If you want to set up automated communication flows you can use workflows. A workflow can be helpful if you want to sent out campaigns that are triggered by an event. For example: sent out three welcome e-mails for every new registration.
You can start with workflows by clicking on Workflows on the side-bar. Hit the Add button in the top right corner to start a new workflow
When first opening Workflows you will just see a white screen with the Add button in the top right corner. When finishing you first workflow, it will appear here.
Next you can set up the Workflow. If you want to use e-mail as a action, make sure you've set up triggered Email campaigns.
- First give your workflow a name
- Triggers When: When do you want the workflow to be activated?
- When a profile is added to a segment: When an activity of a profile causes the profile to meet segment criteria, a workflow can start. triggers are always future based events, this mean that profiles already in the segment won't get the workflow.
- When a profile is removed from a segment: When an activity of a profile causes the profile to not meet criteria of a segment any more. for example: we have a segment: "has not made a payment" and then the customer buys something and a payment-event comes into CM Data. The profile falls out of the segment so a workflow can be triggered.
- When an event is added: When a profile has a new event (activity) the workflow is triggered. If you choose this option a new option appears. If you check the box Filter specific property you get two new fields. Enter the property that you want to filter on and add a value. For example: if you want to trigger a workflow when a profile buys a ticket, you can specify the event by selecting the event_name.
- The field in step three depends on the trigger you set up. When you want to trigger a segment you have to fill in the segment name. If you want to trigger an event, you'll have to set up the event type (activity).
- Consent is important when sending out workflows. With this field you can obey to the GDPR rules. when selecting "-" like in the example, you explicitly don't take the consent rules into account.
- Add a goal for your workflow. a goal could be "bought a product". so after the workflow is done, you'll know the percentage of success (conversion).
- By checking this box a workflow can be stopped before all steps are taken. for example: when you have a workflow with three e-mails to stimulate customers to buy a ticket to a festival. After the first e-mail a customer buys a ticket. Then it is not necessary to keep sending hin the second and third e-mail. So when checking this box, this won't happen for tht customer.
- Click Add step and start the configurations of you first step. Choose an action from the drop down menu
- Wait: a wait is a pause in between communications. For example if you have two e-mails you want to sent, you can add a wait of a day in between so the customer isn't spammed with two e-mails right after each other.
- Http Call: A Http Call is the most extended action and can be set up to do a number of things. With a POST you can for example sent information from CM Data to another System. Think of a trigger that requires an action from an account manager. The workflow with Http call can POST this to a CRM system. Also SMS Campaigns are possible with a Http Call. Want to know more about SMS campaigns in a workflow? please contact your CM.com contact person.
- Send email: the most common use of workflows is setting up a e-mail flow. E-mail flows are one or more triggered e-mail campaigns in a row. Make sure your triggered e-mail campaigns are set-up, reviewed and active before making a workflow.
For Email property, choose the field name that represents an Email Address in your account. Next choose the email campaign you want to use for this step. Only the email campaigns set-up as triggered and active are shown in the drop down menu. If you've used Merge tags in your email campaign then these will be shown in the step. Choose the fields that the merge tags represent. In the Default option you can fill in a default value for when the field is empty. If you want the default option to be blank, use a space.
- You can add as many steps as you want. Don't forget to use wait steps to prevent spamming.
- Click on Save and the workflow is directly active.
- TIP: go can also disable a workflow. When creating a workflow for the first time, you might be unsure and want to check it again before going live. This is possible by sliding the enabled/disabled button.