How to configure conditions within a journey

Modified on Sun, 13 Aug 2023 at 07:26 PM

Conditions are merely configurable checks that enable you to customize a workflow based on your customers’ behavior, attributes, product preferences etc. You can create various types of journeys to engage your clients via incorporating such conditional checks which in turn work on a ‘yes’ or ‘no’ logic. You can create automated journeys using the following conditions:

  • Is In Segment: Checks whether the customers exist within a specific segment.
  • Has Done Event: Checks whether the customers have or have not performed a specific event.
  • Reachable On Channel: Checks whether the customers can be contacted via a specific channel.
  • Wait For An Event: Executes a predefined set of actions exclusively when the customers perform a specific event.
  • Check User Attribute: Checks whether the customers possess a specific attribute prior to executing further actions.

How conditions work

The ‘Is In Segment’ condition

The ‘Is In Segment’ condition enables you to check, whether a customer for whom the journey has begun its execution, exists within a particular segment or not and based on that you can configure further actions or communications within your workflow.

Steps to set up the ‘Is In Segment’ condition

  1. Drag and drop the main trigger, that would cause the journey to commence its execution, onto the journey designing dashboard.

  1. Next, drag and drop the ‘Is In Segment’ conditional check, onto the journey designing dashboard. Upon doing so, a pop-up would appear on-screen wherein you will have to select a preconfigured segment from a dropdown (process illustrated in the gif provided below).

  1. The ‘Is In Segment’ conditional check, will subsequently scan the chosen segment to ascertain whether a customer for whom the journey has commenced its execution, exists within the segment or not. Disparate actions can then be configured within the journey based upon whether a customer exists or does not exist within the segment.
  2. Consequently, you can choose to engage or not to engage specific customers via multiple channels viz. WhatsApp, SMS, email, web push, app push etc.

Note

Correctly configure distinct actions for customers present & not present within the chosen segment based upon the Is In Segment’s ‘yes’ or ‘no’ conditional check.

The ‘Has Done Event’ condition

The ‘Has Done Event’ condition allows you to check whether a customer or subscriber performed a particular event in the past.

For example, suppose your journey’s main trigger is the ‘Add To Cart’ event, and you have included an ‘Has Done Event’ condition within the journey and configured it to check whether the customers for whom the journey has begun its execution, have or have not performed the ‘Order Placed’ event (process illustrated in the gif provided in the next section).

Now, based upon whether the customers have or have not performed the ‘Order Placed’ event, you can configure further distinct actions within your workflow such as:

  • In case the customer hasn’t performed the ‘Order Placed’ event, then you can send a discount coupon via an email campaign to motivate him/her to consummate the purchase process.
  • In case the customer has performed the ‘Order Placed’ event, then you can simply dispatch a notification to remind the customer about finalizing the purchase process.

Note

You can configure additional conditions and set the trigger time at any stage.

Steps to set up the ‘Has Done Event’ condition

  1. After you have specified and configured the main trigger that would cause the journey to commence its execution, simply drag and drop the ‘Has Done Event’ conditional check onto the journey designing dashboard.
  2. Upon doing so, a new pop-up would appear on-screen, wherein you will have to select an event, from a dropdown. Within the same pop-up, you can also specify, configure and link additional conditions as well as attributes to the chosen event. Click on the ‘Submit’ button, once you have configured additional conditions for the selected event (process illustrated in the gif provided below).

  1. Whenever the journey commences its execution for any customer, the ‘Has Done Event’ condition, will check whether that customer has or has not performed the event you previously selected from the dropdown. You can configure further actions based upon whether the customer has or has not performed the specified event.

The ‘Check User Attribute’ condition

This particular condition enables you to check whether the customer for whom the journey has begun its execution, possesses or does not possess a specific attribute such as belonging or not belonging to a specific country, having opted-out or opted-in to receive promotions via a particular channel, ability or inability to communicate in a specific language etc. 

In other words, through this conditional check, you can specify consumer attributes and consequently check whether the customer for whom the journey has begun its execution, possesses or does not possess the chosen attributes, and thereby configure further actions accordingly.

