Monthly Product Updates: July 2018

We have made a bunch of additions to WebEngage in July 2018. Here’s a consolidated list below:

CSV Uploads in Specific Users Trigger Block in Journeys

You can now upload CSV files to trigger a journey for a specific set of users. Previously, you had to copy paste the user IDs in order to trigger the journey for these users. The new update makes it easy for you to upload a list of users.

Trigger Journey for Users ‘In’ a Segment in the Segment Trigger Block

Journeys can now be triggered for users who are already in a segment in addition to the users who enter or exit a segment. Previously, journeys could be triggered only for users who enter or exit a segment.

New Exit Triggers in Journeys

You can add two more types of exit triggers to journeys: (1) When user enter or exits a particular segment (2) When a user’s profile attribute changes eg. exit journey for a user whose category changes from Silver to Gold. Previously, exit triggers only covered specific events done by a user.

Test Campaign Functionality in Journeys

Campaigns created through journeys previously did not include the Test Campaign functionality where you can send the campaign to an internal test segment. This functionality is now available for campaigns created through journeys also.

Specific User Preview for Emails & In-app in Campaigns & Journeys

The Specific User Preview functionality that enables you to see the actual message that a user would receive (where personalization tokens are replaced by actual values) is now available for Email and In-app campaigns as well. Previously, this functionality was available only for Push, SMS and Web Push channels.

Send Campaigns in User Time Zone

You can now choose to send one-time campaigns in the time zone that the user is in. You can find this feature in the When tab of the campaign creation process, when you go to One-time > Delivery = Later. This functionality will be made available for recurring campaigns as well this week.

System Events as Conversion Event in Campaigns & Journeys

You can now also choose the following system events: App Upgraded, User Login, Session Started as conversion event for campaigns and journeys. Previously, only custom events were available to track conversions.

Segment Edit & Create in Campaigns & Journeys

You can now create ad-hoc segments in the Audience tab of the campaign creation process and also in Is in Segment yellow condition block in journeys. You can also edit any segment from these pages directly instead of going to the segment creation page.

Personalization Search Box in Personalization Menu in Campaigns & Journeys

We have added a search box in the personalization menu in the campaign creation process so that it becomes easy for you to search for an event, event attribute or user attribute when adding personalization tokens in your campaigns.

Campaign Report: Additions under More Details

We have added a few more fields under the More Details part of the campaign report page. With this change, you can now see all the options you had chosen during the campaign creation process in the campaign report page itself without necessarily going to the campaign edit page.

Campaign Actions Next to Campaign Name

You will now see a list of actions next to the campaign name when you’re editing campaigns. This will enable you to seamlessly shift from the campaign edit page to to the campaign report page and vice-versa.

Try out our new features and tell us what you think of them! Or request a demo from our Success team to learn more about WebEngage!

Feature Enhancement: Journeys

In order to help you implement real-time user lifecycle campaigns more efficiently using WebEngage Journeys, we have launched few enhancements. These are one of the most requested features for Journeys, and our goal is to streamline the Journey creation process.

Triggering Journey for Specific Users

Using the Specific Users trigger block, WebEngage Journeys allows you to upload a list of users to trigger the Journey for them. Previously, it was only feasible to add a small list of users to this block since you were required to paste the list in this block.

Now, you can upload the list of users as a CSV file to trigger the Journey for them. This allows you to add much larger lists of users conveniently using a slick new UI. This is specifically useful if you are creating these user lists using logic and data from your internal systems, in addition to using triggers based on WebEngage events, user attributes and segmentation criteria.

Triggering Journey for Users in a Segment

In addition to triggering Journeys for users entering or exiting segments, you can now also trigger them with two more segment-based criteria:

  1. Users who are in a particular segment: This will trigger the Journey for all users who are in the segment at the time of publishing the Journey.
  2. Users who are in a particular segment and others who enter it later: This will trigger the Journey for all users who are in the Journey at the time of publishing the Journey and for users who enter the segment later.

New Exit Triggers

We have added two new types of Journey Exit Triggers. Previously, you were able to specify the criteria for user exits from Journeys only based on occurrence of events. You can now make the user exit the Journey based on two more criteria:

  1. User enters or exits a particular segment: For example, you can make the user exit a Journey as soon as he/she starts making regular purchases.
  2. User’s profile attribute changes: For example, you can make the user exit an enrichment Journey when his/her tier changes from Standard to Premium.

