Add Actions to Flows

Select the channel you want to add to the flow.

Adding Actions in Canvas

On the MoEngage Canvas, do the following:

• Click + and do one of the following to add the campaigns.
  • Click the category that the channel belongs to.

    Category Name	Channels That Belongs to This Category
    Messaging	Push, Email, SMS, RCS, WhatsApp, InApp, Onsite, and Cards
    Social and Ads	Facebook and Google Ads Audience
    Others	Connector and Next Best Action

    The five frequently used stages are displayed under the Frequently Used section on the All stages tab. The list of available stages changes dynamically based on your workspace. Click the required stage to add it to the flow.

    
  • Click the Actions tab.
  • Search for the campaigns directly via the Search bar.

Then, click one of the campaigns:

Push

When a user reaches this stage, a push is sent to the user if the user has active devices. Marketers can configure messages for Android, iOS, and Web devices simultaneously.

Marketers can set the new push message (personalize-able on User attributes) or import the message from an existing campaign using the campaign ID of that campaign**.**

Supported Platform

The following platforms are supported for Push:

• Android
• iOS
• Web

Email

When a user reaches this stage, an email is sent to the active email subscription of the user.

Marketers can create the email from scratch or use an existing email template.

Connector

When a user reaches this stage, the action defined in the Connector would be executed. For example, you could configure a connector to:

• send messages to any channel that is not directly supported on MoEngage.

• update user data in third-party systems or MoEngage. For example, if a user has performed a specific event, such as purchasing a premium subscription, you can use the connector campaign to update any user property associated with this event.

  

SMS

When a user reaches this stage, an SMS is sent to the user as per the SMS settings.

• For more information about planning to use SMS in your Flows, refer to Configured SMS Settings.

• For more information about personalizing your SMS message, refer to Personalization.

  

RCS

When a user reaches this stage, an RCS message is sent to the user according to the configurations made. RCS appears as a dedicated channel on the flow canvas alongside other channels like Email and SMS.

In the Configure RCS Message panel, you can provide the following details:

• Campaign name: Type a unique name for the flow stage campaign.
• User attribute that stores user’s mobile number: Select the specific attribute that stores the user’s mobile number.
• Select sender: Select the authorized sender.
• Select template: Select a custom template for the message.
• Personalization: You can personalize fields such as Title, Body, and Suggestion using user attributes like {{Name}} or {{Link}}.
• Test Campaign: Use this section to send a test message to a specific user to verify the personalized preview before publishing.
• Preview type: You can use this option to switch how the message content is displayed:
  • Default: This option displays the message as entered in the listed fields.
  • Personalized: This option displays the message exactly how the message will look to an end-user, substituting the personalization tags with actual values.
• Import data from another campaign: This option allows you to reuse message content for the current flow stage by importing it from an existing campaign.
• A/B Test: The A/B Test feature allows you to test multiple variations of the message content within a single flow stage.
• Locale: The Locale feature allows you to customize the content of the message based on the user’s preferred language or geographical region. This enables you to send the same campaign to a global audience while delivering messages in their local language, thereby improving relevance and user experience.

• Fallback is not directly supported within the RCS campaign creation step itself. Instead, you should use the subsequent node in the flow to send a fallback message via another channel.
• When importing content from an existing campaign, any associated SMS fallback configuration is excluded because it is not supported in the dedicated RCS node.
• Intelligent Path Optimizer (IPO) is currently not supported for the RCS channel.

When configuring a stage immediately following an RCS action in the flow, the following conditions are available under the Conditions and controls tab:

• Action conditions:
  • RCS sent successfully
  • RCS delivered successfully
  • RCS read successfully
  • RCS clicked

While the flow is live, hover over the RCS stage to view the following metrics and analyze the performance:

• Sent

• Delivered

• Read

• Click (CTR)

• Conversions(CVR)

• Conversion Events

  

Click the info icon to view the Campaign analytics and info page.

Stats

On the Stats tab, you can find a comprehensive view of the flow’s performance, with specific sections dedicated to the RCS channel.

Engagement Trends

This section allows you to view aggregated flow performance metrics filtered by the RCS channel. You can see the following key performance indicators (KPIs) presented as individual metric cards:

• Sent: The total number of users to whom the message was sent.
• Delivered (Delivery Rate): The total count of users who successfully received the message and the average flow delivery rate.
• Read (Read Rate): The number of users who opened and viewed the message, with the average flow read rate (a unique RCS metric).
• Clicks (CTR): The total number of times the message links or actions were clicked, and the average flow Click-Through Rate.
• Conversions (CVR): The number of unique users who completed the conversion event after receiving the message, and the average flow Conversion Rate.

The Engagement Trends can be viewed in Time Series, Table, or Series with Table format by selecting the corresponding option.

Error Failure Breakdown

This section is dedicated to troubleshooting issues with message delivery.

RCS Failure Breakdown: It displays a breakdown of failures specifically for the RCS channel. This allows you to identify reasons for non-delivery or sending failures, leveraging the existing flows infrastructure and framework.

Campaign Stats

This table provides a detailed, row-by-row performance summary of each campaign within the flow filtered by the RCS channel.

• Metrics Included: The table shows the Campaign Name, Type, Total User Entries, Total Sents, Delivered/Opened/Impressions/Synced/Reads, Clicks, and Unique Conversions.

  

Supported Platform

The following platforms are supported for RCS:

• Android

WhatsApp

When a user reaches this stage, a WhatsApp is sent to the user, as per the WhatsApp settings. For more information about setting up and using WhatsApp in your Flows, refer to WhatsApp.

