Flow Templates

Flow templates provide you with inspiration for crafting your flows based on your goals - onboarding, incentivization, and engagement. You can create single-channel or multiple-channel flows for sending reminders for abandoned carts, reach out to customers who are a churn risk, and improve app/website engagement. The various Flow templates are discussed below.

Template Types

The two basic template types are adoption and engagement. Adoption templates can be used for onboarding new customers and are available for a single channel and multiple channels. Engagement templates are available for single, multiple, or specific channels such as the web and app. They can be used for improving app or website engagement, engaging with customers who have looked up certain offerings or added certain products to their carts and abandoned them, and reaching out to customers who are a churn risk.

You can choose one of the following templates when creating a Flow or start with a blank canvas and build a Flow of your choice.

Template Type	Template Name	Description
Adoption	Onboard Customers - Single Channel	Use this template to welcome new customers and guide them in their journey with your product or service. This template makes use of a single channel for communicating with customers during their onboarding phase and nudging customers towards their first purchase once they’ve onboarded.
Adoption	Onboard Customers - Multi-Channel	Use this template to welcome new customers and use multiple channels to communicate with customers. You can leverage the power of A/B testing to identify the best channel to communicate with new users (and use this information for other onboarding Flows). This template also employs locales and conditional splits to identify the local language of the users and communicate with them in the same language.
Engagement	Abandoned Cart Reminder - Single Channel	Use this template to send a reminder to users who have added items to their cart but have yet to make a purchase. The template uses the Wait For/Till Node element to send the nudge after a time delay (the user is sent the nudge only post a fixed time interval after they add the items to the cart) and checks if the user has abandoned the cart or made a purchase post the set interval before sending the communication. This template employs a single channel for communication.
Engagement	Abandoned Cart Reminder - Multi Channel	Use this template to nudge users who’ve abandoned their carts towards making a purchase by employing multiple channels.
Engagement	Browse Abandonment - Multi-Channel	Use this template to engage with customers who’ve viewed products or looked up specific categories of products but haven’t made a purchase yet. This template will help you send contextual communication and you get to leverage the power of Intelligent Path Optimization (IPO) to distribute users automatically to the best performing path intelligently using Merlin AI .
Engagement	Customer Reactivation - Multi-channel	Use this template to engage with customers who haven’t been active on your platform for quite some time. This template helps you send curated offers and communicate with dormant customers. Since the Next Best Action (NBA) is employed in this template, communication is sent to each customer in the channel that they are most likely to engage with and at the time that they are most likely to do so.
Engagement	Periodic Customer Reactivation - Multi-channel	Use this template to engage with dormant customers in a periodic manner (every ten days). This template leverages the power of NBA to communicate with each customer in their preferred channel at the time that they are most likely to engage in that channel.
Engagement	Engage customers on App	Use this template to engage with customers who haven’t been on their app for a few days using NBA. The template uses in-app and card campaigns to nudge customers towards a purchase once they are on the app.
Engagement	Engage customers on Web	Use this template to engage with customers who haven’t been on their app for a few days using NBA. The template uses a combination of Web Push, On-site messaging, Cards and Google Ads to nudge customers towards a purchase once they are on the app.

Note:

1. You can edit the Flow template to add event checks wherever necessary and edit the campaign content.
2. You can add or delete stages to the template as required.

Once you’ve chosen the template:

1. Add Entry Conditions, define the Target Audience, and Conversion Goal (if any) for the flows
2. Review the campaigns in the template and modify them as required
3. Add new stages or paths if necessary as per the business use case
4. Test and publish the Flow once you have made the necessary customizations.

All MoEngage AI products, which were previously referred to as Sherpa AI, are now known as Merlin AI.