Send in-apps via Customer Journey

Tip

Prepare an in-app template first, then create a journey to deliver it to your users.

This guide walks you through sending an in-app message via Customer Journey.

Create a journey and add elements

1. Go to Customer Journey Builder → Create Campaign.

2. Drag Entry, In-App, and Exit onto the canvas and connect them in that order. Exit is optional. You can leave the branch without an outgoing connection instead.

Configure entry and audience

You must configure the Entry element; otherwise, the in-app message will not be delivered.

Trigger-based entry

Show the in-app when a user performs a specific action (for example, lands on a pricing screen). Use default triggers and events or create your own.

Learn more about trigger-based entry.

Example: show an in-app with a discount only to iOS users by adding a platform filter.

Audience-based entry

Start the journey for a segment of users (for example, your entire user base). Create a segment from tags and/or events or use pre-built segments.

Learn more about audience-based entry.

Configure scheduling

In the Audience-based entry element, Entry schedule controls when users enter. By default, One-time entry with Immediately makes users enter as soon as the journey is activated.

To run on a specific date and time (with timezone), choose One-time entry → Schedule for a specific day. To run on several dates or at a fixed interval, choose Recurring entry. Learn more

Configure the in-app element

1. Click the In-App element → Media Source. Select a template. The list starts with the newest templates. To change the order, click its sort button.
2. Set In-app expiration (number of days the message is available). For example, set 7 days if the offer expires in a week.

3. Choose the message type:

• Marketing message: For campaigns and promos. All rules and limits apply. Respects: frequency capping and the silence period. Excludes: the control group users.
• Transactional message: For operational or service messages. Rules and limits don’t apply. Bypasses: frequency capping. Sent to: the control group users.

No message type is preselected. Until you choose one, the element shows a Message type not selected warning. If the element is reached only from an Audience-based entry, Marketing message is shown with a Default badge. Choose Transactional message if the message is a service one.

Learn more about the difference between marketing and transactional messages.

4. Configure frequency capping. Learn more.

5. Click Save to save the settings.

Validate and launch the journey

1. Finish configuring the journey and run the pre-launch check to validate the journey.
2. Click Launch campaign (top-right) to send the in-app message to users.