Listrak Conductor allows you to build many different types of automated workflows by combining the steps in different configurations. Learn more about each step type used in Listrak Conductor below.

Trigger Step

The trigger step is the first step in any workflow. This step indicates how a contact becomes eligible for the workflow.

There are 4 different classifications of triggers:

External Events

External events are actions that a contact takes outside of Listrak, typically on your site, that makes the contact eligible for a conversation. Common external events include: subscription points (such as pop-up or footer signup), abandoning a cart, browsing an item, making a purchase, or importing a list of contacts from an external source. 

These external events require the use of JavaScript and a Listrak created Subscription Point, API or Listrak form code to trigger a contact from the external source into Listrak.

⚠️ This method will trigger a contact into a Conductor Conversation even if they are already subscribed to the list.

List Events

List events are actions that can take place inside of Listrak, when the information about a contact is updated, or on your site. List events include:

  • Subscribe: A contact is triggered into the conversation upon opting-in to the list. Methods include subscribing via an online subscription point, a list import, or manually subscribed within our platform (Contacts > Subscribe/Unsubscribe).

    ⚠️ This option will trigger a contact into a Conductor Conversation ONLY the
    first time they are added to the list.

  • Segment Update: An existing contact is triggered into the conversation when any segmentation data has been updated.

  • Address Change: This action will both enter the new email address into the conversation and unsubscribe the old email address. If the old address is currently in the conversation, it will be removed via termination. Methods to change the address include list hygiene, manually changing within our platform (Contacts > Change a Contact's Address), or by the contact.

Child Events

Child thread events are actions within a conversation that uses message engagement to trigger a subscriber into a child thread. These triggers are added by clicking the plus sign below a wait and corresponds to the message preceding it. Child thread events include:

  • Message Events: Triggered when a contact has completed the specified action of opening or reading the email; or clicked any link in the email or more specifically, clicked the passed along or browser link.

  • Message Links: Triggered when a contact has clicked a specified link in the message.


Listrak CRM Audiences allow you to act on insights you gained from a CRM visualization. Audiences are automatically updated as contacts take new actions that make them eligible/ineligible for an audience. Learn more about Using Listrak CRM Audiences to Trigger Automated Campaigns. NOTE: this option is only available to CRM clients.

A few tips about using External Events:

  • An Event must be added to the Selected Events column for the event to function.

  • More than one of the following Event types (External, List, or Child) can be applied to the Selected Events column, allowing contacts to be triggered into a conversation through various methods.

  • Your external events must be connected to information collected on your site. This can occur as part of your integration, for example product browse information, via API, or connected to a subscription point.

Message Step

The message step indicates the specific message a contact will receive as they progress through the workflow. 

  • TIP: Messages can be tailored to how a contact became eligible for a conversation. For example, include a coupon in your Welcome Series if a contact triggered the workflow by subscribing via the pop-up, but not if they triggered the workflow by subscribing via the checkout. Triggering a subscription via the checkout indicates a contact has already made a purchase and would not need the coupon.

Go To Step

A Go To step allows you to send a contact to another location in a workflow. A Go To step can move all contacts or only those contacts who meet specific criteria. 

  • TIP: Use Listrak's segmentation and filtering system to determine these criteria.  

Action Step 

An action step writes data into a contact's profile or performs an action as a contact progresses through a workflow. Common action steps include: writing a coupon code, placing contacts in a group for a split test, or adding information to a contact's profile. 

Learn more about the types of action steps.

  • TIP: Use action steps to gather information on a contact, such as the date they entered the workflow. 

Wait Step

A wait step pauses a contact's progress through a conversation. Progress can be paused for: a specific duration, until a static date, or until a date based on their profile information. Learn more about how to use the Advanced Wait Step option.

  • TIP: Create birthday campaigns by collecting a contact's birthday and then holding them in a wait step until the birth date in their profile.

Terminate Step

The terminate step is a required part of all workflows and indicates a contact has completed the steps in the workflow. 

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