When you're sketching on a new automation we recommend you to start by defining the event that should kick off the journey. This will be your trigger and your entry criteria. If you skip entry criteria and only use a trigger, e.g. New Product Purchase, all contacts will be triggered in to the automation every time they purchase a product. Possibly annoying, right? So to customize the trigger we recommend you to select appropriate entry criteria. This regulates who and how often contacts will experience the journey you build. Read more about triggers and entry criteria here.

When you're done it's time to build the journey for your contacts. A journey can consist of activities, time delays, conditional splits, randomized splits and triggers.

Conditional splits and triggers are used to create different routes in your journey based on criteria you select. The criteria is often based on:

  • How your contacts act on the activities (opens an email, redeems a promotion, purchase a specific product etc.)
  • The information you know about your contacts (gender, age, country, city, cannel status, if they have children etc.)
  • What you have learned about your contacts (customer category, RFM-scores, preferred channel, buying strength etc.).

Copy automations

If you're about to build multiple automations with similar journeys we recommend you build the first one and make copies of it to create the rest. This is a real time savior since you don't have to build every chain of activities from scratch. Here are some use-cases:

  • If you work with multiple markets and want to build customized journeys for each market.
  • If you work with multiple brands in the same loyalty program and want slightly different customers journeys based on the brand they love the most.
  • If you want to make changes to an active automation and reset the statistics. Create a copy, implement your changes, activate the copy and deactivate the old automation.

Deactivate automations

When you deactivate an automation it will be canceled and placed as a draft. Contacts that are in the middle of the journey will be stopped and wont go through to the next activities in the automation.

Reactivate automations

Contacts that are in the middle of a journey when the automation is deactivated wont be pushed back in to the automation if you would reactivate it later on. But there is one exception! If a contact is located in a time delay at the moment of the deactivation and the reactivation is performed within the timeframe of the time delay. Then these contacts will continue the journey when the time delay is over.

Delete automations

When you choose to delete an automation it will be deactivated and deleted from drafts/active folders. Deleted automations can not be recovered.

Categorize automations

You can create and assign categories to your automations in order to clarify the purpose of each journey and / or group them. You can then filter these categories in the listing and get a clearer overview. Categories are managed and edited via the Administration > Categories.

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