Create Journeys

Just as you run campaigns when a Hubspot contact is created, you can start a journey. There are prerequisites that you need to adhere to for the proper working of the journey created.

Purpose Of Creating Journeys Based On Hubspot Events

You can launch a journey as soon as a new customer is added to Hubspot. This can be done for various purposes, including:

  • Assign tags

  • Add conversation labels

  • Add to segment

  • Sell them products and more.

However, the ultimate goal, i.e., what your journey purpose is, depends on situations like where you get the lead from, what action the user performed there, and more.

Scenarios
  1. E-commerce: A customer signs up for a newsletter on the business’s website. The business can create a journey that sends a welcome message to the customer and design a flow that subscribe customer to a segment that regularly update customer about the newsletter.

  2. Healthcare: A patient fills out a form on the hospital website to request an appointment. The business can create a journey that sends a confirmation message with the appointment details to the customer on WhatsApp.

  3. Real estate: A potential homebuyer fills out a form on the real estate website to request more information about a property. The business can create a journey that asks for some inputs or users interest and handoff the conversation to a agent.

  4. Education: A student fills out a form on the university website to request more information about a program. The business can create a journey that sends a template to student and guide him to complete the goal as designed.

  5. Finance: A customer fills out a form on the bank website to apply for a credit card. The business can create a journey that sends a confirmation message to the customer that their credit card has been applied.

For all the above mention scenarios the customer are added to the Hubspot and as soon as the same is reflected in Chatman, the journey gets started.

Create Journeys Based On Hubspot Event

Suppose you're in an e-commerce business. A customer logged into your site, scrolled down the products, added one to your cart, and left. So, you can add that customer to Hubspot and design an associated journey that reminds them about the added product, simultaneously persuading them to make the purchase.

How can you design the journey?

Before you follow the steps below for the same, make sure you know how to add contacts in Hubspot?

  1. Tap 'Create Journey'

  • Navigate to the 'Journey' page and click on "Create Journey" to initiate the process.

  1. Journey Name

  • A pop-up will appear prompting you to enter a relevant journey name.

  • Provide a descriptive name for easy identification.

Here a relevant journey name as per the scenario taken is hubspot_customer_created.

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  1. Click 'Create Journey’

  • After entering the journey name, click on the "Create Journey" button to proceed.

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  1. Choose Journey Type

  • Under business initiated journey, tap ‘Custom Event.’

  1. Select An Event

Select Hubspot>hubspot_customer_created. This will define that the journey gets triggered/starts as soon as a customer is added to Hubspot.

Events

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  1. Choose Templates

  • Choose a message template that, when sent to the customers on the trigger of the event and if they respond with the desired reply, gets directed to the journey flow.

For the above scenario, we created a template called 'cart reminder.'

Templates with button replies are recommended to ease down the process of conversation and AI can match the intent clearly to initiate the journey flow.

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  1. Preview and Save Template

  • 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 ‘header’ and ‘footer’.

To better address the customer, for the header and body, we choose ‘first name’ under ‘user attributes.

The Set attribute open appears only if you have created templates with dynamic fields.

There are many attributes you can choose as per your needs and wants.

Attributes selected, replaces the {{ " "}} in the template. In this case, it replaces the {{ }} in 'header' with the first and last name in the body.

  • Tap ‘Save’ templates.

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  1. Enter Attribute

This is where the user response gets saved, which decides whether the journey will continue or terminate. Let's say we make an attribute as 'save response'.

Suppose we have two buttons in the template, 'Purchase Now' and 'Will do later.'

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  1. Creating the Journey Flow

  • 1st Run-If Card

We first add a run-if card for all those audiences who tap/select 'Will do later' in the template. For the same, we enter the attribute as 'save response', select 'Is', and enter the value as Will do later.

  • Send Template Card

We now add a template card with a CTA 'Grab Now' that offers all those customers a 10% discount on the product in their card.

  • 2nd Run-If Card

We again add a second run-if card with the attribute 'save response' and the conditional logic 'Is' and the value as 'Purchase Now' for all those customers who tap purchase in the template sent in step 6.

  • Single Product Catalog Card

We now add a single product catalog with the same product as in their cart with attractive message to persuade them to view the product and ultimately make the purchase.

  • End Conversation Card

Finally we add a end conversation card that ends the journey for the customers.

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