Journey Goals

About this task

Journey application provides the provision of setting up a Goal/Goals in Journey. Goal can be of Date based, Contact/responses based or Sales based. You can set either a date-based, Contact/responses based or Sales based goal for the following Journey stages: Draft, Paused, or Published. On the add/edit goal page you will see a list of all the email and SMS touchpoints configured on canvas in 'Select Touchpoint' drop-down list.

  • For Email - Supports Email sent, Email opened and Link clicked events
  • For SMS - Supports SMS sent and SMS delivered event
  • For Push - Supports Push sent , push delivered and Push read events
Note: We can add multiple goals, maximum 15 goals in one Journey. Also, we can create Sales-based goals.
Date-based goal For date-based goal if target date is achieved, the Journey will be marked as Completed. For setting up date based goal certain validations are provided to calculate maximum delay configured in Journey so that the marketer can configure target goal date which is higher than the max configured delay. Once target date is set as a goal, user cannot reduce the target date. User can only increase the target date. User can reset date-based goal at any point of time and add a new goal.
Note: Only one Date based goal can be added for a Journey.
Contact/responses-based goal For adding Contact/responses based goals, touchpoints should be configured and saved in Journey. If frequency is off thenMark Journey as complete when the goal is achieved check box is available. If the check box is checked, then as the contact/responses based target is achieved for a touchpoint and its event, the Journey will be marked as Complete.

If frequency is on then Mark Journey as complete when the goal is achieved check box is not available and even after the contact-based target is achieved for a touchpoint, the Journey will continue to run in Published state and will continue to capture all the events. By default, option weekly is selected but it can be changed to Daily, Monthly or Quarterly.

Sales-based goal For adding Sales based goals, CRM/Salesforce touchpoint should be configured and saved in Journey. Sales based goal is created by setting leads target. If frequency is off then Mark Journey as complete when the goal is achieved check box is available. If the check box is checked, then as the Sales target is achieved for a touchpoint and its event, the Journey will be marked as Complete. The tracking parameters of Sales-based goal is same as Date-based and Contact/responses-based goals except, the select object can be either Lead or Contact and Action can be either Created or Updated.

If frequency is on then Mark Journey as complete when the goal is achieved check box is not available and even after the Sales target is achieved for a touchpoint, the Journey will continue to run in Published state and will continue to capture all the events. By default, option weekly is selected but it can be changed to Daily, Monthly or Quarterly.

Note: Frequency of goals for Daily, Weekly, Monthly or Quarterly basis will be considered as per the standard calendar. All calculations will happen as per Journey Timezone settings .

When Journey is in draft stage, user can switch goal from date-based to contact/responses-based or Sales-based goal and vice-versa.

To add a Journey goal or to edit a Journey goal, complete the following steps:
Note: Before you add a goal, ensure that the Journey canvas has a Touchpoint configured in it.

Procedure

  1. For a Journey, on the Journey canvas screen, click Add/Edit Goal.
    The Add/Edit Goal dialog appears.
  2. To set your goal based on dates, select Date and complete the following steps:
    1. For the Goal Target Date field, set a future date and time.
      Date-based goal is dependent on the time zone that was set during Journey creation. By default, the next day's date and time.
  3. To set your goal based on number of contacts that responded, select Number of contacts? and complete the following steps:
    1. Note: You must add a Touchpoint to see values in the Select Touchpoint field and the Select Event field. If you do not add a Touchpoint, the drop-down will not have any values.
      Select a Touchpoint and select the corresponding Event.
    2. For Deliver when you select the Link Clicked option, then all links present in template associated with the entered touchpoint are displayed in the dropdown of the Select Link field. For Link, this field is displayed as a text field. For Email touchpoint, options Emails_Open and Email_Sent are available in Event field dropdown. For SMS touchpoint, options SMS_Deliver and SMS_Sent are available in Event field dropdown.
    3. Add a positive number for the Target field. When the Journey goal meets the entered value, it will be an indication that the Journey has met the goal. The Journey can continue or be closed.
    4. If you want to mark a Journey as complete, once the Target goal is met, select the checkbox Mark Journey as complete when the goal is achieved.
    View Multiple Goals
    While adding a new goal, you can see list of existing goals for a Journey. For each goal, the name of the goal is displayed on the left side if the screen followed by other details like goal type, frequency, target and goal achieved. On the right side of the screen goal tracking details are displayed. Clicking on goal name displays the goal performance in doughnut chart. Based on goal progress (target achieved), the doughnut chart is displayed in different colours.
    • 100% - Full dark green
    • Above 75% - Light green
    • Above 50% - Yellow
    • Above 25% - Orange
    • Below 25% - Red
    Edit Goals
    When the Journey is in Draft stage, you can edit the entire goal (Goal Name, Goal type, Frequency and Goal target). When the Journey is in Published or Paused, you can only edit Goal name and Goal target. In edit mode, for date based goals user can only select date greater than the existing date. While editing a non-frequency based goals, if Goal achieved count is equal to or less than the target value then while checking the checkbox Mark Journey as complete when the goal is achieved, an error is displayed saying Goal achieved count and the target value cannot be same. Increase the target value.
    Note: In edit, paused and publish mode for frequency goals the value of Goal target can be increased or decreased but for non-frequency goals the value of goal target can only be increased.
    Note: You can view Goals' historical performance and can also edit goals. Data is recorded in the Journey time zone (TZ string).