Overview

You can connect the Segment, Engagement, and Controller blocks from the Journey canvas to define how your users must move through the Journey.

Create a Journey

The first step is to define your target users. Drag the Segment block from the palette to the canvas.

Click the Segment node to define the qualifying criteria for your users. Define your qualifying criteria and click Continue.
View the details and Save & Close.

Next, decide the type of engagement to send to the qualified users.

Add more nodes to plan for scenarios where the user does or does not respond. For example, you want to send an additional nudge if the user does not buy a product or a thank you note if the user does purchase the product. You can decide the level of details for your Journey.

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Note

You can apply campaign limits in a Journey. However, global throttling is not supported in Journeys.

Connections

Drag and drop blocks from the palette to the canvas to create connections.

Connect Segment & Engage Blocks

Once you have defined a segment of users, you can choose to communicate with the segment by dragging and dropping a channel of communication from the palette on the right-hand side. This communication could go to users who match the segment criteria specified by you, or to the rest of the users i.e. the users who don’t match your segment criteria.

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Tip on Duplicating Segments

To duplicate a specific segment, use the copy/paste function by hovering over a segment, then perform the following:

• MacOS: Alt + mouse click
• Windows: Ctrl + mouse click

Connect Engage & Segment Blocks

After a user receives a message, you can add a segment after that to ensure that only users who meet the criteria specified by you are taken further in the Journey.

Example: After users receive a push notification, wait for 1 day, check if users have transacted, for the people that have transacted, send them down path A, and for those who haven’t send them down path B.

Connect Engage & Engage Blocks

After a user receives a message, you can follow it up immediately, or with a delay with another message on a channel of communication of your choosing.

Example: After a user receives a push notification, you can wait for 3 days, and send another push notification.

Connect Segment & Segment Blocks

After a user has been segmented, you can follow it up with another segment to further refine your Journey.

Example: If someone has not transacted in the last 30 days, send users who qualify for this segment down path A, and if one of these users adds an item to their cart, and doesn’t buy within 15 mins, send them down a specific path.

User Flow in Journeys

Your users perform one action in a Journey and then move on to the next action. However, there may be instances when they do not move forward in the Journey if not handled correctly.
We will walk through various combinations to ensure all users' participation in journeys.

Users Waiting at Segment Node

In scenarios where the next node in a Journey is a Segment Node, the Users will wait till they qualify for the node or exit via Journey Timeouts or Goals.
For instance, you have shown the Users a Welcome message In-app and are now waiting for them to qualify for the next Segment Node, Redeem Offer. In this case, you’d want to set a time limit based on which the users should move down a different path if they don’t qualify for the Segment. This will allow you to nudge the Users to Redeem their offer in this example, and then they can join the main journey again.

Set the Qualifying Window

Click the hexagon on the Segment node to set the qualifying window for the users.

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The qualifying window must be set up in combination with the drawing of the Node Timeout connector. The users will not move if the Node Timeout is not connected to another node.

Connect to Another Node

Connect the Node Timeout connector to another node. After the qualifying window is complete, the user automatically moves to the next node through this timeout connector.

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Note

The yellow indicator on your segment node is a reminder that you may need to plan for Waiting users on this node in the Journey.

Users Waiting at Engage Node

There may be another instance where the users have received a message but they may still wait for action. If the users do not click the message, then they are waiting for the next action. It means that when you created the Journey, the node following the Engage node is connected with a Viewed or Clicked connector. When you draw a Viewed or Clicked connector, a Phantom node with a node timeout will appear automatically. You can set the qualifying window from this Phantom node to move the users further.