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.
 

Entry Event

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: 

  • Email List Subscription: List-based event that occurs when a contact subscribes to a specific email list
  • SMS List Subscription: List-based event that occurs when a contact subscribes to a specific list associated with a short code
  • 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)
  • 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. 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. 

Once an entry event has been selected, use the elements panel to drag-and-drop additional elements into a workflow. 

Waits

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, 

Channels

 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

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.

Decisions

Decision splits allow you to change a contact's path through a workflow if they meet certain 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:

  • Email Marketing Status: Changes a contact's path through a workflow if they are a resubscriber. A contact who was previously subscribed, subsequently unsubscribed, and now is resubscribing to an email list will be labeled a resubscriber. Only available in Email List Subscription workflows. 
    NOTE: Any contact who unsubscribes from a list tied to any Workflow will remain in the Workflow throughout its duration.
  • SMS Marketing Status: Changes a contact's path through a workflow if they have previously unsubscribed from an SMS short code and has resubscribed. Only available in SMS List Subscription workflows.
    NOTE: Any contact who unsubscribes from a list tied to any Workflow will remain in the Workflow throughout its duration.
  • 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 sum they have spent on all orders or the number of purchases they have made.
  • 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. 
  • 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. 

TIP: 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

Actions allow you to provide information to a contact as they progress through a workflow.
Currently coupons are available as an action in a workflow. Learn more about adding coupons in workflow. Action elements are merchant based. 

Exit Events

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. 

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.
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