Journey settings
This article describes general settings for customer journeys
Last updated
This article describes general settings for customer journeys
Last updated
Campaign settings allow you to set rules that apply to the entire Journey. You can find these settings on the top panel of the journey creation window.
Conversion Goals let you measure the effectiveness of your customer journey. A Goal is a target Event indicating that the customer reaches the marketing objective you set. To define the journey's goals, press the Conversion Goals button at the top of the page.
First, specify the Conversion period. This allows you to set the time window during which a customer must reach the target event after leaving the campaign. If the customer achieves the set goal within this period, it counts as a conversion. The maximum time period is 30 days.
The Conversion period is important for evaluating the effectiveness of a campaign. It goes beyond immediate clicks and actions by taking into account conversions that occur over time. This is crucial because users often need time to process campaign messages and take action after their initial interaction. By setting a conversion period, you can capture these delayed conversions.
The length of the conversion period can vary depending on the type of campaign you are running.
For example, a short-term, sales-driven campaign may benefit from a one-day conversion window, allowing you to quickly measure immediate responses to your efforts.
On the other hand, campaigns such as event registrations may require a longer conversion window of 10 days or more to accommodate the time users need to plan their schedules and register at their convenience.
Then, choose the Event you consider the indicator of the journey's success.
To specify the Event's attributes, press the Add condition button. Choose an attribute, operator, and value(s).
To cancel remaining messages once a user reaches a Conversion Goal, check the End journey after this event checkbox. Messages that haven't been sent to the moment the goal is reached won't be sent to the customer who reached the goal.
When several goals are set, a user who reaches any of them ends the journey at that point.
Press Apply to save the goal setup.
When the journey is active, press the Conversion Goals button to see the stats:
For each element users can reach the goal at, the count of goals reached is displayed in the element's statistics shown by hovering the journey element over.
To prevent users from receiving messages at inconvenient times, set Silent Hours, during which no notifications or emails will be sent to Customer Journey participants. For this, simply click Silent Hours at the top of the page.
Next, define the do-not-disturb period in a 24-hour format. That period will repeat at the same time every day in the subscriber's device timezone.
You can also specify the days of the week for which you want to pause sending messages. Messages will be completely paused on the chosen day. This means if you pause message delivery for Tuesday, and a user enters Silent Hours from 10:00 PM Monday to 7:00 AM Tuesday, they will not receive any messages until Wednesday morning.
For each channel, you can set its own hours and days of Silent Hours and define the behavior logic when a message enters Silent Hours.
There are three options for what will happen when silent hours end:
Send when Silent Hours End: Users will get the message when Silent Hours end.
Cancel Message and Move Forward: Users will not receive the message and will immediately proceed down the Customer Journey.
Cancel Message, Then Forward Post-Silent Hours: Users won't receive the message, and they won't progress in the Campaign until Silent Hours end.
As some Events that start journeys can repeat from time to time (even several times a day) and audience segments are updated regularly, you might consider not overwhelming users with messages sent through the journeys. Here, Frequency Capping comes in handy – define how many times a particular person can enter the journey within a specified period.
Let’s say a user has added a product to their cart, thus starting the journey. If no capping is applied, that same user will enter the journey again if they add another product after exiting the journey. To prevent users from entering the same active journey too often, set the Frequency Capping rules.
Set Frequency Capping to let users go through the journey:
Once in a lifetime (user will enter the journey only once ever);
Once a day (24 hours);
Once a week (7 days);
Once a month (30 days);
Once in three months (90 days).
Frequency Capping periods are counted off from the moment a user enters the journey.
In the example below, a user gets in the journey when adding a product to their shopping cart. If they trigger the same Event within 24 hours after entering the journey, they will not re-enter.
Once the journey is set up, press the Launch campaign button at the top right of the journey canvas. From that moment, the journey starts tracking users' behaviors and sending messages to them.
Both draft and active journeys can be edited. By updating journey settings and elements' content, you can test the effectiveness of your communications, edit accidental errors, or adjust your customer journeys to some special events, changing conditions, and updated needs.
For a better and more visually appealing view of your Customer Journey, utilize the Simplify Layout button.
This feature enables you to enhance your complex multi-step campaigns' visual structure and readability, making them easier to follow.
You can revert to the initial visualization within 30 seconds if needed. After that, you won't be able to revert the changes.
Any journey can be cloned, including all the elements and settings. Cloning journeys might be helpful in the following cases:
You want to prepare a sample journey to re-use it later by customizing its parts for a specific goal or case.
You want to launch a journey that has been deactivated. Since a deactivated journey cannot be reactivated, you can clone it first and then launch its copy.
To create a copy, press the Clone option in the action menu next to the journey's name in the list.
To stop an active journey, click Stop campaign.
Please note that once a campaign is deactivated, it cannot be reactivated.
The campaign will be marked as Inactive in the campaigns list:
If you have many inactive journeys, you can archive them to keep the campaign list easy to navigate. Archived journeys can be cloned just like campaigns from the main list.
To open the list of archived journeys, select the Archived filter from the Status dropdown menu.
