The automated journey is an extension of marketing automation, designed to trigger personalized journeys based on user tags and website behavior. It sends the right message at the right time to the right person, facilitating brand activities across multiple scenarios.
Super 8 introduces MA automated journeys specifically for five platforms: LINE Official Accounts, Facebook Fan Pages, Instagram Fan Pages, LIVE Chat (own official website),and WhatsApp. Let's take a look at how to set it up!
Key Points:
Journey data
Ending a journey
Journey branches → Click here for more
Scenario applications of automated journeys → Click here for more
1. Adding a Journey
After activation, select "Automated Journey" from the right-side menu and click "Add Journey." Super 8 provides ten types of automated journey modules, making it easier for brands to design activities suitable for their brand based on scripts.
For an advanced understanding of GA event journey settings, refer to this article: GA4 Automated Remarketing
Step 1. Basic Settings:
Pay special attention to the "Sending Platform." If selecting "LINE Customer," you can customize the message limit.
Journey Cost: Here are the LINE OA charging methods:
Reply: The journey's start point could be "Keyword Triggered," "Friend Added," "Friend Blocked," connecting without waiting time for an immediate reply, classified as a reply message and not included in paid messages.
Push: Start points like "Tag," "Triggered by another process," "GA Event," "Waiting time for message reply" are all automatically sent by the system, classified as proactive messages, and will consume LINE OA message quota.
For example, if the sending platform is "LINE Customer" and the journey's trigger condition is "Keyword," followed by a message set to send after a waiting time of five minutes, it's considered a proactive message and will incur a message cost.
Reminder:
Automated journey does not have a manual activation option. If immediate execution is needed, set the current time in "Journey Period."
Step 2. Journey Settings:
You'll see a journey tree diagram, starting with setting up "Trigger Conditions." For LINE as the sending platform, there are six trigger conditions.
The six conditions are: 1. Friend Added, 2. Friend Unblocked, 3. Tag, 4. Keyword, 5. Triggered by another process, 6. GA Event.
Reminder:
"Messenger Customer" and "Instagram Customer" won't have the "Friend Unblocked" trigger option due to the fan pages not having a friend blocking feature.
Step 3. Trigger Conditions:
Demonstration starts with keyword trigger.
Step 4. Sending Messages:
After setting up the trigger, click the "+" to choose the first journey message and the time interval to wait.
Note: A "month" is defined as 30 days in waiting intervals.
The message content format can refer to Card Format, similar to mass messaging and chatbots, also supporting Predefined Reply Templates.
Here, an option card is demonstrated (similar to mass messaging, a maximum of five messages can be pushed at once).
Next, add the second journey message, this time setting a group of text messages.
Step 5. Preview:
To overview your settings, click "Preview" in the upper right corner.
Confirm your settings and save to start immediately if "Journey Period" is set to the current time.
You can edit the journey anytime before it starts.
For ongoing journeys, only the custom message limit for "LINE Customers" can be edited.
2. Actual Scenario:
The user inputs "I want to start the journey," waits 5 minutes, automatically pushes the "Continue Journey" card, and after another 5 minutes, pushes the "Journey Ended" text.
Reminder:
In the demo, clicking the "Continue Journey" card is not a trigger. After the initial trigger, the only condition for subsequent journey messages is waiting time.
The automated journey is designed to automatically send messages at set intervals after being triggered by the customer, aiming for engagement/marketing purposes. The demonstration sets up only two journey messages, but you can continue adding or reducing messages based on different scenarios.
Setting up a Triggered by Another Automated Journey:
First, create a journey (let's call it Journey B) with the trigger condition "Triggered by another process" and select "Triggered by another automated journey."
Then create another journey (let's call it Journey A). In Journey A's "+" menu, you'll find an option "Behavior Setup." Choose "Behavior Setup," and you'll be able to select the automated journey (Journey B) you want to link to.
3. Journey Data
Journey List: After starting, you can check the journey's data status at any time. The page provides a quick view of message usage, number of triggered users, etc. Clicking on a template blank area enters a more comprehensive data page.
Message Effectiveness: The journey data page offers a detailed view of each journey's completion rate to the end. Each journey can also be clicked on "Message Effectiveness" to view a page similar to mass messaging data. (Message effectiveness is an add-on plan, contact Super 8 sales if needed.)
4. Ending a Journey
Journey termination is categorized into three types:
Journey Period End: The journey reaches its end date, temporarily stopping triggers at the start point. Customers already triggered (in the midst of a journey) will continue their journey.
Terminate Journey: This action not only stops the journey from being triggered but also terminates any ongoing journeys for customers already triggered. Once terminated, it cannot be restarted.
Pause Trigger: Stops the journey start point from being triggered. Customers already triggered will continue their journey.
This completes the tutorial on Marketing Automation's automated journey.
We hope this article will help you!
If you have any related questions, feel free to ask online customer service specialists through the 「Customer Chat Plugin」 at the bottom right of the Super 8 web console.
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