Elements in workflow allow you to specify the specific flow of events that occur as contact progresses through a workflow. Once a workflow has been created, the elements panel allows you to easily drag and drop the components of your workflow on to the canvas. Edit the properties of elements by clicking on them in the workflow.
An entry event specifies what must occur before a contact will be eligible to enter a workflow.
Entry Event Types
The following entry events are available:
List Subscription: The List Subscription event occurs when a contact is first subscribed or re-subscribes to a list after previously unsubscribing. Target new email subscribers with the Email List Subscription workflow or SMS subscribers in the SMS List Subscription workflow.
Purchase: Merchant-based event that occurs when a contact purchases from a specific merchant
Cart Abandonment: Merchant-based event that occurs when a contact abandons items in their cart
Product Browse Abandonment: Merchant-based event that occurs when a contact visits a product page but does not add an item to their cart
Page Browse Abandonment: Merchant-based event that occurs when a contact visits a page but does view a product (ex: category page)
Custom Event: Configure your own event using data passed through Workflow's cross-channel API.
Cart Price Drop: Merchant-based event that occurs when an items a contact adds to their cart drops in price by a set threshold
Cart Low Inventory: Merchant-based event that occurs when the product in a contact's cart drops below an in stock threshold
Product Browse Back-in-Stock: Merchant-based event that occurs when a contact browsed an out of stock product
Product Browse Price Drop: Merchant-based event that occurs when a contact browsed a product that drops in price by a set threshold
Product Browse Low Inventory: Merchant-based event that occurs when a contact browsed drops to a set threshold on hand
Sign-Up Back-in-Stock: Merchant-based event that occurs when a contact signs up to be notified when a product is back in stock
Follow-Up Reminder: Merchant-based event used to alert a contact if an item has not returned to stock after a set timeframe
Discontinued: Merchant-based event that occurs when an out-of-stock product is discontinued
Product Back-in-Stock: Merchant-based event that occurs when a browsed product returns to stock
Customer Account Welcome: Merchant-based transactional event available with Shopify Plus sent when contacts create an account on the website
Order Confirmation: Merchant-based transactional event available with Shopify Plus that displays all items when a customer places an order
Order Cancelled: Merchant-based transactional event available with Shopify Plus that displays information about all items in a customer's order after it has been cancelled
Order Refund: Merchant-based transactional event available with Shopify Plus that can be sent multiple times and display information about the item(s) refunded
Shipping Confirmation: Merchant-based transactional event available with Shopify Plus that displays information about a customer's order that has been shipped
Shipping Update: Merchant-based transactional event available with Shopify Plus that can be sent when information about a customer's shipped order, such as tracking number, has been updated
Shipment Out for Delivery: Merchant-based transactional event available with Shopify Plus that includes information about a customer's order that will be delivered soon
Shipment Delivered: Merchant-based transactional event available with Shopify Plus that includes information about a customer's delivered order
Entry Event Properties:
Once a workflow is created you can set additional properties, such as the list and merchant associated with a workflow.
Selecting a list and merchant allows segmentation and other list-specific information to be included in a message.
Re-entry rules control how often a contact is eligible to enter a workflow. Contacts can enter a workflow any time they complete the entry event (such as making a purchase), or be required to wait a set number of days between entry based on the day they first entered the workflow.
Re-entry rules can be used to prevent a single contact from existing within two locations of a single workflow at the same time. It is recommended to set re-entry rules for many workflows because many contacts visit your website from multiple devices or use settings, such as a VPN or incognito mode, while visiting your site. Setting re-entry rules will prevent a contact from receiving messages because they took action across multiple devices.
Setting a custom re-entry rule, such as allowing a contact to enter a workflow once every 7 days, prevents a contact from receiving messages to the same email address or SMS number during this time. The number of days can be adjusted based on the length of your campaign. In a Shopping Cart Abandonment campaign, for example, you may only want a contact to enter the workflow once every 7 days.
If a contact should be entered into the campaign every time they complete the action on your site the re-entry rule should be set to No Limit. In Post Purchase Thank You campaign, for example, you may want to thank a customer for each purchase.
Entry prevention rules prevent a user from entering a specific workflow if they are in another specified workflow or if they have a specific email address or phone number. Multiple workflows can be applied to the entry prevention rules. Entry prevention allows marketers to prioritize campaigns, such as Shopping Cart Abandonment, over other campaigns, such as Browse Abandonment. Entry prevention rules can also be used to restrict certain email addresses or phone numbers from entering a workflow. Restrict large groups of contacts based on domain name or area code using the contains option.
Once an entry event has been selected, use the elements panel to drag-and-drop additional elements into a workflow.
Pause a contact's progress through a workflow for a set number of minutes, hours, or days. In addition to a Wait step's specified duration, you can specify which day or days of the week a contact's progress should be unpaused,
Specify the type of messaging a contact will receive.
