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Getting Started With WebEngage

Sign-up for WebEngage

The sign-up for WebEngage is short and only necessary details are asked. There is no credit card required, and all the features are available to you for free up to a limit of 10,000 MAUs. Above the limit, you are eligible for the Enterprise plan. Our experts will reach out to you with a custom plan depending upon your usage and feature requirements.

You can read more about both the plans here: WebEngage Plans

Or, you can skip all of that and sign-up to use WebEngage for free.

Creating an account

Once you enter your details and click on ‘sign-up’, an activation mail reaches your inbox immediately. Clicking on the activation link redirects you to the WebEngage dashboard and the following window welcomes you:

Add New account screen

Name of the account is the name you would want to give the account for all reference purpose. For example, if you are an e-commerce business name flippinawesomekart, you can name it flippinawesomekart marketplace.

Alias is a nickname or mnemonics you want to add to remember the account by. It can be anything under the sun and beyond, as per your convenience.

Category segregates your account into the pre-defined industries for a better understanding and organization of accounts for us..

Timezone is your timezone of your area of operation, and we set it as the default choice for all engagement triggers until specified otherwise.

Language selected is the language you want the dashboard to be in. We currently support more than 30 languages for the convenience of our clientele distributed globally.

Adding an account

If you have more than one businesses or modules to manage, WebEngage provides you with the ability to do it from a single dashboard with the same credentials. An ideal example of such a solution is the same e-commerce business wanting to manage engagement on its seller portal as well, through WebEngage.

In such a scenario, you click on the ‘Create New Account‘ on the top right-hand corner of the dashboard and go through the same process as in ‘Creating an account’ to add an account to WebEngage.

creating new account webengage

Integrating WebEngage’s SDKs

After you create an account, the next step is to let the data from your website, android app and iOS app flow into WebEngage to make it actionable. To make this happen, you need to integrate the Web, Android and iOS SDK into the Website, android app, and iOS app respectively. You can click on the Integration tab in the left panel to access all the SDKs, whenever required.

SDK Integrations WebEngage

WebEngage was built to reduce the tech involvement in everyday marketing. Thus integration with WebEngage can be done with minimal assistance required from your tech team and its a one time job. All the SDKs are available under the Integration tab in the left panel of your dashboard.

Web SDK:

The WebEngage web SDK is a Javascript code snippet. It is a custom code generated for each domain separately and is not interchangeable. To generate a Web SDK for your website, enter your website domain name and click submit. This creates 2 widget integration codes:
Default Widget Integration Code: As the name suggests, there is no special requirements for this integration code. You just need to paste this code to the common header or footer of your website. This ensures that the integration code is present on all the pages of that domain and hence enables WebEngage to function on them.

Widget Integration Code for Tag Managers: Since majority of online businesses today have either the Google Tag Manager or alike integrated with their website, we also provide the integration code to be used via Tag Managers. You just need to copy the code and paste it under the place holder for codes in your Tag Manager.

For a detailed step by step integration process, kindly refer to our technical documentation.

Android SDK:

Android SDK is also unique for every account. To download the Android SDK for your account, you need to enter 2 values related to your app. One is the GCM Key, and the other is the package name.

  • Package Name: All Android apps have a package name. The package name uniquely identifies the app on the device; it is also unique in the Google Play store.
  • GCM Key: Google Cloud Messaging (GCM) is a free service that helps developers send messages across multiple platforms: Android, iOS, and Chrome.

Here is a step by step documentation of the process to generate the GCM Key for your app.

Once you enter both the values, a download button appears beneath them and you are ready to download the SDK. You need to integrate the SDK into your Android package. You can choose to loop your tech team to carry it out or read our detailed step by step guide for the same.

iOS SDK:

To download the iOS SDK for your account, you need to have an Apple Developer Program certificate. Once you upload the certificate, a download button appears and your iOS SDK is ready for download.

To integrate the SDK into your Package, you can follow our detailed guide for a step by step procedure.

Event Tracking with WebEngage

There are a number of events that happen on your mobile app and website, either performed by the user or the system. These events enrich the user profile for you for a better understanding of the persona and the behaviour of your user. Additionally, when it comes to creating sensible and smart segments, all of these events form the criterion for it.

