Scenarios

Scenarios automate and simplify communication with the customer at every stage of his or her life cycle, from registering in your online store or signing up for your newsletter, to conversion and beyond. 

Scenarios – statuses and marketing metrics 

Scenarios are available in the Automation section, under the Scenarios subsection in the side panel. Here you’ll find a set of scenario statistics and the content used in them:

• Scenarios – contains a list of all scenarios by category: all, drafts, active, stopped, deleted.
• Email content – displays emails used in scenarios.
• SMS content – displays SMS messages used in scenarios.
• Web push content – displays web push notifications used in scenarios.

Custom events – displays custom events you’ve created.

In the Scenario list table, we display them according to the following statuses: 

• All – A collection of all saved scenarios. 
• Drafts – All scenarios being currently built. You can preview, activate, edit, duplicate and remove your scenario drafts from this list. 
• Active – Scenarios that are in use. You can preview individual scenarios, check their statistics, pause, duplicate or delete them. You cannot do is to edit them. 
• Stopped – All your stopped scenarios. Here you can edit and activate them. Be careful with editing as there may be customers who have been added to this scenario but will not be able to complete it after your make your changes. 
• Deleted – Every deleted scenario ends up here. You can restore it to the table it was removed from at any time.

Marketing metrics:

• Revenue – in account currency; revenue generated by the scenario.
• Entered – number of people who met the starting point conditions and entered the scenario path.
• Inside – number of users currently in the scenario.
• Removed – number of users who stopped meeting scenario conditions before reaching the endpoint.
• Finished – number of users who successfully went through the entire scenario.
• Sent – number of emails, SMS, or web push notifications sent to customers in the scenario.
• Viewed – number of web push notifications viewed by the customers in the scenario.
• Opened – number of emails opened by customers in the scenario.
• Clicked – number of clicks on links sent in emails, SMS, or web push notifications.
• Bounced – number of SMS and web push notifications that did not reach recipients.
• Unsubscribe – number of customers who opted out of receiving messages.

In each content tab, you can create a message or notification by clicking the Create new content button on the right side of the table.

In the Events table, we display events you’ve created for the Custom events starting point. These are used to record unique actions and activities performed by customers in your online store.

You can create a custom event by clicking the Create new event button on the top-right side of the table.

You can create a custom event by clicking the Create new custom event button on the right side of the table.

For all lists, quick search is available – you’ll find the search window with filtering options above each table.

Create a scenario

In the side menu, find the Automation section, then go to the Scenarios subsection. At the top of the screen, on the right side, click the Create new scenario button.

Choose a start point

Every scenario has a starting point and an endpoint. Between them, you can place any number of stages that the customer will go through. Starting and endpoints are mandatory – the scenario won’t run without them.

The starting point is an action performed by the customer on your website that triggers the scenario. This could be abandoning a cart or signing up for a newsletter. Starting points available in scenarios include:

Main triggers

1. Sign-up – customers will enter the scenario after giving contact consent and matching the selected segment. At this point:
   • You’ll choose all the consents a customer must grant to enter the scenario.
   • You’ll indicate the segment whose conditions the customer must meet. Click Select segment to display the segment list or Create segment to prepare a new one.
2. Repeat on schedule – customers from the selected segment will enter the scenario at specific intervals:
   • Daily – every x days at a specific time or every working day at a specific time.
   • Weekly – on each selected day/days of the week at a specific time.
   • Monthly – every x months on each selected x day at a specific time, or on the first/second/third/fourth/last selected day every x months at a specific time.
   • Cron expression – allows detailed configuration of scenario recurring launch.
   • You’ll also set the date and time when the previously set cycle will start repeating, and choose the segment of customers who will enter the scenario.

3. On date – customers from the selected segment will enter the scenario on a specific day and time. At this point:

• Choose the type of consent given by the customer.
• Indicate the segment they should belong to. Click Select segment to display the segment list or Create segment to prepare a new one.\

4. Custom event – customers from the selected segment will enter the scenario after a custom event is triggered via API. You must define such an event in the platform beforehand. At this point, you’ll also:

• Choose the type of consent the customer must grant to enter the scenario.
• Indicate the segment whose conditions the customer must meet. Click Select segment to display the segment list or Create segment to prepare a new one.

Website activities:

1. Abandoned browse – customers will enter the scenario after they leave e.g. product website without performing any particular action related to the viewed product. We register abandoned browse when customers browse products in your store but don’t add them to the cart.
2. Abandoned cart – customers will enter the scenario after abandoning their cart. We register an abandoned cart when customers add a product to the cart but don’t enter it, or when customers enter the cart but don’t proceed to checkout and place an order.
3. Added to cart – customers will enter the scenario after adding any product to the cart.
4. Order – customers will enter the scenario after placing an order.
5. Price drop – customers will enter the scenario when the price of products they’re interested in drops:
   • In the Website field, indicate the store where the price drop occurs.
   • In the Segment field, indicate the group of customers who will enter the scenario.
   • Next, set conditions regarding customers, such as the price reduction, and the product catalog based on which price drop information is updated in the scenario.
   • In the Price changes by at least section, indicate the minimum reduction value and its type – percentage or amount/currency reduction
     • You can choose one or both conditions. When you choose both, the scenario will trigger when both are met, e.g., product prices drop by 10%, but by no less than 10 USD.
     • The currency in this section corresponds to the main currency set in your store.
   • In the For customers who section, indicate the conditions the customer must meet to enter the scenario and receive price drop information. Choose one of two conditions:
     • Customers have the product: in cart, on wishlist. You can select both options.
     • Customers: viewed the product, added product to cart, added product to a wishlist. You can select all options. Also set the time frame in which customers viewed or added the product – maximum 30 days.
   • In the Check for price changes section, set a schedule for checking price reductions in the product catalog:
     • Daily – how many days the reduction will be checked. You can set a range from 1 to a maximum of 31 days.
     • Weekly – reduction will be checked weekly on the selected day(s) of the week. You can choose one or multiple days.
     • In the next field, set the time when price reduction checks will start.
   • Optionally, check the Ignore products purchased within last section if you want to exclude customers who have purchased the targeted products. Set the time that must pass by since such a purchase – maximum 30 days.

