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.


Start building your 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 occurs. The delay can 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, e.g. 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 applied. 

Sort your automations with tags

How to assign tags to an automation

You can create and assign tags to your automations in order to clarify the purpose of each journey and/or group them. Use the tags filter in the automation list view to get a clearer overview. Create new tags by typing or go to Administration > Tags, to create and edit your tags.

Compact view

If you are working on a large automation, you can toggle Compact view on and off using the toggle button in the top right hand of the page. Compact view removes text and allows you to get a better overview of your automation by including more steps on the page.

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