Overview
It helps marketers identify the right course of action by creating multi-campaign flows, incentivising customers, and engaging them via multi-channel personalized communication, all in one place. It also helps businesses automate their customer engagement flow.
It starts with an entry trigger and diverges into several branches based on the conditions set up. A customer goes through flows which the user sets up.
NoteBy default, Journey is not enabled for all the orgs. Raise a ticket to the Capillary Product Support team to enable this feature for your org.
Core Concepts
The core concepts define the foundational elements that power journeys. They include key components like wait types, customer events, and conditions that determine how and when customers move through different journey stages.
Journey pause conditions (wait type)
A journey pause condition is a configurable delay within a journey, where a customer’s progression to the next step is held until specific criteria are met. These criteria are based on actions a customer performs. Once the customer successfully performs the required action, they resume their journey.
This is applicable for the event based wait block
| Wait type | Description |
|---|---|
| Wait for future event | Checks for the completion of a specified user action before proceeding. |
| Wait since a past event | Checks for the prior completion of a specified user action before proceeding. |
| Wait for engagement event | Checks for user engagement with a message, such as an open or a click, before proceeding. |
| Wait on entry event attribute | Checks if a user's attributes match the conditions of the entry trigger before proceeding. |
Customer events
Customer events are specific actions or activities performed by a customer that are tracked and used as triggers within journeys. This helps initiate or influence the progression of a customer through different stages of a journey based on their real-time interactions and behaviours.
| Event condition | Description |
|---|---|
| Current transaction | Checks the current transaction performed by the customer, tracking the customer's transaction and the tracker value. |
| Coupon redeem | Checks if the customer has redeemed a coupon |
| Cart promotion/gift voucher redemption | Checks if the customer has redeemed a cart promotion or gift voucher. |
| Target enrolment | Checks if the customer is enrolled in a target-based loyalty promotion |
| Target value achieved | Checks if a customer has achieved a target value |
| Partner program linked | Checks if a customer is part of a subscription or coalition loyalty program |
| Promotion issued | Checks if a loyalty promotion is issued to a customer |
| Customer update | Checks if a customer has updated their profile |
| Reward issued | Checks if a reward is issued to a customer |
| Points issued | Checks if points are issued to a customer |
| Coupon issued | Checks if a coupon is issued to a customer |
| Tier upgraded | Checks if a customer’s tier is upgraded |
| Tier downgraded | Checks if a customer’s tier is downgraded |
| Behavioural event | Checks if a customer has performed a behavioral event. For more information, refer to the documentation on behavioral events. |
Customer and transaction attributes (conditions)
Customer and transaction attributes are logical rules used to evaluate customer data and transactional behavior at various points in a journey. Their primary purpose is to segment and direct customers through different paths based on specific characteristics or purchase details, such as loyalty status or engagement patterns.
| Condition | Description |
|---|---|
| Customer's segments | Check if the customer belongs to a specific segment or cluster (such as a behavioral or demographic group). |
| Lifetime points | Check if the customer’s total accumulated loyalty points (lifetime points) meet a specified threshold. |
| Lifetime transaction amount | Check if the customer’s total spend (lifetime purchase value) reaches a defined amount. |
| Customer extended fields filter | Check if a customer’s profile contains a specific value in an extended field. |
| Linked supplementary program | Check if the customer is linked to a specific supplementary or partner program. |
| External ID | Check if the customer’s profile matches a specific external ID or pattern. |
| Customer custom fields filter | Check if a customer’s profile contains (or does not contain) a specific value in a custom field. |
| Current points balance | Check if the customer’s current balance of redeemable points meets a specified condition. |
| Transaction date | Check if a transaction occurs on a specific date or within a date range. |
| Transaction value | Check if the total value of a transaction meets a specified condition. |
| Extended fields in the transaction | Check if a transaction contains a specific value in an extended field. |
| Total discount | Check if the total discount applied to a transaction meets a specified condition. |
| Transaction number | Check if the transaction number (or ID) matches a specific value or pattern. |
| Line-item count | Check if the number of line items in a transaction meets a specified condition. |
| Basket amount | Check if the total value (amount) of a transaction's basket meets a specified threshold. |
| Bill points | Check if the number of points awarded for a transaction meets a specified condition. |
| Transaction Id | Check if a transaction matches a specific transaction ID. |
| Custom fields in the transaction | Check if a transaction contains a specific value in a custom field. |
| Gross amount | Check if the gross amount (total before discounts) of a transaction or its line items meets a specified condition. |
| Zone | Check if a transaction occurs in a specific geographical zone or region. |
| Concept | Check if a transaction occurs in a specific concept (a logical grouping of stores, like a brand). |
| Concept name | Check if a transaction occurs in a store belonging to a specific concept name. |
| Store | Check if a transaction occurs at a specific store. |
Customer date milestones
This defines the waiting period based on the time elapsed since a key customer date milestone, such as when a customer registered or made their first purchase.
| Criteria | Description |
|---|---|
| Registration date | Date when the customer registered with the brand |
| First purchase date | Date when the customer made their first purchase with the brand |
| Last purchase date | Date when the customer made their latest purchase with the brand¡ |
Communication engagement rules
Communication engagement rules are criteria that determine a customer's path based on their interaction with previous messages. These rules allow marketers to track specific engagement signals, such as opens or clicks, to guide the next steps in the journey.
Condition | Description |
|---|---|
Opened | Checks if a user has opened the message or clicked any link within it before proceeding. An open is treated as a weaker signal of engagement compared to a click. |
Clicked on link | Checks if a user has clicked any link within the message before proceeding. You can select from the following options:
|
Undelivered | Checks if a message from a previous engagement block in the journey has failed to deliver. You can then create a fallback path for these users, such as attempting communication on a different channel. You can configure this based on the following options:
|
Use case
A brand wants to promote its new membership program to increase the number of loyal customers. They want to target customers whose lifetime purchase value is greater than 1000$. A marketer wants to nudge the customers to make a purchase and avail the membership.
Customer journey plan
- Identify the customers whose lifetime purchase is above 1000$.
- Send an SMS to customers informing them about the ongoing opportunity to become a member of their target segment.
- Wait for 30 days for customers to make a purchase.
- If customers have made the purchase, share a congratulations email to the customer along with a 30% off coupon on their next purchase, and also share the benefits of membership.
- If customers have not made the purchase, send them a reminder message about the ongoing membership campaign. Wait for another 15 days and end the campaign.
With Journey, you can use building blocks and configure the above flow at one place
Journey UI depicting a sample workflow
Updated 4 days ago