How It Works

The Touchpoint Architecture is what makes Catalyst feel like one system instead of eight disconnected notification channels. It manages the coordination layer between all delivery points — ensuring the right message reaches the right traveler through the right channel at the right time.

The architecture spans 8 touchpoints, each with distinct characteristics. Concur touchpoints (Home Page, Flight Search, Hotel Search, Search Results/Inline, Expense) are embedded directly in the booking tool where decisions happen. Slack delivers timely nudges in the workspace environment where travelers already spend their day. Email handles pre-trip preparation, post-trip reinforcement, and triggered communications that don't require real-time booking context. AI Chatbot provides on-demand policy guidance and natural language Q&A.

The coordination layer prevents message fatigue. If a traveler already saw a hotel compliance nudge on the Concur search page, Slack won't repeat the same message that afternoon. If someone hasn't logged into Concur in weeks, email steps in with an anytime nudge that wouldn't otherwise reach them. The system tracks which messages were delivered through which channels and adjusts accordingly.

Each touchpoint also has its own formatting rules and content constraints. A Concur tile follows strict HTML and character limits. A Slack message uses conversational tone. An email can include longer narratives and data visualizations. The Touchpoint Architecture ensures content is adapted to each channel's native format while maintaining consistent messaging themes across all of them.