Goal​

To create a whiteboard plan that reacts to the behavior of individual contacts.

  • Build and maintain a personal relationship with new and existing contacts that is based on user behavior across multiple channels.

  • Create and automate an individualized contact communication that responds to contact activity. For example, welcome, abandoned cart, and cross-selling campaigns. 

Prerequisites​

  • Prepare anything that you need for the setup of your whiteboard plan. For example, selections or prepared messages. These resources must be created in their own areas of the system and cannot be created on the whiteboard.

  • Whiteboard is an extra feature that must be enabled for your system.

  • You need the following permissions to use whiteboards:

Permission Number

Permission Name

Purpose

1600

Whiteboard: View All

Allows you to view whiteboard plans in your system.

1602

Whiteboard: View and Edit All Whiteboards

Allows you to edit all whiteboard plans in your system.

356

Automations: Activate Automations

Allows you to activate and deactivate whiteboard plans in your system.

Procedures


As you work, the system shows you the events, jobs, and filters that make sense for the current step. Options that are not allowed in a certain location are not displayed.

1. In the ​Main Navigation​, click ​Automations​ > ​Whiteboard.

   ⇒ The ​Whiteboard Plans​ overview window opens.

2. Click ​Create​.

   ⇒ The ​New Whiteboard Plan​ window opens.

3. Select ​Event-based​ from the list of whiteboard types.

4. Define the name of the new whiteboard plan. The name must be unique in the system and no longer than 100 characters.
After you create your whiteboard plan, you can use the global search function in the top navigation to locate the plan by name.
To provide more information about the whiteboard plan, enter a description. The description helps you identify the whiteboard plan in the system. Descriptions are optional and can contain a maximum of 1000 characters.

5. Click ​Create​.

   ⇒ A new whiteboard canvas opens.

6. To set the duration of your whiteboard and a goal event, click ​Setup​.

   ⇒ The ​Setup​ panel opens.

7. In the ​Activation​ area of the ​Setup​ panel, define how and when your event-based whiteboard plan starts.

Activate Manually:​ The whiteboard plan is not scheduled to start on a specific date. To start the plan, you must click ​Activate​ on the whiteboard canvas.

  • Define Schedule:​ Defines a start date for the whiteboard plan. Once the steps on the plan are complete and validated, click ​Schedule​ on the whiteboard canvas. The system starts the plan on the scheduled dates automatically.

    • ​Activation Date:​ Defines the date on which the whiteboard schedule starts.

    • ​Time:​ Sets the time on which the whiteboard schedule starts.

    • ​Time Zone:​ Selects the time zone the system uses to calculate the scheduled time.

In the ​Deactivation​ area, define how and when your event-based whiteboard plan ends.

  • Deactivate Manually:​ The whiteboard plan is not scheduled to end on a specific date. To end the plan, you must click ​Deactivate​ on the whiteboard canvas.

  • Define Schedule without Phase Out:​ Schedules the whiteboard to end on a specific date. All contacts who are on the plan exit the plan immediately on the defined date.

    • ​End Date:​ Defines the date on which the whiteboard schedule ends.

    • ​Time:​ Sets the time on which the whiteboard schedule ends.

    • ​Time Zone:​ Selects the time zone the system uses to calculate the scheduled time.

  • ​Define Schedule with Phase Out:​ Schedules a date after which no new contacts can enter the whiteboard plan. Contacts who are currently on the plan can complete all automations in the plan.

    • ​Phase Out Start:​ Defines the date after which no new contacts can enter the whiteboard. Automations continue for all contacts who are already on the plan.

    • ​Time:​ Sets the time on which the whiteboard phase out starts.

    • ​Time Zone:​ Selects the time zone the system uses to calculate the scheduled time.

In the ​Whiteboard Goal​ area of the ​Setup​ panel, define which event excludes contacts from further journey on your whiteboard. This setting allows you to avoid overcommunication when a contact reaches a desired point on your whiteboard.

  • Select the Goal Event:​ The selected event does not appear on your whiteboard canvas. When a contact completes it, they automatically exit the whiteboard plan.

    • All standard whiteboard events can be defined as a goal event.

    • Goal events cannot be split.

    • If the same event is specified as a goal event and also placed on the whiteboard plan, the goal event has priority. Journey after the same standard event that is placed on your whiteboard canvas is not continued. Do not set the same goal event and start event, because the contacts never continue down the plan.