Enter scenario settings

Give the scenario a name and – optionally – a description. Before moving on to designing the scenario, click the gear icon and set additional options. This will help your scenario work more effectively.

1. Mandatory, in the Duplicates handling option – decide what happens if a customer visiting your site is already included in the scenario and enters it again:
   • Create new instance – the customer is marked as new, appearing in the scenario for the first time. This option is selected by default. It’s worth keeping for order–focused scenarios.
   • Ignore – the customer’s repeated presence in the scenario is ignored. This option won’t work for a customer who has completed the scenario and enters it again.
   • Move to start – the previous information about the customer’s presence in the scenario is removed and replaced with new information.

We recommend selecting the second or third option if you’re implementing an abandoned cart recovery scenario.

2. Optionally, in the Remove from scenario when option – choose when to remove the customer from the scenario. You can select one or both options:
   • Finalized an order – the customer will be removed from the scenario after making a purchase, based on order data.
   • Entering a website – the customer will be removed from the scenario after visiting your website.

Use a scenario template#

Instead of designing a scenario from scratch, you can use ready–made templates that you can freely expand. Templates contain automations related to the most common events in online stores:

• Abandoned cart – templates based on email or web push communication
• Abandoned browse – useful when customers have browsed products in your online store but have not added them to their cart.
• Price drop – scenarios based on favorites list or recently viewed products

If you’re unsure which template to choose, click Preview to find a description of the template’s operation and when it works best.

Design scenario diagram

You’ll see a gray work area where you’ll arrange the scenario.

Choose communication channels and eventsvents 

After selecting the starting point, a list of channels and events for building the scenario will appear.

1. Channels – the way of communicating with the customer when they reach a planned event in the scenario.
   • Send email – an email will be sent. You’ll prepare it from this channel or previously in the Scenarios > Email contents > Create new Content section.
   • Send SMS – an SMS will be sent. In the settings, you’ll add a ready–made message design or create one from scratch. You’ll also set all necessary consents and how to handle customers who have unsubscribed from SMS newsletters.
   • Send web push – a web push notification will be sent to users of the selected site. You can also set how long the notification should be delivered when the user is offline. The maximum period is 72 hours.
2. Events – actions you want to initiate for customers in the scenario.
   • Delay – this action allows a temporary pause in the customer’s progression to the next event. You can set it for a specific time – in minutes, hours, days, working days, and weeks.
   • Segmentation – this action groups customers in the scenario according to previously prepared segments. Each segment creates a separate path in the scenario that can be individually designed by adding channels and events. You can set a maximum of 10 segments. One segment will always be marked as All others – it collects customers who did not enter the other segments.
   • Set customer data – this action allows setting or changing a customer attribute who entered the scenario. Depending on the selected attribute, you can take the following actions:
     • Set to a constant value – sets the field to a constant value, e.g., text, numeric value, true or false flag, such as clothing size, order value. Available for numeric text and boolean fields.
     • Clear value – invalidates the selected attribute.
     • Set to current date – available only for Date type fields.
     • Set to current date & time – available only for Date and Time type fields.
     • Increase by a constant value – increases the field value by a constant, e.g., adds 1 to the number of orders placed by customers. Available only for numeric fields.
     • Decrease by a constant value – reduces the field value by a constant, e.g., subtracts 1 from the number of orders customers can receive a discount on. Available only for numeric fields.

Scenario elements

Event, channel, or trigger settings can be made after adding them to the scenario. Save all changes, otherwise they won’t be included in the scenario.

• To add an element, drag and drop it in the desired location. For the starting point, click the element you want to replace it with.
• To edit an element, click on it. An editing window will appear on the right side. Enter the data and click Save.
• To remove an element, click the trash icon on the element.

Scenario endpoint

The scenario contains one endpoint without additional settings. Like the starting point, the endpoint is essential to launch the scenario, so it is a fixed part of every diagram.

Start the scenario

When the scenario is ready, click Save and start in the top right corner of the screen.

For the scenario to launch, all elements in it must be completed and well–configured, e.g., content must be linked to the Send Email element.

Save as draft allows you to save and edit a started scenario later.

After launching the scenario, counters will start appearing on the diagram at each stage. They indicate how many people have passed that stage and will move to the next.

Sample scenario

You’ll find a description of a basic scenario with tips in the article Create your first scenario.

Scenario statistics

To inspect how your scenario is doing, check the scenario statistics, described in the article: Scenario statistics and email content reports.