Split Controls

Owned by Parker Hutcheson (Deactivated), created
Sept 07, 2023
2 min read

Split Controls are a type of Control that allows you to design Playbooks with different Paths, a potential journey for a customer to take through your Campaign. Such as having Text Message A be sent to people who live in City A, and Text Message B sent to people who live in City B, or randomizing a customer's journey.

Table of Contents

Motivation

Providing customers an experience tailored specifically to them is crucial to providing the customer a more positive experience. Split Controls allow the Playbook Designer to further tailor a Campaign towards that customer, by adding the capability to configure both the timing and type of content based on the known attributes of the customer.

A Playbook ideally undergoes consistent and ongoing improvement, which means a Playbook Designer requires the capability to experiment, assess, or compare how different combinations of content and timing perform against each other for similar audiences. We can split our audiences by a randomized method, to better test different tactics and messages. For example, randomly splitting audiences into:

  • E-Mail, SMS, or Letter Outreaches

  • Landing Pages A, B, or C

  • Waiting 1, 2, or 3 days before an Outreach

  • Sending 1, 2, or 3 reminder messages after waiting a day

Paths

Paths are the individual routes that Customers will take when going through a Split Control. The eligibility is determined by your Entry Conditions on the control, which are defined by your Customer Segments. Evaluation of Paths occurs left-to-right.

There are two types of Paths:

Path

Description

Path

Description

Custom

  • Configurable Path Entry Conditions

  • You can have up to 9 Custom Paths

  • You must always have at least 1 Custom Path, otherwise there would be no reason to create a Split Control

Fallback

  • Not configurable, the "catch all" pathway

  • Only one Fallback Path

  • Last in execution order, or furthest to the right

  • Ensures that a Customer always has a viable Path to capture them

Keep in mind that the more Paths and conditions you use, the slower the Platform will run. This is because customers will need to be evaluated against the increased quantity of conditions.

Re-evaluation

When a Customer Account is evaluated and assigned a Split Control Path, there are conditions that may cause a re-evaluation, potentially moving that Customer to a different Path.

This will only occur in two circumstances:

  • A Customer exits and returns to the same Campaign

  • Re-publishing a Playbook, deleting a Path assigned to a Customer

For clarification, re-evaluation will not occur solely based on the following events, only if they meet one of the two circumstances previously listed:

  • A Split Control is modified

  • A Playbook is re-published

Required Roles

Role

Capability

Role

Capability

Playbook Designer

View and Edit Split Controls

Playbook Viewer

View Split Controls

Tutorials