> For the complete documentation index, see [llms.txt](https://user.netmera.com/netmera-user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://user.netmera.com/netmera-user-guide/omnichannel-engagement/journey-orchestration/journey-examples/action-based-engagement-journey.md).
# Action-based engagement journey
Use an **Action-Based Engagement Journey** to respond to user behavior. Start the flow when users perform a selected event.
This example begins when users view the **Discounts** screen. It then branches based on favorites and purchase activity.
{% hint style="info" %}
This journey identifies purchase intent, sends relevant follow-ups, and ends after conversion or final outreach.
{% endhint %}
Common use cases
1. **Abandoned Cart Recovery**:\
A user adds products to their cart but doesn’t complete the purchase. After viewing the cart, they are sent follow-up reminders or discounts to encourage them to finalize their order. If the user completes the purchase, they are thanked and offered rewards; if not, the journey ends after follow-up attempts.
2. **Product Recommendations**:\
After a user views a product but does not purchase it, they are shown personalized recommendations based on their interests. If they buy a recommended product, they are rewarded with a discount on their next purchase. If not, follow-up reminders or alternative offers nudge them to make a purchase.
3. **Credit Application**:\
A user starts an application for a credit card or loan but doesn’t complete the process. After starting the application, they receive follow-up messages offering assistance or reminders of benefits. If the application is completed, the user is congratulated and given an incentive (e.g., a special offer or lower interest rate). If not, the journey concludes after several reminders or offers to encourage completion.
4. **Membership Sign-Up & Onboarding**:\
A user visits a membership sign-up page but doesn’t complete registration. They are sent follow-up reminders offering incentives for joining, such as a discount or bonus points. If they complete the sign-up, they are guided through an onboarding process, with rewards for completing milestones. If they don’t sign up after multiple follow-ups, the journey ends.
5. **Subscription Renewal**:\
A user’s subscription is about to expire, and they are shown renewal options. If they renew, they are thanked and offered a special discount for the next period. If they don’t, follow-up reminders with time-limited offers are sent to encourage renewal, and the journey concludes after the final reminder.
### Configuration overview
{% stepper %}
{% step %}
#### Set journey details and conversion
Define the journey name, purpose, and purchase conversion event.
{% endstep %}
{% step %}
#### Configure the action-based entry event
Start the journey when a user views the **Discounts** screen.
{% endstep %}
{% step %}
#### Set eligibility and audience
Control repeat entry, then select segments or all users.
{% endstep %}
{% step %}
#### Build follow-up paths
Check favorites and purchase events. Send messages for each outcome.
{% endstep %}
{% endstepper %}
### Example journey flow
Users enter after viewing the **Discounts** screen. The journey then checks whether they add a product to favorites.
* Users who purchase receive rewards or acknowledgement.
* Users who do not purchase receive reminders or offers.
* The journey ends after conversion or final follow-up.
The journey branches based on favorites and purchase activity.
### Step 1: Set journey details and conversion event
1. Type a descriptive **name** for your journey. This will help you identify the journey later.
2. Provide a brief **description** of the journey's purpose or goals.
Set **Purchase** as the conversion event. Use a price filter to count qualifying purchases.
3. For the **Conversion Event**, select **Purchase**.
4. Click on **Add Trigger Filters**. This allows us to select a specific price.
5. Select Property as **Price**.
6. Select the operator as **Greater Than** to define how the property should be evaluated.
7. Enter a **Value**, such as `100`.
### Step 2: Configure the action-based entry event
The journey starts when a user performs the configured event. In this example, users view the **Discounts** screen.
1. Choose **Action Based** for the entry type to trigger the journey when users perform specific actions.
2. Select **Screen View** as the event that will trigger the journey entry.
3. Click on **Add Trigger Filters** to specify conditions for the entry event.
4. Set **Property** to **Screen Name**.
5. Choose the operator **Contains**.
6. Enter **Discounts** in the **Value** field to specify the condition for journey entry.
### Step 3: Configure eligibility options
Set repeat-entry rules to avoid excessive messaging.
* Users can enter up to **2 times** within a **2-month period**.
* Users are locked out for **1 month** after entry.
1. Set User Eligibility Type to Multiple Times to allow users to join the Journey more than once.
2. Set Lock Duration to a specific time period.
3. Enable **Entry Capping** and set the entry limit.
4. Toggle Specify a capping time period and set the Entry Capping Time Period to a specific time period.
### Step 4: Select the entry audience
Choose the users who can enter this journey. Select segments, or leave the selection empty to target all users.
1. Click **Add more segments** to add as many segments as you wish.
2. To target all users, skip this step and do not select a segment.
### Step 5: Build the journey flow
#### Journey starting point
As you have chosen Action-Based Journey on the Entry Rules step, the Journey begins with that **trigger event (Screen View)** and is designed to capture users based on their engagement with specific pages or actions.
