Workflow enables marketers to send many different types of campaigns triggered by their customer's purchase. Campaigns such as product nurture, winback, and thank you are easily configured in Workflow. 

Multi-purchase incentive campaigns allow marketers to create a tiered nurture campaign based on the number of purchases a contact has made. In the example below, first-time purchasers will receive one version of a message, 2-3x purchasers will receive a second version, and 4x or greater purchasers will receive a third version. 

Creating the Workflow

1. Open the channel select drop-down
2. Select workflow
3. Select the New Workflow button
4. In the event select popup, select Purchase 

5. Give the workflow a name in the main interface

Adjusting the Entry Event Properties 

Next, adjust the properties of the entry event by clicking on the element. 

In the elements panel, adjust the following: 

1. Select the merchant associated with the abandonment campaign
2. Next, customize the re-entry rules by selecting how frequently contacts can re-enter the campaign
TIP: In a nurture campaign leave the entry event to no limit to track all purchases
3. Then, customize the entry prevention rules, which prevent a contact from entering the current workflow if they are already a participant in another workflow, if desired.

Configuring a Wait Step

Contacts enter this example workflow every time they make a purchase. Contacts will receive a thank you message one day after their purchase. 

1. Drag a wait element on to the canvas under the entry event
2. In the properties panel, select 1 day as the wait duration 

Configuring a Purchase History Decision Split

All contacts in the workflow wait one day after purchase before receiving any messages. Using the purchase history decision split marketers can tailor the message to contacts based on the number of purchases contacts have made. 

In this workflow contacts who have made more than 1 purchase will be sent down one path and first-time purchasers will be sent down the other. Tailor these properties to meet the goals of your individual campaign. 

1. Drag a purchase decision split onto the canvas under the wait step
2. In the properties panel, name the step, if desired
3. In the condition drop down, select Number of Purchases
4. In the merchant drop down, select the merchant from the entry event
5. Then, select the operator is greater than
6. Next, in the input field type 1 


Configuring the No Path

Contacts who have made a single purchase are directed down the no path.
In this workflow, contacts will receive a single message after purchase and then a second message 14 days after a purchase. 

Adding a Thank You Message 

1. Drag a message element onto the No Path

2. In the elements panel, name the step, if desired
3. Select the list associated with the post purchase campaign. Selecting a list also enables the use of all of the segmentation data associated with that list
3. Select Create Message
4. Build the thank you message. Use segmentation information, saved content, and dynamic content when creating the message
5. Paste the coupon tag into the message to display the coupon code
6. Select Create Workflow Email Message
TIP: Use the copy from Conductor feature if moving an existing campaign from Conductor to Workflow 

After a contact has received their thank you message, they will wait for 14 days before receiving a second message with a coupon code. Follow the steps below to add these elements. They can be rearranged, removed, or added to as necessary.

Adding a Wait Step

1. Drag a wait step under the thank you message
2. In the elements tab, set the wait duration to 14 days

Adding a Coupon Code

1. Drag the coupon step on to the No Path
2. Name the step in the properties panel, if desired
3. Select the merchant associated with the coupon
4. Select the coupon
5. In the Coupon Code input give your coupon a unique name
6. Copy the coupon tag for later use in messages
TIP: Toggle on the expiration tag to use the expiration date from the coupon file or use the date offset feature to increase the urgency in messages

Adding a Post-Purchase Message

1. Drag a message element onto the No Path
2. In the elements panel, name the step, if desired
3. Select the list associated with the post purchase campaign. Selecting a list also enables the use of all of the segmentation data associated with that list
3. Select Create Message
4. Build the post purchase message. Use segmentation information, saved content, and dynamic content when creating the message
5. Paste the coupon tag into the message to display the coupon code
6. Select Create Workflow Email Message
TIP: Use the copy from Conductor feature if moving an existing campaign from Conductor to Workflow 


Workflow allows marketers to nest decision splits within each other to further provide tailored messages to contacts. 

Configuring the Yes Path

First-time purchasers are directed down the no path, while anyone who has placed more than one order are directed down the yes path. In this workflow, nest another purchase history split to target 2-3x purchasers differently than 4x+ purchasers. 

Configuring the Nested Purchase History Decision Split

1. Drag a purchase decision split onto the yes path
2. In the properties panel, name the step, if desired
3. In the condition drop down, select Number of Purchases
4. In the merchant drop down, select the merchant from the entry event
5. Then, select the operator is greater than
6. Next, in the input field type 3

Now, contacts who have purchased 4x or more will be directed down the yes path, while 2-3x purchasers will be directed down the no path. 

Adding a 2-3x Thank You Message 

1. Drag a message element onto the No Path
2. In the elements panel, name the step, if desired
3. Select the list associated with the post purchase campaign. Selecting a list also enables the use of all of the segmentation data associated with that list
3. Select Create Message4. Build the thank you message. Use segmentation information, saved content, and dynamic content when creating the message
5. Paste the coupon tag into the message to display the coupon code
6. Select Create Workflow Email Message
TIP: Use the copy from Conductor feature if moving an existing campaign from Conductor to Workflow 

After a contact has received their thank you message, they will wait for 14 days before receiving a second message with a coupon code. Follow the steps below to add these elements. They can be rearranged, removed, or added to as necessary.

Adding a Wait Step

1. Drag a wait step under the thank you message
2. In the elements tab, set the wait duration to 14 days

Adding a Coupon Code

1. Drag the coupon step on to the No Path
2. Name the step in the properties panel, if desired
3. Select the merchant associated with the coupon
4. Select the coupon
5. In the Coupon Code input give your coupon a unique name
6. Copy the coupon tag for later use in messages
TIP: Toggle on the expiration tag to use the expiration date from the coupon file or use the date offset feature to increase the urgency in messages

Adding a Post Purchase Message

1. Drag a message element onto the No Path
2. In the elements panel, name the step, if desired
3. Select the list associated with the post purchase campaign. Selecting a list also enables the use of all of the segmentation data associated with that list
3. Select Create Message
4. Build the post purchase message. Use segmentation information, saved content, and dynamic content when creating the message
5. Paste the coupon tag into the message to display the coupon code
6. Select Create Workflow Email Message
TIP: Use the copy from Conductor feature if moving an existing campaign from Conductor to Workflow 


Repeat the steps under Adding a 2-3x Thank You Message, Adding a Wait Step, Adding a Coupon Code, and Adding a Post Purchase Message for the Yes path of the nested purchase history decision split.

Configuring Exit Events 

Once all of the different versions of the post purchase campaign have been created, the last step is to determine if a contact should be removed from the workflow by configuring the exit events. 

1. Select the exit at the bottom of the workflow
2. In the properties panel, select Order Cancelled
3. Then, click Add New
4. From the drop-down, select Order Returned 

These exit events will prevent contacts from receiving the post-purchase follow up messages if they cancel or return their order while in the workflow. 

Activating the Workflow 

Once all messages have been created and the paths established, you are ready to activate the workflow so that contacts can start receiving the new path and messages.

To activate, select the  Activate button in the top right corner.

Reminder: If replacing an existing Conductor conversation with Workflow be sure to terminate the existing conversation so that new purchasers only receive one post purchase series.

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