Playbook How To - Set Wait Controls

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

The timing of outreaches in a playbook is a major contributor to its overall performance. To allow the playbook designer to optimize the performance of their playbooks, they require the capability to set the timing of outreaches based on a range of properties.

In typical scenarios, the timing of outreaches will be triggered based on relative timing to key dates supplied in a clients data files (eg. 6 Days After Placement Date, 8 Days Before Suspension Date). But in scenarios where

  • Key dates are not available

  • The timing of messages are dictated on the day of sending by the client, or

  • The playbook designer is creating an experience tailored to the customers actions

The Playbook Designer will need the capability to base the triggering of outreaches on:

  • A Timer relative to the completion of the last campaign activity

  • A Customer attribute meeting a set condition, or

  • A combination of both

Table of Contents

How to Set a Wait Control

Designing a Timer Based Wait Control means you can add at any point within the campaign, and even in succession with another wait control.

As the Playbook Designer you can adjust the value and time increment associated to the wait control by:

  • The allowable time increments will be Hours and Days

  • The allowable values should be greater than or equal to 1 (positive integer)

Setting a Timer Based Wait Control

  • When the customer reaches the Timer Based Wait Control on their journey, they will be held at that control until the condition has been met, at which point, the next control is evaluated.

    • For timer based controls, the countdown will start when the customer enters that control. For example:

      • If Timer set to 1 Hour and the customer reaches wait until control at 2:45pm mountain (9:45pm UTC), the next control will be evaluated at 3:45pm mountain (10:45pm UTC)

      • If Timer set to 2 Days (48 Hours) and the customer reaches wait until control on Monday at 1:00pm mountain (7:00pm UTC), the next control will be evaluated on Wednesday at 1:00pm mountain (7:00pm UTC)

    • If an account’s properties change that require them to move campaigns, allow the customer to move campaigns as currently designed.

    • If an account’s properties change and do not require the customer to move campaigns and the customer is still at the wait control, the timer will restart

    • If an account re-enters a campaign where the wait control has already been executed and completed, the wait control will execute again.