To learn more about event tracking through WebEngage, here’s our technical documentation on the same:On Web | On Android App | On iOS App

User Profiles

WebEngage starts to create a user profile for each of your user that come on your website or mobile app. These user profiles can be both anonymous and logged in. The logged in users are treated to be the same throughout devices and platforms they use.

Clicking on Users under Insights in the dashboard presents you with three options:
user insights

  • Active Users: This tab provides you a analytics around your daily, weekly and monthly active users and also the Top Events performed by your users in the date range selected.
  • Acquisition: The acquisition tab gives the snapshot of your user acquisition by source, geo and platform. It also gives you the acquisition graph of anonymous vs logged in users over time for a better understanding.
  • Contacts: Contacts are all the logged in users for your business. When you click on any of your contact, it gives you a Single Customer View of all the attributes such as Email, Location, Last Seen along with all the events performed by them on all the different platforms of your presence.

Uploading Users / Events

There are three ways to get your data into WebEngage.

  1. Integrating SDKs and passing user and event data in real-time (most recommended)
  2. Passing users and events from your systems using WebEngage’s REST APIs
  3. Uploading users and events using CSV files

Although we highly recommend SDK integration in order to make WebEngage your realtime marketing database of record with user updates and behavior flowing in as they happen on your site or app, the other two methods are useful in scenarios such as the following:

  • Passing data using events / transactions that happen outside your apps / website (e.g. order delivery, re-stocking etc.)
  • Passing data from your CRM / MIS / BI systems for profile enrichment
  • Uploading past data or historical transactions
  • Addressing the cold start problem – i.e. not waiting for users to visit in order to generate their profiles

Click here to read more about how to upload users and events using CSV files.

Segments

Segmentation is the process of segregating your users into groups based on demography, behaviour or technical characteristics and actions. Creating a segment not only lets you segregate them into the groups but also understand them better.

Creating a segment:

Let’s assume you want to create a segment of those users who have installed your app for more than a month but haven’t purchased anything from the app yet. The steps to form such a segment are:

  1. Click on segments in the left panel of your dashboard.
  2. Name your segment such that the recall is easy. Eg, App Installed Not Purchased D30.
  3. Since no user attribute forms the defining factor for the segment, click on behaviour.
  4. Here you get the option to select the user who DID and/or DID NOT do one or more events on your app.
  5. To create the desired segment, select app_installed under the DID section and specify the filter for this event, i.e.; ‘before last month’.
  6. Under the DID NOT section, select ‘checkout_completed’ and filter this event based on the device as mobile.

segment creation

You can visualise the segment on the right-hand side panel, simultaneously. You can save this segment by clicking on the Save button in the top-right corner for further analysis or targeting via campaigns.

It is strongly advised that you visit the detailed guide on segmentation to explore the list of criteria and the granularity we have to offer when it comes to creating segments.

Creating your first engagement campaign

An engagement campaign is much more than creating a push notification or creating a web message or sending an email to your user. In fact, the primary objective of a building a WebEngage campaign is to remove these silos and bring consistency and coherency in all of these elements of engagement.

Under the engagement tab in your dashboard, you will find four live engagement channels, viz. Push Notification, Web Messages, In-App Messages, and Emails.

engagement channels

Let us go back to segment we created in the last section. It consisted of all the users who have installed your app for more than a month but haven’t purchased anything from the app.

Let us assume they are accessible on every channel of reach via WebEngage i.e.; the web, app, and email. Let us create a campaign using all these elements one by one.

    1. Creating a Push Notification

      Clicking on Push Notification opens up a window with a welcome message asking you to create your first push notification.

      For Android:

      1. Click on Create New Push.
      2. Click on the platform of your choice. You can create push notifications for both iOS and Android but not simultaneously.
      3. Selecting the platform takes you to the edit page of push notifications.
      4. Title is the first line in your push notification.
        push create
      5. Message is a short description of the push.
        push message
      6. CTA of the Push can either be a deep link of your app or an external URL to be opened in the browser.deep linking a push notification
      7. Custom Key Value is any custom value you want to pass with the notification for your further analysis and use.
      8. The next step presents you with a choice of making the notification expandable. You can add an image, some extra text or an extra CTA in the expanded view of the notification.
        Expandable Push Notification

      While you create the notification, you can watch the real time preview in the panel on the right.

