Deep-dive into customer interactions with actionable insights that you can leverage to refine your email strategy. Tweak content placement, layout, and design to elevate user engagement.

• Get a fast, visual way to understand engagement based on your email design.
• Understand which email area and links get the most and the least engagement by viewing the click-through rate (CTR), total clicks, and unique clicks.
• Filter the heatmap based on the email version, journey version, and date.
• Toggle between all devices, desktop, and other devices to visualize results for different devices (all devices view is only available when the email sections are consistent across devices).

You can even select the email variation you want to visualize.

To enable the heatmap, go to Settings > Feature switches > Email editor and switch on the Email Clickmap toggle.

Scenario: Contoso recently launched a new email campaign to promote their latest smartwatch. They crafted three variations of the email, each tailored to different customer segments: VIPs, fitness enthusiasts, and casual athletes. By using the heatmap feature, they were able to analyze the performance of each variation. The heatmap revealed that the "Get Discount" button in the email sent to fitness enthusiasts had the highest click-through rate. Additionally, images showcasing the new watch itself performed better than lifestyle images. Armed with these insights, Contoso optimized their email content and design, focusing on the elements that drove the most engagement, and offered an additional discount to the low-performing segments. This data-driven approach enabled them to create more effective campaigns and achieve better results.

Protect your brand's reputation and maintain customer trust by pausing outreach during unexpected events like natural disasters or periods of national mourning.

• Pause a journey manually to prevent new customers from entering.
• Resume a journey manually so new customers can enter.
• If needed, the paused journey can be stopped.

Scenario example: A national bank is conducting a campaign across the country to contact borrowers who are behind on their mortgage payments and are at risk of foreclosure. When a natural disaster strikes and a state of emergency is declared, continuing this outreach would be seen as insensitive. Previously, the bank had to stop the journey and launch a new journey with an updated audience (to avoid contacting the same customers again) after the situation improved—a process that was both labor-intensive and prone to errors. With the new journey pause capability, the bank can effortlessly pause the outreach and resume it once conditions allow.

• Use the standard out-of-the-box triggers to facilitate greater engagement with your customers rather than using more complex approaches such as Power Automate flows.
• Use marketing interactions such as "email link clicked" to orchestrate customer journeys based on a certain customer interaction.
• Make the right business decisions by branching journeys based on customer interactions and responses.

With the enhanced quiet time options, you can:

• Ensure adherence to various regulations by establishing quiet time rules for different regions or based on your business operation.
• Set the times, days, and dates when customers shouldn’t be contacted.
• Define the customer’s region and time zone.
• Customize quiet time settings for a particular journey. Upon activation of the journey, interactions are either initiated or queued in accordance with the preset rules and the identified customer's time zone or location.

Scenario example: Consider the case of a global e-commerce company that has customers spread across multiple countries. To respect their customers' time and adhere to regional regulations, they decide to set quiet times based on their customers’ locations. They set up different quiet rules for customers in the United States, Europe, and Asia, ensuring they comply with each region's specific communication laws. Once the journey is activated, all promotional interactions are either triggered or queued based on these pre-established rules and the provided customer's time zone. For instance, a customer in New York receives promotional information during their daytime, increasing the chances of engagement.

This feature allows journey designers to simultaneously branch on multiple marketing interactions. Marketers can use the "Wait for trigger" tile after sending a marketing email and choose "Previous message gets an interaction", then configure multiple interaction triggers—such as Email Opened, Email Blocked, and Email Bounced—within a single branch to define distinct paths in the journey. This provides a unified and simplified method for orchestrating diverse customer experiences based on how individuals engage with marketing messages.

This feature is available to all users with access to real-time marketing journeys and requires no additional setup or licensing changes.

Scenario example: Consider the case of a marketer at Contoso Coffee running an email campaign. If a customer opens the email and clicks a link, they automatically receive a follow-up email offering a personalized discount. However, if the customer only opens the email without clicking the link, they go down a different path in the journey that sends a reminder email showcasing additional product details. This ensures each customer receives communication that reflects their level of engagement, improving both relevance and conversion likelihood.