Journey (Add-On Module)

Initiate automated personalized interactive journeys base on a customer's data.

Previous Feature Name: Customer Journey

Journey List

1. Add Journey: Create a new personalized journey.

2. Name: Set the name of the journey.

3. Trigger Type: Define the conditions that trigger the journey.

4. Start Time: Choose between permanent activation or scheduling.

5. Status: Draft, In Progress, Scheduled, Trigger Closed, Journey Stopped, Journey Ended.

1. Draft: You can make changes if a journey is not yet published, including changing trigger conditions and deleting nodes.

2. In Progress: The journey is active. In this state, you cannot modify the target channels or activation time, but you can edit the content within nodes.

3. Scheduled: In this status, you cannot modify the target channels or activation time, but you can edit the content within nodes.

4. Trigger Disabled: In the status, no customer will enter the journey anymore. However, existing customers already in the journey will continue until they finish the entire journey.

5. Journey Stopped: The journey is temporarily paused, and the trigger conditions are deactivated. Customers who are currently in progress will also be stopped from executing.

6. Journey Ended: The journey is in a stopped state, and you cannot modify the "target channels," but you can edit the content within nodes.

1. Action: Different actions can be performed based on the status of the journey. 1. Draft: Edit, Duplicate, Delete. 2. In Progress: View Journey, Close Trigger, Stop Journey, Duplicate. 3. Scheduled: View Journey, Stop Journey, Duplicate, Delete. 4. Trigger Disabled: View Journey, Stop Journey, Duplicate. 5. Journey Stopped: View Journey, Duplicate. 6. Journey Ended: View Journey, Duplicate, Delete.

List of Journey Status Change Reasons:

Reasons for Status Changes	Updated Journey Status	Prompt Message⚠️
When sending LINE messages, there is no available message quota left.	Stopped	LINE channel is unable to send messages; the official account has no available message quota.
When sending WhatsApp messages, the prepaid balance is 0.	Stopped	WhatsApp channel is unable to send messages; the prepaid account balance is 0.
Reached LINE message limit.	Stopped	LINE channel is unable to send messages; the target channel's message limit has been reached.
Reached WhatsApp message limit.	Stopped	WhatsApp channel is unable to send messages; the target channel's message limit has been reached.
The bot module has been deleted.	Stopped	Bot or bot module not found.
WhatsApp message templates have been deleted.	Stopped	WhatsApp message template not found.
Custom attributes are archived, or the data type of custom attributes has been changed.	Stopped	Custom attribute not found or archived, or data type has been changed.
Reached maximum trigger limit.	Trigger Disabled	Journey trigger count has reached the plan limit.

Add Journey

1. Set the start point of the journey.

1. Save: Save the journey to the draft stage.

2. Publish: Publish the journey for formal deployment.

3. Journey Name: Set the name of the journey.

4. Start Time: Choose between permanent activation or scheduling.

5. Do not disturb: During the do not disturb period, customers will not receive messages. If the do not disturb time spans multiple days, it needs to be set in two-time segments. *Example: To set the "Do Not Disturb" period from "23:00 every night to 08:00 the next day", follow the setting below.

6. Limit of the trigger times (for each customer): limit the maximum trigger count per customer.

7. Trigger Condition: When customers meet the conditions, the journey will begin. There are five triggering conditions.

   • Complete Purchase: When a customer completes a purchase.

   • Add Contacts: When a new contact subscribes to the target channels.

   • Enter tag: When a customer has been tagged.

   • Custom Attribute Changes: When a customer's custom attribute has been updated.

   • System Features: When a customer meets conditions in other features. Currenly support feature: Website remarketing.

8. Target Channel:

When target channel selected is LINE or WhatsApp, you can set limit of message.

2. Add Node

There are 4 types of nodes, including Message Node, Time Delay, Segmentation Filters, Add/ Remove Tag. Click「＋」botton to set a node.

1. Message Node

• FB, IG, LINE: Select Chatbot.

• WhatsApp: Select Chatbot and Message Template

1. Select the channel.

2. Select the message type.

3. Select a bot.

2. Time Delay

You can set a day, an hour, and or a minute. At least one field is required, and the value cannot be 0.

System processing for journey message nodes takes approximately 3-5 minutes. To guarantee on-time delivery, please set a minimum delay of 5 minutes before the message node.

3. Segmentation Filters

You can set segmentation conditions based on the following:

• Customer Basic Information: Tags, custom attributes, member ID, phone number, and email.

• Interaction Time: last contact from customer, last automated messages from the team, last contact from team, last checkout time.

• Binding Status: Indicates whether the customer has completed social subscription.

• Social Points (👐 Applicable Plan: Social Points module)

  • Remaining Points: Points currently available for the customer to use.

  • Accumulated Points: Total points the customer has earned to date.

When a customer enters a journey and passes through a filter node, if the segmentation filter data field has no value, the customer will always proceed through the “No” path.

For example, if “Last Checkout Time” is set as the condition, but the customer has never completed an order, then their “Last Checkout Time” field will be empty. In this case, the customer will continue through the “No” path in the journey.

Segmentation Condition Setting Example.

If a custom attribute is set as a date type, the definitions of "On the Nth day in the past" and "On the Nth day in the future" are as follows:

• On the Nth day in the past

  • Example: If the node trigger time is 2023-01-05 18:00:00, "On the 1st day in the past" means 2023-01-04 00:00:00 ~ 2023-01-04 23:59:59.

• On the Nth day in the future

  • Example: If the node trigger time is 2023-01-05 18:00:00, "On the 1st day in the future" means 2023-01-06 00:00:00 ~ 2023-01-06 23:59:59.

4. Add/ Remove Tag

The same tag cannot be added and removed at the same time.

5. Adding / Deducting Points Balance

🙌🏻 Available for: This feature requires the Points History add-on.

• Add: Once triggered, the system will increase both the points balance and cumulative points.

• Deduct: Once triggered, the system will deduct from the points balance only (cumulative points will not be affected).

6. Action Node: Update Custom Attribute Value

🙌🏻 Available for: Social CDP plan, or accounts with Customer Journey and Custom Attributes enabled.

When a customer passes through this journey node, their custom attribute value will be automatically updated to the specified value.

Please note:

• Only text-type custom attributes are supported.

• Custom attribute updates can also be synced to external systems via Webhook (requires Contact-related webhook integration).

Example 1: If you’ve created your own membership tiers in Omnichat using custom attributes, you can use this node to automatically update a contact’s custom attribute based on your customer journey flow.

Example 2: When a customer completes a purchase of a specific product with an order amount greater than 10,000 (journey trigger), you can use this node to automatically update that customer’s membership level in Omnichat (custom attribute) to “Platinum Member.”

Journey Overview

After the journey is published, click on "Journey Setting" to see an overview of the journey data, including:

1. Trigger Times: The number of times customers triggered the journey (counted repeatedly).

2. Revenue: The revenue generated.

3. Number of Orders: The total number of orders generated.

4. ROAS:：(Revenue / Estimated Message Cost)*100%.

5. Completion Times: The total count of completions of the journey.

6. Completion Rate: (Completion count / Trigger count)*100%。

7. No. of Messages Sent: The total number of messages sent during this journey.

8. Estimated Message Cost: The estimated message cost incurred in this journey. (LINE: NT$0.2 per message, WhatsApp: HKD$0.5 per message)

Node Data

After the journey is published, click on "Message Node" to see the node data.

The numbers shown in the diagram represent the number of times the node has been triggered, and they are calculated in real-time.

Node data varies by platform presentation.▼

Facebook、Instagram：

LINE：

WhatsApp：

Journey data is updated once every hour.