Test Campaigns in Journeys

You can now test campaigns in Journeys just like you test standalone campaigns. Using this functionality, you can send the campaigns to an internal set of users before you publish the Journey.

Edit and Create Segments from within Journey Blocks

In addition to selecting a particular segment within Is in Segment block, you can now create it within the Journey block itself if no segment exists yet with the criteria you want to use.

Try out our new features and tell us what you think of them! Or request a demo from our Success team to learn more about these features.

New Feature: Test Your Campaigns Before You Launch Them

As part of our new and improved campaign creation experience, we have added an often-requested functionality of being able to test your campaigns with an internal set of users before you launch them.

Also bundled in this release is an enhanced Preview Message functionality. In the Message tab where you see the preview of the message you’re typing, you will now able to see an actual user preview of the message. The user preview helps you view the message as an end-user of the campaign where the personalization variables used in the campaign are replaced by the actual values for that user.

Let’s go back to the campaign creation process I had described in my previous post. Our 5-step process is now a 6-step process. As discussed above, Step 3 now comes with an enhanced preview functionality and a new Step 5 has been added to the process to help you test your campaigns. These two changes are indicated in the bolded text below.

    • Step 1: Specify the audience for the campaign
    • Step 2: Specify when the campaign has to be sent
    • Step 3: Write your message and preview it as an end-user
    • Step 4: Specify the conversion criteria
    • Step 5: Test your campaign
    • Step 6: Preview and launch the campaign

Both these functionalities help you iron out any imperfections in your campaign before you launch them. Just create as many test segments as you would like comprising of your internal members that you would like to send the test message to. Therefore, if you have a specific team responsible for sending Push notifications and In-app messages, you could have a test segment comprising of only those users and you could name it as Push & In-app Marketing Team. As soon as you complete the Test Campaign step for your Push and In-app campaigns, your team members who are a part of that segment would then receive the message. If everything looks good, go ahead and launch your campaign. Or go back to the previous Message step to edit your message.

Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

Feature Enhancement: Campaign Creation

We have completely revamped the campaign creation experience to make it easy for you to create campaigns in WebEngage.

The entire campaign creation UX now follows a simple 5-step process:

  • Step 1: Specify the audience for the campaign
  • Step 2: Specify when the campaign has to be sent
  • Step 3: Write your message
  • Step 4: Specify the conversion criteria
  • Step 5: Preview and launch the campaign

Also bundled with this release is the ability to create a single campaign for sending push notifications and in-app messages for both Android and iOS. Previously, you had to create two separate campaigns if you wanted to reach out to both your Android and iOS user base. This, of course, was not the most optimal experience we would have liked our users to have.

Anyway, let’s come back to why we decided to revamp the campaign creation experience.

Our larger objective behind this change was to make the campaign creation process more natural. Think about it – when you have to send an email to someone, how do you generally go about it? You first think of who you’re going to send that email to and then you compose the message. If you do not feel like sending the message at that moment, you will perhaps save the message in your drafts folder or schedule the email to be sent at a later date. Similarly, when you want to create a marketing campaign, you have a fair idea of who the campaign has to be sent to. Therefore, in the new experience, we first ask you to specify the audience of the campaign. You then specify when you want to send the campaign. Once you’ve specified the audience and when you want to send the campaign, you then compose the message you want to send to this audience. You might also want to track the uplift that the campaign brings to your business. Therefore, we then ask you to specify the conversion criteria and enable a control group as an optional penultimate step. In the last step, you will be able to check all the details of the campaign before you launch it.

With this new campaign creation experience, we are taking our first steps towards a multi-channel unified campaign creation experience. Wouldn’t it be great if you could just specify the message details and images to be used in a campaign and WebEngage could then automatically create campaigns for you across various channels like Push, In-app, SMS, On-site, Web Push, Email, Facebook, Google etc.? Well, watch this space for more details. 🙂

Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

New Feature: Download List of Users

Things have been quiet around here for a while because we have been working on a few major releases scheduled to happen in the next few weeks.

However, there is one oft-requested feature that we have made live today. You can now download the list of users in any segment or any campaign from WebEngage. Through this functionality, you can now export the list of users for any segment on WebEngage as a CSV file. In this CSV file, WebEngage will provide all the information it has about your known and unknown users. Interested in downloading the list of ALL your users – head over to the Users > List of Users page and click on the download button. Similarly, in the Campaign > List of Users section, you will now able to download all the details of how your users have interacted with your campaign. Eg. Download the CSV file of all the users who opened one of your email campaigns.

