Workflow Overview

A workflow is a method of creating messages via the dashboard. This document explains how to use workflows, their navigation and page elements, and how to find your message drafts.

Learn each workflow by following the tutorials:

Process

First choose your project from the dashboard, then click Create and make your selection.


The steps vary slightly per workflow, but in general you will:

  1. Choose who to send the message to.
  2. Enter the message content.
  3. Configure its appearance.
  4. Decide when the message will be delivered.
  5. Review the appearance and content of your message.
  6. Send the message.

For A/B Tests you will create message variants. Automation is started rather than sent. For In-App Automation you will choose a display trigger rather than delivery. Apple News messages are sent immediately.

Important

The Apple News workflow is a single screen, with no navigational elements. The remaining information on this page does not apply to Apple News.

Navigation

The same page elements persist across every screen as you create a new message.

Progress Header

Your steps are tracked in the progress header.

In the Message, Automation, and A/B Test workflows, completed steps display a green check mark icon, showing you are ready to proceed. A red (!) icon appears if you need to fix anything. Click a step name to move ahead or to go back and edit.


In the In-App Automation workflow, click the right arrow to move to the next step — it will be greyed out and inactive until the step's minimum requirements are fulfilled. In the final step, the arrow is replaced with a Finish button.

Each step is indicated as a color-coded dot:

  • Green outline: Current
  • Grey outline: Unviewed
  • Red outline: Incomplete
  • Grey solid: Completed

Hover over a dot to see its step name appear as tooltip. Return to any previous step by clicking its dot.

Exit Menu

If you need to leave the workflow, click Exit in the right side of the header. All changes will be saved, and you will be directed to your Drafts.

Click the arrow for more options:

  • Delete: Delete a Message, Automation, or A/B Test.
  • Revert: Revert changes to a saved Message, Automation, or A/B test.

Revert & Exit

When editing a message created via the Automation workflow, you will see Revert & Exit instead of the Exit link and arrow.

When editing a saved Automation, click Revert & Exit to abandon changes. To proceed with changes, click Update Automation at the bottom of the window.

Summary and Help

Immediately under the progress header is an arrow tab. Click the tab to expose Summary and Help.

Your selected conditions are displayed in the Summary. The Help tab displays information relevant to the current step. Click the (?) icon in any step and the Help tab will open to that topic.

Device Preview

As you draft your message, the device preview updates with your changes.

Click the arrows to page through the various device previews. The platform and display type dynamically update in the dropdown menu above. You can also select a preview directly from the dropdown menu.

Open Channel

The Open Channel preview is a data table containing the message's selections and content. This preview format appears by default when an Open Channel is the only selected plaltform. It can also be selected from the preview dropdown menu when an Open Channel has been combined with other platforms.

Page Elements

These elements appear in the Content step of the Message, Automation, and A/B Test workflows and Push templates.

Truncation Indicator

Below the content text box is a color-coded indicator that warns when your message may be truncated on some devices.

  • Green: Full length of message will appear in most cases
  • Orange: Message may be shortened on some devices
  • Red: Message will be shortened on all devices
Tip

Best practice is to make your message as brief as possible, though some customers find success when a message truncates, teasing their audience to learn more.

In-App Message Text

If you choose to combine a Push Notification and In-App Message, an In-App Message Text section appears below the message truncation indicator. By default, the In-App Message's alert text is the same as the Push Notification text. If you'd prefer to use a different message, select the radio button for Write alternative, and enter your text in the box that appears below.


SMS Counts

For SMS notifications, below the content text box is the message's character count and the total number of SMS notifications that will be sent.

  • A message over 160 characters will be split into an additional message.

  • If emojis and/or multibit characters are included, the SMS notification will be split into an additional message after 70 characters.

We will ensure the delivery of split messages, and most modern phones will concatenate the messages for the recipient, displaying them as a single message as opposed to delivering message 1 of 2 and message 2 of 2 separately.

The number of actual SMS messages sends will be billed even though the receiving device may display a fewer number of messages.

Tabs

When you combine SMS, Email, or Open Channels with additional platforms, the content is configured on separate tabs.

Set a Tag

Click Set a tag to remove an existing tag, or set and remove tags.


Type ahead to find tags that exist in the system, or create a new tag.

Tip

Tags let you dynamically track user interactions for follow-on retargeting campaigns by setting one or more tags when the user interacts with this push. For example, if you set a tag "responded-campaign1" then you can target them with another message at a later date, knowing they are active users. Alternatively, you can re-engage them with an automated message if they are inactive for a period of time.

Drafts

Your drafts are saved automatically. Go back to a saved message or test via the Messages menu.

Navigation varies per workflow type:

Note

The last step in creating an In-App Automation is clicking Finish. If you exit before this final step, the message is still a draft.