You can use branching in Orchestrate to set up diverging splits within a journey that visitors are sent down based on conditions set for each split. This lets you create dynamic journeys where each visitor receives messaging tailored to their metadata or app activity.
For example, if you have a journey set up to promote your top feature, you can set up branching to send one version of your messaging to users who have already activated a free trial, and one version to users who haven’t set up a free trial yet.
Note: This feature is in open beta and will be gradually added to Pendo subscriptions.
Use cases
Here are some popular examples that allow you to make the most your visitor’s behavioral data to send them tailored messaging.
Split new users by feature usage. Send custom guidance to new users based on the features they engaged with first. This catches their attention by focusing on what brought them to your app in the first place, and allows you to share relevant information to inspire them to come back.
Split by email engagement. If a visitor viewed an email announcing a new feature, you might follow up with a relevant guide that provides additional information about that feature that wasn’t covered in the email. If a visitor didn’t view the email, you can try sending the same information in that email via a guide as a way to try a different communication email.
Split by onboarding steps completed. For onboarding flows that require users to complete specific steps, you can meet them where they’re at by providing custom messaging to help them complete the next step in the onboarding flow. This helps them move forward without repeating a previous step or skipping a step they haven’t completed yet.
Split by recent visits. Set up branches for users who haven’t engaged within a certain time frame (e.g. 30 days) to send tailored messaging to encourage them to re-engage. Use the other branch to tailor messaging for users who have engaged during that time.
Split by role or account metadata. For account events like renewals, create a segment based on account-level metadata (such as renewal date) then set up branching based on role (such as Admin vs. regular user). This allows you to deliver tailored messaging that’s relevant to their role in the renewal process.
Split by account manager. For workflows initiated by a user action, such as requesting to add seats, use metadata (e.g. Account Manager) in a series of conditional splits. While variable sender fields aren't currently supported, you can branch to different email steps, where each email is pre-configured to be sent from the correct Account Manager's address or a pooled inbox. This allows for personalized sales follow-up triggered automatically by user behavior.
Prerequisites
To use branching in Orchestrate, you must have:
- Pendo Orchestrate included in your subscription.
- Admin permissions in Pendo. For more information, see Roles and permissions.
Set up branching on a journey
You can add branches when creating new journeys or editing existing journeys. The steps to do so are the same.
Note: Currently, you can only set up a max of two splits.
- Select Channels > Journeys to go to the journey details page that you wish to add a split to.
- From the journey tab, select the + icon, then select Conditional split under the Actions header.
- Select the split you’re adding conditions to.
- On the conditional split details page, add a name, description, and conditional logic for this split. Select the And and Or options to add logic for filtering visitors to see the messaging within this split based on product usage or metadata.
- After all conditions are set, select Save. The split is added to the journey map to the left.
To edit a conditional split after it’s been added to a journey, select the split on the journey map, then select the Edit button.