Configuring a Journey (EDP)

To configure a Wait step:

1. Within the flowchart depiction of the journey, click a Wait step. 

2. In the left-hand panel, enter a duration.

Note: Optionally, you can disable a Wait step if you want the journey to immediately move to the next step; simply set the wait time duration to zero. 

To configure a Countdown step:

1. Within the flowchart depiction of the Journey, click a Countdown step. 

2. From the left-hand panel, drag and drop the Countdown step into the desired section of the flowchart.

3. Within the flowchart depiction of the Journey, click the Countdown step.

4. In the left-hand panel, enter a duration.

5. From the left-hand panel, click Journey Settings.

6. Under Journey Target Date, select Date, Member, or Activity from the dropdown then Select the corresponding attribute.  

To associate a Campaign with an Action step:

1. Click the desired Send Email, Send Notification, or Send SMS step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step. 

3. To select the desired Campaign, either:

• Enter the Running Campaign ID of the Campaign. The Running Campaign ID is generated when you launch a Campaign, and it can be found within the header bar of the Campaign Details screen in Messaging. Be sure NOT to use the Object ID or the Object Reference ID. 

• Click Select. The Select Campaign pop-up window is displayed. Optionally filter the available Campaigns by name. Select the desired Campaign, then click Select. 

To associate an Offer with a Grant Offer Action step:

1. Click the Grant Offer step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step.

3. To select the desired Offer, either:

• Enter the "internal name" of the Offer. The internal name can be found on the Offer Details screen in Cheetah Loyalty. 

• Click Select. The Select Offer pop-up window is displayed. Optionally filter the available Offers by name and / or status. Select the desired Offer, then click Select.

If a journey fails to engage the consumer, then the platform sets a "lapsed" Attribute within the EDP database to "true." This flag can then be used when building Segments or when targeting Campaigns, to exclude consumers who aren't currently interested. To identify this Attribute:

1. Click the Mark as Lapsed step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step. 

3. To select the desired Attribute, either:

• Enter the "internal name" of the Attribute. The internal name can be found on the People Attributes screen in EDP. 

• Click Select. The Select Member Attributes pop-up window is displayed. Optionally filter the available Attributes by name. Select the desired Attribute, then click Select.

To assign a Notification Code to a Notify Call Center Action step:

1. Click the desired Notify Call Center Action step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step.

3. In the Notification Code field, enter the relevant notification code to send to the call center (e.g., “order-exception”). This code will be included in the communication payload along with the user details and information about the key activity it relates to (like an Order Placed Activity).

Custom Actions allow you to integrate the journey with third-party services or other features in the Customer Engagement Suite. To successfully use a Custom Action, you will need a Custom Action step in your journey and a Trigger in EDP that performs the desired function.

As an example, let’s say you want to integrate with a third-party system via a webhook. You could configure the Custom Action step in Journey Designer by entering the name of your custom Action Type, such as “send_webhook,” and also an Action Target; this value is typically an identifier needed by the destination system (such as a campaign ID, for example).

When the consumer progresses to the Custom Action step in the journey, the Journey Designer engine will generate a “Journey Activity” record in EDP. You must have a corresponding Trigger configured in EDP to listen for a Journey Activity record where the Action Type is equal to “send_webhook.”

The platform will then execute this Trigger, and perform whatever action has been defined within the Trigger, such as sending a webhook payload to an external endpoint. The payload will include user details, as well as the value defined in the Action Target.

1. Within the journey flowchart, click the Custom Action step.

2. In the left-hand panel, in the Name field, enter a label for this step. 

3. In the Action Type field, enter the internal name of the action. 

4. In the Action Target field, enter a value that gets passed to the destination system, such as an identifier.

To configure a Decision step:

1. Click the Decision step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step.

3. To select the desired Segment(s), either:

• Enter one or more "internal names" of the desired Segments, separated by commas. The internal name can be found on the Segment Details screen in EDP. 

• Click Select. The Select Segment pop-up window is displayed. Optionally filter the available Segments by name, status, and / or type. Select one or more Segments, then click Select.

4. Enter the Internal Name of the desired Segment. The Internal Name can be found on the Segment Details screen in EDP. Click the Edit icon to display the Edit Segment pop-up window; the Internal Name is listed within this pop-up window. 

An A / B Split step allows you to randomly split consumers into different groups, with the intent of testing different contact strategies, message content, and so forth. You can define two or three different splits, and you can determine the size of each split (by percentage). 

To configure an A / B Split step:

1. Click the A / B Split step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step.

To define the percentages for each split, you must first create a minimum of two, and a maximum of three, output connectors from the A / B Split step.

1. Click an output connector from the A / B Split step. The connector changes to a blue dashed line to indicate that it's selected. The Step Connection pane is displayed.

2. Within the Traffic section of the Step Connection pane, use the slider to set a percentage for this split (between 0 and 100%). Optionally, you can type in the desired value instead of using the slider.

By default, the platform will adjust the percentages of the other connector(s) based on the value you entered above. For example, if you have two output connectors, and you define the first one to be 35%, the platform will automatically assign the second one to be 65%, so that the percentages add up to 100%. 

As another example, if you have three output connectors, and you define the first one to be 50%, the platform will evenly adjust the other two splits to be 25% each. This default setting may be undesirable, as you may want to enter custom percentages for the three different connectors. In that case, after entering the desired percentage, click the lock icon next to the percentage value; the platform will no longer automatically adjust the percentage for this connector based on values assigned to the other connectors. Once you enter the percentage for the second connector, the platform will automatically calcuate the third connector so that the percentages add up to 100%. 

An Advanced Decision step allows you to split consumers into two paths based on Attributes and logical conditions contained within an expression. If the expression resolves to "true" for a consumer, they progress down the "True" path; conversely, if the expression resolves to "false," they progress down the "False" path. This step type is mainly intended for simple decision logic that doesn't require the overhead of building and publishing a Segment.  

To configure an Advanced Decision step:

1. Click the Advanced Decision step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step.

3. In the Expression field, enter the desired expression. Optionally, click help to view the Expression Guide. 

4. Optionally, to validate your expression, click validate. If the expression is invalid, an error message is displayed. Revise the expression to correct the error. 

An Exit step removes a consumer from the journey, and records the results. A journey must have at least one Exit step, but optionally more than one. If the journey has multiple tracks within it, each track will have its own Exit step.

Exit steps can be categorized as "positive," "neutral," or "negative" based on the consumer's actions during the course of the journey. For example, in the Post Purchase journey, if the consumer enters a positive review of the purchased item, the journey ends with a "positive" categorization. Conversely, if the consumer enters a negative review, the journey ends with a "negative" categorization. These categorizations are captured for reporting purposes (see Journey Metrics for more details). 

In addition, an Exit step will instruct the Engagement Data Platform (EDP) to record that a specified Event has occurred. This Event can be used within EDP for further processing, reporting, or targeting purposes. 

Note: If you author a journey with a custom Exit step, it will likely require the creation and configuration of an Event Type within EDP. Your Services team can assist you with this process.

To configure an Exit step:

1. Click the Exit step within the flowchart depiction of the journey. 

2. In the left-hand panel, in the Name field, enter a label for this step.

3. From the Outcome Type drop-down menu, select a categorization for this Exit step -- Positive, Neutral, or Negative. The platform updates the color of the step icon within the flowchart to depict this outcome categorization (green for Positive, purple for Neutral, or red for Negative).

4. In the Outcome Label field, enter a label for this outcome which can be displayed in platform reports.