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How To Set Up A Segment Triggered Campaign

Getting started

To create a new segment triggered campaign, click Triggered in the left-hand menu, and press the Create Campaign button:

Campaign Setup - Create a Triggered Campaign

Then, choose the Segment Triggered Campaign option.

Once you do that, you’ll go through a 4-step process to set up that campaign:

Step 1: Choose triggers and filters

Triggers

In the Trigger field, add one or more segments. Using AND means that your users need to match all the segments before they enter the campaign. Using OR means that it’s enough for a user to be part of any one of the segments in order to match.

Segment Triggered Campaign - Triggers and Filters

Filters

Unlike triggers, filters only get evaluated when a user moves to the next action in the workflow. Filters are especially helpful in excluding users who have performed a certain action after a certain delay passed.

For instance, if you’re setting up a campaign encouraging users to upgrade, you may want to add a 7-day delay after the first email action and prevent users from receiving the second email if their account status changed. You do this by adding a filter segment with a rule like “account_status is not equal to premium”.

Unlike event triggered campaigns, any segment triggered campaign filters are checked when the user moves to the next action in the workflow.

Step 2a: Add actions to your workflow

To get started, click the Add workflow item… button:

Campaign Setup - Step 2: Workflow

In the resulting modal, you’ve got lots to choose from:

Campaign Setup - Step 2B: Workflow

From here, select a workflow item, such as email, Slack Message, Twilio SMS message, or Urban Airship Push, if you’ve connected those services to Customer.io. You can also add webhooks (for ultimate control), delays or time windows. We’ve got a quick rundown of each below:

Add an email

When you choose to add an email, it will be added to your workflow. Give it a name and press “Save Email” to confirm your choice. (If you change your mind and you no longer want to add an email action or if you pressed the button by mistake, you can always cancel or delete it.)

Workflow - Email Options

Each email comes with a variety of options:

  • Email behavior - Choose between “Queue Draft”, “Send Automatically” and “Don’t Send”. Any email set on “Don’t send” will be skipped. “Queue Draft” is the default; this means that the email draft will be generated, but not sent until you approve it.
  • Add Content - Go into the composer, where you can create and personalize your message.
  • Add A/B test - Split the email into two different versions to see which one performs better
  • Delete Email - Remove the email from the workflow. Be careful! Once deleted, an email cannot be recovered.
  • Close - Returns you to the Workflow view, so that you can add additional actions or modify existing ones.

Changing the default sending behavior:

The default behaviour is “Tracking enabled and don’t send to unsubscribed”. To change this, click Edit, choose the options best suited for you and press “Update”:

Segment-Triggered Workflow - Sending behavior

These settings are on a per-email basis. For segment-triggered emails (which tend to be marketing communications), we recommend leaving this on the default setting so that you don’t send emails to people who have unsubscribed.

Add a webhook action

A Customer.io webhook action allows you to connect to just about any public API. You can then combine it with the data in Customer.io and use it to update a CRM, send a postcard, trigger an NPS survey—the sky is the limit!

We have detailed documentation on webhook actions if you’d like to add one of these.

Add a Slack Message, Twilio SMS, or Urban Airship Push

Similar to webhook actions, these options allow you to quickly connect to Slack, Twilio, or Urban Airship. Before you can add them from your workflow, you’ll need to enable them for each workspace. Once enabled, just select one from the actions dropdown to add it. If you need more details, we have in-depth guides for each:


Step 2b: Add delays and time windows to your workflow

Add a delay

If you want people to wait a certain amount of minutes/hours/days before they receive a message, add a delay in front of it.

Workflow - Delay

Every delay is calculated from the moment the user moved out of the previous action. For example, if you want an email to be sent 3 days after the user matches the campaign conditions, and a Twilio SMS 7 days after the match time, the workflow might look like this:

  • Delay: 3 days
  • First email
  • Delay: 4 days
  • SMS

Workflow - Delay Example

If there’s no delay or time window before a message, it’s sent immediately.


Add a time window

If you’d like to customize when people get messages during the week or day (for example, only on weekdays), add a time window before that message. It will only be sent when that window is open.

Select specific days, specific times, and time zones. Once you’re done, click “Save window” and your preferences will be saved.

Workflow - Time Window

You can combine delays and time windows in the desired order (first a delay or first a time window). This order doesn’t affect how users receive messages, so choose what makes most sense to you.


Moving actions

After you add your first element to the workflow, you have the option to choose exactly where to add any further actions by clicking the desired “ADD [ELEMENT] HERE” area.

Workflow - Add email here

Move elements from one position to another by pressing the “Move” button and choosing a new workflow area.

Workflow - Email Options

Once your campaign is active, users will flow through the campaign from top to bottom and you’ll be able to see exactly how many users are waiting in a particular delay or time window. (Note: You can’t currently see the exact users behind the workflow numbers.)

Curious about what happens when the trigger or email order are modified? We have answers.

Step 3: Select a conversion goal

After setting up your actions, delays, and time windows, think about adding a conversion for your campaign:

Goal page

Conversion tracking allows you to track the success of your email, so you’ll want to choose a segment that is relevant for your email (a user using a feature, a user signing up for a paid plan, a user no longer being inactive, etc.). If a user enters/exits that segment after being sent the email, they’ll be tracked as a conversion.

Learn more about conversions

Step 4: Review and start your campaign

Review is the final step of the campaign creation process. It offers you a last overview of campaign setup, to make sure you haven’t forgotten anything!

The “Needs fixing” label is applied to anything that is preventing you from starting your campaign:

Review page

If everything looks right, choose your campaign matches and click Start Campaigns!

Start campaign

Success!

Your campaign has been started. You can now click Show Campaign Overview.

Campaign started