Overview
Automate customer communication based on segment entry or exit, anniversary dates, and custom customer fields.
These triggers help businesses send personalized messages when customers meet specific conditions, such as entering a segment, reaching a purchase milestone, or matching a configured date.
Why is it useful?
Customer Engagement: Automatically communicate when customers enter or exit specific segments.
Personalized Campaigns: Send messages based on first order dates, last order dates, or custom dates.
Customer Retention: Re-engage customers based on their purchase history and activity.
Automation: Reduce manual follow-ups using customer data and predefined conditions.
How to Set Up Journey Triggers
Step 1: Create a Journey
Log in to the BIK Dashboard.
Navigate to Journeys.
Click + New Journey or open an existing journey.
Select the WhatsApp channel.
Click Starting Point → Add Trigger.
Step 2: Configure Segment Triggers
Select Segment Triggers from the trigger list.
Under Trigger on, choose:
Entered segment: Starts the journey when a customer enters the configured segment.
Exited segment: Starts the journey when a customer exits the configured segment.
Under Customers who are in, select Part of segment and choose an existing segment.
Alternatively, select Has Custom Field to configure a condition using an available customer field.
Use Add filter to include additional conditions, or configure customer exclusions.
Click Create.
Step 3: Configure Anniversary Date Triggers
From Starting Point → Add Trigger, select Anniversary dates.
Choose the required trigger:
First order date: Starts the journey relative to the customer's first order date.
Last order date: Starts the journey relative to the customer's most recent order date.
Lifetime Order Value: Starts the journey when the customer's total order value meets the configured threshold.
Custom date: Starts the journey relative to a selected custom date field.
Configure the relevant property and trigger condition.
For example, select Has Custom Field → Campaign date → Exactly → 1 → Day(s) → Ago.
Click Create to add the trigger.
Example Use Cases
Segment Entry Journey
A customer enters a segment based on a configured custom field. The journey triggers and sends a WhatsApp template followed by a personalized message.
Segment Exit Journey
A customer exits a segment because they no longer meet the configured segment conditions. The journey triggers and sends a WhatsApp template followed by a personalized follow-up or re-engagement message.
Anniversary Date Journey
A customer's campaign date matches the configured condition of exactly one day ago. The journey triggers and sends the configured WhatsApp messages.
FAQs
1. Can I trigger a journey when a customer enters or exits a segment?
Yes. Segment Triggers provide Entered segment and Exited segment options.
2. Can I use custom customer fields as trigger conditions?
Yes. Available custom fields can be selected when configuring supported segment and custom-date triggers.
3. Can I configure a journey based on a customer's first or last order date?
Yes. The Anniversary dates section provides First order date and Last order date triggers.
4. Can I add multiple message blocks after a trigger?
Yes. You can connect WhatsApp templates and message blocks to build the required conversation flow.
5. How can I verify whether a journey was triggered?
Open the customer's conversation in Helpdesk and check the journey activity and automated messages.
For further assistance or to raise feature requests related to elongated journeys, please contact [email protected].