Cancel Trigger Overview
The Cancel Trigger feature allows brands to stop the execution of a journey for a specific user when a particular event occurs. This is particularly useful to avoid redundant or irrelevant interactions with users after they take an action that renders the journey unnecessary.
How Cancel Triggers Work
Any ongoing session with the journey will stop if a defined cancel trigger event happens.
You can configure single or multiple events as cancel triggers. If any one of these events occurs during the journey, the execution for that user will be canceled.
Supported Cancel Trigger Events
The following events can be set as cancel triggers:
Ordered
Abandoned Cart Created
Review Created
Payment Link Updated
Product Viewed
Keyword Searched
Abandoned a Product
Customer Created
Purchased a Product
Order Delivered
Line Item Shipping Update
Reward Disbursed
Customer Acquired
Started a Conversation
Order Cancelled
Product Delivered
Example Usage
Main Trigger: Abandoned Cart
A journey is triggered when a user abandons their cart.
Cancel Trigger: Ordered
If the user places an order, the journey is canceled to prevent sending unnecessary follow-ups.
You can set multiple events as cancel triggers, such as "Ordered" and "Payment Link Updated." If either event occurs, the journey execution stops for that user.
How to Configure Cancel Triggers
Navigate to Journey Settings
Go to the journey where you want to configure the cancel trigger.Add a Cancel Trigger
Under the Starting point (trigger configuration) section, select the event(s) you want to use as cancel triggers.Save Configuration
Save your changes to ensure the cancel triggers are applied to the journey.
Trigger Frequency Overview
Trigger Frequency limits how often a journey can be triggered for the same user within a specified timeframe. This prevents repetitive journeys from being triggered, avoiding over-communication with users.
How Trigger Frequency Works
You can specify the frequency limit in hours, days, or weeks.
For keyword-based triggers, a fallback action will execute when the frequency cap is hit.
Example Usage: Abandoned Browse Journey
Scenario:
A user visits multiple Product Display Pages (PDPs) on your website.Each visit triggers a "Product Viewed" event.
A journey is set up to send a reminder message if the user doesn’t place an order within 20–30 minutes.
Problem:
Frequent PDP visits by the same user could trigger multiple journeys, leading to spam.Solution:
Configure a Trigger Frequency of 1 per hour.This ensures only one abandoned browse journey is executed for the user in an hour, regardless of how many PDPs they visit.
How to Configure Trigger Frequency
Navigate to Journey Settings
Open the journey where you want to set trigger frequency. And set the main trigger in starting point block.Set the Frequency Limit
Check the box of frequency limit to add frequency.
Specify the number of times the journey can be triggered per user within the defined time period (hour(s)/day(s)/week(s)).
Save Configuration
Save your changes to activate the frequency limit.
FAQs
1) How does trigger frequency prevent spamming?
Trigger frequency ensures that repetitive events (e.g., multiple product page visits) don’t trigger the same journey multiple times for the same user, reducing spam.
2) What happens if the trigger frequency cap is reached?
For keyword-based triggers, a fallback action is executed. For other triggers, the journey will simply not start for the user until the time cap resets.
3) Can I combine cancel triggers and trigger frequency in the same journey?
Yes, you can use both features together to manage journeys efficiently. For example:
Set a cancel trigger to stop the journey if an "Ordered" event occurs.
Use trigger frequency to limit how often the journey starts.
For further assistance or to raise feature requests related to Cancel Trigger and Trigger Frequency, please contact [email protected].