Before you get started:

With custom journey triggers, you can leverage the Attentive Events API to build custom journey triggers based on event data you collect about your customers and how they interact with your business. While journey templates and pre-made triggers offer an easy solution to quickly building great experiences for your customers, custom journey triggers let you build exactly the right type of journey for the exact use case you have.

On this page

You should know

  • After you build an event with a custom trigger, customers are entered on that journey when you send the corresponding event to Attentive. 
  • You can include an offer in a journey triggered by a custom event, but only in marketing journeys.
  • If you include a URL in a custom event sent to Attentive, you can use the URL in a macro. You can also use the link shortener. However, note that Attentive does not support custom UTMs on links, but you can include UTMs directly in the link you send Attentive.
  • You can run the same reports on journeys that use custom triggers as non-custom journeys. For each journey, message sent by a journey, and journey revision, you can see:
    • Sends
    • CTR
    • CVR
    • Revenue

How can I use custom journey triggers?

You can use custom journey triggers for nearly any use case you can come up with! Here are some suggestions to get you started:

Order update journeys

j-ctrig-orderupdate.png

  • Custom event trigger examples: Order confirmed, Order shipped, Order delivered
    Event property macro examples: Order number, Tracking number, Shipping date, Customer first name

Appointment and reservation update journeys

j-ctrig-appt.png

  • Custom event trigger examples: Appointment confirmed, Upcoming appointment, Appointment cancelled
  • Event property macro examples: Appointment number, Appointment date, Appointment location

Loyalty update journeys

j-ctrig-loyalty.png

  • Custom event trigger examples: Loyalty points added, Loyalty points expiring
  • Event property macro examples: Total loyalty points, Number of loyalty points added, Loyalty status (Gold, Silver, etc), Loyalty points expiration date

Interacted with email journeys

  • Custom event trigger examples: Email sent, Email opened, Email clicked
  • Event property macro examples: Email subject line, Email type (new sale, new release, etc.)

Additional types of on-site events

  • Custom trigger event examples: Added to wishlist, Checkout started, Checkout completed
  • Event propert macro examples: Checkout link, Wishlist link, Product name(s), Cart amount

Create a new journey from a custom trigger

Keep in mind that before you can create a journey from a custom trigger, your team must first send events to the Attentive Events API. To create a new journey from a custom trigger:

  1. From the Journeys page, click Create journey.
    j-ctrig-create-cutom.png
  2. Click the Custom Journey tile …
    j-jtrig-custom-event-tile.png
    Click the custom event trigger you want to use for the journey, and then click Continue.
    Tip: Journeys that use your custom triggers are labeled with Your Custom Event.
  3. Select whether this journey is transactional or promotional. Not sure? Check out Transactional vs marketing: Which should I choose?
    j-ctrig-choose.png
  4. Build your journey as normal. Keep in mind that when you add a text message step, you can include details about the customer, their order, and more using personalization macros.
    j-ctrig-insert-macro.png
  5. When you’re finished building your custom journey, don’t forget to click Turn on.
    j-ctrig-turnon.png