You can use this data to better understand your users by analyzing this data in your systems or in Microsoft Excel / Google Sheets. You could also use this CSV data to feed into some of the other systems you have such as advertising, retargeting, data warehousing systems etc.

Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

New Feature: Advanced Data Management

We have released a new feature today that solves a few teething issues that marketers and developers often face when sending users and events data from their apps and website to a 3rd party solution like Segment.com, Mixpanel, WebEngage etc.

At WebEngage, we have routinely come across issues such as data type of a particular attribute of an event not being uniform across different sources such as website, Android app, iOS app etc. Too often we find that a particular source eg. an Android app has defined Attribute X as Boolean whereas another source eg. Website has defined the same Attribute X as Number. Which data type is correct? And how do you even go about tracking such integration issues after you have already onboarded? Given that the code base for your apps and website is updated frequently, it is highly possible that a developer might inadvertently change the data type of some attribute or even worse, completely stop sending that attribute or that event from that source. Unfortunately, these scenarios happen often.

We’ve been wanting to build a solution to this problem for a really long time. In addition to the customer delight, this feature also brings a lot of joy to our customer success teams who in the past have had to scramble to resolve these issues with customers. With our new release today, you will be able to track in-depth the status of the data about your users and events that you’re sending to us from your website, mobile apps and REST API. You can also change the data type of attribute in WebEngage and you can also stop tracking certain attributes and events. 

Somebody changed the data type of an attribute in your apps or website? We’ll proactively show you which attribute from which source (website, Android app, iOS app, REST API) is the cause of this problem.

Never sent data for an event or an attribute from a particular source to WebEngage? We’ll proactively show you the status of integration of each of the sources for each of your events and attributes.

Accidentally changed your code such that your sources are not sending an event or an attribute to WebEngage anymore? We’ll proactively show you which attributes and events are being successfully tracked and which ones are stale (last received more than 7 days ago).

Want to stop tracking a particular event or a particular attribute that you’re sending to WebEngage? You can now do so from the WebEngage dashboard.

Want to change the data type of an attribute you’re already sending to WebEngage so that in future, attributes get ingested in the changed data type? Head over to your WebEngage dashboard and make the necessary change to the data type of the attribute.

In summary, WebEngage will now proactively inform you in real-time whether there are any issues in the data we receive about your users and events from your apps and website, so that you can then take the necessary corrective action quickly. In addition, you will also be able to stop/start tracking events and attributes and also change the data type of attributes. 

Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

Feature Enhancement: Introducing First True Multi-channel User Profiles

User profile page on WebEngage now comes with a shiny new look!

We have completely revamped the user profile section. We have added many data-points and re-organized all the information we present on the user profile, so that you can understand the profile of any user comprehensively and quickly. You can see the user profiles (for both known and unknown users) by clicking on any user under the List of Users section available in Users, Segments and Campaigns.

Let’s dig deeper into the information available on the new user profile page:

Basic Info

This tells you the contact information of the user, where you acquired the user from, all the segments that this user belongs to (yes, ALL the segments!) and the 10 most recent campaigns that this user was targeted with through WebEngage.

Custom Attributes

You can see the values of the all the custom attributes of this user under a section aptly titled Custom Attributes

Devices

A user can access your app or website through many different computers, tablets and phones. You will be able to see the list of all Android, iOS and Web devices that a user has used under the Devices section.

Channels

You will be able to see the reachability of that user on each of the channels – Push, In-app, SMS, On-site, Web Push and Email. We also show you the number of campaigns you have sent to the user and the number of conversions on each of these channels, for the last 3 months.

Events

Under the Events tab, we show you the exact list of system events (eg. App Install, App Uninstall), custom events (eg. Searched, Purchased) and campaign events (eg. Email Open, Push Click) that the user has performed along with the attribute level details of each of those events.


Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

Feature Enhancement: Compare Your Journey’s Performance With a Control Group

We have made a few updates on how conversions are reported on the journey page.

Before we explain how these conversion numbers are calculated and how you can compare it with a control group, let’s first delve into a core concept of journeys called Trips. Conversions numbers are reported on a trip basis so its important to cover the concept of Trips first before we discuss journey conversion in detail.

