Engagement Building Blocks

The engagement block contains different types of channels that can be used to engage with your customers. A marketer can add an engagement block (of a particular channel) and configure the content in that block (specific to that channel) to reach out to users.

The various engagement blocks available are:

1. SMS
2. Email
3. M-push
4. WhatsApp
5. Zalo
6. Line
7. Viber

Use Case

A brand wants to include customers whose transactional value is greater than $10,000 in the Journey and communicate the discounts that can be availed by these customers via SMS.

Adding engagement block

To add an engagement block,

1. Click on the engagement block.
2. In the Engagement name text box, enter a name for the engagement block.
3. Click Add creative.
4. Select an existing template or create a new template. For information on creating templates, see SMS Template, Email Template, M-Push Template, WhatsApp template, ZALO template, Line template, and Viber template. You can use the Channel Priority block to send the communication message based on the availability of the customer's communication channel. For more information, refer to the documentation on Channel Priority in Journey.
5. Add the information as required.
6. Click Done.
7. To add incentives along with the engagement message, click +Add incentives and add desired incentives. Currently offers, points, cart promotions, gift vouchers and badges are the Incentives supported in Journeys. For more information on how to add incentives, see Add incentives.
8. To remove or change incentives, click the three dots adjacent to the offers/points and click Remove/Change<Incentive name>.
9. To preview or remove the template added, click the three dots inside the template and click Preview/Remove.
10. In the Delivery settings, enter the delivery settings details. See Delivery settings.

Incentives in engagement message

You can add incentives such as offer, points and cart promotion details along with the engagement messages. To add, perform the following:

1. Click on the engagement block.
2. Click Add incentives.
3. Select the desired option.

4. Click Select/Done/Claim.

5. Click Done.

The selected incentive is added to the engagement message. For information on creating any type of incentive, see Incentive management .