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Overview

Campaign steps define which messages customers receive after meeting an entry condition, when they receive them, and in what order. This page explains how to create or revise the whole sequence in chat and configure individual blocks in the canvas. You can create and revise campaign steps in the following two ways.

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Create and Revise Steps in Chat

Ask the agent in chat when you are creating an entire campaign or making several changes together. Start by describing the goal, target customers, and what you want to send. If information is missing, the agent asks about entry conditions and timing. For example, to create a campaign for newly signed-up customers, ask:
To change created campaign steps, describe the location and the change you want.
After the agent updates the campaign, review whether messages, wait times, branch conditions, and endpoints match your intent. Open an individual step in the canvas when you need a more detailed adjustment.

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Set Entry Conditions with Triggers

A Trigger is what starts work for a customer. Set who moves to the first step and what needs to happen for them to enter the campaign. You can currently choose from the following seven triggers. Selecting a trigger that starts the campaign For example, for guidance to newly signed-up customers, start the campaign when you receive a New sign-up event or when the customer starts matching a Within 7 days of sign-up segment. When you use an event, you also need to configure your website or app to send the same event name.

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Deliver a Message

Message steps set the channel and content delivered to customers. You can add the following five message types. Open Add step to select the message channel from the list. Adding email, SMS, in-app, direct message, or push notification steps to a campaign For email, select a saved template or create a new template from the send-email step. Create and Edit Email Templates explains how to create templates and use merge tags.

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Adjust Sending Timing

Add a Wait step to control when or under what condition the campaign moves to the next message. You can configure the following four wait methods. In Wait under Add step, choose a time delay, time window, or wait-until condition. Configure optimal time after you add a Wait step. Adding Wait, Time window, or Wait until steps to a campaign For example, send the first email immediately after sign-up, then add a 3 days delay before the second email. Add a wait-until condition for Initial setup completed before the second email to send customers who complete setup to the goal and those who do not complete it by the deadline to the next guidance.

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Change the Path Based on Conditions

Condition steps change the next action based on a customer’s information or behavior. The following four blocks can change the path. When you select Branch, the canvas separates the paths for customers who match the condition and those who do not. Setting a customer-data condition and branching to matching and non-matching paths For example, branch based on whether the Initial setup completed event occurred and move customers who completed setup to the goal. Send the next guidance to customers who have not completed setup, then move them to End after the planned number of messages.

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Update Customer Data and Connect External Services

An Action adds work that updates customer data or triggers an external service. You can choose from the following eleven actions. Select an Action step to choose the customer-data operation from the list. Choosing actions such as adjusting a lead score or adding a tag Set an execution condition on an action to perform it only for customers who meet that condition.

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Choose Between Goal and End

Connect every path to Goal, which counts as a result, or End, which does not. The two endpoints handle customers differently. Adding and configuring a Goal in campaign steps For example, in a campaign that encourages a purchase, connect customers who purchase to Goal and customers who do not purchase by the end of the guidance period to End.

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Edit Steps in the Canvas

Use the canvas labeled Flowchart to change individual steps created by the agent. Edit in the canvas in the following six steps. When complete, you can save or approve the changed steps.
  1. Open Flowchart in the campaign canvas.
  2. Select the trigger or step you want to change.
  3. When needed, use Add step to add a message, wait, condition, action, or another step.
  4. Open each step and configure its content or conditions.
  5. Connect every branched path to another step, Goal, or End.
  6. Review the full sequence and save it.
Adding message, wait, condition, and other steps in Flowchart

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Configure Segments and Events

Use Segments & Events to configure the target customer group and the actions used as entry conditions or goals. You can perform the following actions on this screen.
  • Set an existing segment as the campaign audience.
  • Create a new segment.
  • Create or save an event to use.
  • View an event’s code and most recent received time.
  • Ask the agent to create a GitHub pull request that adds activity-tracking code to your website.
Configuring an event to use in a campaign trigger When the agent creates a new segment or event, review the conditions or event name before approving it.

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Fix Incomplete Steps and Paths

Before saving or starting, fix steps with missing configuration and paths that do not reach an endpoint. The following five issues commonly require a fix.
  • A trigger is not configured.
  • Email or notification content is not configured.
  • A wait time or branch condition has no value.
  • A path after a branch does not connect to the next step.
  • A path remains without a Goal or End.
The canvas displays incomplete areas. Complete every path before saving or approving.

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Edit a Running Campaign

You cannot edit the steps in a running campaign, so customers already in progress do not receive a different configuration partway through. Make changes in the following six steps. When you resume after saving, the campaign proceeds with the changed steps.
  1. Open the campaign from Campaigns on the Agents screen.
  2. Pause the campaign.
  3. In Settings, select Edit for Campaign steps.
  4. Ask for changes in chat or change individual steps in the canvas.
  5. Select Save.
  6. Review the changes and start the campaign again.
If you close the screen without saving, you are asked whether to discard the changes. Return to the screen and select Save to continue editing. The following pages explain how to configure customer data, email, senders, and pre-start testing.