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Use Case Description
- You are have customers that have not interacted with your brand/organization for an extended period of time and you would like to get them to call in, text in, or interact with your website
Prerequisites
- There is already an event being created in Regal that signifies when someone has interacted with your website
- For the step-by-step example below, we will be using the Regal Custom Events API to send a 'Website Visited' event
Plan
- This example will have a trigger identifying customers who have not interacted with your brand/organization in the past 6 months
- Note: Dynamic Segments are currently only able to look at Contact Profile Criteria so this example will only be identifying those customers that have a call attempt that is more than 6 months ago
- This example will only have 2 SMS campaigns separated by a 7 day delay but you can create as many SMS campaigns separated by delays as you want.
Step-by-step
- Create a 'Quiet for 6 months' segment
- Segments > New Segment
- Segment Name: Quiet for 6 months
- Segment Conditions
- see screenshot for details
- Click Save Dynamic Segment
- Create 'Re-engagement Text 1' campaign
- Campaigns > New Campaign
- Campaign name: Re-engagement Text 1
- Message type: SMS
- Campaign Type: Triggered
- From Number: <make the appropriate selection>
- SMS Content: We missed you.
- MMS Media URL (Optional): <leave empty>
- Conversion Event (Optional): <leave empty>
- Click 'Save as Ready'
- Create 'Re-engagement Text 2' campaign
- Campaigns > New Campaign
- Campaign name: Re-engagement Text 2
- Message type: SMS
- Campaign Type: Triggered
- From Number: <make the appropriate selection>
- SMS Content: Call us or text us
- MMS Media URL (Optional): <leave empty>
- Conversion Event (Optional): <leave empty>
- Click 'Save as Ready'
- Create 'Re-engagement (SMS)' journey
- Journeys > New Journey
- Journey Name: Re-engagement (SMS)
- Trigger
- Trigger Type: Scheduled
- Segment: Quiet for 6 months
- Start Date & Time: <choose the desired date and time>
- Frequency: One Time
- Click Save
- Send SMS
- Select Campaign: Re-engagement Text 1
- Click Save
- Delay
- Delay Type: Standard Delay
- Delay For: 7 Days
- Click Save
- Conditional Match
- Name of Condition: Check to see if a 'Website Visited' event came in during the last 7 days
- Condition Type: Custom Event
- Event Name: Website Visited
- Operator: Exists
- Click 'Add Property Condition'
- Property Name: created_at
- Operator: Is On or After
- Date Type: Relative Date
- Relative Date: now-7d
- Click Save
- if Yes, user will fall out of this journey because he already interacted with the website
- if No, continue with Journey
- Conditional Match
- Name of Condition: Check to see if an sms conversation was completed during the last 7 days
- Condition Type: Regal Voice Event
- Event Name: sms.conversation.completed
- Operator: Exists
- Click 'Add Property Condition'
- Property Name: created_at
- Operator: Is On or After
- Date Type: Relative Date
- Relative Date: now-7d
- Click Save
- if Yes, user will fall out of this journey because an agent has already communicated with him via text in the past 7 days
- if No, continue with Journey
- Conditional Match
- Name of Condition: Check to see if a call was completed during the last 7 days
- Condition Type: Regal Voice Event
- Event Name: call.completed
- Operator: Exists
- Click 'Add Property Condition'
- Property Name: created_at
- Operator: Is On or After
- Date Type: Relative Date
- Relative Date: now-7d
- Click Save
- if Yes, user will fall out of this journey because an agent has already communicated with him via call in the past 7 days
- if No, continue with Journey
- Send SMS
- Select Campaign: Re-engagement Text 2
- Click Save
- Click Save as Live
