This article describes general settings for customer journeys
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 on the top of the page.
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 getting messages at an inappropriate time, set the Silent Hours when no notifications and emails are sent to journey travelers.
Press the Silent Hours button at the top of the page and set the do-not-disturb period in 24-hour format. Here, you can specify for what messaging channels the Silent Hours will be applied.
That period will repeat at the same time every day in the subscriber's device timezone. During Silent Hours, if a user goes to a messaging journey element, they will wait until the silent hours end and then receive the scheduled message.
You can also set the specific days of the week when sending must be paused. Users will only receive messages and continue the journey after the Silent Hours + Silent Days period ends.
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.
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.
Please note that archived campaigns cannot be returned to the main list and will be stored in the archive forever.
To open the list of archived journeys, click Show Archive: