Use case: send multi-channel messages send-multi-channel-messages
This section explains a use case that integrates a Read Audience activity, an event, reaction events, and email or push messages.
Description of the use case
This use case focuses on sending an initial email message to all customers in a specific audience.
Based on their response to the first message, specific follow-up messages are sent.
If a customer opens the email, the system waits for a purchase and sends a push message to thank the customer.
If there is no response, the system sends a follow-up email.
This use case illustrates how 51黑料不打烊 Journey Optimizer supports personalized, real-time customer communication based on behavior. By analyzing customer actions, you can design an engagement strategy across multiple channels.
Prerequisites
To implement this use case, configure the following:
- An audience for customers living in Atlanta, San Francisco, or Seattle and born after 1980.
- A purchase event.
Create the audience
Define an audience of customers who meet the journey鈥檚 criteria. All individuals in the audience enter the journey and follow its steps. For this example, create an audience targeting customers living in Atlanta, San Francisco, or Seattle and born after 1980.
An audience represents a group of individuals defined by specific attributes such as location or demographics. Audiences enable you to craft journeys for targeted customer groups.
For more details on audiences, refer to this page.
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From the CUSTOMER menu section, select Audiences.
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Click the Create audience button located at the top right of the audience list.
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In the Audience properties pane, enter a name for the audience.
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Drag and drop the required fields from the left pane into the center workspace and configure them as needed. For this example, use the City and Birth year attributes.
Example configuration:
- City: Atlanta, San Francisco, Seattle
- Birth year: Greater than 1980
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Click Save.
The audience is now created and ready for use in your journey. Using a Read Audience activity, include all individuals from this audience in the journey.
Configure the event
Set up an event to trigger the journey whenever a customer makes a purchase. When the journey receives this event, it sends a 鈥渢hank you鈥 message.
Events reflect customer actions, such as making a purchase or opening an email. Configuring events allows the journey to respond to these actions in real time.
For this use case, configure a rule-based event. For more details on events, refer to this page.
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In the ADMINISTRATION menu section, select Configurations, then click Events. Click Create event to create a new event.
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Enter the name of your event.
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In the Event ID type field, select Rule Based.
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Define the Schema and payload Fields. Include fields such as the product purchased, purchase date, and purchase ID.
Example:
- Product purchased: 鈥淟aptop鈥
- Purchase date: 鈥2023-10-01鈥
- Purchase ID: 鈥淎12345鈥
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In the Event ID condition field, define the condition the system uses to identify events that trigger the journey. For example, add a
purchaseMessagefield and define this rule:purchaseMessage="thank you". -
Define the Namespace and Profile Identifier.
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Click Save.
The event is now configured and ready for use in your journey. Using the corresponding event activity, trigger actions whenever a customer makes a purchase.
Design the journey
With the audience and event configured, design the journey to manage customer communications based on their behaviors.
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Start the journey with a Read Audience activity. Select the previously created audience. All individuals in the audience enter the journey.
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Add an Email action activity and define the content of the 鈥渇irst message鈥. This message is sent to all individuals in the journey. Refer to this section for instructions on configuring and designing an email.
Example: 鈥淲elcome to our store! Check out our latest offers.鈥
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Add a Reaction event and select Email opened. This event is triggered when an individual in the audience opens the email.
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Check the Define the event timeout box, specify a duration (1 day in this example), and check Set a timeout path. This creates a separate path for individuals who do not open the email within the specified time.
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In the timeout path, add an Email action activity and define the content of the 鈥渇ollow-up鈥 message. This message is sent to individuals who do not open the first email within the next day. Refer to this section for guidance on email configuration and design.
Example: 鈥淲e noticed you haven鈥檛 opened our last email. Here鈥檚 another chance to explore our offers!鈥
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In the first path, add the previously configured purchase event. This event is triggered when an individual makes a purchase.
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Add a Push action activity after the purchase event and define the content of the 鈥渢hank you鈥 message. Refer to this section for instructions on configuring and designing a push notification.
Example: 鈥淭hank you for your purchase! Enjoy your new product.鈥
Test and publish the journey
Testing and publishing ensure the journey works as intended and is ready to engage customers.
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Verify that the journey is valid and free of errors before testing.
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Click the Test toggle, located in the top right corner, to activate test mode. Refer to this section to learn how to use test mode.
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Once the journey is ready, publish it using the Publish button, located in the top right corner.