Onsite Message

When the user reaches the OSM stage, they become eligible to receive the onsite message. The will see this OSM only when the user satisfies the OSM trigger criteria in the next session.

You can wait for users to interact with the action campaign using one of the below conditional stages:

• Has seen onsite message
• Has clicked onsite message
• Has closed onsite message

Scheduling Onsite messages

For Onsite action campaigns, you can schedule how long the campaign stays active. It can be based on when users reach the onsite stage or a specific time. If the campaign ends at 4:00 PM on Friday, the 13th of 2021, users reaching that stage after that time won’t qualify and will move forward.

When will users see the Onsite messages?

To see an onsite message, users will have to satisfy the following:

• reach the Onsite stage
• execute the trigger condition within the OSM campaign’s scheduled time

The users will not see the Onsite message (even if they execute the trigger condition) in the following scenarios:

• they have exited the flow due to exit on conversion settings
• the flow is in any of the following states: stopped, paused, completed
• the flow has zero active trips and is in the retired state.

Supported Platform

The following platforms are supported for Onsite Message:

• Web
• M-Web
• TV

In-App

When the user reaches the In-App stage, they become eligible to receive the InApp message. The will see this InApp only when the user satisfies the in-app trigger criteria in the next app session. You can wait for users to interact with the action campaign using one of the below conditional stages:

• Has seen mobile in-app message
• Has clicked mobile in-app message
• Has closed mobile in-app message

Scheduling In-App messages

For In-App action campaigns, you can schedule how long the campaign stays active. It can be based on when users reach a certain stage or set to end at a specific time. If the campaign ends at 4:00 PM on Friday, the 13th of 2021, users reaching that stage after that time won’t qualify and will move forward.

When will users see the In-App messages?

To see an In-App message, users will have to satisfy the following:

• Reach the In-App stage
• execute the trigger condition within the In-App campaign’s scheduled time

The users will not see the In-App message (even if they execute the trigger condition) in the following scenarios:

• they have exited the flow due to exit on conversion settings
• the flow is in any of the following states: stopped, paused, completed
• the flow has zero active trips and is in the retired state.

Supported Platform

The following platforms are supported for In-App:

• Android
• iOS
• TV

Facebook

When a user reaches this stage, the user will either be added or removed from the Facebook Audience, depending on the setup.

Next Best Action

When a user reaches this stage, a campaign is sent to the user based on the data available in their profile about their preferred channel and the best time to send the campaign to them (if the Best Time to Send is enabled). In case the Most Preferred Channel and Best Time to Send data are not available, the fallback channels configured in the Next Best Action stage are employed, and the campaign is sent at the default time. For more information, refer to Next Best Action.

Cards

When used in the flow, a card will be shown to the user that reaches this flow stage as per the Cards settings.

Supported Platform

The following platforms are supported for Cards:

• Android
• iOS
• TV

Google Ads Audience

When a user reaches this stage, the user will either be added or removed from the Google Ads Audience, depending on the setup.

• Click the pen icon to edit the campaign. You can enter the needed information manually or Import information from an existing point campaign by clicking on the “Import data from another campaign” option.
  OR
  Click delete to delete the campaign from the flow.

Copy and Paste

The MoEngage canvas allows you to copy and paste flow stages and branches. Almost all of the flows created by marketers on MoEngage include multiple action campaigns on at least one channel. Although all the campaigns are different, most campaigns differ only slightly in content and most of the campaign configuration parameters remain the same. Allowing marketers to copy and paste flow branches and stages makes it easy for them to create their desired flows in a fast manner, thus saving time and effort.

Copy a Stage

1. To copy a stage, hover over the stage to be copied and click the copy icon as shown below:

   

When you click on the copy icon, the following message is displayed in the lower right corner of the canvas.

2. Hover over the place where you want to paste the stage and click on the ’+’ icon. You will see an app drawer where the name of the copied stage is displayed.

   

3. Click the stage name to paste it.
   After you paste the copied flow stage, it appears with the name ‘Copy - <FlowStageName>’ as shown below. In the example below, the name of the flow stage that has been copied is ‘Push1’. Thus, the name of the copied flow would be ‘Copy - Push1’.

   

1. When you copy a stage, the stage configuration also gets copied regardless of the stage type.
2. You cannot copy entry and exit stages. You can copy all other stages except the entry and exit stages.
3. After you copy a flow stage, the copied stage remains in the clipboard until you copy a new stage or move away from the flow canvas.

Copy a Branch

1. To copy a branch, hover over the branch to be copied and click on the copy icon as shown below.

   

When you click on the copy icon, the following message is displayed in the lower right corner of the canvas. 2. Hover over the place where you want to paste the branch and click on the ’+’ icon. You will see an app drawer where the name of the copied branch is displayed.

3. Click the branch name to paste it.
   After you paste a copied flow branch, the pasted stages have “Copy” as a prefix in their names. In the following example, the name of the Push stage that is copied as a part of Branch 1 is “Upcoming Sale”. Thus, the name of the pasted stage is “Copy - Upcoming Sale”.

   

1. When you copy a branch, the configuration of all stages also gets copied regardless of the stage type.

2. You cannot copy a branch that has only Exit stage.

   

3. After you copy a flow branch, the copied branch remains in the clipboard until you copy a new branch or move away from the flow canvas.

4. You can paste a branch that has a GoTo stage only above an exit stage.

Next Steps

• Add conditions to flows
• Add controls to flows
• Add multiple goals to flows