8. To save your changes, click ​Apply​.
   ⇒ The ​Setup​ panel closes and you return to the whiteboard canvas.

On an event-based whiteboard, each contact starts their journey individually and continues at their own pace. Steps are consecutive and if a path on the plan splits, the contact can follow only one of the paths.

1. Click ​Add First Step​ on the whiteboard canvas.

   ⇒ The ​Select Entry Event​ panel slides opens.

2. Select the event that defines how a contact begins their journey on the whiteboard plan. If the contact completes this event, they can continue on a path in the plan.

   ⇒ The ​Configure Entry Event​ panel opens.

3. Define the settings of your start event.

4. In the ​Whiteboard Audience Definition​ > ​Group Membership​ area, select which contacts can enter the whiteboard plan.

  • All Groups:​ Allows contacts from every group on your system to enter the whiteboard plan.

  • Specific Group:​ Allows contacts from a single group on your system to enter the whiteboard plan.

  • ​Is in Selection:​ Limits the whiteboard audience to contacts in the selected groups who match certain criteria.

  • Selection:​ Defines the selection criteria that the system applies to contacts in the whiteboard audience group. Select from a drop-down list of the selection plans that are stored on your system.

5. Click ​Apply​.

   ⇒ The system adds the entry event to the whiteboard canvas.

6. To add more steps to the whiteboard plan, click the ​Add Next Step​ rectangle on the whiteboard canvas. The steps that you choose guide your contact down a path of selected marketing interactions. After the first step in your plan, you can split steps to guide contacts down different paths.

7. Continue to add steps to the whiteboard until your whiteboard plan is complete.

8. To check your whiteboard plan, click ​Validate​ in the ​Actions​ menu.

   ⇒ The system checks each step on the plan and notifies you of any errors.

9. To define your whiteboard settings, click the  symbol.

   ⇒ The ​Whiteboard Settings​ window opens.

10. In the ​Whiteboard Settings​ window, define settings for your event-based whiteboard.

  • Sendout Settings:​ Select specific days of the week and hours to exclude them from the whiteboard sendout.

  • ​Enrolment Settings:​ Select how often a contact can enter the whiteboard.

  • Statistics:​ Define how the system calculates statistics for this whiteboard.

  • Notifications:​ Select whether an expiry notification is sent 30 days before the whiteboard plan deactivates.

  • Whiteboard Time Zone:​ Defines the time zone the system uses to calculate automations on the whiteboard.

11. To save your whiteboard plan, click ​Save​ in the ​Actions​ menu. The system saves the new plan and sets the status of the plan to ​Inactive​. The steps on an inactive plan are not executed and can be edited.
You can save a whiteboard plan that contains errors, however, you must correct all errors before you activate the plan.

The following rules limit the sequence of steps that are possible on an event-based whiteboard plan.

  • Every whiteboard begins with a start event. If the contact completes this event, they begin their journey on the plan.

  • You cannot add a split to the start event.

  • You cannot add an event after a delay.

  • You cannot add a delay after a filter.

1. To start the completed whiteboard plan manually, click ​Activate​ on the whiteboard canvas.

   ⇒ If the whiteboard plan is logically correct and all necessary fields are filled, the status of the whiteboard changes to ​Active​. The system executes automations on active whiteboards according to the sequence of steps on the plan and the approved days.


   ⇒ If the system detects errors in the whiteboard plan, you receive a notification with information about the problem. Once the errors are corrected, you can activate the plan.

2. To activate the schedule that you defined in the ​Activation​ area of the ​Setup​ panel, click ​Schedule​ on the whiteboard canvas.

   ⇒ If the whiteboard plan is logically correct and all necessary fields are filled, the status of the whiteboard changes to ​Scheduled​. The system activates the whiteboard plan on the defined date and time automatically.

   ⇒ If the system detects errors in the whiteboard plan, you receive a notification with information about the problem. Once the errors are corrected, you can schedule the plan.

   ⇒ To reschedule an event-based whiteboard that has not started, click ​Actions​ > ​Edit Schedule​ on the whiteboard canvas.

You cannot edit the steps of an event-based whiteboard that is active or scheduled. If you need to edit the steps of your whiteboard, deactivate it. The steps on an inactive plan are not executed and can be edited. When you deactivate a whiteboard, all contacts who are in the plan exit immediately. The system no longer executes any of the automations on the whiteboard plan. To end a campaign gradually, select the ​Phase Out​ option. For more information, see Phase Out a Whiteboard Plan​.

Related Topics​

Whiteboard​
​Whiteboard Steps​
Whiteboard (canvas)​
​Whiteboard Settings (window)​