This use case demonstrates how to create a real-time onboarding campaign that sends a welcome message via email, SMS, or push notification, depending on the user’s available channels.
Scenario
When a user signs up (triggered by the signed_up event), the campaign checks their channel availability:
- If subscribed to email, send an email.
- If not, but subscribed to SMS, send an SMS.
- If not, but subscribed to push, send a push notification.
Flow direction
Left to right matters
- In a horizontal split, each user moves through only one qualifying path.
- If a user qualifies for the first path (email), they will not receive SMS or push.
- This flow is best when you want to send only one message based on the available options.
Channel priority in this use case
- Email is checked first and has the highest priority.
- If unavailable, the campaign checks for SMS.
- If both are unavailable, it sends a push notification.
Campaign setup
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Trigger: Event (
signed_up) - Wait: 2 hours with predictive optimization
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Templates used:
- Email – Welcome Email – Onboarding Step 1
- SMS – Welcome SMS – Quick Hello
- Push – Welcome Push – Let’s Get Started
Send more than one message
If your goal is to send email and push (or any combo), stack them vertically in the same path. This ensures the user receives both messages, provided they have subscribed to both channels.
Related reference
To learn more about how branching paths affect journey flow, please refer to the 'user journey in a campaign' article.
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