Elements in Journey Hub allow you to specify the specific flow of events that occur as contact progresses through a journey. Once a journey has been created, the elements panel allows you to easily drag and drop the components of your journey on to the canvas. Edit the properties of elements by clicking on them in the journey.
Entry Event
An entry event specifies what must occur before a contact will be eligible to enter a journey.
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.
In the Listrak Platform, target contacts using a subscription to a specific messaging channel.
In the NextGen Platform, target all types of subscription in a single subscription entry event, regardless of channel.
Inbound SMS: Short code-based event that occurs when an Inbound SMS Keyword is texted to the short code.
Purchase: Merchant-based event that occurs when a contact purchases from a specific merchant.
Segment: A NextGen- specific event that occurs when any point-of-contact meets the criteria set in a single segment.
A recurring settings can be enabled to enter contact's into the journey when they meet the criteria on a set schedule.
Winback: A merchant-based scheduled event that occurs if a contact has not made a purchase in a set timeframe after their last purchase.
Review request: A NextGen- specific event that requests a customer leave a review for their recently completed purchase.
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 Journey Hub's cross-channel API.
Cart Price Drop: Merchant-based event that occurs when an item 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 that comes back in stock.
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.
Expiration Notification 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 journey is created you can set additional properties, such as the list and merchant associated with a journey.
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 journey. Contacts can enter a journey 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 journey.
Re-entry rules can be used to prevent a single contact from existing within two locations of a single journey at the same time. It is recommended to set re-entry rules for many journeys 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 journey 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 journey 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 journey if they meet the criteria.
Currently in Journey: Prevent contacts from entering if they are present in a previously created journey. Use this option to prioritize one campaign over another.
In Segment: A NextGen-specific rule that prevents contacts from entering if they are a member of a NextGen segment.
Email Address Contains: Prevents a contact from entering if their email address contains the specified value.
💡 Target multiple email domains or area codes by putting a comma between the domains. E.g. @gmail.com, @hotmail.com, @outlook.com.
Phone Number Contains: Prevents a contact from entering if their phone number contains the specified value.
Once an entry event has been selected, use the elements panel to drag-and-drop additional elements into a journey.
Waits
Pause a contact's progress through a journey for a set number of minutes (1-999), hours (1-999), or days (1-365). 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 opted-in contacts in the path
SMS: Send an SMS message to contacts in the path. Standard messaging rates and character length applies
Web Push: Send messages to your contact directly in their web browser to entire them to return to your site. Only available for some journey types in the Listrak platform and some web browsers.
App Push: Send messages to your contacts directly in your mobile app. Only available for some journey types.
Messages
Messages can be configured for any channel enabled in the account. Any channel not enabled will appear greyed out and messages cannot be added. In addition, in the email channel, you can copy a saved message or a message from Listrak Conductor into Journey Hub. Messages in product-based journeys (e.g. Cart Abandonment and Back-in-Stock) can be personalized with the details of these products.
Messages can be sent as soon as a contact reaches the step in a journey, 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 journey 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.
For Shopify Plus Journeys and Shopping Cart Abandonment Journeys you can also apply a filter at the message-level to limit the products from a customer's order or cart that display in the email.
Decisions
Decision splits allow you to change a contact's path through a journey 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 journeys, while others will only be available in specific journeys. 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 journey based on properties around their subscription status and date. Some criteria in the subscription split are only available in some journey types. In the NextGen Platform, unlock the capability to target existing subscribers in the welcome flow.
Engagement: Change a contact's path based on if they have opened or clicked through an email message, clicked through a mobile message, or texted a specified keyword used in an Inbound SMS campaign. 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 prioritize 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.
AI Channel Affinity: A NextGen specific split that determines which subscribed channel a contact has a engaged with the most. As a result, the contact will only receive messages to that channel regardless of the number of channels the contact is subscribed to.
Random: A random split sends a percentage of the contacts in the journey 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 Journey.
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 Journey.
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 Journey.
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 Journey.
Custom Event Details Split: A custom event details split allows you to change a contact's path based on the data passed as part of your custom event in the Event Properties. Custom Event Details splits are only available in Custom Event journeys.
Profile Field Split: A profile field split is a NextGen-specific split that allows you to change a contact's path based on a value stored in a contact's profile field.
Segment Split: A segment split is a NextGen-specific split that allows you to change a contact's path based on their presence in an NextGen segment.
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 journey.
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 Journey Hub.
Webhook: Allows you to pass information from Journey Hub 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 journey. Learn more about configuring a data management step. In the NextGen Platform, unlock the capability to set, clear, or update a profile field within a journey.
Content Management: A GXP-specific action used to power Behavioral Banners.
Exit Events
Exit events remove contacts from a journey if they have taken a specific action. Exit events will differ based on the type of entry event selected.
Contacts will naturally exit the journey 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 journey will remain in the journey 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 journey after they have made a purchase. Available in all journeys.
Purchased Item SKU: Contacts are removed from a journey if they purchased specific SKUs. A list of SKUs can be configured in the exit event. Available in all journeys.
Purchased Item Category: Contacts are removed from a journey if they purchased a product in a category. A list of categories can be configured in the exit event. Available in all journeys.
Purchased Item Subcategory: Contacts are removed from a journey if they purchased a product in a specific subcategory. A list of subcategories can be configured in the exit event. Available in all journeys.
Order Cancelled: Contacts are removed if they cancel their order. Available in the Purchase journey.
Order Returned: Contacts are removed if they return their order. Available in the Purchase journey.
Cart Abandoned: Contacts are removed from a journey after they have abandoned a cart. Available in all journeys.
Cart Cleared: Contacts are removed from a journey if they manually delete all items from their shopping cart. Available in the Cart Abandoned Journey.
Product Browsed: Contacts are removed from a journey after they have abandoned a product page in their session. Available in all journeys.
Page Browsed: Contacts are removed from a journey after they have abandoned a page in their session. Available in all journeys.
Journey Entered: Contacts are removed after they enter the specified journey. Available in all journeys.
In Segment: A NextGen-specific exit event that removes contacts if they are present in the selected segment.
Templates
When creating a new journey, templates are available for some journey types. The templates available will be dependent on the configurations of your Listrak account. When selecting a template, multiple versions are available if you have multiple messaging channels (e.g. SMS and email) in your account. Templates incorporate Listrak's best practices for compliance, but can also be adjusted or added to based on your business strategies.