Best practices: Welcome journeys

Name your message

We recommend giving the message a name that relates to the sign-up unit or offer (e.g., Welcome Message - 20% off). This name is only for internal-use and allows you to easily track performance of your message.

Insert offers

If your opt-in flow (i.e., welcome journey) includes the delivery of a discount code, you’ll want to utilize the offers variables.

There are three types of offers variables that can be inserted into a welcome journey message. These variables are tied to the sign-up source where the subscriber originally opted into the program from.

• Copy: {{subscriber.signupOffer.code}} - This variable will insert the discount code that has been assigned to the subscriber. Discount codes can be either shared or unique.
• Link: {{subscriber.signupOffer.link}} - This variable will insert a dynamic link that automatically applies the discount code at checkout. Note: This should only be used if your site supports click-to-apply links.
• Link: {{subscriber.signupOffer.couponScreenLink}} - This variable will insert a dynamic link that directs the subscriber to the Attentive-hosted Coupon Screen where they can copy the discount code (see screenshot below) and be taken back to their last browsed page. Please contact the White Glove team (whiteglove@attentivemobile.com) if you need to set up a Coupon Screen. Note: Only one Coupon Screen can be live at a time.

Best practice for Offers: When promoting a discount as part of your welcome series, we recommend the following message copy:

• Shopify customers (and those whose sites support auto-apply links) - include the {{subscriber.signupOffer.code}} variable in the message copy with {{subscriber.signupOffer.link}} as the link
• Ex. Welcome! Your 10% off discount code is {{subscriber.signupOffer.code}}. Click here to automatically apply it and shop now: {{subscriber.signupOffer.code}}
• Non-Shopify customers - include the {{subscriber.signupOffer.couponScreenLink}} variable as the link
• Ex. Welcome! Click here for your 10% off discount code: {{subscriber.signupOffer.couponScreenLink}}

If your welcome offer doesn't include a discount code, we recommend inserting a short link into the message to take subscribers back to either the homepage or any desired landing page (ex. New Arrivals).

Auto-apply discount codes

If your program is set up with auto-apply discount codes (supported on Shopify and some other e-commerce platforms), we recommend including both the {{subscriber.signupOffer.code}} and the {{subscriber.signupOffer.link}} in the message. To learn more about our offers variables, see Edit an existing welcome journey. Here are some examples for message copy:

• Welcome! Your 20% OFF discount code is {{subscriber.signupOffer.code}}. Click here to automatically apply it and shop now: {{subscriber.signupOffer.link}}
• You're on the list! You'll only hear from us every now and then, but when you do, it'll be good. Save our number & let's have fun! Click {{subscriber.signupOffer.link}} to apply code {{subscriber.signupOffer.code}} at checkout for 15% off
  

Link to the Attentive-hosted coupon screen

If you do not have the ability to auto-apply a discount code at checkout, we recommend linking to the Attentive-hosted coupon screen that the White Glove team (whiteglove@attentivemobile.com) will need to create for you. Here is an example for message copy:

• Welcome! Click here for your 10% OFF discount code: {{subscriber.signupOffer.couponScreenLink}}
  

Include a shortlink

If the welcome journey you are editing is not associated with a discount, don’t forget to add a shortlink to take subscribers back to your site to keep shopping. Here are some examples for message copy:

• We'll text you about new arrivals and special offers as they happen. For now, shop our latest styles here: <insert shortlink to New Arrivals page>
• Your giveaway entry is confirmed! Return to shopping now <insert shortlink to Homepage>
  

Add an offer reminder to your welcome journey

In addition to editing your welcome message copy, you can also add an offer reminder message to your welcome series. To do so:

1. Add a Wait step to your journey. We recommend a delay of 1 Day.
   
2. Add a Branch step. Select the following behavior:
   
   • Trigger: Has redeemed their offer
   • Frequency: At least once
   • Recency: Since starting this journey
   
   
   
3. Add a Send text message step underneath the Else branch, and write your message. As best practice, we recommend:
   • Re-inserting the {{subscriber.signupOffer.code}} variable in your message copy. For example, “Still deciding? In case you forgot, use code {{subscriber.signupOffer.codek}} for 20% off. Click here to shop now”
   • If your site supports auto-applying a discount code at checkout and you have enabled auto-apply discount codes for your account, use {{subscriber.signupOffer.code}}
   • If your site does not support auto-applying a discount code at checkout, we recommend inserting a shortlink that goes back to the site with appropriate UTMs
   
4. Add an End journey step.
5. Select Activate changes.
6. > Choose to either allow subscribers to complete the existing journey or end the existing journey for all.
7. >Select Activate new journey.
   
   
   

Send a contact card in a welcome journey 

Note: This feature is only available for customers on a dedicated short code or toll-free number.

For customers on a dedicated short code or toll-free number, you can add a contact card message as part of your welcome journey. First - you need to have your Contact Card set up in the Settings tab. For more information about setting up Contact Cards, visit the FAQ. 

To send a contact card:

1. Edit your welcome journey and add a Send text message step. Note: We recommend sending the contact card immediately after the initial welcome message.
   
2. Edit the copy in the message.
   
   Example messages:
   
   • Don’t miss out: Add us as a contact to your phone to access exclusive content first!
   • Don’t forget to save our contact to get exclusive updates!
   • Also, to ensure you receive all of our messages and videos, add us to your contacts!
3. Click the photo icon, and select Add Virtual Contact Card.
   
   
4. Save the new text message with the attached contact card.
   
   Note: We recommend sending the contact card right after the welcome message. In addition, we recommend toggling Use Smart Sending off.