The Decision element in Workflow allows a contact to receive a different flow of messages and logic if they meet the criteria of the condition. Most decision split types include up to 10 configurable paths, each containing its own set of criteria and a unique exit step. The exit step will remove the contact from a workflow when they meet the criteria defined in that path.

Select a decision type to learn how to use the split in your workflow:

Want to know how to configure or manage your decision splits, click here to learn more!

Split Types and Criteria

Subscription Split

The subscription decision split allows you to change a contact's path through a workflow based on how they subscribed to a workflow, when they subscribed, and if they are a resubscirber. Read about the different conditions available in the subscription split below.

  • Resubscriber Criteria

    Using the resubscribe condition there are two channels to target resubscribers, contacts who had previously unsubscribed from a list and are now resubscribing. Target email resubscribes in a List Subscription Workflow or SMS resubscribes in an SMS List Subscription Workflow by selecting the specific list a contact is resubscribing to in the email or SMS channel.

  • List Subscription Status

    The List Subscription Status condition allows you to target contacts based on if they are currently subscribed or not subscribed to a list on either the email or SMS channel. The Email List and SMS List options are available in all workflow entry event types. When setting up a split based on a List Subscription status, select the type of list and then use the list drop down to select a list or multiple lists.

    💡 Helpful Tips

    • This setting can be used to target groups that are cross-subscribed to multiple lists.

    • When selecting multiple lists, if a contact is subscribed to at least one list, they will be directed down the (yes) path.

  • Subscription Date

    The Subscription Date condition allows you to target contacts based on when they subscribed to a specific SMS or email list. Date options like today, is more than, or is between a specific date range are available and can be configured in any workflow. When configuring this decision split, select the condition for email or SMS, the specific list, and then the date options based on your specific strategy.

  • Subscription Source

    The SMS subscription source condition is only available in the SMS List Subscription entry event workflow and allows you to change a contact's path based on the source of the SMS subscription on a selected list. Use the multi-select option to select a single or multiple subscription sources. When selecting multiple lists, if a contact is subscribed via any of the sources, they will be directed down the yes path.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates specifically to how, when, or if they are resubscribing for a second time to either your email or SMS program.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Engagement Split

Engagement splits allow you to change a contact's path based on how they interacted with a message. Engagement splits can change a path based on email or SMS messages.

  • Email: Email engagement splits can be triggered when someone opened or clicked through a specified workflow email.

  • SMS: SMS engagement splits can be triggered when someone clicks through a link in a specified SMS message.

⚠️ Important Considerations:

  • Engagement splits can only measure engagement for SMS or email messages sent in a workflow.

  • Engagement splits require a wait step prior to the split. The duration of the wait step determines how long Listrak will wait to see if a contact took the specific action before sending them down the "Yes" path or the "No" path.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates specifically to how or when a contact engaged with the email or SMS messages in the workflow.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Purchase History Split

Purchase history splits allow you to change a contact's path based on the number of purchases a contact has made, the amount of money a contact has spent, or the specific product information.

  • Number of Purchases: For a specific merchant, set criteria for how many purchases a contact has made, including a specific number of purchases, less than a threshold, or more than a threshold.

  • Sum of All Order Totals: For a specific merchant, set criteria for how much a contact has spent across all orders, including a specific value, less than a value, or more than a value.

  • Purchase Date: For a specific merchant, set criteria based on the date of a customer's first or most recent purchase. Utilize relative dates like more or less than a number of days ago, or use absolute dates by selecting a date a specific calendar date.

  • Product Information: For a specific merchant, set criteria about the categories, subcategories, specific SKUs, brands, and other information such as product gender or size.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates specifically to what a contact has purchased, how many times they have purchased, or even how much money they have spent.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Order Details Split

An order details split allows you to change a contact's path based on the items ordered in the purchase event that entered them into the workflow. Order details splits are only available in purchase workflows.

  • Order Item Information: This series of criteria allows a contact to be directed down a specific path if at least one item in an order meets a certain criteria. The criteria include: SKU, Category, and Subcategory.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates specifically to what was purchased in their order.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Cart Details Split

A cart details split allows you to change a contact's path based on the items abandoned in a contact's cart that entered them into the workflow. Cart details splits are only available in cart abandonment workflows.

  • Cart Item Information: This series of criteria allows a contact to be directed down a specific path if at least one item in their cart meets a certain criteria. The criteria include: SKU, Category, and Subcategory.

  • Cart Total: Set criteria for the total value of items in the abandoned cart, including is greater than, is greater than or equal to, is less than, is less than or equal to and is.

  • At least one product has an image: Change a contact's path if none of the product's in a contact's cart contain an image URL. Use this split to send a generic message or to prevent a contact from receiving a message if it does not have the correct product image information or remove them from receiving a message.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates specifically to the products abandoned in a contact's cart.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Product Browse Details Split

A product browse details split allows you to change a contact's path based on the specific product browsed that entered them into the workflow. Product browse details splits are only available in product browse abandonment workflows.

  • Browsed Item Information: This series of criteria allows a contact to be directed down a specific path if at least one of the items they browsed meets a certain criteria. The criteria include: SKU, Category, and Subcategory.

  • At least one product has an image: Change a contact's path through a campaign if the product that they browsed has a product image URL. This option allows you to take an action, like send a generic lifestyle-based message if a contact's product does not have an image that can be featured in the email.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates to specific attributes of products browsed and abandoned by a contact.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Page Browse Details Split

A page browse details split allows you to change a contact's path based on the specific page browsed that entered them into the workflow. Page browse details splits are only available in page browse abandonment workflows.

