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Setting Up Triggers

MarketingAdmin

Triggers determine when customers enter a journey.

Trigger types​

Segment Entry​

Customers enter when they join a specific segment.

Best for:

  • Behavior-based journeys (e.g., "became at-risk")
  • Attribute-based journeys (e.g., "birthday this week")
  • Ongoing automation

Setup:

  1. Choose "Segment Entry"
  2. Select the segment
  3. Customers entering that segment start the journey

Event Triggered​

Customers enter when an event occurs.

Best for:

  • Action-based journeys (e.g., "made a booking")
  • Real-time responses
  • Transactional follow-ups

Available events:

  • Booking created
  • Purchase completed
  • Email opened/clicked
  • Form submitted

Manual Enrollment​

You manually add customers to the journey.

Best for:

  • One-time campaigns converted to journeys
  • Staff-initiated outreach
  • Testing

How to enroll:

  1. Go to journey detail page
  2. Click "Enroll Customers"
  3. Select customers or segment
  4. Confirm enrollment

Re-entry settings​

Allow re-entry​

Customers can go through the journey multiple times.

Use when:

  • Monthly reminders
  • Recurring events
  • Behavior-based (can happen again)

Wait period​

Minimum time between entries.

Example: "2 weeks" means a customer who completes the journey must wait 2 weeks before re-entering.

Once only​

Customers can only enter once, ever.

Use when:

  • Welcome series
  • One-time offers
  • Milestone celebrations

For most journeys, allow re-entry with a sensible wait period. This keeps the journey effective over time.

Timing considerations​

Entry timing​

  • Segment entry: When segment syncs
  • Event triggered: Immediately
  • Manual: When you enroll

Timezone​

Set the journey timezone for:

  • Wait steps that span days
  • Time-of-day logic
  • Reporting consistency

Testing triggers​

  1. Set up a test segment with just yourself
  2. Configure journey with that segment
  3. Activate the journey
  4. Trigger your own entry
  5. Verify you receive messages

Common trigger patterns​

PatternTriggerExample
Behavior responseEvent"Booked tee time" → Send confirmation
Lifecycle stageSegment"Became Champion" → VIP welcome
Risk mitigationSegment"High churn risk" → Re-engagement
Time-basedSegment"Birthday this week" → Greetings

Next steps​