A user can enter a journey more than once. Let’s say that you are running a journey that gets triggered each time a user adds something to his cart (in other words, user does the event Add to cart). You would like to wait for 30 minutes in this case and check whether the user has done a purchase. If the user has made a purchase, then you end the journey. If the user has not made a purchase then you have a complex workflow defined where you send a series of email and push notifications to the user to get him to purchase. In this case, each time the user adds something to his cart, the journey gets triggered. If the user is adding to his cart 5 times a week, the journey would get triggered 5 times. Let’s also define Purchase as the conversion event so that as soon as the user purchases something after receiving your campaigns, that instance of the journey of the user ends. Please note that the journey itself does not end but only an instance of that journey ends. We’ll call each such instance of the journey as a Trip. Each time the user adds something to cart, he enters the journey again and a trip starts.

Let’s elaborate on this further.

Let’s say that the user adds to his cart for the first time on Monday and immediately purchases the item within 10 minutes of adding to cart. We’ll call this Trip 1. Trip 1 ends immediately as the user has performed the purchase immediately. On Tuesday, the user adds something to his cart but forgets to make a purchase that day. Let’s call this Trip 2. In this case, the workflow involving email and push notifications would now get activated. The user clicks on the CTA in the email and makes the purchase. Trip 2 now ends because of the conversion. On Wednesday, the user again adds something to his cart. As soon as that happens, Trip 3 gets activated. Increase your time horizon to a month or even to a year and you realize that you have the same journey running for the same user in so many different ways. Isn’t this such a beautiful concept? Just abstract all your complex scenarios and let WebEngage do its magic by tracking the user in real-time along each of these trips.

Let us also go through the concept of Engaged Users Through a Journey before we define conversions. You would agree with me when I say that it wouldn’t be fair to attribute journey conversion numbers to WebEngage unless a user has received a campaign because of the journey. If a user doesn’t receive a campaign through a WebEngage journey but still ends up doing the conversion event, WebEngage should not be given the credit for this conversion. For a particular journey, let us refer to all the users who have received a campaign because of this journey as Engaged Users. If you want to calculate the Unique Engaged Users, these uniques would be on the basis of trips. If a user has received 2 campaigns as part of Trip 1 and 3 campaigns as part of Trip 2, the Unique Engaged User count for that journey is 2. Remember, we are talking about unique users in a trip. In this case unique user in each of the trips is 1. And there are 2 such trips which brings the user count to 2.

We’re now ready to talk about how the conversion numbers for journeys are calculated and how you can compare the journey conversion numbers with a control group.  

WebEngage reports unique conversion numbers for journeys, by default. These unique conversion numbers are based on engaged users in trips. If an engaged user does a conversion event more than once for a particular trip, the unique conversion number for this trip (Trip 1) would still be 1 (since the same engaged user has performed the conversion event). For another trip (Trip 2), the same engaged user again does the conversion event after receiving a campaign through Trip 2. In Trip 3, the same engaged user does not do any conversion event in spite of receiving a campaign through Trip 3. Therefore, the unique conversion number for this journey is 2 (since the user has performed the conversion event 2 times in the 3 trips he has undertaken in this journey).

Always remember this – the unique conversion numbers in journeys are based on unique conversions in trips.

Here’s the formula we use to calculate conversions.

  • Conversion = Number of unique engaged users (uniques in trips) who converted / Total of all unique engaged users (uniques in trips)
  • Control Group (CG) Conversion = Number of unique users (uniques in trips) in CG who converted / Total of all unique users (uniques in trips) who were in CG. Remember that CG users who are part of the journey do not receive any campaigns. Therefore, we don’t use the Engaged User definition for the Control Group. Also, please note that the users who are part of CG will always remain a part of CG irrespective of the number of trips they undertake. New users can enter the CG since WebEngage ensures that the total users in CG is always a certain percentage (5% by default, and can be changed by you) of the total users who enter the journey.

In the screenshot above, you can see that the conversion of the journey is 5.86% whereas the conversion number for the Control Group is 3.78%. This means that the journey has a great positive impact on your overall conversion numbers. In this case, the uplift is 55%. This means that through this journey, you have been able to increase your purchases by 55% for the group of users who entered this journey. Imagine if you were running many different journeys for all sorts of different scenarios. Beautiful, isn’t it? 🙂

Lastly, please note that the conversion numbers in journeys get refreshed every 2 minutes. All other numbers you see in journeys such as entries, exits, numbers on different blocks of journeys etc. get refreshed every 5 seconds.

We hope this clarifies how the conversion numbers in journeys are calculated and how they compare against control groups. If you still have any questions around this, please get in touch with us at support@webengage.com.