Campaign Follow-Up Flow

  • Updated

Campaign Follow-Up Flows let you automatically continue the conversation with members based on how they interacted with one of your campaigns. You can follow up with members who responded, clicked a link, selected a specific survey choice, or didn’t take action at all.

 

How It Works

  • All campaign recipients will enter the Follow-Up Flow.
  • You select one campaign and, if applicable, one member action to follow up on:
    • Response (any response or keywords)
    • Clicked a Link (only available if Community Link Tracker was enabled)
  • Members are branched into paths depending on whether they did or didn’t take the selected action.
    • If the campaign selected has a survey, members will be branched based on their response and which survey choice it was grouped with.
  • Each campaign can only have one Follow-Up Flow.

 

Response Flows

  • For “Response” flows, you can choose:
    • Any Response → members split into “Responded” and “Didn’t Respond” paths
    • Keyword(s) → members enter the “Keyword(s)” path their response matched, the “Didn’t Match a Keyword” path, or "Didn't Respond" path.

 

Flows for Surveys

  • If the selected campaign includes a survey:
    • Members are branched based on which survey choice their response was grouped with.
    • You can message members who were grouped with specific survey choices, those whose responses didn’t match a survey choice , and members who didn’t respond.

 

Where to Create a Campaign Follow-Up Flow

  • From the Flows Tab, Campaign List or Campaign Details page
    • Click the ellipses menu next to a campaign to create a Follow-Up Flow
    • If a Follow-Up Flow already exists for a campaign, you’ll see options to Edit or View it

 

Things to Know

 

Campaign Types & Availability

  • Works with Sent, Scheduled, and Draft campaigns
  • NOT supported for WhatsApp campaigns
  • If a campaign is deleted before sending, its linked Follow-Up Flow will also be deleted
  • If a survey campaign is edited, its linked Follow-Up Flow will be deleted  

 

Editing & Publishing

  • If a campaign is Active or Sending, you can pause or edit the Follow-Up Flow — changes only apply to members who haven’t yet entered it
  • Once a campaign is complete and its Follow-Up Flow published, the flow can no longer be edited or deleted
     

Response Timing

  • Members can respond up to 6 hours after a campaign is sent
  • If the Follow-Up Flow is published for a standard campaign:
    • Before 6 hours ends: Responders enter the correct path in real time; Non-responders enter Didn’t Respond after 6 hours.
    • After 6 hours ends: Members who responded during the window enter the appropriate Any Response or Keyword(s) path. All other members enter Didn’t Respond.
  • If the Follow-Up Flow is published for a survey campaign:
    • Before 6 hours ends: Responders enter the path for the survey choice their response was grouped with in real time. Non-responders enter Didn’t Respond after 6 hours.
    • After 6 hours ends: Members who responded during the window enter the matching Survey Choice or Other path. All other members enter Didn’t Respond.
       

Keyword(s) Response Type

  • Keywords can include words, phrases, hashtags, or emojis
  • You can add multiple Keyword paths to a single Follow-Up Flow
  • The same keyword cannot be used in more than one path
  • Members can enter a Keyword path by sending the keyword alone or within a sentence
  • Only the first message a member sends is scanned for keywords
  • A member can only enter one Keyword path
  • Keyword matching order:
    • Path #1 is checked first
    • If no match is found, the system checks the next path
    • If no keywords match, the member enters Didn’t Match a Keyword path
       

Survey Responses

  • A member can only enter one Survey Choice path
  • If a response is grouped with multiple survey choices, the member enters the highest-listed choice
  • Responses not grouped to a survey choice enter the Other path

 

Click Timing

  • Links are tracked for 3 days after a campaign sends
  • If the Follow-Up Flow is published:
    • Before 3 days ends: Clickers enter the “Clicked” path in real-time; non-clickers go into “Didn’t Click” after 3 days
    • After 3 days ends: If the Follow-Up Flow is published for a 'complete' campaign, members that clicked a link during the 3-day tracking period will enter the “Clicked a Link” path.
      • Members that didn’t click a link will enter the “Didn’t Click Link” path

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