When using the Journey Facilitator to create a customer journey for the Email channel, you can use the decision box to create different paths based on the customer’s interaction with your emails. These interactions include whether the email has been read, replied to, delivered, failed, or clicked.

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By incorporating the decision box, you can design customized actions and next steps for each scenario. For example, if a customer reads the email but doesn’t reply, you can set up a path that triggers a follow-up email or assigns a task to an agent for further engagement. If the customer replies, you can create a separate path to handle the reply and initiate appropriate actions.

Key Benefits of auto nudge in emails

Auto nudge on email enhances communication and productivity with the following benefits:

Increased response rates: Auto nudge prompts recipients who haven't replied to your email, increasing the chances of receiving a response. It serves as a gentle reminder to ensure important emails don't go unnoticed or unanswered.

Time-saving automation: Instead of manually following up with each recipient, auto nudge automatically triggers reminders based on predefined settings. This saves time and effort, allowing agents to focus on other important tasks.

Improved communication efficiency: Auto nudge helps streamline email conversations by ensuring timely responses. It reduces delays and enables more efficient communication, especially in cases where a response is crucial for decision-making or progressing a project.

Enhanced customer relationships: Auto nudge ensures that your interactions with clients or customers are proactive and timely. It helps maintain professional communication and demonstrates your commitment to providing excellent customer service.

Add an Auto Nudge in the Journey

1. Open a New Tab using the + icon. Now under the Sprinklr Service, select Journey Facilitator within Resolve

2. In the Journey Facilitator window, click the ellipsis (3-dots) icon next to the desired journey and select Edit.

3. In the Journey Builder, click the + icon under Start to initiate the journey. Select Send Message Node followed by selecting the created Email Marketing asset.

4. Add a decision box and create different paths in your journey based on whether an outbound message sent to the customer via Email has been read, replied to, delivered, failed, or clicked.

5. Add a path and give it a name. In the Condition box, select the condition from the below table to take action when an outbound message is sent to the customer on Email:

   Event Name	Decision Box Configuration	Condition

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6. Next, you can add specific actions or follow-up steps depending on the customer's response behavior.

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7. Click Save & Deploy at the bottom.