      For iOS:

      The edit screens of iOS and Android are similar in most aspects. The difference lies in the fact that iOS doesn’t support expandable push notifications.

      iOS Push Message edit screen

  • Creating a Web Message

A web message can either be a web notification, survey or the feedback tab. The feedback tab is omnipresent on your website once you integrate the Web SDK to your website. The elements that remain are web notifications and surveys. Let us create both of them one by one:

Web Notification

A web notification is a message displayed on your webpage. It may or may not have a CTA, depending upon the desired objective. The position of a notification can be in the header, footer, either side or obstructive mid-screen pop-up as decided by you.

christmas_classic_notification_small

Notifications serve the purpose of either making the user aware of something important or to influence their navigation of your website. You can easily create a targeted web notification using WebEngage. Here are the steps to it:

      1. Go to ‘Notification’ under Web Messages in the left panel of your dashboard.
      2. Clicking on ‘Create New’ opens the edit page for notifications.
      3. On the edit page, you can either choose to build a web notification from scratch or choose from our ready to use template gallery.
      4. Enter the Basic Details.Screen Shot 2016-07-06 at 8.07.11 PM
      5. Add an image to your notification and define the styling for it.
      6. Choose a theme that goes with your website. The real-time preview gives you an idea of how your notification looks at every moment, in real-time.
      7. Once you have designed the notification, the next step is to set up the targeting for the notification.
      8. Targeting consists of three sections: Whom to show, Where to show and When to show.
      9. On the activate page, you will encounter the following options:
        1. Setup conversion tracking: You can define a goal and measure if this notification contributed in the achievement of that goal by setting up conversion tracking for this notification.
        2. Start/End date for the Notification: You can use this option to run the notification as a campaign. Leave blank for long-lived notifications.
        3. Skip Notification on destination pages: If a site visitor directly visits call to action linked page without clicking on the call to action button and this option is checked then this notification will not appear.
        4. Maximum number of times this Notification should be shown to a visitor: Specify a limit till this notification would appear for a site visitor unless clicked or closed.
      10. Click on ‘Save and Activate’ and you can see the notification live on your targeted pages.

Web Survey

A web survey is a small questionnaire displayed on your website, on the pages that you want to. It may have one or more than one questions, depending upon the insight you want to gauge. With Web Surveys, you can create on-site NPS, CSAT, Lead Gen and VoC surveys and more.

web survey sample
Sample Web Survey

Here are the steps to create a web survey:

      1. Go to ‘Survey’ under Web Messages in the left panel of your dashboard.
      2. Clicking on ‘Create New’ opens the edit page for notifications.
      3. On the Edit page, you can either choose to build a web notification from scratch or choose from our ready to use template gallery.
      4. Enter the Survey Title and Language.
      5. Add a welcome note. This will be the first page of your survey.Survey Welcome Note
      6. Create the questionnaire. You have 9 options for the structure of answers.Screen Shot 2016-07-07 at 11.39.32 AM
      7. Choose the exit message and exit points. It can be the ‘thank you’ page of the survey itself or some URL of your choice.
      8. Next comes targeting the right audience for the survey. It consists of three sections: Whom to show, Where to show and When to show.
      9. One last check on Appearance, select the Survey Widget Alignment and theme according to the look and feel of your website.
      10. On the activate page, you will encounter the following options:
        1. Setup conversion tracking: You can define a goal and measure if this notification contributed in the achievement of that goal by setting up conversion tracking for this notification.
        2. Start/End date for the Notification: You can use this option to run the notification as a campaign. Leave blank for long-lived notifications.
        3. Skip Notification on destination pages: If a site visitor directly visits call to action linked page without clicking on the call to action button and this option is checked then this notification will not appear.
        4. Maximum number of times this Notification should be shown to a visitor: Specify a limit till this notification would appear for a site visitor unless clicked or closed.
      11. Click on ‘Save and Activate’ and you can see the notification live on your targeted pages.

