Advanced Options

Advanced Options in Flow enable you to configure some additional features for your communication with customers.

Channel Settings

Learn how to use different options available within channels to get the most from your messaging campaigns. This section covers the Validity Period, Sending Speed and Delivery Time,  Data Payload, and URL Shortening and Tracking. 

Validity Period 


Sent messages have a specific period during which the system will try to deliver them, regardless of the channel.

For example, you want to send a communication to your audience and some users have their cell phones turned off, the system will periodically retry to deliver the messages until the validity period passes.

The default and maximum validity period is 48 hours, and it does not need to be set for each communication. If you want to set a shorter period, use the Advanced section in the side panel of the channel you are using to send the messages. You can choose between hours and minutes

Flow advanced options - validity period

Sending Speed and Delivery Time

Each send element (elements containing messages: SMS, Email, Viber, etc.) inside the Flow, including Start Call and Call API, can have their own Message Sending Speed. For example, if you’re sending a promo campaign and the goal is for your customers to place orders through your call center, this can cause backups and long call wait times. To avoid such a scenario, send messages at the speed that your call center can handle comfortably.

Enter the specific number of messages you want to send within seconds, minutes, hours, or days (for example, 1000 messages per hour).

Using the Delivery time window, set the exact time and timezone for your communication. 

message sending speed

 

Data Payload 


The data payload is available on all channels on the Flow. It lets you send additional multiple data, and it can be used as a placeholder included in the content of your message. Push channel by default has MSISDN (cell phone number) set as data payload due to the technical implementation of Mobile Apps Messaging as a channel.

Flow advanced options - data payload
 

URL Shortening and Tracking


Links that we include in promotional messages, instructions, notifications, etc., are often long and not so pretty. The research has shown that end users don’t prefer to click on long URLs with a lot of parameters. End users find them untrustworthy or even consider them as spam.

If you are using SMS, Viber, or WhatsApp as a channel, you should be cautious about the message length and characters. With long URLs, what was meant to be sent as one SMS message can be sent as two or even more messages, generating additional costs for you.

On top of all of that, if you can`t measure results and clicks, how will you improve your strategy and communication?

So, besides URL Shortening, use the tracking option - both available in the channel side-panel > Advanced Options - to see which of your end users clicked the links inside your messages.

Send SMS using Flow - advanced options - URL shortening and tracking

Make sure to select Shorten URLs check box to replace long URLs with the short ones. To track the links in your messages, select Track URL clicks check box.

AVAILABLE CHANNELS

The URL shortening and tracking is currently available for SMS, Viber, and WhatsApp.

Flow Settings

Want to select the goal that will help you track and modify your communication? Meanwhile, you also have to think about the best time and day to reach customers and decide how many times you want to include them in the same campaign. This article will help you understand how to use these features.

Frequency Cap

To avoid both overwhelming your customers and not reaching out enough, think about the number of messages that would be the most suitable for each of your communication campaigns. When creating one such campaign based on customer actions (Events), you can decide how often customers should enter your flow.

Take the welcome sequence scenario as an example. The welcome sequence is triggered when you want to welcome and quickly onboard your newly registered user, and it should only happen once per person. Although you probably don`t want to send multiple registration events for the same person, mistakes can happen. To remain in full control of your automated communication, use the Frequency cap inside the FLOW SETTINGS.

There are 3 controls in Flow Settings:

Flow reenter is enabled. Specify whether the flow should be recurrent (a person can enter it multiple times) or non-recurrent (each person enters it only once). This feature is enabled by default.

Time Delay. Decide how much time should pass before a person becomes eligible to re-enter the flow after exiting. Keep in mind that only one Time Delay can be set.

Entry Limitations. Set the limit for the same person to re-enter the flow during any given time period - for instance, 2 times within one week. You can set multiple Entry Limitations, something like 1 per hour and 24 in one day.

If a person becomes eligible for the entry trigger –  in this case the trigger is Registration – but the Time delay and/or Entry limitations (see the image above) prevent that person from entering the flow, the existing information within the entry trigger will not bring this person into the flow.

When you set Flow reenter is enabled and don’t set Time Delay and Entry Limitations, a person will be eligible to re-enter the flow right after exiting, that is if they match the condition for re-entry.

Scheduling Options

The scheduling side-panel is where you can set the start date and time for your flow, as well as an end date and time, depending on the audience you want to reach and the timeframe you have defined for your campaign.

scheduling communication with customers

Indefinite Flow

Select FLOW SETTINGS >  Run this flow indefinitely and the flow won't stop automatically 90 days after the launch. The flows set to run indefinitely will stop only if no flow element was triggered for 90 days.

Flows with the Predefined Audience starting point can`t last indefinitely due to the nature of this entry point – all the audience enters at once and there is no option for someone to be added to the flow at a later time.

Goals

The purpose of communication is often much more than to simply deliver messages. Many times it involves a goal such as an increase in purchases, and this is why we have introduced the possibility to set any tracked event as the (custom) goal of the flow.

A goal can be set before and after the communication flow has been launched. It will get you information about the overall number of end users reached at the specific point of their customer journey and the percentage of end users who acted in a way that will help you achieve your set goal.  

Let`s say that you want to sell a certain number of a specific brand of shoes. Once you have created your Flow and selected your starting point and communication channel, click Set a goal.  

PurchaseFinished becomes your goal. You will see how many people saw your message, plus how many bought the item. This helps track your communication and how close you are to achieving your goal.

Most of the Flow elements will have the following metrics available:

  • Total Engagements – a value consisting of all end users that reached a specific element in the flow. Those that reach the same element multiple times will also be represented in this value.
  • Unique Users Engaged – a value consisting of all end users that reached a specific element in your flow. Those that reach the same element multiple times will not be counted.
  • Number of Messages Sent From a Flow Element (if the purpose of the element is to send messages, Start a Call, or trigger a Call API) – a value consisting of an overall number of messages sent from a Flow element. If some messages are broken down into two or more, like in the case of long SMS messages, they will be counted too, and they could sometimes be larger in number than the Unique Users Engaged.

Detailed Flow Analytics

You are interested in the data about your communication campaign? Click the campaign in question and the View Flow Performance element.

The overall analytics for Flow has three main categories:

  • Total number of recipients
  • Amount of sent messages
  • Cost of the flow