Create a Reconnect Campaign

Reconnect enables you to run personalized 1-to-1 messaging campaigns across channels and customer journey steps. You can create multi-step campaigns that engage users over time with coordinated messages across email, SMS, web push, and app push to improve recovery and conversion rates. For example, you can guide users through cart recovery flows, remind them to complete an application, or alert them to a price drop on a product they expressed interest in using multiple timed steps designed to bring them back and encourage action.

Step 1: Select a trigger

1. In the Campaigns tab, click Create Campaign.
2. Select a campaign type: One of the triggered campaigns or a scheduled push notification. 
   

Step 2: Configure campaign settings

Click Settings in the top menu bar, and set the following:

• Primary metric: Defines the metric to use to measure performance and indicate the winning variation in an A/B test.
• Attribution window: The time frame during which purchases made by a user who clicked on a campaign message is attributed to the campaign.
• Frequency capping: Define the maximum number of messages that can be sent to a user on each channel.

In addition to the configurable frequency capping for each campaign, Reconnect includes other logics aimed to prevent users from being over-messaged:

• Global frequency capping: Limits the number of messages users receive to 5 messages a day per channel, for all campaigns combined. Global frequency capping enforces a limit of up to 5 messages per user, per channel, within a 24-hour period.
• Channel priority: For cases where a variation contains more than one channel messages, you can define a priority to determine through which channel the user will receive a message. The same priority applies to all steps and variations of the campaign. To change the priority, click the Channel Priority node in the campaign canvas.
• Campaign priority: Reconnect prioritizes different campaign types, so that if a user is eligible for more than one campaign at a time, only the one with the highest priority is sent.
• Delivery relevancy: Triggering the same campaign multiple times for the same user might result in delivering only a single message. This is mainly due to the internal cancelation logic that overrides previous triggers, to ensure we always send the most relevant message with aggregated data from all triggering events.

Step 3: Configure trigger settings

1. On the campaign canvas, click the main campaign trigger settings node: 
   
   The settings panel is displayed.
2. In this panel, you can configure the following:

• Trigger when: Set the exact conditions that will trigger the message. For event-based campaigns (Cart Abandonment, Product View, Price Drop, and Custom Trigger), the condition is based on the products in the triggering event, while in a Change in User Attribute campaign, the trigger condition is a change in a user's attribute value, from one user data feed sync to the next (for example, a user's Loyalty status value changes from Bronze to Silver in the next feed sync).
• Wait Time: Set the delay between the time of the triggering event and the time of message delivery. This can be anywhere between 5 minutes and 90 days. This field is not available for Price Drop. 
• Schedule: (Price Drop, Change in Product Attribute, and Change in User Attribute campaigns only). Set the time and day to send the message after the product price drops or the attribute changes. 
• Send to: Select an audience to target, or target All users.
• Don't send if: (Optional). Set conditions that cancel sending the message after the campaign is triggered. This works as an exit criterion for the entire journey, meaning that when the user performs the set action before any messaging step, that step and all subsequent steps are cancelled.

3. For event-based triggered campaigns: Click the Delay node to set the time between the triggering event and the campaign’s first messaging step.
   

Trigger information differs for each campaign type. Click each campaign type to learn more:

• Cart Abandonment: Send a message to users who exit with products still in their cart
• Product View: Send a message to users who view a product
• Change in Product Attribute: Notify users when an attribute of a product they previously interacted with has been changed.
• Price Drop: Send your message when the price of a product that was added to the user's cart drops
• Change in User Attribute: Send a message to users for whom a value changed in the User Data feed.
• Custom Trigger: Send a message based on any user action you can track on your site or via events. 
• Scheduled campaign: Select when to send a message to all users in the campaign’s target audience. 

Step 4: Add steps to your variation (optional)

To create a messaging sequence that sends multiple messages from the same trigger:

1. Click the + icon before or after an existing step in the variation to add another message step at that stage of the journey.
   
2. Set the wait time for the step to determine how long after the previous message the next message is sent.
   

• You can name each step to better understand its purpose. The name also appears in the campaign’s report.
• You can create up to 10 steps in each variation.