Overview

MoEngage Flows is a series of Cross-channel (across the channels such as Email, Push, SMS, and so on) Lifecycle campaigns that will be sent to your customers based on their actions or in-actions on your app or website.

To create a flow:

1. Navigate to the MoEngage Dashboard.
2. From the left navigation, use one of the following options.
   
   Create flow Create new

   1. Click Engage > Flows. The Flows page is displayed.
      
   2. At the top right corner, click + Create flow.
      

   1. Click Create new. The following page is displayed.
      
   2. Click Flow.
      
3. From the resulting pop up, use one of the following options to create a flow:
   • Using a flow template or
   • Start from scratch

Option 1: Create a Flow Using a Flow Template

Flow templates provide you with inspiration for crafting your flows based on your goals - onboarding, incentivization, and engagement.  You can create single-channel or multiple-channel flows for sending reminders for abandoned carts, reach out to customers who are a churn risk, and improve app/website engagement. The various Flow templates are discussed below :

Template Types

There are two basic template types

• Adoption: Adoption templates can be used for onboarding new customers and are available for a single channel and multiple channels.
• Engagement: Engagement templates are available for single, multiple, or specific channels such as the web and app. They can be used for improving app or website engagement, engaging with customers who have looked up certain offerings or added certain products to their carts and abandoned them, and reaching out to customers who are a churn risk.

You can choose one of the following templates when creating a flow:

Now that you know the types of templates, you can use them to create flows.

Use a Template

1. Select the flow template and click Use template.
2. Add entry conditions, define the target audience, and conversion goal (if any) for the flows.
3. Review the campaigns in the template and modify them as required.
4. Add new stages or paths if necessary as per the business use case.
5. Test and publish the flow after you have made the necessary customizations.

Option 2: Create a Flow from Scratch

You can start with a blank canvas and build a flow of your choice. The following are the steps to create a flow from scratch:

1. Details and goals: Define the goal of the flow and add the required details.
2. When will users enter the flow: Define when the users will enter the flow.
3. Who will enter the flow: Define the audience of the flow.

Details and Goals

After you click + Start with a blank canvas, the Create flow page is displayed. This section contains the following:

Flow Details

The flow details section contains the following fields:

Flow name: Enter the name of the flow to manage and identify the flow. The flow name must have at least five characters, and the limit is 256. The flow name can contain special characters. Flow tags: Select flow tags from the drop-down list to provide clarity to tags. You can select a maximum of five tags. For more information, refer to Tags in MoEngage.

Conversion Goals

Define the conversion to track conversion for the flow. The conversion goal configured for the flow is treated as the conversion goal of all the campaigns part of the flow.

Define the goals by selecting the following:

Click + New goal to add more goals.

Click Next to navigate to the When will users enter the flow step.

When Will Users Enter the Flow

Select one of the following to define when the will user enter the flow.

Limit User Entry Settings

To limit the number of times a user enters the flow, turn the Limit user entry into this flow toggle on and enter a value in the following fields:

1. Define the maximum entry limit. For example, 2 times.
2. Configure the frequency. For example, 1 month. The range can be from a minimum of 1 day to a maximum of 1 year (both inclusive).

Global Exit Criteria

Under Flow Exit, turn the Exit based on conditions toggle on to define flow exit conditions. When the users fulfill the conditions defined, MoEngage removes them from their last known position in the flow regardless of where they are. The exit criteria are applicable for all flow types (for example, On event trigger, At fixed time, On flow exit, and On business event trigger).

MoEngage evaluates users on these conditions right from the time they enter the flow to the time they exit the flow due to reasons such as:

• Passing through an exit stage in the flow path
• Fulfilling the conditions in the exit criteria
• Achieving the conversion goal defined in the flow

You can define the exit criteria using events triggered by users or user properties that you track for them:

• User property: On the User property tab, you can define the exit criteria using user properties by specifying a value for a specific attribute. For example:
  • Remove users when their membership is Gold (this can be used when the flow has a fixed agenda to convert users to Gold Membership).
• User behavior: On the User behavior tab, you can define the exit criteria using the list of events tracked in MoEngage. For example:
  • Remove users when they have purchased any product after entering the flow
  • Remove users when they have purchased the same product that they added to their cart after entering the flow
    • You can achieve this and similar use cases by linking the primary trigger event and the Exit Condition. For more information, see Linked Conditions.
  • Remove users when they have purchased the same product that is now back in stock.

Supported Filters

You can define exit criteria only using conditions that are of string, integer, and Boolean data types.

Click + Add exit condition to include additional conditions, with a limit of five conditions. Each condition will be evaluated using OR logic with the others. If the users fulfills any of these conditions (in any order), they will exit the flow. For example, if the users fulfill the Condition 3 first, they will exit the flow even though they have not fulfilled the Condition 1.

Within each condition, you can add sub-conditions. Click + Filter to add more conditions. You can add a maximum of five sub-conditions. Each sub-condition will be evaluated using AND logic with the others. Only If the users fulfills all conditions, they will exit the flow.

You can edit an exit criteria even after you publish the flow. However, MoEngage creates a new version of the flow in this case. This is not applicable for one-time flows.

Click Next to navigate to Who will enter the flow step.
OR
Click Previous to navigate to the Details and Goals step.

Who Will Enter the Flow

Select the Target Audience or the target segment for the flow. You can use multiple filters to create the target audience.

The following options are available:

After selecting the filter criteria, you can do the following as well:

• Create Multiple Filters: You can create and combine multiple user property rules, user activity rules, and custom segment rules to create a complex user segment using this option.
  1. Click + Filter.
  2. Click AND or OR.
  3. Select the attribute or event and define the filter conditions.
• Exclude Users: Select this checkbox to define the filter criteria for users to be excluded from the flow. For more information on excluding users, refer to Preference Management.
• Reset filters: Click this option to reset the segmentation filters.
• Show count: Click this button to display the total number of users who are currently in the configured segment.
  
  

Control Group

You can enable the control groups to which you want to send the campaign. For more information about control groups, refer to Control Group.

In the Control groups section: Turn the Global control group toggle on to not send the campaign to the list of users in the Global control group. Refer here to know more. Turn the Flow control group toggle on to not send the campaigns in this particular flow to a random subset of users. Refer here to know more. Define the percentage of users to be marked as Control group when they enter the flow. Keep the selection of the "Users part of control group should continue to be part of it for their subsequent entries" checkbox to continue users who are part of the control group in their subsequent entries. For more information, refer to Control Group.

Click Next to open the flow in the Canvas.
OR
Click Previous to go to the When will users enter the flow step.

Next Steps

1. Click + to add the following to the flows:
   • Actions
   • Conditions
   • Controls
2. After the structure of your flow is ready, do one of the following:
   1. Click Publish to publish the flow.
   2. Click Save to save the flow as a draft.