Campaign flow control

You can use flow control triggers to manage the progression of a journey in your campaign. These triggers are available in journeys with multiple stages or touchpoints, such as segment and event-triggered campaigns. They are not supported in single-stage campaigns, such as one-time or recurring campaigns.

The following flow control triggers help manage how customers move through a journey, allowing you to control timing, decision-making, and branching logic.

Delay	Pauses the journey for a set duration or based on an attribute before continuing to the next step.
Decision split	Divides the journey into multiple branches based on predefined conditions. Each branch follows a unique path depending on whether customers meet the specified criteria.
Merge journey	Combines multiple branches back into a single path, reducing complexity and duplication in the journey flow.
Exit journey	Ends the journey for customers who meet specific exit criteria, removing them from further steps in the campaign.
A/B split	Randomly splits customers into multiple branches based on assigned percentage distributions. Unlike a Decision Split, this trigger does not rely on conditions and ensures an even traffic distribution for A/B testing different journey paths.

Delays

The delay flow control pauses a journey before moving to the next step. You can configure it in one of the following ways:

• No delay – The journey moves to the next step immediately.
• Fixed time delay – Set a delay for a specific duration. Enter a value and select seconds, minutes, hours, days, or weeks.
• Attribute-based delay – Delay based on an event or transaction property.
  • Specify the duration (same as fixed time delay).
  • Choose whether the delay occurs before or after the event/transaction property.
  • Select a timestamp property for reference.

Execution time optimization (optional)

• None – The user will flow through this trigger as soon as they are eligible.
• Predictive optimization – Based on past web, mobile, and email interactions, the trigger executes when the user is most likely to engage.
  • Set a maximum delay to ensure the trigger executes within the specified hours after the user becomes eligible.

Learn more about engage time optimization.

Dayparting (optional)

• Choose a time zone: account or customer.
• Decide what happens if the trigger falls outside the defined time window: skip trigger or queue trigger.
• Optionally, set a schedule to restrict when the trigger executes.

Learn more about dayparting.

How to add a delay trigger

• Click + to add a new trigger.
• Select delay from the flow control options.
• Choose the delay type: no delay, fixed time delay, or attribute-based delay.
• Configure execution time optimization and dayparting, if required.
  • Set a maximum delay in hours after eligibility if using predictive optimization.
• Click save to apply the delay trigger.

Split journey

The Decision Split trigger divides a journey into multiple paths based on specified criteria. Users who meet the conditions follow a specific path, while those who do not are routed through the Everything Else path.

Path conditions

• Conditions will determine who qualifies.
• Conditions can be set using the following logic options:
  • Matches all of these – Users must meet all conditions.
  • Matches any of these – Users must meet at least one condition.
  • Matches none of these – Users must not meet any of the conditions.
• Paths are evaluated from left to right in the order they appear.

Everything else path

• Users who do not fall under defined paths will automatically follow the Everything Else path.
• No conditions can be set for this path.

Managing paths

• By default, the Decision Split creates Path 1 and Everything Else.
• You can add additional paths if you need them.
• Paths can be renamed, and descriptions can be included for clarity.
• Deleting a Decision Split trigger removes all paths and their associated triggers.
• Deleting a specific path removes all triggers under that path.

How to add a decision split

1. Click + to add a new trigger.
2. Select Decision Split from the Flow Control options.
3. Add paths and define criteria using matches all, matches any, or none logic.
4. Rename paths and add descriptions if needed.
5. Click save to apply the decision split.

Merge branches

The merge journey trigger helps streamline campaign journeys by reducing duplication and minimizing errors. It allows multiple branches to merge into a single path, ensuring a more efficient workflow.

How merging works

• When a campaign is rerouted to a specific point in the journey, it does not re-evaluate the filters or conditions from the parent node. Instead, the journey continues from the merge point, applying only the subsequent conditions.
• Maximum iterations define how often a customer can be rerouted within a journey. This prevents infinite loops and ensures the journey progresses. The maximum allowed value is 10.

How to merge branches

1. Click + to add a new trigger.
2. Select merge journey from the flow control options.
3. Set the destination where the branches will merge.
4. Choose whether to loop back to the start of the journey or merge after a specific trigger.
5. Click save to apply the merge.

Exit the journey

The exit journey trigger removes customers from a campaign based on specified conditions. This ensures that users who meet specific criteria do not continue through the remaining steps of the journey.

How it works

• Customers exit the journey when they meet the defined exit conditions.
• Typical use case: In a re-engagement campaign, customers can exit the journey if they visit the website and complete a purchase.

How to add an exit journey trigger

1. Click + to add a new trigger.
2. Select exit journey from the flow control options.
3. Define the exit conditions based on customer behavior.
4. Click save to apply the exit journey trigger.

A/B split journey

The A/B split journey trigger allows you to distribute users randomly into multiple branches based on percentage splits. Unlike the decision split, which routes users based on predefined conditions, this trigger assigns users to different paths without any conditional logic.

How it works

• Define the number of paths and set a percentage for each branch.
• The total percentage must always equal 100% for validation.
• Each path can contain different triggers and actions.
• Path names can be customized for clarity.

Requalification options

Choose how users should be assigned to paths if they requalify for the journey:

• Sticky (default)—Users remain in the same variant each time they requalify, ensuring consistency and valid test results.
• Dynamic—Users are randomly reassigned each time they requalify, which may introduce variability but allow for dynamic experiences.

How to add an A/B split journey trigger

• Click + to add a new trigger.
• Select A/B split journey from the flow control options.
• Define the percentage split for each path.
• Set the requalification option (sticky or dynamic).
• Rename paths if needed for better clarity.
• Ensure the total percentage equals 100% to pass validation.
• Click save to apply the A/B split journey trigger.