All you need to know about automations

An automation, also known as an automated journey, is a chain of events triggered when a specific event occurs. Within an automation you can easily route contacts into different paths containing different chains of events based on their behavior. In this way you can create relevant and personal communication without hours of manual work.

In this guide we will go through:

From draft to Archived - the different states of an automation

In Voyado, an automation can have different states depending on your current needs and the changes you perform in the automation.  

  • Draft
    This is the starting point for any new automation that has not been set to active. In this state you can iterate several times in your automation, while figuring out the best way to communicate with your contacts. 
  • Active
    This is an active automation where customers continuously enter and pass through different activities depending on the criterias, time delays, splits and triggers you have defined.  
  • Finishing
    This is a deactivated automation and it will not allow any new customers to enter. However the customers that already have entered before deactivation, will be allowed to finish the automation. 
  • Archived
    This automation has been terminated and archived. No new contacts will be allowed to enter or finish the automation.

Build an automation

Triggers and entry criteria - the starting point

The trigger together with the entry criteria you select is the starting point for your automation. The trigger is the event performed by the contacts and the entry criteria are how you regulate who and how often contacts will experience the automation you build. 

If you skip the entry criteria and only use a trigger, e.g. New Product Purchase, contacts will be triggered into the automation every time they purchase any type of product. The entry criteria setting box will be marked by a red line as long as no additional settings have been added. 
You can learn more about triggers and entry criteria here.

Next step: Add an event

An automation is a set of events connected to a flow. An event can be an activity, a time delay, a conditional split, a randomized split, or a trigger - more on this below.

  • To add an event, click on the plus icon and select which type of event you want to add.
  • To edit an event, hover over it and click the pen icon. This will open an event-specific edit window. When you are done, click OK.
  • To move an event, drag and drop it where you want it to be. Only activities and time delays can be moved - not splits or triggers.
  • To delete an event, hover over it and click on the trash icon.

An activity is an action that is to be performed at the appointed time in your automation. It can be an email or SMS send-out, label allocation or removal, a mobile swipe send-out, multi-channel offer assignment, or an external service lookup. Learn more about activities here.

Time delay
A time delay is a way to pause before the next event in your automation should occur. The delay may be as short or as long as you would like, and you can configure the delay down to specific times on specific weekdays. Learn more about time delays here.

Conditional splits
A conditional split is used to create different paths in your journey based on the criteria you select. The criteria are often based on:

  • How contacts have responded to your previous activities (opened an email, redeemed a promotion, purchased a specific product etc.)
  • The information you know about your contacts (gender, age, country, city, channel status, if they have children etc.)
  • What you have learned about your contacts (customer category, RFM-scores, preferred channel, buying strength etc.)
  • Learn more about conditional splits here.

Randomized splits
A randomized split is used to split contacts into randomized groups within an automation. Each group will be routed into its own path in the automation and you can build separate chains of events for each group. A randomized split can for example be used to perform an A/B test or to send out an NPS-question to every 5th customer. Learn more about randomized splits here.

A trigger within an automated journey is used to route contacts into a new path when an event occurs i.e. if a contact makes a purchase or redeems a specific promotion. Learn more about different triggers here.

Good to think about before activating a workflow
When adding activities in your workflows without finishing the set-up of the activity, e.g. adding a specific email or a specific time delay, the activity box will be marked with a red line to indicate that there are settings to be done. 


Edit an active automation

You can easily edit an active automation by clicking on the edit button in the top right corner. When it is time to save your new changes, you can choose to do it in three different ways.

  • Overwrite the current automation workflow
    When you overwrite the current automation workflow, collected statistics and history may be affected. Depending on your changes, delays and statistics for activities like Email and SMS may be affected.  
  •  Create a new version
    A new version of your automation workflow is created. Your changes are saved as a new draft and will not affect the current workflow. Trigger and entry criteria are shared. 
  • Create as a copy
    A copy will be created and saved as a new automation in Drafts.  


Activate a draft when an active version already exists

An automation can consist of one or several versions but you can only have one active version of your automation. In practice this means that when editing an active automation, you can create a new version and save it as a draft. When you have decided on activating your draft, you need to decide what to do with the pre-existing active workflow: 

  • Finish the active workflow
    Contacts within your active automation will be allowed to complete the workflow. 

  • Archive active workflow
    Contacts within your active workflow will be stopped where they are in the workflow and will not be allowed to finish.


Show list of automation versions

You can easily view previous versions of the same automation by clicking “X versions” (X will be replaced by the amount of versions you have) in the top menu of a specific automation or from the list view of your automations. You can preview historical changes or analyze the outcome for your different versions by clicking on a specific version. If you would like to activate a previous version of your automation, you’ll need to create a new draft version.


Deactivate an automation

Deactivating an automation works in the exact same way as in the scenarios described above. You can choose if you want to:

  • Finish the active workflow
    Contacts within your active automation will be allowed to complete the workflow. 

  • Archive active workflow
    Contacts within your active workflow will be stopped where they are in the workflow and will not be allowed to finish.



Copy an automation

If you're about to build multiple automations with similar journeys we recommend you to build a draft and make copies of it. This is a real time savior since you don't have to rebuild every chain of events from scratch. Just make sure to change the content in each automation. 

Here are some use-cases for when to use "Copy":

  • 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 customer journeys based on the brand.

Delete an automation

When you choose to delete an automation, it will be deleted from the folder it belongs to. A deleted automation cannot be restored.

Categorize an automation

You can create and assign categories to your automations in order to clarify the purpose of each journey and/or group them. Use the category filter in the automation list view to get a clearer overview.

Create new categories

Go to Administration > Categories to create and edit your categories.



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