Business Value
By allowing marketers to react to multiple customer actions simultaneously, this feature enables faster, more intelligent decision-making within journeys, reducing the time and effort required to manage complex branching logic. Marketers can now consolidate multiple interaction outcomes into a single decision point, saving operational overhead while increasing precision in how each customer is engaged. This leads to better-targeted messaging, higher engagement rates, and stronger conversion outcomes. Additionally, simplifying journey configuration reduces setup time and ongoing maintenance, allowing teams to launch faster and scale efficiently across channels.
Feature Details
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.
Enabled for:
Admins, makers, marketers, or analysts, automatically
This feature is meant to be used by administrators, makers, or business analysts and is enabled automatically.