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Set Up a Reengagement Trigger
Configure a reengagement trigger to win back previously active customers who were engaged before a lookback period, but not within it.
Required Editions
| User Permissions Needed | |
|---|---|
| To set up reengagement triggers: | Marketing Triggers Admin permission set |
Before you begin, map customer data from your app with the required Data Model Objects (DMOs). For the data model object mappings used by this trigger, see DMO Mappings for Reengagement Trigger.
The Reengagement trigger wins back customers who were active before but have since lapsed. Salesforce evaluates your customers every day and automatically launches a personalized, multichannel journey when a customer qualifies, so you re-engage the right shoppers without building or refreshing audience segments.
- From Setup, in the Quick Find box, enter Marketing Features, and then select Triggers.
- In the Reengagement trigger, click Manage Configuration.
- From the trigger configuration page, turn on the trigger.
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In the Map Data to Data Model Objects (DMOs) section, verify that all required
DMOs are mapped with your customer data.
A check mark next to the DMO indicates that it's mapped correctly.
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In Set Conditions, set the Lookback Period, which is how
far back to look for a customer's engagement.
Specify a lookback period between 1 and 90 days.
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In Eligibility Criteria, choose the actions that count as engagement, such as
Purchased a product before the lookback period, but not within
it or Visited a product page before the lookback
period, but not within it.
Select at least one action. A customer is eligible when they performed at least one selected action before the lookback window, but none within it.
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In Configure the First Message, set the Send Time for the
message.
Send time uses your org's default time zone. To add more messages, create a flow with this trigger.
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In Manage Frequency, review how often the trigger runs.
This trigger runs every day.
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In the Select Channels section, select one or more channels to send trigger
messages, such as Email, SMS or RCS, or WhatsApp.
Make sure that the relevant channels are set up in the org.
The trigger runs daily and looks for customers who were active before the lookback period, but not within it. For example, if Lookback Period is 60 days and you select Purchased a product before the lookback period, but not within it, a customer who purchased more than 60 days ago but not in the last 60 days becomes eligible and receives the message at the send time you set.
After setup, marketers can use the Reengagement automation event in flows. This event includes individual and contact context in the flow resource. Available fields are: Engagement date, Individual ID, First Name, Last Name, Email Address, SMS and RCS Number, and WhatsApp Number.
To build a flow quickly, use the Reengagement flow template. See Create a Flow for Your Triggers from a Template.
- DMO Mappings for Reengagement Trigger
For the reengagement trigger, map profile, engagement, and contact point DMOs with your customer data.
