When using the Journey Facilitator to create a customer journey for the Email channel, you can leverage the decision box to create different paths within your journey. These paths are based on the customer's interaction with outbound messages sent by Email, specifically whether the message has been read or replied to.

By incorporating the decision box in your journey, you can design customized actions and the next steps for each scenario. For instance, if the customer reads the email but doesn't reply, you can set up a specific path that triggers a follow-up email or assigns a task to an agent for further engagement. On the other hand, if the customer replies to the email, you can create a separate path that handles the reply and initiates appropriate actions in response.​

Key Benefits

Auto nudge on email provides several benefits to enhance your email communication and productivity. Some of the key benefits include:

Increased response rates: Auto nudge prompts recipients who haven't replied to your email, increasing the chances of receiving a response. It serves as a gentle reminder to ensure important emails don't go unnoticed or unanswered.

Time-saving automation: Instead of manually following up with each recipient, auto nudge automatically triggers reminders based on predefined settings. This saves time and effort, allowing agents to focus on other important tasks.

Improved communication efficiency: Auto nudge helps streamline email conversations by ensuring timely responses. It reduces delays and enables more efficient communication, especially in cases where a response is crucial for decision-making or progressing a project.

Enhanced customer relationships: Auto nudge ensures that your interactions with clients or customers are proactive and timely. It helps maintain professional communication and demonstrates your commitment to providing excellent customer service.

Add an Auto Nudge in the Journey

1. On the Journey Builder, click Start to initiate the journey.

2. Add a decision box and create different paths in your journey based on whether an outbound message sent to the customer via email has been read or replied to.

3. Add a path and give it a name. In the Condition box, select the condition as Outbound Message>Read Contains True to take action when an outbound message sent to the customer via email has been read.

4. Add another path as Outbound Message>Replied To Contains True to take action when an outbound message sent to the customer via email has been replied to.

5. Add a default path for the not opened emails.

   

6. Next, you can add specific actions or follow-up steps depending on the customer's response behavior.

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7. Click Save & Deploy at the bottom.