Conflict Management
In Journey Optimizer, managing the volume and timing of campaigns and journeys is essential to avoid overwhelming customers with too many interactions. Journey Optimizer offers several tools for conflict management and prioritization.
Conflict management & prioritizations tools
With the conflict detection tool, you can identify potential overlaps in journeys and campaigns. This is crucial as too many simultaneous communications can lead to customer fatigue. Journey Optimizer allows you to monitor elements such as timelines, audience overlap, and channel configurations. By identifying conflicts early, you can refine your campaigns to avoid bombarding customers with multiple messages at the same time.
Key areas to monitor for potential overlap are:
- Timeline (start and end dates): Are too many journeys running simultaneously?
- Audience: What percentage of my journey audience is also part of other journeys?
- Channel: Are there other communications scheduled for the same timeframe, and if so, how many?
- Capping Rule Set: Which types of journeys am I capping and is there overlap within those?
- Channel Configuration: Are there other journeys or campaigns using any channel configuration that is being used in the same journey or campaign that might prevent the journey or campaign from being shown to the end user?
Identify Potential Conflicts
When authoring a journey or campaign, Journey Optimizer allows you to check whenever there’s a possibility of overlap with other journeys or campaigns. To do this:
- Open the Boost Go-Live Journeys you have created in the previous labs.
- Click the Pencil Icon next to the Journey name. This will open the Journey Properties panel.
- Scroll down to Conflight Management.
- Click View potential conflicts.
The Potential conflicts window opens, allowing you to visualize all elements that are overlapping the current journey/campaign.
To further refine your search for potential overlaps, you can filter your list of campaigns and journeys based on whichever field(s) are relevant. To do this, select the filter icon in the inventory view.
Now that overlaps are identified, we can take action...
Resolve conflicts
Here are some tips to reduce the potential conflicts once they have been identified:
- Adjust the start/end dates to avoid overlapping campaigns or journeys.
- Refine audience targeting to minimize overlap between journeys.
- Implement frequency caps to prevent customers from receiving too many communications.
- Reduce the number of active journeys to manage customer experience more effectively.
- Set priorities on inbound actions to ensure the most important action is displayed to customers.
Setting a Priority score
Priority is essential to prioritize a journey, campaign, or action when there is an imposed constraint (such as a frequency cap). In situations where a customer qualifies for many journeys, campaigns, or communications and you want to be selective as to which they should enter and receive, you should utilize this field.
We'll set a Priority score on our Journey
- In the Journey Properties panel, scroll down to Conflight Management.
- In the Priority field, enter a numberic value from 1-100, the higher the number, the higher the priority.
- Click Save.
You now know how to detect conflicting Campaigns and Journeys, and what actions to take to resolve those conflicts.