Triggers and entry criteria

With well-functioning automated journeys, you can keep your customers engaged and active over time. You can build automations triggered by different parameters and this is easily set up by selecting a trigger and entry criteria.

Which triggers and entry criteria that are possible for you to use is based on your Engage setup and which data is loaded into the system.

Start frequency

By deciding on a start frequency, you'll set the rule for how often a contact can enter a specific automation. You can choose between days, weeks, months, quarterly, half year or annually—you can also choose to use a calendar period or rolling period.

Calendar period

This means that the contact will be triggered into the automation some time during the set calendar period, e.g., one time every six months means that the contact can enter the automation once at some time between Jan 1–June 30, and then again during next calendar period of six months. Potentially the contact can enter the automation on the last day of June, and the next time in August.

Rolling period

This means that the contact will be triggered into the automation on a rolling time period, e.g. one time every six months means that if the contact enters the automation on the last day of June, the next time will be after exactly six months.

Triggers

Contact’s birthday

Use this trigger to congratulate your customers on their birthday. It's up to you if you want the automation to start on the contact's birthday, X number of days before, or X number of days after the birthday.

Contact's child's birthday

This can be used when you have activated the possibility to add children to the contact card. You set the number of days before the child's birthday that the journey should be triggered and any other criteria that must be met. You can also choose whether it should be possible to start over even if the contact is already in this journey, such as when you have several children who have birthdays around the same date.

Contact redeems promotion

This trigger is used to start an automated flow when a contact has redeemed a promotion. You set the entry criteria that decide if the trigger should apply to all promotions, a certain kind of promotion or the usage of a specific promotion.

Engage offers the possibility to assign specific promotions and personal offers to customers. They're multichannel compliant and can be setup and configured separately for both POS and e-com. Read more about multichannel promotions here.

Answered an NPS survey

Activate a journey when a contact has answered an NPS survey in Engage and set entry criteria that limit the journey to contacts that have submitted a specific score. This allows you to take different actions for your promoters, passives and detractors. The NPS module needs to be activated for this to work.

New contact registered

This automation is triggered when a new contact of this specific contact type (e.g., Member or Contact) is added to Engage. The input value is that it is triggered on all sources but one can also set it to only be triggered on one or more specific sources, such as API, cash window, registration form, event registration etc. The selections are based on your specific set-up.

The automation will not be triggered by:

  • Members created by the transaction import
  • Contacts imported via CSV file in the UI

Contact adds email or mobile number

This trigger is mainly used by those who have a simplified registration flow for members, such as SMS or simple web forms with either email or mobile numbers. The purpose is to simplify the collection of contact information and to activate the member.

This automation can also be used in a complementary campaign for existing members where you lack email or mobile numbers.

New contact with the status "unverified"

This trigger is used primarily by those who use simplified registration flows, such as by SMS. It can only be triggered by an SMS message or in a registration form.

In this automation, the customer doesn't become a member at the first registration (e.g., SMS message). You have to set up either a personal entry or an activity that invites or enables the customer to add more information and approve conditions before becoming a verified member. Those who don't proceed will be "unverified" members.

Accepted consent

This automation is triggered when a contact has given a consent—for instance if you need to update your terms and conditions or any other instance when you wish to monitor when a member gives a consent. Now you can keep track on if or when they do, and take instant action automatically.

The input value can be triggered on all sources, such as API, cash window, registration form, event registration etc. The selections are based on your specific setup.

The automation will not be triggered by:

  • Consent set when creating a contact
  • Members created by the transaction import
  • Contacts imported via CSV file in the UI

Scheduled selection*

A scheduled selection means that you can schedule a trigger based on an entire segment. The segment can be based on all data that is accessed via the segmentation tool (contact fields, transactions, interactions in emails, promotions etc.). If a contact or group of contacts matches the selection criteria, the automation will start at the set time.

*Contact our support team to use this trigger! We need to verify and perform tests before activating a scheduled selection. Read more here.

The trigger is in line with the data protection reform (GDPR).

Clicked link in email

This trigger is as straightforward as it sounds: it's used to start an automation when a contact has clicked a specific link in an email sent from Engage.

Product purchase

You can set up journeys based on purchases from specific item groups, specific items or purchases from specific stores. You can also set criteria for a specific contact and decide how often a contact can be triggered in this journey.

The journey is triggered when the purchase lands in Engage—it's not backdated.

New return

This journey is triggered by a return in the transaction-/receipt import. You can set up journeys based on returns from specific item groups, specific items, or returns in specific stores. You can also set criteria for a specific contact and decide how often a contact can be triggered in this journey.

The journey is triggered when the return lands in Engage—it's not backdated.

Abandoned browse

Trigger this flow when you want to send email reminders to customers who left your website after browsing products but not adding anything to the cart or completing a purchase.

Entry criteria include:

  • Number of product views
  • Number of different SKUs
  • The external referrer (URL)
  • Any information from the product feed, such as price, main category, and brand
  • Language of product view

It is a prerequisite that Engage Web Tracking is implemented on your e-com for this to be possible.

Reach out to your Voyado contact if you’re interested in this feature.

Abandoned cart

This automation is used to send email reminders to customers who left your website after adding items to their shopping cart but failed to check out.

Entry criteria include:

  • For how long the cart has been unchanged
  • If products in the abandoned cart were purchased after it was left
  • Language of abandoned cart

It is a prerequisite that Engage Web Tracking is implemented on your e-com for this to be possible.

Member level changes

Member level triggers can be activated and used if you have an active member level program in Engage. This includes a set of three triggers:

  • Level downgrade
  • Level upgrade
  • Level extended

New or updated order

This trigger is for sending transactional communication including order items, for example order and delivery confirmations.

Full stamp card

Set up an automation to communicate and assign rewards or promotions to a customer when a stamp card is full.

This trigger is available if your Engage set up includes the Stamp card functionality.

Custom trigger from an external source

It's possible to start an automation based on an event in an external system or source via the API—this is done using a custom trigger. The data sent to Engage can be used to set entry criteria in an automation, split the automation or personalize content in your communication.

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