Creating an In-App Messages

In-App messages are the messages that you display to your user when he/she is using your app. It is a great way to push contextual messages and reaching your users while they are into it.

in app message
Sample In-App Message

Creating In-App Notifications with WebEngage couldn’t have been smoother. An In-App notification will have 3 major components: Title, Image, and CTA.

The Edit page of In-App notification looks like this:

In-app Notification Edit Page
In-app Notification Edit Page
  1. Title: When you click on ‘Title’ you have all the edit options open for the Title. You can even use tokens such as ‘Name’, ‘Screen Name’, ‘Birth date’, ‘Gender’ among others to customise the message for your users.
  2. Image: Insert an image into your in-app notification by uploading your own. The image should be less than 3 MB in size.
  3. CTA: You can edit the CTA button text as well as the destination URL. The destination could be a deep link within the app or an external URL to be opened in the mobile browser.

Creating an Email Campaign

Email as a channel has been the most reliable one since the advent of marketing on the digital platform. WebEngage enables you to create contextually and triggered email campaigns using an email service provider of your choice.

  1. Configuration: You would need to configure an email service provider inside the WebEngage dashboard. Under the ‘Configuration’ tab in Settings in the left panel, you would get all the email clients that WebEngage currently integrates with. Select the one with which you have an account. Enter the API key and other basic details and your email service provider is configured with WebEngage.
  2. Creating an Email: The edit screen of emails have the fields as shown below. You can personalise the subject and the body of the mail by using appropriate tokens at required places.
Email edit screen
Email Edit Screen

You can also create different variants of your email to A/B test them against each other and zero upon the one that works the best.

    • Rules: Rules govern ‘when’ and ‘to whom’ your email is sent. ‘Whom to show’ allows you to either select one of the saved segments or create a new one to send the emails to. ‘When’ are a function of both time and user-driven events. You can either send the emails instantly or select a particular date and time to send it. If you want the email to be sent by an event, you don’t have to select the time but the event that will trigger the email.
Triggered Email For Travel Businesses: Send Only When Checkout Completed With More Than 2 Passengers
Triggered Email For Travel Businesses: Send Only When Checkout Completed With More Than 2 Passengers

Creating and SMS Campaign

SMS or text messages has been one of the most effective as well as an efficient tool in the marketer’s arsenal. To create an SMS campaign through WebEngage, follow the below steps and go live:

  1. Click on ‘Create New SMS Message’ on the top right hand corner of your dashboard.
  2. Choose the kind of message you want to create, ie; transactional or promotional.
  3. The edit process of both these kind of messages are the same, only the triggers of sending them changes.
  4. Select your SMS service provider
  5. If you haven’t integrated any of the service providers, you can either do it directly from the SMS edit screen or integrate one under the ‘Integrations’ tab in the left panel.
  6. Next up, you enter the content of the message.
  7. The message can be personalised for each user and you can use all the data you pass to WebEngage as tokens. These tokens would be understood by WebEngage and the relevant data corresponding to each token and user will be substituted accordingly in the text.

    SMS Campaign Edit Screen
    SMS Campaign Edit Screen
  8. Once you have finalised the content of the message, hit ‘continue’ and save the draft giving it a relevant name.
  9. The next screen is the targeting screen for the SMS.
  10. Choose the segment you want to send the message to and the event-trigger or time-trigger to set-off the campaign as per your need.

    SMS Campaign Targeting
    SMS Campaign Targeting

Automating Your Engagement: User Journeys

Journeys is a drag and drop campaign designer built for product marketers. It helps you build and execute smart marketing campaigns from scratch in a matter of seconds. With Journeys, you will know who to target, when to target them, what to target them with, how to target them and how to do all of this intelligently.

The journey builder, in the left panel of the dashboard, consists of triggers, actions, conditions and flow control. A combination of these can be used to create automated user journeys for automated engagements.