1. **Trigger Type**: Action-Based
The Journey is initiated when users perform a specific action, such as **Screen View** of **Discounts**. This ensures the Journey flow is tailored to user behavior and their level of engagement.
2. **Schedule**: Begins on **17/12/2024 at 11:15**
The Journey starts at a predefined time, allowing alignment with campaigns or promotions for maximum impact.
#### Check whether users add a product to favorites
After users enter the Journey based on the **Screen View / Discounts** trigger, the system checks if they have taken an additional action:
**Adds a Product to Favorites**
This creates two communication paths:
1. **Users Who Added a Product to Favorites (On Performed)**
* These users show higher intent and interest, so your communication can focus on encouraging a purchase or providing incentives.
2. **Users Who Did Not Add a Product to Favorites (On Timed Out)**
* These users will receive tailored follow-ups to nudge them toward adding products to favorites or exploring further.
#### Check whether users purchase
At this stage, verify if the user has made a **purchase** or completed the desired action. Users who have completed the event will proceed to the `On_Performed` section, while those who haven't will continue with `On_Timed_Out.`
* **On Performed Users** (those who completed the purchase) will receive positive outcomes, like a thank-you message, rewards (such as discounts), encouragement to explore more items, or feedback widgets.
**Example**:\
*“How was your recent shopping experience?"*
* **On Timed Out Users** (those who didn’t complete a purchase) will receive follow-up prompts, such as reminders or special offers to encourage them to complete their purchase.
**Example**:\
*“You’ve added items to your cart! Come back and use your discount!* :wink:"
#### Continue each path
**Performed users**
These are users who went through the journey, added a product to their favorites, and then made a **purchase**. They are considered "performed" because they've completed the desired action (purchase). Now, we want to keep them engaged with your brand.
**What happens next?**
* After completing the purchase, you can encourage them to explore **further actions** or campaigns. This can be done by sending them:
* **Discounts or Rewards**: Offer them special deals on their next purchase.
* **Related Product Recommendations**: Suggest products similar to what they’ve already bought.
* **Survey or Feedback**: Asking them for feedback or encouraging them to engage with a survey to understand their experience.
**Examples:**
* After a purchase event, the user receives a **post-purchase survey** through SMS. The message could read:\
*“Thank you for your purchase! 🎉 Share your experience with us and enjoy a 10% discount on your next order!”*
* Another example is offering a **feedback widget** through an in-app message, encouraging users to rate their purchase or provide suggestions. This keeps users connected and invested in the brand.
**Timed-out users**
These users interacted with your Journey (i.e., they added a product to their favorites), but **did not make a purchase**. They are considered "timed out" because they did not complete the desired action (purchase).
**What happens next?**
* You will send **follow-up prompts** or **alternative offers** to encourage them to complete the purchase. This could include:
* **Urgency or Time-Sensitive Offers**: Send reminders with limited-time discounts or promotions.
* **Alternative Products or Offers**: Present users with different discounts, offers, or product suggestions that might entice them to finalize the purchase.
* **Reminder Push Notifications**: Encourage them to return to the app and complete their purchase.
**Examples:**
* If the user doesn’t purchase after adding a product to their favorites, they may receive a **push notification** after a set period (e.g., a timed-out message). It could say:\
*“Hey, we noticed you liked this item! Complete your purchase now and get 15% off!”*
* Alternatively, an **SMS** could be sent to users who abandoned their cart:\
*“Psst… don’t miss out! You still have items in your cart—buy now and save big!”*
### Exit points
The **Exit Point** marks the conclusion of a user’s journey. This can occur in two main ways:
1. **Completion of Desired Action**:
The journey ends when the user successfully completes the intended action, such as making a purchase.
**Example**:\
If the user adds a product to their favorites and then completes a purchase, they reach the exit point of the journey after the purchase is finalized and will be counted as conversion. This is the desired action, and there are no further steps needed. The user has successfully engaged and can be rewarded or acknowledged.
2. **Exhaustion of Follow-Up Attempts**:
If the user does not take the desired action (such as making a purchase) despite follow-up prompts (like reminders, discounts, or notifications), the journey will eventually reach an exit point after all possible follow-up attempts have been made.
**Example**:\
If a user adds a product to their favorites but does not purchase it after receiving reminders or discounts, and no further action is taken by the user, the journey will automatically conclude after the final follow-up attempt (like the last push notification or SMS).
{% hint style="success" %}
**Exit Point Consideration**:\
Any path where **there are no additional actions or steps to follow is considered an exit point.** This helps ensure that the journey doesn’t continue indefinitely and provides a clear conclusion. You can analyze exit points to refine your strategy for improving engagement in future campaigns.
{% endhint %}
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