For instance, in case of a gender specific ‘sale’ event, you can cause the journey to execute only for those customers who fall into a particular gender category, for instance ‘male’. You can configure the workflow’s further course of execution by dispatching relevant product recommendations exclusively to those customers who fall into the men's gender category and thereby fulfill your journey’s ultimate goal. 

Steps to set up the ‘Check User Attribute’ condition

  1. Drag and drop the ‘Check User Attribute’ condition onto the journey designing dashboard.
  2. Upon doing so, a new pop-up would appear on-screen, wherein you will have to select specific attribute(s) from a dropdown, and in addition to this, also specify whether the customers for whom the journey commences its execution, should or should not possess the selected attribute(s).

  1. Consequently, in case the value of the chosen attribute(s) along with their associated conditions match with any of the customers’ attributes then the conditional check for those customers will be counted as ‘yes’, otherwise it will be considered as ‘no’. Here onwards, you can configure distinct actions within your workflow, based upon whether the conditional check for your customers gets counted as a ‘yes’ or a ‘no’.

The ‘Reachable On Channel’ condition

This condition enables you to check whether the customers are reachable on or can be contacted via a specific channel such as WhatsApp, web push, app push, email, SMS etc. 

In case a customer is unreachable via a particular channel, then communications can be dispatched by means of utilizing another medium. This condition automatically identifies customers who can or cannot be reached via a specific channel and gives you the flexibility to preconfigure an alternative channel to contact them.

For instance, in case a customer has viewed a landing page on your organization’s official website and browsed through a certain number of products, then you can check whether he/she is reachable via a specific channel such as email, and consequently dispatch an email campaign to him/her in case he/she can in fact be contacted via online mail. 

Within your workflow, you can also set an alternative channel to contact those customers who didn’t provide their email address i.e.customers who can’t be contacted via electronic mail.

Steps to set up the ‘Reachable On Channel’ condition

  1. Drag and drop the ‘Reachable On Channel’ condition onto the journey designing dashboard.
  2. Upon doing so, a new pop-up titled ‘Is Reachable’ would appear on-screen, wherein you will have to select a specific channel from a dropdown.

The ‘Reachable On Channel’ condition will therefore perform a check whether via the chosen channel, it is feasible to contact those customers for whom the journey gets triggered. Click on the ‘Submit’ button available within the pop-up once you have selected the channel of your choice (process illustrated in the gif provided below).

  1. In case a customer can be contacted via the selected channel then you can dispatch automated campaigns to him/her via the same channel. However, in case a customer cannot be reached via the chosen channel, then you can configure your workflow to utilize an alternative channel to engage him/her.

The ‘Wait For An Event’ condition

This condition enables you to configure your workflow’s further course of execution in accordance with a scenario in which your customers perform a specific predefined event. In other words, in case those customers for whom the journey has come into effect, perform a specific predefined event, then a subset of preconfigured actions within the journey will commence their execution.

For example, suppose a customer has added a product to his/her shopping cart but hasn’t yet bought the product, then you will have to withhold execution of certain actions such as dispatching shipping information, notifying about similar products etc. until the customer finalizes the purchase.

As a best practice, you may dispatch notifications exclusively promoting similar products to further engage customers and that too in a scenario where customers materialize their initial purchase. In case a customer does not purchase the product within a specific time period, then you may dispatch a distinct set of notifications such as the ones offering lucrative discounts and ultimately halt the journey’s flow in case the customer remains totally unresponsive.

Steps to set up the ‘Wait For An Event’ condition

  1. Drag and drop the ‘Wait For An Event’ condition onto the journey designing dashboard.
  2. Upon doing so, a new pop-up would appear on-screen wherein you can select a specific event for which you wish to withhold the execution of certain predefined actions, until it is performed by the customers. Select the event and, if required, configure additional attributes for it from within the same pop-up.
  3. Define distinct courses of actions for the two disparate scenarios viz.
  • On Event: When the customers perform the chosen event within a specified time period.
  • On Timeout: When the customers do not perform the chosen event within a specified time frame.

This is how you can include and configure conditions while creating a journey

Check out our related articles:

How to create a journey.

How to set actions in a journey.

How to set triggers in a journey.

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