Set criteria to determine if the link of browsed page is, contains, or does not contain a specific series of entered characters. If the link of the page browsed meets this criteria, the contact will be directed down the "Yes" path.

💡 Helpful Tips

  • Use page browse detail split for category browse abandonment.

  • Multiple path page browse details splits with values configured to match your brand's category link structure can help direct contact's down paths and experiences specific to certain categories.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create a different workflow that relates to specific web pages browsed by a contact.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.


Channel Affinity Split

A channel affinity split allows you to prioritize different channels of your multichannel marketing campaign for contacts who are subscribed across more than one channel.

There are two ways to prioritize across channel: by channel type or based on a contact's status on a specific list. Once a channel affinity split has been added to the canvas, adjust the properties in the elements panel.

To prioritize by channel type, drag the channels in the order you wish to prioritize them.

In the screenshot below, contacts who are subscribed to both the SMS and Email channel will receive an SMS message.

To adjust priority based on a contact's subscription status, change the toggle under channel priority to on. Then specify the specific list or short code a contact must be to subscribed to in order to prioritize a specific channel.

In the screenshot below, contacts subscribed to the SMS short code will receive an SMS message. If a contact is subscribed to a different SMS short code and the Master List they will receive the email message.

⚠️ Multiple Paths are not available in this Split Type


Random Split

A random split allows contacts to be randomly split into groups. Random splits allow you to easily split test variables in your workflow messaging.

Random splits allow you to adjust the percentage of the list that will be directed down each path of a random split. By default, 50% of a workflow's participants will be directed down each path.

⚠️ The percentage total must equal 100% to be activated.

🔀 Want to use Multiple Paths in a Decision Split instead?

You may need or prefer to create more than 2 split test variations.

Click here to learn how to create multiple paths, apply the conditions and specify the way the contact can exit the workflow. You can easily create unique logic and apply different messages for each path you have created.



Configuring a Decision Split

There are several options on how you can use a Decision Split in your workflow, review the examples below to see which one works best for your strategy.

Two paths

The default number of paths for every decision split is two - a single condition is defined and if a contact meets the requirements they are sent down the Yes path. If not, they are sent down the No path.

To configure:

  1. Click the decision element once it has been added to the canvas.

  2. Use the elements properties panel on the left to define the Yes path's condition.

    1. Naming the split is optional but recommended.

    2. Adding notes to a split is optional.

  3. Add the applicable elements to each path.

  4. OPTIONAL - Add a non-configurable Exit Action Step to the Yes path to remove the contact from the workflow when they meet the criteria defined for that path.

    1. Naming the Exit Action Step is optional.

      ⚠️ Rules applied to the Exit Event have precedence over any exit step added to a path.


Multiple paths

A single decision split can further be divided up to 10 times. Each path is defined by a condition and a corresponding exit step. The contact will be sent down the first path they meet the requirements to, then they will be removed from the workflow when they hit the exit step of that path.

💡 You can manage the priority of the paths by changing their order in the property panel.

To configure:

  1. Click the decision element once it has been added to the canvas.

  2. Use the elements properties panel on the left to define the Yes path's condition.

  3. Click Add Path to add a new path to the decision split.

    ⚠️ The last path will become a non-configurable default path.

  4. Click Edit inside the path to configure each new path

    1. Give the path a unique name

    2. Select the condition

    3. Click Apply

  5. Add elements to each path.

  6. Repeat steps 3-5 to add additional paths to the decision split.

  7. OPTIONAL - Add a non-configurable Exit Action Step to any path to remove the contact from the workflow when they meet the criteria defined for that path.

    1. Naming the Exit Action Step is optional.

      ⚠️ Rules applied to the Exit Event have precedence over any exit step added to a path. For example, if a Purchase Event rule was applied to the Exit Event above, a contact would be removed from the workflow immediately after making a purchase.


Nested splits

A workflow can also include multiple types of decision splits. In this scenario, the subsequent decision types will become 'nested' within each other.

To configure:

  • Within any path added to the workflow, simply add a new decision type.

  • Follow the configuration steps listed above for either a Two path or Multiple paths decision split type.



Managing Decision Splits

Learn how to edit, duplicate or delete decision splits.

Options for editing a path

  • You can change the order of the paths by doing the following:

    1. Click the decision split on the canvas to open the property panel.

    2. Click the stack of blocks icon on the left side of the path you want to move.

    3. Drag it above or below another change to reassign its location.

      💡 Hierarchy reads top to bottom in the property panel, left to right on the canvas.

  • Any element on the canvas can be moved/dragged to another location.

  • You cannot add multiple paths to an existing decision split, you will need to do the following steps:

    • Add the updated replacement decision type.

    • Configure the new decision type.

    • Delete the original two-path split.

    • Reactive the workflow.

  • You cannot add an Exit Action step to an existing decision split, you will need to do the following steps:

    • Add the updated replacement decision type.

    • Configure the new decision type.

    • Add the Exit Action step to any applicable path.

    • Delete the original two-path split.

    • Reactive the workflow.

How to duplicate a path

  1. Click the decision split on the canvas to open the property panel.

  2. Click the duplicate a path icon inside the path you want to duplicate.

    💡 Helpful Tips

    • The path must be configured before it can be duplicated.

    • The condition applied is also duplicated, but not any of the elements applied to that path. You will need to add the elements to the copied path(s).

How to delete a path

  1. Click the decision split on the canvas to open the property panel.

  2. Click the X to the right of the path you want to delete.

  3. A confirmation popup will appear, click delete or cancel.

⚠️ By clicking the trashcan icon attached to the split on the canvas it will delete all paths and the elements attached to the split!

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