Segment Listener

The Segment Listener helps re-engage customers by triggering actions based on predefined customer segments. For example, it can identify customers stalled in an onboarding journey and re-engage them through targeted messages.

Prerequisites

Before configuring a Segment Listener, ensure the following prerequisites are met:

• Journeys: At least one journey is created and deployed in production.

• Journey Step Milestones: Milestones are populated within the journeys.

• Profile Interactions: Interactions, including channel details, are captured for profiles.

• Graphs: Graphs required for segmentation must be deployed in production.

• Analytics: Ensure that analytics is enabled for the project in production (by default, analytics is disabled).

Configuration Steps

Click on the Graph Option dropdown located in the top-left corner, and select Add Listener. This will open the Listener Editor configuration window.

Segment Listener Configuration:

1. Listener Type: Select the “Segment Listener” from the dropdown.

2. Segment: Choose the required segment for the segment listener.

3. Trigger Time: Set a specific time (in 12-hour UTC format with AM/PM). By specifying a trigger time, you can avoid midnight executions and schedule the listener to activate when it best aligns with engagement needs.

4. Strategy:

   • Full Refresh: Shares the entire segment as calculated, ideal for one-time actions. (Note: Not suitable for large segments.)

5. View Message: Preview the output message format, and, if needed, replicate it in the schema. This message format serves as the output of the Segment Listener, also it will act as the input for the graph. This message format serves as the output of the Segment Listener and acts as the input for the graph. The following input values are fed to the Segment Listener:

   • customerIdentifier: A unique identifier for the customer. This value enables precise targeting and ensures that the Segment Listener processes the correct customer information.

   • dateTimeOfCalculation: A timestamp indicating the exact date and time the Segment Listener was executed. This helps in tracking when the customer data was last processed, allowing for accurate updates and historical tracking.

   • membership: The type of membership assigned to the customer. This configured value allows the Segment Listener to process customer data based on membership levels.
     

6. Return Value: Define the destination for the return value.

Deployment

• Once deployed, the segment recalculates daily as part of a batch process.

• Graphs with Segment Listener execute according to the decision logic and specified trigger time.

• Customers within the segment will receive orchestrated engagement based on the defined logic.

Guidelines for Modifying and Managing Segment Listeners

• Segment Listener Modification: Once deployed, segment and strategy cannot be changed directly to prevent a data loss.

  • To change the segment, you must remove the existing listener and add a new one with the required segment.

  • Since segmentation is not part of versioning, when a segment used in the Segment Listener is deleted, the graph in older versions that reference this segment would not run.

  • The trigger time and output destination settings, however, can be modified at any time. After making these changes, be sure to redeploy the graph for the updates to take effect.

• Analytics De-provisioning: Analytics cannot be de-provisioned if any Segment Listeners are deployed.

• Segment Deletion: Segments referenced by a deployed Segment Listener cannot be deleted. To delete required segment, you must first remove the associated deployed listeners.

Example Use Case