Drip Messaging:
Drip messaging is a strategic approach to recapture customers in various failure conditions by sending automated messages tailored to specific events or conditions. These messages are designed to re-engage customers who may have encountered issues during their interaction journey. Through drip messaging, businesses can efficiently communicate with customers who have experienced failures such as message non-delivery, non-read, non-reply, non-click, or failure to place an order within a specified timeframe.
Types of Events in Drip Messaging:
Not Sent: If a block in the flow was not sent to the customer due to some technical issues or meta side restrictions, the drip message connected to that node will be executed after the drip time.
Not Delivered: If a message was not successfully delivered to the user, the drip message will be triggered according to the configured settings.
Not Read: If the user has not read the message within a specified time frame, the drip message will be sent.
Not Replied: If the user has not replied to the message within a certain period, the drip message will be sent as a follow-up.
Not Clicked: If the user has not clicked on any links within the message, the drip message will be triggered.
Not Ordered (WhatsApp & Email only): If the user has not placed an order within a specified time frame, the drip message will be sent. Additionally, if "Not Ordered" drip is configured along with any other drip event and the user has placed an order within the last one hour, the drip for any other event will not be triggered (since the end goal is conversion here).
Supported Drip Blocks:
WhatsApp:
Message Block
Templates
Email Templates
SMS Templates
List Block
Ask Name,
Ask Phone
Ask Email
Ask Questions
Instagram:
Insta Messages
Email Templates
SMS Templates
Product Carousel
Carousel
Ask Name,
Ask Phone
Ask Email
Ask Questions
Email Channel:
Email Template
How to Create Drip Messages?
Creating drip messages involves configuring the flow with the desired events and corresponding drip messages. Here is a general process:
Navigate to Journey Builder & Choose the block for which you want to configure the drip for failure events.
Enable Fallback flow and create failure branches.
Identify the events you want to trigger drip messages for.
Set up the conditions/time for each event in the fallback branch settings.
Create the drip messages that will be sent based on these events.
Connect each drip message to the corresponding drip nodes.
Important Points to Note:
1. Combining Drip Events:
If "Not Clicked" and "Not Replied" drips are configured together, any user action triggering either event (clicked or replied) will cancel the drip for both.
This ensures that user interaction takes precedence over automated follow-ups, providing a seamless experience.
If "Not Ordered" drip is configured along with other events like "Not Sent," then "Not Sent" will behave as "Not Sent & Not Ordered."
If "Not Ordered" drip is configured, the system will check if an order was placed in the last one hour. If so, the drip for any other event configured along with "Not Ordered" will not be triggered.
2. Sequential Branching:
Once a customer navigates through a branch in the drip, subsequent branches are intelligently bypassed. This sequential branching mechanism streamlines the user journey, preventing redundancy and confusion.
3. Order Attribution Window:
For "Not Ordered" event , wait time is based on the Order Attribution Window configured in Settings.
4. Fallback Flow Vs. Drip:
Users can configure either a fallback flow or drip at a time for a block. This ensures clarity and prevents conflicts in the chatbot flow configuration.
Fallback here means "Not Replied" event to the message sent to the customer.
5. Drip Delay Requirement:
In a drip, the delay for a trigger can't be empty or less than the delay of the previous triggers. This requirement ensures the sequential and logical execution of drip messages.
Meta information, such as sent and delivered events, may take time to update. Therefore, it's advisable to configure the not sent, not delivered, not read, etc drip delays at least for 30minutes.
Drip Messaging Flow Validation:
Drip Timing and Message Templates:
If a drip is added to User-initiated Conversation (UIC) blocks with a delay (drip timing) exceeding 24 hours, the subsequent WhatsApp message should be templated. This ensures that after a prolonged period of user inactivity, the message sent is pre-designed and ready for delivery.
Template Message Drips:
Drips applied to template messages dictate that the following WhatsApp message from UIC will also be templated, regardless of the set drip timing. This maintains consistency in messaging and branding, presenting a polished appearance for chatbot interactions.
Drip Event Wise Checks:
Flow validation check is done drip event wise. Like for "Not Sent" event we check drip timing for "Not Sent" branch.
FAQs:
Can I send an email/sms incase the delivery fails or user has not seen the message on WhatsApp?
Yes, you can configure the flow such that drip branch is connected to either email template or sms template in the WhatsApp flow and when the drip condition is met that template will be sent to user.
Can I customize the timing for drip messages based on different events?
Yes, you are allowed to set custom drip timing for each event according to your preferences. The drip timing can be in minutes, hours or even days.
Is it possible to personalise drip messages for individual users?
Absolutely, you can personalise drip messages by incorporating variables to include user-specific information such as name, preferences, or previous interactions.
Can drip messages be sent across different messaging channels?
Yes, drip messages can be configured and sent across various messaging channels such as WhatsApp, Instagram, and email, with support for specific blocks tailored to each channel.
What is the significance of the Order Attribution Window in drip messaging?
For "Not Ordered" event , wait time is based on the Order Attribution Window configured in Settings.
Can I combine different drip events together in my chatbot flows?
Yes, you can combine multiple drip events, but it's essential to consider their interaction to prevent conflicts. For example, certain events may cancel each other out based on user actions. Also once a customer navigates through a branch in the drip, subsequent branches are intelligently bypassed.
For further assistance or to raise feature requests with respect to Drip Messaging, please reach out to [email protected]