Audience Field Changes

Journeys with audience field changes as the starting point gets launched as soon as their is a change in the customer detail, opted at the time of creating the journey. Tap below to learn about all the journeys:

Different Audience Field

• System Attributes: These are predefined attributes such as First name, Last name, Email, WhatsApp opted, Address, City, State, Zip code and Country.

• Custom Attributes: These are attributes that you define and assign to each user, such as as preferences, etc.

• User Tags: These are labels that you assign to each user based on their behavior, such as interested, loyal customer, etc.

• Conversation Labels: These are labels that you assign to each conversation based on its topic, status, priority, etc.

Scenario

Let’s say you have a custom attribute called subscription_plan that indicates the type of plan that each user has subscribed to, such as free, basic, or premium. You can use this attribute to create a journey that sends messages to users based on their plan.

Explanation: You can create a journey that triggers when a user’s subscription_plan changes from free to basic. The journey can send a welcome message to the user, thanking them for upgrading their plan and informing them about the benefits and features of the basic plan.

After some time, say 10-20 hours, you suggest they upgrade to the premium plan, offering a lucrative discount.

How can you create the above scenario in the journey?

Creating Business Initiated Journey Via Audience Field Change

1. Select Audience Field Change under Business Initiated Journey.

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1. Select A Field

Select a field from the drop-down on which the journey gets started.

As per the described scenario custom attribute gets changed, so we select custom attribute>subscription_plan. If you want to create a custom attribute, tap here.

Audience field journey gets triggered only when listed attributes are added or modified, not when removed.

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1. Choose a message template that when sent to the customers and if they respond with the desired reply, they are directed to the journey flow.

For the scenario above, we have a template called 'Subscription change,' we select that. Tap below to see the sample template:

Sample Template

Header:🔔 Subscription Plan Update 🔔

Dear {{Customer Name}},

We hope this message finds you well. We wanted to inform you that your subscription plan has successfully been changed from free to basic with {{Your Company Name}}.

Button: Learn More

If you don't have a template, tap here to create.

It's recommended to create templates with button replies to ease down the process of conversation and AI can match the intent clearly to initiate the journey flow.

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1. Once you have opted for a template with ‘quick replies’, its preview will be displayed on the right side of the screen (If not, tap the 'edit' button beside the template drop-down). You can set attributes for the dynamic variables in the template.

Here we want to address the users with their first name so we select User Attributes>first name and for company name we have a custom attribute so we select that.

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You will get option to set attributes only if your template has dynamic variables.

Attributes selected replaces the dynamic variable {{ }} in the template. There are many attributes you can choose as per your needs and wants.

• Tap ‘Save’ templates.

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1. Enter an attribute name. This is where the user response gets saved, which decides whether the journey will continue or terminate.

For the time being, let's name our attribute as User Message.

This is where the journey flow starts based on the user response to the template sent above.

We will use different cards like display cards, rules cards, utility cards and plugin cards to create the journey.

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1. Creating Journey Flow

We already have the template that informs customer about the plan changed with a button 'Learn more'. To inform users about the plan details on tapping the button on the template. We start by adding:

• Run-If Card

We add attributes as 'User Message' (taken above), select the condition 'Is' and enter the value as 'Learn More.'

What will this run-if card do?

When the flow moves to the run-if card, it checks what the user has replied to the template, and if the response stored in the attribute is the same as the value entered in the card, the flow moves to the next card.

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Here, if the user taps on the template button 'Learn More', the flow moves to the next card in the flow.

We now add an list message card to send the subscription details.

• List Message Card

We now add a list message card that includes information about the subscription details.

In the section name, you can add the plan type, such as basic, premium, and more. In the row title, you can add the features that come along with the plan.

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The final thing we want to do is to send a discount offer for the premium plan but after 10-20 hours. For the same we add:

• Time Delay Card

Drag and drop time delay card; enter the value as 20 and choose hours from drop down. This will pause the journey, i.e. cards below this will not run for 20 hours.

• Interactive Message Card

We now add a interactive message card with body message as:

Enjoying basic plan; unlock more features in Premium plan. Switch now to get 10% off.

Choose the button type as CTA URL, label the button name as 'Switch to premium plan', and add the link that redirects to the website page to purchase the plan.

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• End Conversation Card

We finally add an end conversation card to end the journey.

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Cards placed after end conversation card will not run.

How does the above journey work?

When their is a change in the subscription plan (custom attribute)of a customer, he/she enter the journey and the template is sent.

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Now, when the customer taps on the template button (Learn more), their response gets saved and is then matched with the value in the run-if card. If it matches, the next list message card is sent with the subscription details.

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After this, the journey pauses for 20 hours, and then automatically, the flow moves to an interactive card, which is sent to customers offering a discount of 10% on premium pln.

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The conversation ends automatically and gets closed as soon as the interactive message card is sent to the customers, as the flow moves to the end conversation card.