With well-functioning automated journeys, you can keep your customers engaged and active over time. You can build automations that are triggered by different parameters and this is easily set up by selecting a trigger and entry criteria.

Which triggers and entry criteria are available depends on your Engage setup and the data in the system.

Important concepts

Start frequency

By deciding on a start frequency, you'll set the rule for how often a contact can enter a specific automation. You can choose between days, weeks, months, quarterly, half-year, or annually. You can also choose to use a calendar period or rolling period.

Calendar period

This means that the contact will be triggered into the automation sometime during the set calendar period. For example, one time every six months means that the contact can enter the automation once between Jan 1–June 30 and then again during the next six-month period.

Rolling period

This means that the contact will be triggered into the automation on a rolling time period. For example, one time every six months means that if the contact enters the automation on June 30, the next time will be exactly six months later.

List of triggers

Here are the automation triggers available:

Contact’s birthday

Use this trigger to congratulate your customers on their birthday. You can start the automation on the birthday, X days before, or X days after. You can also specify the start time.

Engage has an automatic frequency rule for birthday triggers, set to once per year.

Contact's child's birthday

This trigger is available when children can be added to the contact card. You set the number of days before the child’s birthday for the journey to be triggered and define additional entry criteria.

You can allow multiple triggers if a contact has multiple children with close birthdays. The automatic frequency rule is once per day, lower than the Contact’s birthday trigger.

Contact redeems promotion

This trigger starts an automated flow when a contact redeems a promotion. Entry criteria can specify all promotions, certain types, or specific promotions.

Engage allows assignment of specific promotions and personal offers across multiple channels, configurable for POS and e-commerce.

Read more about multichannel promotions here.

Answered an NPS survey

Activate a journey when a contact answers an NPS survey in Engage. Entry criteria can filter contacts based on their score, allowing different actions for promoters, passives, and detractors.

The NPS module must be activated for this trigger to work.

New contact registered

This automation triggers when a new contact is added to Engage. It can apply to all sources or be limited to specific ones such as API, cash window, registration form, or event registration.

The automation will not be triggered by:

• Members created by transaction import
• Contacts imported via CSV in the UI

Contact adds email or mobile number

This trigger is mainly for simplified registration flows such as SMS or web forms. It helps collect contact information and activate members.

Accepted consent

This automation is triggered when a contact gives consent, for example, when updating terms and conditions. It helps track when members give consent and take action.

The automation will not be triggered by:

• Consent set when creating a contact
• Members created by transaction import
• Contacts imported via CSV in the UI

Scheduled selection*

A scheduled selection allows you to trigger automation for an entire segment. Segments can be based on contact fields, transactions, interactions, promotions, and other data.

*Contact the Engage support team to enable this trigger.

Abandoned browse

Trigger an automation when a customer browses products on your website without adding items to the cart or completing a purchase.

Entry criteria include:

• Number of product views
• Number of different SKUs
• External referrer URL
• Product attributes (price, category, brand)
• Language of product view

Engage Web Tracking must be implemented for this trigger to work.

Abandoned cart

This automation sends email reminders to customers who leave the website with items in their shopping cart but do not check out.

Entry criteria include:

• Duration of unchanged cart
• Whether abandoned items were later purchased
• Language of abandoned cart

Read more about abandoned carts here.

Reward voucher reminder*

Use this trigger to inform your customers about reward vouchers that are about to expire. You can start the automation a number of days before the reward voucher will actually expire. 

Read more about reward voucher reminders here

*Only available for customers with the Points add-on.