Understanding the Journey
Last updated
Last updated
Note:
Event-based: Automation starts when users perform a specified action.
Segment-based: Automation starts when users reach a specified status.
Automation starts or ends when users meet specified conditions called Entry Rules and Exit Rules. There are two types of conditions: event-based and segment-based. If users meet the end conditions of the journey, it will end right there, and no further notifications will be sent to them.
The customer journey begins when users perform specified actions that trigger an event, such as adding an item to the cart or making a purchase, and ends when one of the events specified as an exit rule is triggered.
You can also segment the start conditions. Instead of targeting everyone, you can select specific users who meet certain conditions. Additionally, you can set up data filters for the start event to create more precise conditions.
You can set multiple events as exit rules if you want. The data filter for exit rules includes an option to compare with the start event data. Alternatively, you can opt not to set any end conditions, allowing notifications to continue being sent.
The journey begins when a user meets specified criteria (e.g., the last login date exceeding seven days). To create the criteria, you can set various filter conditions, like the existing segment feature.
If you're using a segment-based option, you don't need to set exit rules. For example, when users in the journey no longer meet the start conditions, notifications will no longer be sent, and the journey will end.
Messages can be sent to users who meet the starting conditions in three stages. To create highly personalized messages, hyper-personalized message syntax, such as addressing users by their names, can be used.
You can set a waiting time before sending each message. After the waiting time, you can check if the user meets the exit rules and decide whether to send the notification. If the waiting time value is set to 0, the message will be sent immediately, so you won’t need to check the exit rules.
Note: The automated customer journey will only start if the users meet the specified conditions.
A newly created customer journey is in a draft state. To start, you need to change its status to 'activate.’ Once activated, the only available option is to pause.
You can only edit your journey when it is in the ‘draft’ state. To ensure the accuracy of statistics, editing is not allowed once the journey is activated. If you'd like to edit the campaign after activation, duplicate the existing campaign, ‘activate’ the new one, and’ pause’ the existing one.
You can delete an existing automated customer journey, but this option is only available in the 'draft' or 'paused' state.
You can conduct A/B testing to find the most effective journey. For example, you can design separate journeys for users who meet the start conditions, and you can also specify the entry probability for each journey. You can register up to three messages per journey.
Since A/B testing also counts as editing, it cannot be applied once the journey is ‘activated.’ In this case, simply duplicate the existing automated customer journey, add the A/B test, and start the new journey.
If the project has a message frequency capping, it can be overridden. Once you change the setting, any message from the automated campaign will be sent regardless of the limit.
You can prevent notifications from being sent to avoid user fatigue (e.g. the user is sleeping or busy). The time zone is calculated based on the time zone registered to users’ devices. If the sending time falls within the Do Not Disturb period, you can try one of the following options:
*Reschedule to the next available time: You can reschedule the message to be sent when the Do Not Disturb period ends.
*Cancel sending and end current journey: If the message falls within the Do Not Disturb period and doesn't need to be sent urgently, cancel the sending, which will end the user’s journey.
