Create Two-Way Journeys™

Conversational, Two-Way Journeys™ let you build dynamic, two-way conversations between you and your subscribers to help you uncover unique customer preferences. When subscribers reply to your surveys and questionnaires with a specific keyword, conversational journeys automatically send them personalized recommendations, additional product details, special offers and more. You can fully customize both the keywords that trigger conversational replies, as well as the content of each reply.

Conversational journeys work in tandem with custom attributes, which let you save customizable attributes to each subscriber based on their keyword responses. You can then build segments based from this information and send targeted campaign messages moving forward. For more, check out Define and collect custom attributes.

You should know

Watch and learn: Create a Two-Way Journey

 

Want a deeper, self-guided learning approach? Check out our Two-Way Journeys course on Attentive University.

Launch prebuilt Two-Way Journeys

You can use prebuilt Two-Way Journeys to quickly launch conversational messaging for your brand. Prebuilt Two-Way Journeys were built with conversational messaging best practices in mind, and include both conversational prompts and product personalizations that will resonate with your subscribers.

As with other prebuilt journeys, you’re free to customize each aspect of the journey, including which personalizations are used and the message prompts you send to subscribers. You can also collect custom attributes with prebuilt Two-Way Journeys.

Available prebuilt Two-Way Journeys:

  • Welcome New Subscribers: Message new subscribers with an offer like a discount code when they first opt-in to messaging. For more, check out Welcome journeys.

    Note: You can make new welcome messages only after the White Glove team has built your first welcome message. If you don't already see a welcome journey, contact our White Glove team (whiteglove@attentivemobile.com).

  • Cart Abandonment: Message subscribers after they add a product to their cart, but didn’t complete the purchase.

To launch a prebuilt Two-Way Journey:

  1. While signed in to Attentive, go to Journeys.
  2. Click the Prebuilt journeys tab.
  3. Click on either the Cart Abandonment or Welcome New subscribers prebuilt journey tile that includes the Conversational label.

    Your new Two-Way Journey opens. From here, you can click Turn On in the upper right corner to launch it right away, or customize it further by adding additional steps, branches, or editing message copy.
    j-2way-overview.png

Create a custom Two-Way Journey

You can also build a custom Two-Way Journey, tailoring each trigger, message, and personalization to your brand. You can build a custom Two-Way Journey with any journey trigger by adding a Send auto-reply text message step to a journey.

To create a custom Two-Way Journey:

  1. Create a new journey. You can use a prebuilt journey template, or build one from scratch. You can also open and edit an existing journey you want to add conversational messaging to.
  2. Click the + where you want to add the conversational step, and select Send auto-reply text message. The Send conversational text message step opens.

    Note: If you are using a Texted-a-keyword journey, the entrance keyword can't be used in any "Send auto-reply text message" step in any other Two Way Journey™.

    j-2way-send-auto-reply-action.png
  3. For Select reply format, choose either:
    1. List of keywords: Select if you want subscribers to reply with a typed keyword. Here’s how List of keywords appears on subscriber devices:
      j-2way-keyword-example.png
    2. Recommended: Keywords with descriptions: Select if you want subscribers to reply with a number or letter.
      j-2way-number-example.png
      Tip: Most brands using Attentive have had better results using keywords with descriptions.
  4. For Step 1, write a message that introduces a topic to subscribers and asks them to respond.
  5. For Step 2: Reply, write one or more keyword responses. When subscribers in this journey reply with one of the keywords you set here, they enter the corresponding keyword branch. You can add up to 20 keyword replies, but you’ll get the best results if you stick to three to five responses.
    j-2way-content-diagram-2.png
    For each keyword response, you can set:
    1. Autoresponse reply: The character, number, or phrase subscribers send to you to continue the auto-reply text message journey.
    2. Connector: How your reply prompt connects to the description. Select from: for, -, to get, or if.
    3. Reply reason, item, or outcome: Enter a short description of each reply option.
  6. Add each conversational prompt you want to include, and then click Save. Your journey now has a unique branch of each keyword response.
    j-2way-added-reply-empty-branches.png
  7. Add a Send text message step in each branch. Keep in mind that subscribers will only see this message if they selected that reply.
    j-2way-add-send-texts.png
  8. Optionally – but strongly recommended – add an Add custom attribute step in each branch. For more, see Define and collect custom attributes.
    j-2way-add-custom-att.png
  9. When you’re finished building your Two-Way Journey, add an End journey step, and then click Turn on in the upper right corner.

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