Podium orchestrations provide an easy way to create, visualize and monitor cross-channel triggered campaigns for each customer touch point.
You are able to launch multiple automations using a single trigger, making welcome or abandon campaigns a breeze to set up.
Once an orchestration is enabled, you can view overall performance KPIs of each automation or drill in for more detailed analytics.
Orchestration goals can be used to remove contacts from an orchestration based on their real-time behavior.
Orchestrations support draft, published and past versions for powerful version control.
You can add detailed descriptions to every component of the orchestration, making it easy to visualize the strategy of each automation. You are also able to print the orchestration for sharing with other team members.
Creating a New Podium Orchestration
Navigate to Message Automation -> Podium Orchestrations and click New.
Give the orchestration a name, add any tags and click Continue. You will be taken to the Podium orchestration main page. The order of operations are exactly how the cards are displayed, with contacts hitting the delay first, then then filter/audience criteria, and then the action. If a contact is filtered out of an automation, they are filtered out of the orchestration flow.
From the main page you are able to configure the orchestration with settings defined in the table below.
|Orchestration name||Name the orchestration|
|Enable/Disable||Enables or disables the orchestration. An orchestration must be published before it can be enabled. Disabling a published orchestration will stop any messages from being sent.|
|Save Draft||Saves an orchestration draft.|
|Publish||Publishes an orchestration draft. If viewing a published orchestration, there will be an option to Copy to Draft.|
|Version View||Displays the orchestration version view (draft, published or past versions).|
|Goal View||Displays the orchestration goal.|
|Orchestration View||Displays the orchestration view.|
|Trigger Component||Defines the initial trigger for the orchestration.
Contact's profile is updated, a contact's real time behavior, a date or timestamp.
|Delay Component||Defines the delay for the automation branch. Note that each delay in the branch is based on the initial trigger.
Immediate, minutes, hours or days.
|Filter Component||Filters the recipients of the automation using an Audience Rule.|
|Action Component||Defines the action for the automation.
Send an email, an SMS (if enabled in the account), mobile push (if enabled in the account), a request using Open channel to a third party system (if enabled in the account) or a Data Automation job (if enabled in the account).
|Wait Until Component||Defines the trigger for subsequent automations.
Do not wait, wait for previous message event (opened, clicked or bounced), wait for other event (message event or custom named event).
|Add Action||Adds additional automation actions under a single trigger using the plus icon next to an automation.|
|Add Trigger||Adds additional triggered automations with using the plus icon under an automation. Additional triggers will be labeled as: Wait Until.|
|Prints the orchestration page.|
|Zoom||Zooms in or out of the orchestration.|
|Automation KPIs||Displays KPIs on a published/enabled orchestration.|
Defining the Trigger
The first step in an orchestration is defining a trigger. Clicking on the trigger component will open a window containing these three trigger options:
- A contact's profile is updated - triggers an orchestration based on a profile change.
- A contact's real time behavior - triggers an orchestration based on an action a contact takes.
- A date or timestamp - triggers an orchestration based on the proximity of a date or timestamp.
A Contact's Profile Is Updated
This trigger is used for starting orchestrations when a change is made to a contact's profile.
For example, you can start a series of automations when a contact is added to the newsletter list or when a contact's loyalty attribute is changed.
Use Case - Welcome Series
Use this trigger when setting up a welcome series. Learn more about setting up a welcome series using Podium.
A Contact's Real Time Behavior
This trigger is used for starting orchestrations based on a real-time behavior a contact makes.
For example, you can start a series of automations when a contact opens or clicks a previously sent automation, or when a contact performs a custom event (browses a page on your website, adds something to the cart, places an order, etc).
Use Case - Abandon Campaign
Use this trigger when setting up an abandon cart/browse/search campaign. Learn more about setting up an abandon cart campaign using Podium.
A Date or Timestamp
This trigger is used for starting orchestrations based on a date.
For example, you can start a series of automations based on a birthdate, an anniversary, an expiration, etc.
Note: Date or Timestamp triggers will only count as triggered if the contact meets both the trigger rule AND the audience filter
Use Case - Expiration Notification
Use this trigger when setting up an expiration campaign such as when a contact's membership is about to expire.
