1. Attentive
  2. Journeys
  3. Work with journey triggers, steps, and branches

Triggers in journeys

Updated

A journey begins when a subscriber does something that triggers a journey, like adding a product to their cart or opting into messaging. You can think of each trigger as the foundation of different kinds of journeys. To learn more about how journeys work, check out What are journeys?

You can get started quickly by selecting a prebuilt journey that builds a journey for you automatically, or by creating a custom journey and selecting the right trigger for what you want to do.

Note: Access to different triggers may vary based on your pricing plan with Attentive and which integrations you’re using. Please contact the White Glove team (whiteglove@attentivemobile.com) if you have any questions or would like to gain access to additional triggers.

You should know

  • Transactional messages, like the Shopify and ReCharge journeys, have different regulatory rules than promotional messages. Generally, you can only use transactional triggers to let subscribers know when their purchase is confirmed, order shipped, or other similar non-promotional messages. To learn more, see What are transactional journeys?
  • Looking for a downloadable version of the Attentive triggers guide? Check out our Journey Overview!

  • With an eCommerce integration or the Product Data API, you can input product data to incorporate product attributes in your subscriber segments or journey branches. This allows you to create product-change triggered journeys. For more information, see Use your product data in Attentive.

Basic journey triggers

  • Signed up: Welcome new subscribers with a greeting, discount, or info about your business.
  • Viewed a product: Send browse abandonment messages to subscribers who viewed any product but did not add it to their cart to encourage them to purchase it. Works best when paired with discounts or other offers.
    • Pair with branching on product data to send messages when specific items were viewed.
  • Added to cart: Send cart abandonment messages to subscribers who added a product to their cart but did not complete the purchase. Works best when paired with discounts or other offers. If a subscriber added multiple items to their cart, only the first item they added can be used as the trigger. 
    • Pair with branching on product data to send messages when specific items were added to cart.
  • Made a purchase: Send post-purchase messages to subscribers who purchased a product.
    • Pair with branching on product data to send messages when specific items were purchased.
  • Winback eligible: Send messages to subscribers who may be about to churn, and win them back to your brand by sending timely messages and special offers. For more, see Create a winback journey.
  • Joined a segment: Send messages to subscribers when they enter a segment for the first time. For more, see Create a joined a segment journey.
  • Custom trigger: Build a custom trigger using your own event data, like order update messages, appointment and reservation reminders, and more. For more, check out What are custom triggers?

Product data triggers

Product data triggers let you build journeys that trigger off of changes to products in your store, like price drops and low inventory counts. Product data triggers include:

  • Low inventory: Send subscribers messages when a product they viewed or added to their cart becomes low in inventory. For more, see Create a low inventory journey.
  • Price drop: Send subscribers messages to let them know when a product they added to their cart has a reduced price. For more, see Create a price drop journey.
  • Back in stock: Send messages to subscribers when specific items are back in stock. For more, see Create a back in stock journey.

Shopify triggers

Shopify triggers let you message subscribers when they interact with your Shopify store. Use the order shipped trigger to message subscribers when their order ships, use the out for delivery to message when their order is about to be delivered, and so on. By default, Shopify journey triggers are transactional, which means you can’t use them for promotional messages.

Currently available Shopify triggers:

  • Order Confirmed: Sent when a subscriber completes a purchase.
  • Order Shipped: Sent when a subscriber’s order has shipped.
  • Checkout Started: Sent when a subscriber adds an item to their cart on your Shopify store, but doesn't complete the purchase.
  • Order Canceled: Sent when either you or a subscriber cancels their order.
  • Order Delivered: Sent when an order is delivered to a subscriber.
  • Order Out for Delivery: Sent when an order is out for delivery to a subscriber.
  • Order Refunded: Sent when a subscriber is refunded for an order.
  • Refund Failed: Sent when a refund fails.
  • Shipment Cancelled: Sent when either you or a subscriber cancels a shipment.

AfterShip triggers

If you're using AfterShip for shipment tracking, you can build journeys that let your subscribers know when:

  • AfterShip - Available for Pickup: Their shipment has arrived at a pickup point and is ready for pickup.
  • AfterShip - Delivered: Their shipment has been delivered successfully.
  • AfterShip - Delivery Attempt Failure: The carrier failed to deliver their shipment.
  • AfterShip - Exception: Their shipment is held at customs, returned to sender, or any other shipping exceptions.
  • AfterShip - Expired: Their shipment has had no tracking information for 30 days since it was added.
  • AfterShip - In Transit: The carrier has picked up their shipment from the shipper.
  • AfterShip - Info Received: The carrier has received the shipment information and is on their way for pickup.
  • AfterShip - Out for Delivery: The carrier is delivering your shipment.

ReCharge triggers

ReCharge triggers let you build journeys when subscribers interact with subscription products on your store. By default, ReCharge journey triggers are transactional, which means you can’t use them for promotional messages.

  • Subscription started: Trigger a journey when a subscriber begins a subscription via ReCharge.
  • Subscription skipped: Trigger a journey when a subscriber skips a subscription interval via ReCharge.
  • Upcoming charge: Trigger a journey when a subscriber has an upcoming charge for their subscription via ReCharge.
  • Charge failed: Trigger a journey when a payment fails via ReCharge.

[Beta] Klaviyo triggers

Use Klaviyo triggers to build journeys that trigger when subscribers receive, open, or click on a link in an email you send them with the Klaviyo integration.

Note: Klaviyo email activity doesn't appear in real time in journeys, and there's a delay between when a subscriber interacts with an email and when that activity is “seen” by a journey. See the delay estimate for each trigger.

  • Email Received: Create journeys that can message subscribers based on whether or not they received an email from you through Klaviyo.
    • Delay estimate: 1-3 hours
  • Email Opened: Create journeys that can message subscribers based on whether or not they opened an email from you through Klaviyo.
    • Delay estimate: 30 minutes
  • Email Clicked: Create journeys that can message subscribers based on whether or not they clicked on any link an email from you through Klaviyo.
    • Delay estimate: 30 minutes

Want to sign up for the beta for Klaviyo email triggers? Contact your CSM.

 

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