Orchestrate is designed to help product teams deliver timely and relevant messages at the right time to the right users to drive product usage and adoption. Using Orchestrate to design a cross-channel approach for both mobile and web apps allows you to maintain consistent communication, enhance engagement, and ultimately increase retention by targeting visitors where they are most active and receptive.
With emails and guides working together, you can build cross-channel journeys powered by product data to encourage your visitors to achieve product goals. For more information, see Create a journey and Add messages to your journey.
As your journey is running, you can monitor the results to see metrics about visitor engagement with the journey and how many visitors achieved the journey goal. For more information, see Monitor journey results.
You can also create a standalone email to increase feature adoption or announce new features. This allows you to engage with your visitors outside the app, encouraging them to revisit the app or to try it for the first time. For more information, see Create an email.
Use cases
Orchestrate lets you engage with your visitors to achieve your defined goals, which might include introducing new functionality to your visitors or encouraging engagement with them.
Use cases include the following examples:
- Onboard new users. Create personalized, cross-channel welcome experiences to connect with your visitors and help them to get value out of your app quickly.
- Drive adoption. Ensure your customers are engaging with your app by announcing new features and helping users who've abandoned workflows.
- Reduce churn. Connect with inactive users outside the app to reengage their interest.
How journeys work
Journeys run continuously, unless an end date has been set, so that the messages in the journey continue to be delivered as new visitors join the targeted segment.
Visitors move through journeys based on the following logic:
- They qualify for a segment.
- The time period between the messages they receive.
- They achieve the journey goal.
Journeys are automatic by default so that as visitors enter the segment that's set for the journey, they automatically enter the journey and receive every message in the journey until they achieve the journey goal. The day count starts from the day the visitor qualifies enters the journey. If they don’t view or open a message, then the next message in the journey is still sent to them.
If a visitor doesn't log in for a period of time, they bypass a guide that's set to show during the time frame in which they didn't log in.
Here's an example journey:
A visitor enters the journey and sees guide 1, which is visible for 4 days. They didn't achieve the journey goal with guide 1. Then they don't log in for 10 days. The next time they log in, they bypass guide 2 and receive guide 3, which was set to be visible for 4 days after guide 1's visibility period is over.
There must be at least one day between messages in a journey. All the messages in the journey inherit a single journey goal, and all journeys require a goal. Journeys can have up to 10 messages.
A visitor exits a journey if they:
- Achieve the journey goal, such as view a Page or click a Feature.
- Leave the relevant segment.
- Receive all the messages in a journey.
A visitor can move through the journey a single time only. If the visitor leaves the relevant segment and then requalifies for it, they’ll rejoin the journey at the place they left off. If they exit the journey because they've received all the messages, they won’t reenter the journey if they exit and then rejoin the relevant segment.