WebEngage Journey Designer
WebEngage Journey Designer

Understanding Journey Designer Components

      1. Triggers: They are the events or conditions that set-off the actions in the flow.
        User Journey Component: Triggers
        User Journey Component: Triggers
        1. Event: An event is when something worth noticing happens. It can mean – a button click, mouse movement, text enter, page scroll and so on.
        2. Segment: Segments are the different groups of users created based on their behavior and/ or attributes.
        3. Geo-fence: Geo-fence is a virtually defined geographical area whose entry or exit can be used as triggers for engagement.
        4. Attribute Change: Attributes are user details such as name, birthday, last seen and more. Attribute change is a trigger which sets off when a mentioned attribute’s value is changed.
        5. Occasion (Profile-Date): Occasion is a defined special date. This can be picked from all the dates mentioned or captured for a user profile such as birthday, anniversary or completion of a year with you.
        6. Engagement Response: Every engagement element warrants and allows a set of responses such as CTA click, window close and alike. These engagement responses can be further used as triggers for subsequent engagements.
        7. API: The WebEngage API can be called with a unique combination of the User ID and unique Journey ID. This would automatically activate the specified journey for the user.
      2. Actions: Actions are the campaign elements that are set-off once the trigger is true.
        Journey Components: Actions
        Journey Components: Actions
        1. Send Email: Triggered emails to selected segments with granular personalization abilities.
        2. Send Push: Push messages for both android and iOS. Targeted and personalized notifications with geo-fencing to increase effectiveness.
        3. Send Text: Targeted, personalized and triggered promotional as well as transactional SMSs.
        4. Show Web Message: Web notifications and onsite surveys. Robust targeting engine with granular personalization to engage your web traffic like never before.
        5. Show In-App Message: Show a message or ask a quick question while the users are using your app.
        6. Set A User Attribute: Change an attribute of users who satisfy certain conditions or take certain actions.
      3. Conditions: Conditions are the checks that decide if 
the actions are undertaken on a segment of users. Conditions supersede triggers.
        Journey Components: Conditions
        Journey Components: Conditions
        1. Check User Attribute: The journey continues only if a user attribute value check is true or false.
        2. Is In Segment: Journey continues for a user only if he/she is in the specified segment.
        3. Is Reachable On Channel: An engagement action is implemented only if the user is reachable on a particular channel or a set of channels.
        4. Has Done Event: The event can be specified by you. The journey continues for the user only if the user has done the event.
        5. Engagement Response: Similar to the engagement responses when used as triggers, such as CTA click, window close, form fill and more. Each one of these responses can be used as a break condition to the journey.
      4. Flow Control: Flow control enables you to control the flow of the journey through elements like ‘wait for an event’, ‘wait for an event’, A/B split and alike.
        Journey Components: Flow Control
        Journey Components: Flow Control
        1. Wait: This is an unconditional time delay. The flow waits, without execution any further for any time period defined by you.
        2. Wait For Event: This pauses the flow and allows it to execute if and only if a particular pre-defined event takes place.
        3. End Journey: This element would end the journey right there, unconditionally.
        4. Wait For Date: It is a conditional pause which lets the flow be live only after a particular calendar date.
        5. A/B Split: WebEngage lets you create multiple variants of the same campaign. The A/B Split element enables you to define audiences for those variants and reach them with the designated variants.

Creating User Journeys

Let us take the same example to illustrate this. Imagine that you want to send an email and push notification the night before the date of departure. Such a journey can be created as follows:

      1. Define the event:
        1. Drag and drop ‘when user does an event’ to the edit area.
        2. Click on the box to define the event.
        3. Define the event done as ‘checkout_completed’ with a filter of ‘checkout_date’ as today.
      2. Define the right segment:
        1. Add ‘is in segment’ from the ‘conditions’ tab to the edit area.
        2. Click on the box to select the intended segments.
        3. This segment can either be a pre-created one or you can create it on the fly.
      3. Check flow control:
        1. Flow control is the immediate trigger before an action is taken.
        2. In this case, you won’t need to wait for any user action, event of a specified time. Hence no Flow control is needed in this journey.
      4. Select the engagement action:
        1. The engagement action is the action you want to take once the conditions defined above are met.
        2. In our defined scenario, the action will be sending a push and an email.
        3. Drag and drop the action you want to execute, to the edit area.
        4. Click on the box to select the particular Push or Email that you designed for the flow.
      5. Publish the Journey for immediate activation or Save Draft for later.

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