To configure a journey perform the following steps:

1. Configure entry trigger

An entry trigger defines which customers will enter the journey.

An entry trigger is used to differentiate between customers and move them onto different entry paths based on their behavior to enhance their engagement with the brand. A user enters the journey only after the entry condition is satisfied by them.

Key features:

• Enables brands to segregate their customers based on their transactional and behavioral patterns
• Enables brands to create hyper-personalized journeys for their customers which in turn results in higher customer retention.

Customer behavior can be either transactional or behavioral, and brands can configure their exact requirements within the entry trigger.

Use case

1. Brands want to incentivise customers by giving them an instant coupon on higher purchase value. Depending on the amount spent by the customer, brands can add them to different paths. For eg, brands want to give a 20% discount to customers whose purchase amount has exceeded Rs. 5000
2. Brands want to incentivise customers based on their shopping locations to maximize personalisation. Depending on the location, brands can direct customers to different paths.

User events trigger

In a User event trigger which is also called a user-initiated trigger, the customer enters the journey based on any transactional or non-transactional activity (behavioural events). With the help of user events, brands can include multiple paths within a journey depending on customer activity.

Transactional events are standard whereas behavioral events are configurable by individual brands to suit their requirements. While adding transactional triggers, the brand has to choose between the following standard events and based on the events, further conditional triggers can be configured.

Transactional events

Behavioral events

These events include both standard as well as customized events. The standard events include events based on attributes such as price, quantity, productType, cardId, and productName. For more information on behavioural events, see behavioural events.

Audience list trigger

Brands can add a selected audience list to a journey. They can either choose an already created list from the audience manager or they can click on create audience group

Configuring an entry trigger

1. On the Journey canvas page, click Entry trigger and define the entry trigger for the customer to enter the journey.
2. Select the type of entry trigger - User event or Audience List
3. For User events trigger, perform the following:
   1. From the Who have performed the event drop-down, select the event - Current Transaction, Coupon Redemption or Customer Registration
   2. Click +Add entry paths. This defines further criteria for the customer to enter the journey.
   3. Click +Add condition and define the conditions.
   4. You can click +Add condition to add further conditions and combine them with the AND operator.
   5. Click Add group to add conditions and combine them with the OR operator.
      1. For including Stores in the condition, you also have the option to upload a .csv file with the stores list. See Uploading store CSV
   6. To create further conditions for the filtered customers, click + Path and define the conditions.
      Note: In case of multiple paths, the journey will proceed to the 1st matching path condition from top to bottom.
4. For the Audience list, perform the following
   1. Click +Audience group.
   2. Select an existing audience group or create an audience group. To create a new audience list, refer to Audience Management. You can select multiple audience groups.
   3. Click Done.
   4. If you want to exclude customers from a specific group entering the journey, enable Exclude Audiences, click +Audience Groups and select the audience group.
5. To change the entry trigger type, click Change
6. Click Done
7. To edit an entry trigger, hover on the entry trigger block and click the edit icon.

2. Add the building blocks

For information on building blocks, see Building blocks of a journey.

3. Schedule the journey

1. Click on the Schedule trigger card below the entry trigger. A side-bar will be displayed wherein which start and end of the journey can be configured

2. In the Starts section, there are two options.
   1. Immediately after approval - Starts the journey as soon as it is approved by the respective stakeholder
   2. On a specific date- Starts the journey from a specific day. The date can be added within the calendar that is displayed once this option is selected
      
3. In the Ends section, there are two options
   1. Never - Runs journey continuously and never ends.
   2. On a specific date- The journey ends on a specific date. The date can be added to the calendar that is displayed once this option is selected.

4. (Optional) Configure exit trigger

An exit trigger is to remove a customer from a journey if they satisfy a given condition. Brands can configure transactional and behavioural events that can cause a customer to exit a journey. This ensures that customers do not get spam/out-of-context engagements.
This leads to a higher click rate on engagements and in turn leads to successful conversions.

Use Cases

• A brand wants to target customers who have purchased shoes from them and want to motivate them to buy clothes as well. If a customer has already purchased from the clothes category, they should not receive promotional messages to buy clothes which can be configured in the exit trigger.
• Brands want to motivate users by asking them to upgrade to members. Customers who purchased the membership should be exited from the membership promotional journey

Adding an exit trigger

1. In the journey canvas page, click Exit trigger.
2. In the Define: Exit trigger page, select how you want to make a user exit a journey. Here, two ways to exit a customer are supported
   1. Filtered audience exit
   2. User Event

The two types of exit triggers have different use cases, determining which to use depends on the situation.

When to use a Filtered Audience exit

Use Case: The brand has used the Audience list as an Entry trigger in Journeys.
The requirement is that anyone who does not satisfy the audience list at any point in time should get exited from the journey.

How to use a Filtered Audience Exit:

1. To enable this, Toggle the option Filtered Audience exit to “ON”. By default, it will be set as No.

2. If this is enabled, customers will exit the journey if they no longer satisfy the audience-filtered criteria configured in the entry trigger.

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   NOTE

   This can be used only when the entry criteria is set as Audience list.

When to use a User Event-based exit

Use Case: Brand has used a User-based event as an Entry trigger in Journeys.
The requirement is that when a particular customer does any event (standard event such as transaction/coupon redemption) or a behavioural event, they exit from a journey.

How to use a User Event Exit trigger:

1. Select the User Event Exit trigger and Click Next.
2. From the Who have performed the event drop-down, select the event. You can select either transactional or behavioural events.
3. Define the conditions for the customer to exit the journey. This is similar to the defining conditions in the entry event.
   You can define only one condition/path for the exit trigger.
4. Click Done.
5. To edit the exit condition, hover over the block and click on the edit icon.

How to reset an exit trigger

This feature enables brands to reset their exit trigger within a journey. With this feature, a brand can remove an existing condition from its journey that allows customers to exit the journey.

Use Cases

A simple reset button not only allows brands to remove a pre-configured existing trigger but in case of multiple triggers, brands can remove all of them with the click of a button. It saves time and the hassle of removing each condition manually.

Resetting an exit trigger

1. Once the journey canvas is opened, navigate to the exit trigger.
2. Upon hovering over the exit trigger, a reset icon will appear.

3. Click on the reset icon to reset the entire configuration of the exit trigger.

5. Configure journey settings

You can configure the below two settings for the journey.

Allow global control customers to enter the journey

You can enable this to include the Control audience (a control audience is a group of individuals who are intentionally left out of a campaign, in order to serve as a group for comparison) in the journey. By default, the control audience is not included in the journey.

Customer entry to the same journey

This feature allows brands to enable the same journey for customers several times if they match the entry condition. It enables consistency of engagement and targets customers at the right time.
This helps to:

1. Reduce the hassle of recreating the same journey multiple time
2. Maintain consistency in engagement

• Just once - Allows the customer to enter the journey only once.
• More than once - Allows the customers to enter the journey multiple times

To save the changes, click Save.

6. Send Journey for Approval

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Before sending a journey for approval, ensure the following:

1. New Credit management system is enabled for your org. If it is not, kindly raise a ticket to the Sustenance team.
2. Credit rates for all channels that are used for communication in the journey are configured.

After you have configured steps 1 to 5 above, you need to save the journey and send it for approval by clicking on "Send for approval".

Once the journey has been sent for approval, the approver can approve the journey and the journey will go live as per the schedule configured in Step 3 above.

Approver can also reject the journey if the journey needs certain modifications. In that case, journey will go to "Rejected" state and you will have to make changes to the journey by clicking "Edit"