Create On-boarding Engagements

Updated 3 months ago by Angelo Matheou

What is an Engagement?

Engagements can by thought of as orchestrations that will be executed against a specific audience of users at the specific time that is defined.  Some examples include:

  • Sending of a Welcome Email to new customers
  • Present a "how to" carousel/slider about a new release
  • Provide users with a walk-thru or guide around a set of features
  • Engage users who have not used a specific feature
  • Send email to all Admin or Power Users users
  • Show a custom message to specific users whose Account's renewal data is less than 30 days away
  • Send an NPS Survey to those users who signed up more than 30 days ago and visited at least four times
  • Send a Customer Effort Score (CES) to users that completed a key feature

...and many more!

There are three main items to consider when building an engagement:

( 1 ) The Segment (or Target Audience)

The segment is the target audience for which you'd like the engagement to be served.  Segments can be defined based on either or both the user/account's demographics and in-app behaviors.

( 2 ) The Engagement Types - there are six types!

Dialog / Popup

Slider / Carousel

Guide (Tooltip)

This is a single window that pops up in your application and has no navigation.

This is a carousel style set of windows that allows the user to navigate across a set of dialogs.

Guides can be configured as a single step tooltip, a single step dialog or you can string them along to make a sequence of tooltips and dialogs.

You can even include a hotspot beacon for a less invasive guide launch.

NPS Survey

Customer Effort Score (CES)

Email

This is an in-app survey that allows your users to give you a score of 1-10 to determine if they are a detractor, promoter or passive.

The survey also allows an opportunity to provide open ended comments.

This is an in-app survey that allows your users to give specific features a score of 1-7.

The survey also allows an opportunity to provide open ended comments.

Send triggered or batch based emails to your users!

( 3 ) The Schedule

Schedule is defined by the duration (start & end date) and scope (session vs. user) of the engagement

Creating a New Engagement

Start by clicking on the Engagement icon in the left navigation menu, where you will be presented with the following screen showing you all engagements in your subscription and their status.

From this screen you can quickly see some interesting information for each of the engagements, including:

  • Total engagement views
  • The state of an engagement 
  • The type of engagement
  • ...and more

To create a new engagement, click on the "Create" button in the upper right corner.   You will now be presented with an Engagement Creation dialog where we in this article we will create a simple dialog.

Begin by giving your engagement a name.  Then, select the Engagement Type you'd like to use and use the dropdown to select the product you'd like to work with.   Next, enter an optional description and click on the "Create" button.  You will now be placed into the Engagement editor.

On the left, you will notice the SmartWizard, which performs the function of walking you through the necessary steps and provides validation within each step to ensure your engagement will be error free.  Begin by selecting your target audience you wish to target (click here to learn more about audiences & segments)

Tip - Your audience is a collection of options that can be assembled in an AND or OR state.  

Working with Content

Next you can move on and select a template and begin using the Editor.

In the editor you can customize the creative and copy using the WYSIWYG editor or you can enter in the HTML/CSS directly.

Scheduler

Once your content is ready, move to the next step by clicking on the "Schedule Step" to create the schedule for the engagement for when it should be active.

The scheduler is very flexible, allowing you to select Time Zone, when to start the engagement, when to end it and if you want to repeat it.  

Note -  Triggers are evaluated in real-time when your users perform an action, so if you have a trigger set that displays a carousel / slider when a user logs in for the first time,  it will happen at event time, assuming the Engagement is scheduled.  

Click Save and then navigate to the "Launch Step" and click on the "Launch" button in the upper right corner. 

Pausing and Editing an Engagement

To pause and edit an Engagement, click on the Engagement icon in the left navigation menu.  From the Engagement List View, locate the Engagement you'd like to pause and pull down the State dropdown and select "Pause".   This will pause your engagement and then you can Edit it by selecting the Edit icon from the actions.   

Stopping and Deleting an Engagement 

To pause and edit an Engagement, click on the Engagement icon in the left navigation menu.  From the Engagement List View, locate the Engagement you'd like to delete and pull down the State dropdown and select "Pause".   This will pause your engagement and then you can and click on the Delete icon.  After confirming your delete, your engagement will be deleted.  


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