Email: Composer or HTML-built email message sent to all contacts in the path
SMS: Send an SMS message to contacts in the path. Standard messaging rates and character length applies
Messages can be configured for both the email and SMS channel. New email and SMS messages can be configured in Workflow. In addition, in the email channel copy a saved message or a message from Listrak Conductor into Workflow. In the SMS channel both SMS and MMS messages can be configured in Workflow. Personalized information about a contact’s activity can be include in Shopping Cart and Browse Abandonment mobile messages using personalization tags.
Messages can be sent as soon as a contact reaches the step in a Workflow, or you can restrict messages to be sent during a specific time range, for example from 8 AM to 8 PM. Contacts who become eligible outside of the time range will be held in the Workflow step and receive the message when the eligible time zone is reached. You can also enable Time Zone Optimization, which adjusts that time range based on a contact's time zone. Time zones are determined by IP address for email messages and area codes for SMS and MMS messages.
Decision splits allow you to change a contact's path through a workflow if they meet certain criteria, most types include up to 10 configurable paths, each containing its own set of criteria. Some decision splits will be available in all workflows, while others will only be available in specific workflows. The availability of decision splits is based on the type of data collected and used to power specific campaigns.
Decision Split Types:
Subscription Split: The Subscription Split allows marketers to change a contact's experience in a workflow based on properties around their subscription status and date. Some criteria in the subscription split are only available in some workflow types.
Engagement: Change a contact's path based on if they have opened or clicked through an email message or clicked through a mobile message. Engagement splits are available for both email and SMS channels.
Purchase History Split: A purchase history split allows a contact's path to change based on the past purchases a customer has made such as spend total, number of orders, or types of products purchased.
Channel Affinity: The channel affinity split allows a marketer to select which channel to use to message contacts in if contacts are subscribed to multiple channels, such as SMS and email.
⚠️ multiple path options are not available for this type of split.
Random: A random split sends a percentage of the contacts in the workflow down each path randomly. The percentage of contacts who receive each path can be customized. A random split is ideal for testing and optimization.
Order Details Split: The order details split allows a marketer to send a contact down different paths based on the products that they have ordered. The order details split uses information collected about the products in an order, such as the SKU and product category. Available in the post purchase workflow.
Product Browse Details Split: A product browse details split allows a marketer to send a contact on a different path based on information about the product they browsed, such as SKU or Gender. Available in the Product Browse workflow.
Cart Details Split: A cart details split allows a marketer to send a contact down in a different path based on information about the items abandoned in their cart, such as specific SKUs, categories of products, or the total dollar value of their cart. Available in the Cart Abandonment workflow.
Page Browse Details Split: A page browse details split allows a marketer to send a contact on a different path if they browsed certain pages based on the specific URL of the page browsed. This is used for category browse. Available in the Page Browse workflow.
💡 For profile or interest based decisions use dynamic content to send contacts relevant information.
Learn more about how to configure each decision split here.
Actions allow you to provide information to a contact as they progress through a workflow.
Exit: Allows you to add an exit step to a specific path.
Coupons: Allow you to assign a coupon from a coupon pool to a contact. Learn more about adding coupons in workflow.
Webhook: Allows you to pass information from Workflow to a third-party application. Learn more about configuring webhooks.
Data Management: Allows you to subscribe or unsubscribe a contact from a list (or lists) when they reach the location in a workflow. Learn more about configuring a data management step.
Exit events remove contacts from a workflow if they have taken a specific action. Exit events will differ based on the type of entry event selected.
Contacts will naturally exit the workflow after completing the full path if they do not meet the criteria for a specified exit event.
💡 Helpful Tips
Any contact who unsubscribes from a list tied to any Workflow will remain in the Workflow throughout its duration.
Rules applied to the Exit Event have precedence over any exit step added to a path.
Exit Event Types
Purchase: Contacts are removed from a workflow after they have made a purchase. Available in all workflows.
Purchased Item SKU: Contacts are removed from a workflow if they purchased specific SKUs. A list of SKUs can be configured in the exit event. Available in all workflows.
Purchased Item Category: Contacts are removed from a workflow if they purchased a product in a category. A list of categories can be configured in the exit event. Available in all workflows.
Purchased Item Subcategory: Contacts are removed from a workflow if they purchased a product in a specific subcategory. A list of subcategories can be configured in the exit event. Available in all workflows.
Order Cancelled: Contacts are removed if they cancel their order. Available in the Purchase workflow.
Order Returned: Contacts are removed if they return their order. Available in the Purchase workflow.
Cart Abandoned: Contacts are removed from a workflow after they have abandoned a cart. Available in all workflows.
Cart Cleared: Contacts are removed from a workflow if they manually delete all items from their shopping cart. Available in the Cart Abandoned workflow.
Product Browsed: Contacts are removed from a workflow after they have abandoned a product page in their session. Available in all workflows.
Page Browsed: Contacts are removed from a workflow after they have abandoned a page in their session. Available in all workflows.
Workflow Entered: Contacts are removed after they enter the specified workflow. Available in all workflows.