Journeys

Journeys

Introduction

Journeys is a visual campaign builder that lets you create omni channel messaging experiences for your users.

Journeys are ideal for engaging users across any of their life-cycle stages with your app. Build User Onboarding Journeys that engage users over several days or weeks and on different channels as you educate them about your service. Build Promotional Journeys to entice your users to transact at different points of time. Even build long-running re-engagement campaigns to pull users back into your service if they begin to slip away.

You can access Journeys under the “Engage” section of your CleverTap Dashboard. Click on the “Journeys” link in the left nav bar in your CleverTap Dashboard. Once on the page, you can click on the “create” icon to create your first journey.

Journeys is available to all accounts while in Beta after which it will be included only in the Enterprise plan.

Building your first journey

Defining your entry criteria

When you start building your Journey, you need to define your “entry criteria”, this is the condition, which when met, users will enter and be a part of Journey. The entry criteria of a Journey, is simply the segment of users you want to target.

The various types of segments you can use are:

  1. Live user segments: These segments qualify people as soon as they meet your your specified criteria

  2. Past Behaviour segments: In this type of Entry Criteria, users who match your specified entry criteria will qualify once every twenty four hours.

Live user segments are further bifurcated as follows

  1. Action: In this type of Entry Criteria, users will enter your Journey, as soon as they perform an event. Example: Enter people into your Journey, as soon as they install your application.
  2. Inaction: Users enter your journey, as soon as they don’t do something in the future. Example: If someone adds an item to their cart, but don’t transact within 15 mins
  3. Property Date-time segments: Qualify a user relative to a specific date and time in a property
  4. Page visit: Users will qualify as soon as they reach a web page that matches your specifications
  5. Refer entry: When users come to your website from a certain referrer, example: Facebook, or twitter, they will be qualified for your journey
  6. Page count: As soon as the user sees the specified number of pages, they will be a part of your journey

Selecting a journey conversion time

Journeys are sequences of messages. At each stage of a Journey you can elect to further segment your audience as well as deliver messages across multiple channels.

While creating journeys, you can choose to specify a journey conversion time, this will be the maximum amount of time a user will spend in a journey. Once this window is completed for a user, they will be exited from the journey, no matter which stage they are at.

Once a user has exited the journey, she is free to re-qualify, if you have allowed re-entry in your setup.

Journeys

Allowing users to re-enter a journey

By default a user will qualify for a Journey only once. However, you can optionally allow users who have exited from a Journey to re-enter it should they meet the entry criteria at a later date.

Once a user is a part of a journey, the only way they can re-qualify is if they exit the journey, either by matching one of the specified goals, or by being forced out of the journey and then then meeting the specifications of the entry criteria.

Take the following simple example:
journeys

When a user makes a purchase they enter into the Journey. After a 20 minute wait time qualifying users will receive a Push Notification with a discount promotion code.

If the Journey was set-up with the default behavior (users cannot re-enter the Journey) then after they purchase and receive the push notification they exit from the Journey. If a user makes another purchase subsequent to the initial purchase they will not receive another promotional Push Notification since this Journey does not allow for re-entry.

If however, your intent is to allow users to receive a new promotional discount after each subsequent purchase, you’d select the option to allow a user to re-enter as follows:
journeys

Connecting Segment and Engage blocks

Once you have defined a segment of users, you can choose to communicate with the segment by dragging and dropping a channel of communication from the palette in the right hand side. This communication could go to users who match the segment criteria specified by you, or to the rest of the users i.e. the users who don’t match your segment criteria.

Journeys

Connecting Engage and Segment blocks

After a user receives a message, you can add a segment after that, to ensure that only users who meet the criteria specified by you are taken further in the journey. Example: After users receive a push notification, wait for 1 day, check if users have transacted, for the people that have transacted, send them down path A, and for those who haven’t send them down path B.

journeys

Connecting Engage and Engage blocks

After a user receives a message, you can follow it up immediately, or with a delay with another message on a channel of communication of your choosing. Example: After a user receives a push notification, you can wait for 3 days, and send another push notification.

journeys

Connecting Segment and Segment blocks

After a user has been segmented, you can follow it up with with another segment to further fine tune your journey. Example: If someone has not transacted in the last 30 days, send users who qualify for this segment down path A and if one of these users adds and item to their cart, and doesn’t buy within 15 mins, send them down a specific path.

journeys

Adding goals to your journey

Goals are behaviours that you want users to perform. On completing a goal, users are exited from the journey. You can drag and drop any segment from the right hand side palette and add it as a goal for your journey. A journey can support up to 3 goals, if a user completes any one of the goals, they will be exited from the journey.

Common examples of goals

    1. Action based goals: In this goal, users will exit your journey as soon as they perform a goal, in real time. Example: Exit people as soon as they perform the “Charged” event, where “item” is “Red Nike Shoes”
    2. Past behaviour goals: Past behaviour goals, like segments, are evaluated once every twenty four hours, at 12:00 am. Once the goal is evaluated, users who meet this goal, will not be a part of the journey from that day onwards. Example: Exit people if they have spent at least $300 in the last week.

Screen Shot 2018-01-08 at 2.41.20 PM

Viewing statistics for your journey

You can see stats for your journey in 2 modes:
– Real time view
– Stats view

The stats are shown as an overlay on top of your canvas.

If you click on a segment block, it will take you to the segment details page, and if you click on a campaign block, it will take you to the campaign details page, so you can carry out further analysis.

Real time stats view

In this view, you will see a snapshot of how many people are currently in your journey, and at what stage of the journey are these people at. You can use this view to figure out if a vast majority of people are stuck at a certain level, basis which you might want to make edits to upcoming journeys.

Historical stats view

This view will show you comprehensive details of your journey for whatever time frame you select. In this view, you will see how many people have qualified for a particular segment or campaign. And you will also see how many people have exited at each stage.

Advanced topics

  1. If your entry criteria is a Past Behaviour Segment, users will be qualified for your journey at the start time specified by you

  2. If you have added a past behaviour segment, along your journey, that segment will be evaluated once a day, at 12:00 am (in the timezone of your account)

  3. If you have added a past behaviour segment, as a goal, that segment will be evaluated once a day, at 12:00 am (in the timezone of your account)