Scenarios

Scenarios are visual chains consisting of blocks connected to each other. A scenario automatically directs the user along a given event path based on conditions or the performance of an action. The scenario interface allows you to visualise trigger communications.

The main value of scenarios is that they allow you to automatically customize and control the customer journey so that any communications occur only at times relevant to each individual customer and only on topics valuable to the customer. With scenarios, you can automate:

• a welcome message chain
• reminders: about events for which the customer has registered; about products that the customer has looked at or forgotten in the cart and not bought
• recommendations: in response to specific customer actions, you can automatically send them messages with product selections, digests or memos with useful tips.

Scenarios can help you:

• save time and resources - you set up the scenario logic once (e.g. abandoned cart), and the system executes it automatically for hundreds or thousands of customers
• your communications are always relevant and useful to the customer - CDP enKod tracks the behavior of your contacts in real time, and you can always set up scenarios so that messages of certain topics go to contacts only in response to specific actions taken or not taken by them. For example: if a contact registers for a webinar, you can set up a chain of communications for them with reminders a day, an hour, and 15 minutes before the event.
• you're laying out a continuous and logical customer journey - scenarios link different channels (email, sms, push notifications) into a single story. Actions in one channel can trigger events in another, providing the customer with a smooth and consistent experience.

Using scenarios, you're not just setting up mailings - you're creating a smooth communication system that:

• increases sales through timely offers
• increases loyalty through a personalized approach
• saves your time through automation

The scenario wizard is implemented as an intuitive canvas on which you can visually build complex chains of interactions with the client. The drag-and-drop principle is used for this purpose: you drag and drop the necessary blocks and connect them with lines, thus defining the logic and sequence of the client's path. All blocks are divided into three strict types, which ensures the correctness of the logic construction:

• start blocks, which can be placed only at the beginning of the chain, set triggers - conditions or events that initiate the start of the scenario (for example, “subscription to a mailing list group”);
• main blocks form the body of the scenario: these are actions performed in response to a trigger - sending a message (email, sms, push), setting a pause, changing contact data fields, distribution by branches or any other operation;
• final blocks, available only for the final branch, define the final action with the contact after the chain has passed - for example, unsubscribe or subscribe to mailing groups, delete the contact or simply end the scenario without additional actions.

enKod has ready-made scenario templates that can help you automate sending messages without having to build complex logic from scratch. Welcome chain, reactivation, abandoned cart and abandoned view templates are available.

Scenario messages are created in the same place as normal messages, but are stored in a separate list tab.

The scenario message wizard consists of one step - the message editor. When creating a message, you can copy any existing message, even if it is not a scenario message. Once created, the scenario message will have the status “Inactive” until it is placed in the scenario and it is activated.

Scenarios can exist in three statuses:

• Active - the scenario is configured correctly and activated
• Inactive - the scenario is deactivated
• Draft - the scenario is configured correctly or incorrectly and saved as a draft.

Actions that can be performed on the scenario:

• Start - activation of an inactive correctly configured scenario or draft scenario
• Pause - deactivation of an active scenario with saving the process of its passing by the contacts
• Edit - editing of an inactive scenario or draft
• Deleting - a scenario in any status. Statistics on the scenario contacts will be irretrievably deleted

Features of scenarios editing:

By clicking on the scenario name you can view general information about the scenario - statistics on contacts and messages.

The contact statistics shows the scenario's users in numbers and lists (click on a tile).

A contact may fail to complete a scenario due to the deletion of the block the contact is currently on, or for some other unforeseen reason. Please note that we do not remove a contact from the scenarios when unsubscribing from a mailing group, receiving a hard delivery error, or after a contact is blacklisted. But the contact will not receive scenario messages through an unavailable channel.

You can set up the required period of displaying statistics (indicators on dashboards and in the table) in the calendar.

Below you can see the statistics on scenario messages in the form of a graph and a table.

You can filter the graph by metrics (sends, opens or clicks), channels (email and mobile push notifications), period (days, weeks, months), and messages (all or selected). You can hide messages you don't want to see stats for at the moment in the graph by clicking on the colour message ID in the legend. You can view the quantitative indicators by hovering the mouse cursor over the line.

In the preview tab you can see the layout of the scenario, as well as information about the number of contacts that are currently going through it and what stage they are at.

To find a contact in the scenario, enter their email address in the search bar. The block or relationship the contact is currently on will be highlighted in colour.

Additional information on the canvas:

• The number below the scenario block shows the number of contacts currently on that block.
• The number on the connection between the scenario blocks displays the number of contacts passed through this branch
• The number below the final block shows the number of contacts that have passed through it over the entire time

Scenario fields are temporary fields with information that are pre-created in the scenario creation wizard and are passed in an API request to start the scenario.

Scenario fields are used to store temporary information about a contact that is needed only when the contact is going through a specific scenario. Most often, they record data about an event (date, time, name, link), information about an event, an order and any other data that does not need to be stored for a long time (such as the city or date of birth of a contact).

Learn how to use scenario fields when creating communication chains in this section of the Knowledge Base.