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Workflows in Customer Journey

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Posted on by Fatouma

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Hi !

I would like to set up a customer journey with emails sent according to the status of the opportunity of my contact.

Is it possible to integrate workflows into the customer journey that would trigger the sending of the following email depending on the status of my contact's opportunity?

Moreover, can the if / then condition be configured after a workflow to stop a customer journey for the contact that no longer meets the criteria for sending emails?

Thank you for your precious help.

Regards.

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Nya 29,060 on at

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Hi, Fa

Workflow is not required if you just need to send emails to contacts with a specific status opportunity.

Go to Settings > Dataset configuration and tick the Opportunity entity in the list. Publish changes.

Create a Dynamic Segment with the Opportunity status you need as a condition.

Set the segment as the audience after going live it.

Select an email you need to send.

It will not send emails to the contacts who don’t meet the criteria.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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Fatouma 210 on at

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Hi Nya,

Thank for your response.

The workflows will be set up after sending the 1st email, therefore during the customer journey.

My questions concern actions after sending the first email.

Do you know if this is possible?

Thanks for your help.

Kind regards.

Fa

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Nya 29,060 on at

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Hi Fa,

It is true that Workflow can be placed after the sending email of a Customer Journey.

My problem is that I don't know exactly what your Workflow is used for. My understanding is that this Workflow will change the status of certain Opportunities and you’d like to send emails by determining the status of the opportunities through if/ then.

If my understanding is correct, you’d better create a swim lane in the Customer Journey.

Set the segment which filters the contacts with certain opportunity status as the audience of the second swim lane.

Add a “Wait for” or “Wait until” after the audience. Make sure you wait until your workflow can finish handling a process.

So that your following email can be placed at the end of the second swim lane.

The above Customer Journey can send follow-up emails to eligible contacts after your Workflow has finished processing the data.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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Fatouma 210 on at

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Hi Nya,

Thank you for your response.

The workflows will be used to check the status of the opportunities in order to be able to send the corresponding emails.

Kind regards.

Fa

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Nya 29,060 on at

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Hi Fa,

Then you can just delete the workflow in my answer for the segment in the second swim lane can check the status of the opportunities.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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Fatouma 210 on at

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Hi Nya,

Thank you for your response.

Regarding my 2nd question is this possible or not?

"Moreover, can the if / then condition be configured after a workflow to stop a customer journey for the contact that no longer meets the criteria for sending emails?"

Regards,

Fa

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Nya 29,060 on at

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Hi Fa,

If according to my answer there is no need to set Workflow, so if/then also do not need to be added to the Customer Journey, this segment will automatically filter the eligible contacts.

If you have to use Workflow for this, you need to change some factors in Workflow that can be used for If/then judgments.

If/then can judge some of the actions of the Email and the elements it contains.

So change them in your workflow so that they can be involved in subsequent if/then judgments. But it is not recommended

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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