What you can do with a Custom Journey
Welcome & onboarding: greet new installers, explain benefits, offer a first‑order incentive.
Re‑engagement: nudge shoppers who haven’t opened the app in a while.
Browse nudges: follow up after viewing products or collections.
Purchase follow‑ups: shipping updates, review requests, reorder reminders.
Promotions: limited‑time sales, new arrivals, back‑in‑stock announcements.
Before you start
Know your goal: conversions, repeat purchases, app opens, or cart recovery.
Pick one audience per Journey (keep it focused).
Write one clear message that matches the shopper’s moment.
Step‑by‑step: Create a Custom Journey
Step 1 — Name your Journey
Use a clear name like “Back in stock — 24h follow‑up” or “VIP early access”.
Step 2 — Choose the trigger (what starts it)
Examples: Installed app, Viewed product, Added to cart, Searched, Purchased, App opened, etc.
Step 3 — Add a wait time (optional)
Examples: 10 minutes, 1 hour, 1 day.
Tip: For urgency (cart/browse), keep it short. For re‑engagement, use days.
Step 4 — Add conditions (optional “only if…”)
Examples:
“Only if they haven’t purchased since the trigger”
“Only if cart value is above $X”
“Only if they opted in to notifications”
Tip: Conditions prevent sending messages that feel irrelevant.
Step 5 — Write your push notification
Title: short and specific
Message: one idea, one action
Call‑to‑action: “Shop now”, “Finish checkout”, “See recommendations”
Tip: Avoid sounding like spam. Make it helpful and timely.
Step 6 — Choose where the tap should go
Examples: Home, Cart, Search results, a specific product, a collection.
Tip: Always send shoppers to the most relevant screen.
Step 7 — Turn it on
Start with a small audience (if available), then expand once you’re happy.
Message templates you can copy
Browse follow‑up (1–3 hours later)
Title: “Still thinking it over?”
Message: “Your picks are waiting. Take another look before they’re gone.”
Re‑engagement (7 days inactive)
Title: “We saved something for you”
Message: “New arrivals just dropped—come see what’s new.”
Post‑purchase (5–10 days later)
Title: “How did it go?”
Message: “Tell us what you think—your review helps others shop with confidence.”
Best practices (keep it customer‑friendly)
Send fewer, better messages: quality beats volume.
Match timing to intent: cart/browse = faster, re‑engagement = slower.
Personalize when possible: product name, category, discount, etc.
Test one change at a time: title vs message vs timing.
Common issues (plain language)
“Nothing is sending”
Make sure the Journey is turned on
Make sure push notifications are enabled for your app and shoppers have opted in
Check the trigger is something shoppers are actually doing
“People tap but don’t buy”
Your link may be going to the wrong place—send them to the exact product/cart/search screen.
“Too many notifications”
Add a condition like “only if not purchased” or increase the wait time.
Sample recipes
Abandoned Cart (friendly reminder)
Abandoned Cart (friendly reminder)
Goal: bring shoppers back to finish checkout.
Who: shoppers who added items to cart.
Trigger: Added to Cart.
Wait time: 1 hour (good default).
Only send if:
they haven’t purchased since adding to cart
notifications are allowed (opted in)
Where the tap goes: Cart
Message options:
Option A
Title: “Forgot something?”
Message: “Your cart is saved—check out before it sells out.”
Option B
Title: “Your cart is waiting”
Message: “Complete your order in a few taps.”
Option C (with incentive)
Title: “Still interested?”
Message: “Come back to your cart—use code CART10 if you need a nudge.”
Abandoned Search (help them continue shopping)
Abandoned Search (help them continue shopping)
Goal: help shoppers return to what they were looking for.
Who: shoppers who searched but didn’t buy.
Trigger: Searched.
Wait time: 1 hour (good default).
Only send if:
they haven’t purchased since the search
(optional) they didn’t add to cart after searching
Where the tap goes: Search results (the same search they made)
Message options:
Option A
Title: “Still looking?”
Message: “We pulled up more options—tap to continue your search.”
Option B
Title: “Find your perfect match”
Message: “New suggestions based on what you searched for.”
Option C (time-based)
Title: “Popular picks are going fast”
Message: “Take another look before they’re gone.”
30-day inactivity after first purchase (win-back)
30-day inactivity after first purchase (win-back)
Goal: get first-time buyers to come back for a second order.
Who: shoppers who have made exactly one purchase and then go quiet.
Trigger: First Purchase (or “Purchase” with a “first purchase” condition).
Wait time: 30 days
Only send if:
they have not purchased again during the 30 days
(optional) they haven’t opened the app in the last 30 days
Where the tap goes: New arrivals or Best sellers (fastest path to a second order)
Message options:
Option A (simple)
Title: “We miss you”
Message: “Ready for your next order? See what’s new.”
Option B (personal)
Title: “Back for round two?”
Message: “New arrivals picked for you—tap to browse.”
Option C (incentive)
Title: “A little thank-you”
Message: “Come back today—use code WELCOME_BACK for 10% off.”