Journeys/Automation

Journeys, also known as drip campaigns or automation rules, enable the creation of various customer journeys, campaigns, and automated workflows. Anything that can be achieved within a lifecycle or retention campaign can also be implemented within a journey.

Getting started is simple. A selection of prebuilt journey templates is available for use. To get started:

• Select a template and click "Import" to use an existing workflow.
• Alternatively, create a blank journey and build a custom workflow from scratch.

Accessing Journeys

To access Journeys, users should navigate to the Campaigns section in the navigation bar and select Journeys.

Journey Organisation

Journeys are organised into distinct tabs:

• Watched: Lists favourite journeys.
• Journeys: Displays all journeys.
• Archived: Shows archived journeys.

Journey Options

• Edit:
  Allows users to view or modify journey details.

• Start / Pause / Stop:
  Enables users to start, temporarily pause, or permanently stop a journey. A stopped journey cannot be restarted; therefore, the pause option should be used if the journey is expected to resume later.

• Watch / Unwatch:
  Users can mark a journey as a favourite (watch) for quick access, or remove it from the favourites list (unwatch).

• Archive / Unarchive:
  Journeys can be archived when they are completed or no longer in use to maintain an organised workspace. Journeys are also automatically archived after a specified period, as configured in the global account settings. Users may unarchive journeys when needed.

• Copy:
  This option allows users to duplicate a journey, along with its associated segment, to one or more brands linked to the account—an especially useful feature for organisations managing multiple brands.

Setting Up Journeys

• For detailed, step-by-step guidance on real-time triggered Journeys, visit here.
• For detailed, step-by-step guidance on segment triggered Journeys, visit here.

ℹ️ Click here for information about Journey Preferences.

Journey Blocks

Triggers

Triggers define the conditions under which a journey is initiated for a player. There are two primary trigger types: Segment-based triggers and Online event triggers.

Segment-Based Triggers

• A journey is triggered when a player enters a segment.
• The segment refreshes based on a predefined frequency.
• For more details on segment refresh rates, visit the Segment section.

Participation Limits

• A player's participation in a journey can be restricted by:
  • Setting the maximum number of times a player can participate.
  • Defining a minimum interval (in days) between participations.
• Example:
  • If "Limit Repeated Participation in Days" is set to 7, and "Limit Participation to Max" is set to 3, the player can participate once every 7 days, up to a maximum of 3 times.

Online Event-Based Triggers

• A journey is triggered when a specific event is received via API, Kafka, or batched processing.
• Over 70+ real-time trigger types are available, categorised by vertical:
  • Casino
  • Sportsbook
  • Lottery
  • Instant Games
  • Parimutuel
  • Bingo
  • General (triggers not tied to a specific vertical)

Event-Based Triggering Conditions

• The journey can be triggered only if the event value falls within a specified range or threshold.
• Participation limits (as explained in segment-based triggers) apply.
• Utilising event variables:
  • If enabled, the Data Operation block can use the event value for mathematical calculations, such as:
    • Bonus calculations
    • Loyalty point allocations
    • Other value-based adjustments

• • The event variable will always contain the monetary value of the event that triggered the journey.

Advanced Conditions

• Additional event attributes can be used to filter triggers.
• The journey will only initiate if the event matches all selected conditions.

Rules

Rules define how a journey progresses based on player attributes, actions, and timing constraints.

Split

• Divides a player's journey route based on their segment.
• Supports up to 10 segments per split block.
• Segments are processed from left to right (or top to bottom).
• If a player qualifies for multiple segments, the first matching segment (left or top) is used.

Goal

• A player has a set time limit to achieve a goal.
• The goal is considered achieved if an event value falls within the specified range.
• Advanced condition attributes can further refine goal criteria, ensuring only matching events count.
• Utilising event variables:
  • If enabled, the Data Operation Block can use the event value for:
    • Bonus calculations
    • Loyalty point allocations
    • Other mathematical operations
  • The event variable always contains the monetary value of the event that triggered the journey.

Delay Action

• Can only be applied to a messaging block (Email, SMS, Push, Rewards, Webhooks).
• Delays the sending of the message by a predefined amount of time.

Wait

• Can only be applied to a messaging block (Email, SMS, Push, Rewards, Webhooks).
• Introduces a waiting period after the message is sent before progressing to the next step in the journey.

Multivariate

• Enables multivariate testing to compare different journey routes in parallel.
• Users define:
  • The test objective.
  • The test duration (in days).
• Once the test concludes:
  • The system evaluates KPIs to determine the most effective route.
  • The user must manually approve the winning route for the journey to proceed.

Actions

Actions define what happens when a journey reaches a specific point. These can include sending messages, triggering webhooks, modifying player data, or enrolling players in other journeys.

These actions send messages via different communication channels:

• Email: Sends an email immediately, at a specific time/date, or on a recurring schedule over multiple days.
• SMS: Functions exactly like Email, but sends an SMS instead.
• Webhook: Works like Email, but instead of sending a message, it calls a webhook to trigger an external system.
• Push Web: Works like Email, but sends a web push notification.
• Push Mobile: Works like Email, but sends a mobile push notification.

Player & Data Actions

These actions modify player attributes or perform calculations:

• Reward: Functions like Webhook, but is specifically used for triggering awards or bonuses for players.
• Tag: Adds or removes a tag to/from a player for segmentation and tracking.
• Data Operation: Performs mathematical computations on triggers or goals.
  • Can use event values to allocate bonuses, loyalty points, and other incentives.

System & Journey Management Actions

These actions notify internal users or manage journey enrollment:

• Notification: Sends an SMS or email notification to an internal CRM user.
  • Typically used for monitoring specific customer segments.
  • Requires SMS and email settings to be configured for proper functionality.
• Enroll: Enrolls a player into another journey.
  • Used to link complex journeys together.
  • Enables automated customer enrollment in new journeys based on predefined conditions.

Data Retention Policy

In accordance with the CRM data policy, journey data is retained for a finite period. After this period, data is archived in cold storage and eventually deleted. This policy is implemented to ensure optimal system performance and can be reviewed in the Knowledge Base under the Getting Started section, Data Policy.