CX Journey: Detect Customer Suspicious Activity
Detect Customer Suspicious Activity
Use Case: Automatically flag and notify the internal team when a customer's purchase exceeds a defined threshold.
Why This Journey Matters
Not all automated journeys are customer-facing. Some of the most valuable flows run silently in the background, protecting the business from fraud, abuse, or policy violations. This journey is one of them.
By monitoring for purchases that exceed a set amount, in this case, RM50; the system can automatically track repeated occurrences and alert the relevant internal team without anyone needing to manually review transactions. This is particularly useful for detecting unusual redemption patterns, loyalty point abuse, or bulk purchasing that falls outside normal customer behaviour.
Journey Flow
1. Wait Event — Complete Sales (Purchase exceeds RM50)
The journey begins when a customer completes a sales transaction that exceeds RM50. The system listens for this specific threshold as the entry condition before any action is taken.
2. Trigger Action — Increase Journey Counter
Once the trigger fires, the system increments a Journey Counter tied to this customer. The counter tracks how many times this customer has crossed the purchase threshold, building a running record of occurrences that can be reviewed or used to escalate alerts.
3. Trigger Action — Send Email to Specified Email
After the counter is updated, the system sends an internal notification email to a designated recipient — such as a fraud team, store manager, or operations lead. This email flags the transaction and prompts the team to manually review the activity for any suspicious patterns.
4. End Journey
The flow concludes after the internal notification is sent.
Flow Summary
| Step | Node Type | Action | Purpose |
|---|---|---|---|
| 1 | Wait Event | Complete Sales (> RM50) | Trigger on transactions exceeding the threshold |
| 2 | Trigger Action | Increase Journey Counter | Track cumulative occurrences per customer |
| 3 | Trigger Action | Send Email to Specified Email | Notify internal team for manual review |
| 4 | End Journey | — | Close enrollment cleanly |
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