Prioritization & Conflict management

4 min

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?

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.

Adding an exit criteria

There's many ways a prospect can request a mortgage and some of them do not use the mortgage application form. For example, a person could walk into a bank branch and request a conversation or they could call the call center to plan an appointment.

In these cases, we wouldn't want them to receive any further communication from this journey. This is where Exit criteria come into play. With this feature you can define real-time triggers that cause the profile to be removed from the journey.

On the right side of the canvas you'll find a small vertical hotbar. Click on the -icon to Show exit criteria.
Click on Add exit criteria.
1. Set the label to Took out a mortgage.
2. Choose Audience as the exit criteria.
3. Click on the Audience input field or on the -icon. A window will open
4. Select the audience Home Loan Agreement Signed and click Save.
5. Set the behavior to Enter, this is the default value.
6. Click Save.

You have now successfully created the Boost Go-Live journey using the Adobe Journey Optimizer. Next, we are going to test our journey using Test Mode.