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Overview

The AutoEngagement feature in BillMe enables businesses to create automated, multi-channel customer engagement journeys triggered by billing events. This powerful tool allows you to design personalised customer experiences across digital bills, emails, SMS and surveys with intelligent timing and targeting.

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Key Benefits

  • Automated Customer Journeys: Set up once and let the system handle customer engagement automatically
  • Multi-Channel Communication: Engage customers through digital bills, emails, SMS and WhatsApp
  • Event-Driven Triggers: Automatically initiate campaigns based on bill generation and other events
  • Intelligent Timing: Control message timing with built-in delays and scheduling
  • Targeted Audience: Segment customers by brands, stores and specific criteria
  • Real-Time Monitoring: Track campaign performance and engagement metrics

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Journey Creation Process

The Auto Engagement feature requires you to configure customer journeys for post-purchase engagement. You can design your customer journeys based on the following steps:

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Step 1: Journey Details

Configure the basic parameters for your engagement campaign: Required Fields:
  • Journey Name: Descriptive name for your campaign (For example - “Billme Promotion”)
  • Journey Description: Detailed explanation of the campaign purpose
  • Company Selection: Choose the company account for this journey
  • Start Date & Time: When the journey should begin accepting triggers
  • End Date & Time: When the journey should stop processing new triggers
Best Practices:
  • Use clear, descriptive names that indicate the campaign purpose
  • Set appropriate date ranges based on promotional periods
  • Include campaign objectives in the description for team reference

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Step 2: Audience Targeting

Define who will receive your engagement messages: Brand Selection:
  • Choose specific brands from your account
  • Multiple brand selection supported
  • Brand selection enables store filtering
Store Selection:
  • Select specific stores within chosen brands
  • Store selection becomes available after brand selection
  • Allows for location-specific campaigns
Targeting Options:
  • All customers from selected brands/stores
  • Specific customer segments
  • Individual customer targeting

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Step 3: Journey Flow Builder

Design your automated engagement sequence using the visual workflow builder:

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Available Components

Start Triggers:
  • Event Occurrence: Triggered by specific events like bill generation
    • Event Type: Bill
    • Sub Event: Bill Generation
Customer Targeting:
  • All Customers: Target entire customer base
  • Customer Segment: Target specific customer groups
  • Specific Customer: Target individual customers
Digital Bill Engagement:
  • Bill Monitor: Display monitoring information on bills
  • Ad Below: Show advertisements below bill content
  • Sell Below: Display sales content below bills
  • Banner: Add promotional banners to bills
  • Survey: Embed surveys within digital bills
  • Pop Over: Show overlay messages on bills
Third-Party Engagement:
  • Send SMS: Automated SMS messaging
  • Send Email: Automated email campaigns
  • Send WhatsApp: WhatsApp message automation
Time Controls:
  • Wait For Some Time: Add delays between actions
    • Configurable wait periods
    • Date-based conditions
    • Custom timing rules

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Building Your Flow

1

**Start with a Trigger**: Drag "Event Occurrence" to begin your jou...

Start with a Trigger: Drag “Event Occurrence” to begin your journey
2

**Add Customer Targeting**: Connect "All Customers" or specific seg...

Add Customer Targeting: Connect “All Customers” or specific segments
3

**Design Engagement Sequence**: Add engagement components in logica...

Design Engagement Sequence: Add engagement components in logical order
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**Insert Timing Controls**: Use "Wait For Some Time" to space out c...

Insert Timing Controls: Use “Wait For Some Time” to space out communications
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**Configure Components**: Set up each component with appropriate co...

Configure Components: Set up each component with appropriate content and settings
Flow Example:

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Step 4: Review & Publish

Final review and launch your journey: Campaign Summary:
  • Review all journey details and settings
  • Verify audience targeting configuration
  • Confirm engagement flow sequence
Journey Overview:
  • Visual representation of your complete workflow
  • Component status indicators
  • Flow validation check
Preview Functionality:
  • Preview Pane: Test your journey before going live
  • Click tiles to preview individual components
  • Validate message content and timing
Publishing:
  • Click “Publish” to activate your journey
  • Journey will start processing triggers based on your start date
  • Monitor performance through the main dashboard

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Component Configuration

You can configure various components of the journey based on your selections.

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Event Occurrence Setup

  • Event Type: Select “Bill” for billing-related triggers
  • Sub Event: Choose “Bill Generation” for new bill triggers
  • Conditions: Set additional trigger conditions if needed

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Digital Bill Components

Banner Configuration:
  • Upload banner images or create text-based banners
  • Set display duration and positioning
  • Configure click-through actions
Pop Over Setup:
  • Design overlay content and messaging
  • Set display timing and triggers
  • Configure user interaction options
Survey Integration:
  • Create or select existing surveys
  • Set survey display conditions
  • Configure response handling

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Third-Party Messaging

SMS Configuration:
  • Ensure DLT compliance for SMS campaigns
  • Link Telemarketer ID with DLT account
  • Create message templates with personalisation
  • Set delivery timing and frequency limits
Email Setup:
  • Design email templates with rich formatting
  • Configure sender information and reply-to addresses
  • Set up email tracking and analytics
  • Include unsubscribe options

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Time Regulator

  • Wait Duration: Set specific time delays (minutes, hours, days)
  • Conditional Waits: Wait until specific dates or conditions
  • Business Hours: Respect customer communication preferences

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Best Practices

These are the recommended best practices while creating a customer journey:

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Journey Design

  • Start Simple: Begin with basic flows and gradually add complexity
  • Customer Experience: Consider the entire customer journey from their perspective
  • Timing Matters: Space out communications to avoid overwhelming customers
  • Test Thoroughly: Use preview functionality before publishing

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Content Creation

  • Personalisation: Use customer data to personalise messages
  • Brand Consistency: Maintain consistent branding across all touchpoints
  • Clear CTAs: Include clear calls-to-action in all communications
  • Mobile Optimisation: Ensure content displays well on mobile devices

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Compliance

  • SMS Regulations: Follow TRAI guidelines for SMS marketing
  • Email Standards: Include proper unsubscribe mechanisms
  • Data Privacy: Respect customer data privacy and preferences
  • Opt-out Options: Provide easy ways for customers to opt out

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Performance Optimsation

  • Monitor Metrics: Track engagement rates and conversion metrics
  • A/B Testing: Test different content versions and timing
  • Continuous Improvement: Regularly review and optimise journey performance
  • Customer Feedback: Incorporate survey responses and feedback