Setting the Delay
Once a trigger is defined, you have the option to set a delay before the automation is sent. If there are multiple automations in the branch, the delay for each branch will be based on the initial trigger.
The delay may be set as immediate (no delay) or a specified number of minutes, hours or days. A delay can not be set for orchestrations using a data/timestamp trigger. The delay component will be greyed-out.
Note: When there are past and published versions of an orchestration, the original orchestration delay is the source of truth. For example, if the orchestration was setup to delay for 1 day, then you published and updated with content changes, the original 1 day time-stamp would still be applicable.
Setting the Audience Filter
The audience filter allows you to filter the recipients of the automation by an Audience Rule. You are able to set up a new audience or load a saved audience.
Defining the Action
The last component in an automation is the action. Clicking on the action component will open a window containing the three action options:
- Send an Email - sends contacts an automated email message.
- Send an SMS (if enabled in the account) - sends contacts an automated SMS message.
- A Push Notification (if enabled in the account) - sends contacts an automated push message.
- Make an Open channel request (if enabled in the account) - makes a RESTful API call to a specified endpoint.
- Run a Data Automation job (if enabled in the account) - runs a data job to transform the collection data specified.
Clicking on either of the options will open up the automated message creation page. You are able to use either the Sculpt or HTML editor for creating message content.
The functionality of message creation is identical to other automated messages minus the ability to edit the sending method.
Note that the automated messages created in Podium will only be viewable and editable within the orchestration. You will not be able to access Podium automations outside of Podium.
Adding Additional Automations
Podium supports multiple automations in a single orchestration. Clicking the Plus button will add an additional automation either next to or below the current automation.
If an automation is added below, there will be an option to set an additional trigger: Wait Until.
Setting the Orchestration Goal
The orchestration goal is used for defining a primary objective for the orchestration. This objective is defined by a custom event such as "placed an order", "viewed a webpage", etc. When contacts complete the objective, they can be excluded from the remaining actions within the orchestration or continue through the remaining actions. Note that the orchestration goal is optional and not required to publish and enable the orchestration.
Clicking on the Goal icon will display options to set a goal for the orchestration. Give the goal a name, select a custom named event and define what happens to a contact when the goal is met. There are options to keep the contact in the orchestration or remove them.
Adding Descriptions and Printing
When a component is configured, a default description is added. You can easily edit the description by clicking and typing text in the description field.
You can then zoom in or out of an orchestration and then print for sharing with other team members.
Publish and Enable
Once all components are configured and message content is created and published you can publish the entire orchestration by clicking the Publish Draft button.
If any components are not complete or there are unpublished messages, you will see an error with the incomplete components highlighted.
After successfully publishing the orchestration, you can then enable it using the Enable/Disable dropdown. In the published state, the delay, filter, and action message are read-only until the orchestration is copied to draft.
Once published, you have the option to Copy to Draft and make any edits to the orchestration without affecting the live published version. All past published versions will be saved.
When an orchestration is running and then disabled, all message sending will be stopped for that orchestration, even if the contact is in the delayed state and all KPI updates will resume once the orchestration is enabled.
Orchestration Performance KPIs
Once an orchestration is published, enabled and sending, you can view key performance indicators for each automation within the orchestration.
- Triggered - Total number of contacts that triggered the orchestration
- Delayed - the number of triggered contacts in the delayed state
- Filtered Out - the number of contacts that didn't meet the audience criteria and were filtered out of the automation
- Email Sent - the number of contacts that received the email message
- SMS Sent - (if enabled in the account) the number of contacts that received the SMS message
- Push Sent - (if enabled in the account)the number of contacts that received the push message
- Wait Until - Total number of contacts that have triggered the Wait Until state
Performance KPIs are available for the entire orchestration and for every automation within the orchestration.
If viewing the analytics from past versions, you will see all performance KPIs up until the point that version was re-published.
Copy to Draft
Copying to draft provides an easy way to modify all aspects of the orchestration without affecting the orchestration KPIs. When an enabled orchestration is copied to draft, the existing orchestration will continue to run until the new draft is republished.
Publishing a draft copy of an orchestration will update the previously running orchestration and will restart analytics.
When copying to draft and adding a new action, the contact that received the 1st msg will need to re-trigger the orchestration to receive any new messages, assuming the contact met the audience criteria and were not filtered out.