high-CLV accounts. The CS agent walks into the conversation knowing exactly what happened — no customer re-explanation required, no replaying a 15-minute session manually.
The "Adobe Remarketing v4" profile returns structured fields that map directly to AJO email template variables. No parsing, no post-processing.
Session Summaries API Response
Adobe Remarketing v4 profile
AJO Email Personalization
Template variables + journey params
Every surface in this integration verified against live documentation. Nothing is inferred.
| Surface | Direction | Status | Notes |
|---|---|---|---|
| FS Anywhere Activations | FS → AJO | GA | Server-to-server POST. Configurable trigger conditions, payload fields, and destination endpoint. |
| AJO Custom Action (webhook) | FS → AJO | GA | Accepts typed parameters from external POST. Supports string, integer, boolean, JSON object fields. |
| AJO Journey Trigger API | FS → AJO | GA | REST endpoint for triggering a specific journey for a profile ID from any external system. |
| Fullstory Session Summaries API | AJO/middleware → FS | GA | REST. Profile ID + device_id + session_id. Returns structured response_schema and response fields. |
| Session Summaries — Adobe Remarketing v4 Profile | FS internal | GA | Profile ID: f7eefb3d-0a10-4890-a7fb-98e08e4b2f81 on org 18PNWR. Tuned for email personalization output. |
| Session Summaries — General Journey Profile | FS internal | GA | Profile ID: 3e50fa33-35be-4986-8dc0-818f38b90665. Use event_limit: 200, click/change/navigate only. |
| Session Summaries — Customer Support Profile | FS internal | GA | Profile ID: 496f02ae-8353-4cc0-8a45-3b3234e8c19c. Returns error type, affected component, triage steps. |
| Session URL → device_id + session_id parsing | Client-side | GA | Full Fullstory session URLs parseable client-side to extract device and session IDs for API calls. No manual extraction needed. |
| AJO Profile Update Action | FS → AJO XDM | GA | Update profile attributes (frustration_score, last_signal_type) in the same journey action that triggers the email flow. |
| AJO read-back to FS (bidirectional) | AJO → FS | Not Available | AJO does not natively POST events back to FS. Bidirectional sync requires custom middleware. |
Start with known sessions. Scale to live API. Layer frustration triggers on top.
The three phases are independent and additive. Phase 1 is deployable immediately with zero AJO changes — it just makes your existing remarketing emails smarter. Phase 2 activates behavioral triggering. Phase 3 closes the loop on frustrated high-value customers before they churn.
Session Summaries on existing AJO abandonment journeys
Take your current basket abandonment or browse abandonment journey. Before the email sends, call the Session Summaries API (Adobe Remarketing v4 profile) using the session ID linked to the triggering event. Slot the structured response fields into your existing AJO email template variables. No new journeys. No new triggers. Just smarter personalization on what you already have.
FS Anywhere → AJO behavioral triggers
Configure FS Anywhere Activations to fire on high-intent dwell and checkout friction signals. Build 2–3 new AJO journeys: Checkout Rescue, High-Intent Nudge, and Standard Abandonment with behavioral context. Embed session_replay_url in each email template. This is where measurable campaign lift over generic remarketing first appears.
High-CLV frustration escalation
Add a CLV-gated branch to your frustration detection journey. When a high-value customer encounters critical friction, route to a CS escalation flow using the "Customer Support" profile — structured triage output for the CS agent, session replay URL for full context. Proactive CS before the complaint = measurable NPS lift on your highest-value cohort.