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Building Journeys in Attentive to Send Email Review Requests/SMS
Building Journeys in Attentive to Send Email Review Requests/SMS

Send Email review requests in Attentive by building a journey

Norma Cooper avatar
Written by Norma Cooper
Updated over a week ago

By building a journey in Attentive, you can send email review requests using an Okendo sequence. Additionally, you can enable your Attentive journey to send review request reminders and "Thank You" messages to your customers.

In this article, you'll learn how to:

Before You Begin

You must authorize Okendo to access Attentive before you can build a journey. For more information, see Integrating with Attentive.

Step 1: Build a Journey

  1. Log in to Attentive.

  2. In the Attentive sidebar, click Journeys.

  3. Click the Create Journey button in the upper-right corner of the page.

  4. Select Start from scratch, then click the Okendo - Review Request tile.

  5. Click Get Started.

Creating Branches and Messages

  1. In the Journey map, click the plus icon (+) and select Branch.

  2. Choose the condition What channel(s) are active for the subscriber and select Text Only. Two branches will appear: Channel Type of Text Only and Channel Type of Email Only or Both Text + Email.

  3. For Channel Type of Text Only, click the plus icon (+), select Send text message, enter the required details, compose your SMS, and click Save.

  4. For Channel Type of Email Only or Both Text + Email, click the plus icon (+), select Send email, enter the required details, compose your email, and click Save.

  5. Click Turn on to activate your journey.

Step 2: Add Event Variables

Event variables allow you to personalize your messages based on events that Okendo sends to Attentive. The available event variables include:

Event Variable

Description

{{triggerEvent.custom['First Name']}}

Customer's first name as it appears in their Shopify order.

{{triggerEvent.custom['Last Name']}}

Customer's last name as it appears in their Shopify order.

{{triggerEvent.custom['Product Name']}}

Name of a product in the customer's Shopify order.

Note: Okendo sends the name of the first product in the order to Attentive.

{{triggerEvent.custom['Product Review Url']}}

URL of the review request form

Note: You must add the {Product Review Url} event variable so that your customers can access the review request form.

The URL links to the review request form for the first product in the order. Your customers can submit reviews for any other products in their orders after they submit the first review.

{{triggerEvent.custom['Product Variant Name']}}

If one exists, name of the product variant.

{{triggerEvent.custom['Product ID']}}

The product's unique identifier.

Adding Event Variables to Text Messages

  1. Follow the steps in the previous section to build a journey.

  2. In the Send text message box, compose your message and click the Personalization button to add an event variable. Click Save.

Adding Event Variables to Email Messages

  1. Follow the steps in the previous section to build a journey.

  2. In the Send email box, use the drag-and-drop editor to compose your email. Select a template and edit the content. Customise your email by adding text, images, buttons and more from the editor's Content tab.

  3. Utilize trigger event variables by clicking into a text field and then the Insert variable button. Choose variables such as the user's First Name, Last Name, and the Product Review URL category. Click Insert.

  4. To display a list of products from the order, add a new row from the Rows tab and drag and drop a Dynamic List from the Content tab.

  5. Click Add list and choose Products. Select the number of items to display (up to 5) and configure the layout.

  6. For images, use the variable {{item['Image Url']}} and {{item['Review Url']}} for clickable images.

  7. For text, use variables such as {{item['Review Url']}}, {{item['Name']}}, and {{item['Variant Name']}}.

  8. Once you have finished configuring your email content, click Save and return to the journey.

Step 3: Create a Reminder in Attentive

You can add a branch to your journey to send reminders to customers who haven't submitted a review.

  1. Open your active Okendo Review Request journey and click Edit journey.

  2. From the Rules sidebar, drag and drop a Wait step to the journey map.

  3. In the Wait For boxes, select the amount of time to wait before sending a reminder, then click Save.

  4. From the Rules sidebar, drag and drop a Branch step below the Wait step.

  5. In the Choose condition drop-down, select What segment the subscriber is in.

  6. Click the Choose segment field, then click Create a new segment.

  7. In the Choose condition drop-down, select A subscriber's activity and make the following selections:

    • Choose activity: Select Okendo Review Created.

    • At least once: Select Less than.

    • Number: Type 1.

    • Over all time: Select In the last.

    • Number: Enter the appropriate amount of time.

  8. Click Create and name your segment (e.g., "Eligible for Okendo Review Request Reminder").

  9. Click Save twice.

  10. From the Rules sidebar, drag and drop a Send text message or Send email step under the Segment path on the branch.

  11. Click Turn on to activate your journey.

Step 4: Complete Your Attentive Setup

To start sending review requests to customers, create an Okendo sequence that connects to the Attentive journey you just built.

  1. Open your Okendo app.

  2. In the navigation panel, click Mail, and then click Sequences.

  3. In the upper-right corner, click the New Sequence button.

  4. Under Integrations, select Attentive, and then click Create Sequence.

Lastly, click the Start button. This will forward the customer data from Okendo to Attentive and start sending review request emails/SMS.

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