Start with Triggers ⚡

The trigger is the starting point of your customer journeys and the first component that you should create in your workflow. The trigger allows you to enroll only specific users in your journeys. Triggers are the initial filter condition. If a user matches the trigger criteria, he will start that workflow and will be part of the customer journey you designed.

What are the enrollment criteria?

The trigger criteria are a combination of conditions on both properties and/or customer events. You can decide which users are allowed to enter your workflow by properties and events.

➡ Only active workflow can enroll users

➡ Users can enroll any given workflow only once

➡ Users must be part of a segment

➡ Anonymous users can be enrolled in a workflow as long as they are part of a segment

How do you create a trigger?

A trigger is the application of a segment’s conditions to a workflow. When creating a trigger, you specify a segment you’ve already created in the Segments’ area.

alt shadow-trigger-config

How does a trigger work?

A trigger will enroll known users or anonymous users who match the given criteria from the moment you activate the workflow.

Here are some examples of how it works:

When you activate a Workflow ▶️

Imagine that you have created a segment to group users who share a specific property. In this case the property is green.

You want to enroll only users who have the green property set as true in their profiles.

  • At the time t0, you already have 4 users with the property green in their profile. Those users are marked with green dots.

  • At the time t2, when you activate the workflow, the existing users in your customer base will not be included.

  • At the time t3, something new happens and 2 other green users who join the customer base will be included and will enter my workflow.

💡 The users who match the trigger conditions at the moment the workflow gets activated don’t enroll.

alt property-based-wf

As you can see, your initial 4 green users will not be enrolled in the workflow as they already matched the entering criteria.

After you activated the workflow, every new green user will match the trigger criteria and will be enrolled in the workflow.

Event-based trigger conditions ⚡

In the scenario we just analyzed, the segment on which the trigger configured is property based. (green is a customer’s property).

When your filter condition is also based on user events, it’s important to know that we also consider the user’s historical data.

Let’s frame this a bit better with the following example:

You want to create a workflow that sends a special thank you postcard when a customer invites at least 3 friends. This translates into a segment where the user performs at least 3 events of referral_invitation.

alt evemt-based-wf

At the time t2 when you activate the workflow, your customer has already performed the event of referral_invitation 2 times.

At the time t3 after you have activated the workflow, the user performs the referral_invitation events for the third time. Even though this is the first referral_invitation since you’ve activated the workflow, it is the third event if you consider the full history of the user’s activity.

For this reason, the user will be included in the workflow.

When you pause a workflow ⏸

You can pause and activate a workflow whenever you want.

Over that period of time, the users in the workflow will not receive further actions and new users cannot be enrolled in your workflow.

Once you reactivate a workflow that was previously paused, you will enroll users who match the filter conditions during the period that the workflow was paused.

alt paused-wf

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