Recognising how an individual has interacted with your initial communication may be a more intuitive way of moving people through your campaign. When the initial communication has been an Email or Social Media broadcast, you can use Interaction Selection within the second Audience step to decide the customer journey.
PeopleStage must be in control of uploading and broadcasting the send of the communication to be able to recognise the interactions that have taken place. The FastStats Email Response Gatherer (FERG), and other of the response gatherers, must be configured to gather interaction responses for the channel.
You can find Interaction Selections in the Audiences section of the Library and you can use them in conjunction with each other on the same audience step to enable individuals to flow through the campaign.
There are several Interaction Selections to choose from, relating to the type of digital channel you have used in the preceding Delivery step.
When you add the relevant broadcast type into the Audience step within your campaign, you see and select from the interaction options which PeopleStage can gather and use.
Broadcast Interaction - Email
- Drag and drop the Broadcast Interaction onto the Audience step
- Use the drop-down menu to choose the required interaction type
- Specify the timeframe over which the interaction type should be monitored - for last
If there are multiple message steps containing previously broadcasted email deliveries within the campaign, there will be multiple options in the drop-down of menu:
There a slightly different options for Opened and Clicked Broadcast Interactions:
Opened
- Select Opened from the drop-down menu
- Specify the interaction timeframe and run of the campaign this interaction relates to
- Specify which Message the interaction relates
Clicked
- Select Clicked from the drop-down menu
- Specify the link a person must click onto to proceed through the campaign. If there is no specific link, then choose ANY Link
- Specify the interaction timeframe and which run of the campaign this interaction relates to
- Specify which Message the interaction relates
For both Opened and Clicked interactions, the Move after option allows you to create a delay in moving individuals on after they have interacted by opening or clicking on a link within the email. For example, if the campaign is pushing individuals into a follow-up email message, it may be appropriate to wait several hours, or even days, before acknowledging the interaction and sending the next email.
This time delay can alternatively be achieved through the use of an Audience schedule.
Facebook Interaction
- Drag and drop a Facebook Interaction selection onto the Audience step
- Select the interaction type to focus on: Delivered, Failed, Liked, Comment, Shared
- Specify the interaction time-frame and which run of the campaign this interaction relates to
- Specify which Message the interaction relates
Twitter Broadcast Interaction
- Drag and drop a Twitter Interaction selection onto the Audience step
- Choose the interaction type to focus on: Delivered, Failed, Retweeted, Replied
- Specify the interaction time-frame and which run of the campaign this interaction relates to
- Specify which Message the interaction relates to
Google Broadcast Interaction
- Drag and drop a Twitter Interaction selection onto the Audience step
- Choose the interaction type to focus on: Delivered, Failed, GPLUS, Commented, Shared
- Specify the interaction time-frame and which run of the campaign this interaction relates to
- Specify which Message the interaction relates to
Response Interaction
Where a Responses step has been applied to the preceding Message, you can use a Response Interaction selection to move people on through the campaign if they make a transactional response which matches the rules defined within that Response step.
- Drag and drop a Response Interaction selection onto the second audience of your campaign
- Click on the Responded with drop-down menu and select which response definition you wish to track
In the above example it is individuals who book a Beach holiday within the time-frame specified in the Responses step who are tracked. You can subsequently use this to move people into – for example - a booking acknowledgement section of the campaign journey.
See Also