The Journey Playbook screen allows you to see and edit your Journey Playbooks.
Journey Playbook Example
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Playbook Details
When you first enter a Journey Playbook a panel slides in that highlights:
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Name: This highlights the customer or internal action this step represents and will identify itself within the milestone.
Description: More detail on what action this step is highlighting. It may talk about the feelings of the person at this step in the journey or highlight which email is being sent out. Anything really that adds useful depth to the purpose of the step.
Icon: Used to visually indicate the action occurring within this step.
Satisfaction: Where on the satisfaction scale for a user this step sits ranging from terrible to brilliant. For customer action steps this indicates the how well you as a brand are facilitating that action. For internal actions it indicates how well you perceive you are meeting the CX requirement.Step Type: Internal (Brand initiated task or action step) or customer
State: What state this step is currently in.
If the step action does not yet exist but you think it should be added, select “Proposed” indicating a step you think should be included in the journey.
If the step action has been agreed to be added, select “to do” indicating a step ready to be included in the journey.
Once the step is live change the state to live indicating this step is not in production.
The state details show on the journey playbook home page providing a clear way to indicate “tasks” that can be picked up by the CX team
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Satisfaction: Where on the satisfaction scale for a user this step sits ranging from terrible to brilliant. For customer action steps this indicates the how well you as a brand are facilitating that action. For internal actions it indicates how well you perceive you are meeting the CX requirement.
Description: More detail on what action this step is highlighting. It may talk about the feelings of the person at this step in the journey or highlight which email is being sent out. Anything really that adds useful depth to the purpose of the step.
Icon: Used to visually indicate the action occurring within this step.
The colour chosen for the Icon background will also show on the step background. This allows the user to group like steps togather. For example light blue for email campaigns.
Linked Resources
Steps often provide a specific action . You or require a specific Rule or integration to work. Here you can link resources to the step in the Jounrey to a specific rule to make it very clear how your are answering the steps requirements. Simply click on the triple dots select rules and select the rule that links to this specific stepto highlight what you have created to answer the steps requirements.
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You can link Templates, Rules, Dashboards or Journey Analytics. You can link only one type or add a mixture if required.
Linked Steps
Certain steps naturally sit together. Use linked steps to nest these together within a single step. Click on any step and the “Add Step” dialogue will pop-up allowing you to create a linked step.
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