Monitoring Journey Engagement

Part of setting up a great journey is making sure that it's helping you achieve your marketing goals. Whether you want to confirm that users are engaging with the messages you send or converting on a specific goal, here's how to keep track of engagement in your journeys.

# In this article

# Viewing users in a tile

After you've built and published a journey, you can view which users are in a tile at any given time.

To do this, open a live journey, and locate the tile you're interested in. Click the person icon at the top right of the tile.

This opens the user list, which shows the total number of users currently in the tile, when each user entered the journey, how long they've been in the tile, and when they're scheduled to leave the tile. This makes it easy to keep track of specific user journeys if you need to, as well as troubleshoot potential issues.

# Tracking journey conversions

Some journeys are designed to encourage users to take a specific action (for example, set up an account with your brand, make a purchase, or review a product). With journey conversions, you can specify a conversion event for a journey and all of its associated campaigns — then track how well you're meeting that conversion goal.

When you add or update a conversion goal in a journey, it's automatically applied to all of the journey's associated campaigns. And you can also adjust the conversion event(s) for individual journey campaigns if desired.

When you create a new journey, you'll be prompted to select a conversion goal from the available events in your Iterable project.

You can also add a conversion event to an existing journey by clicking the three dots > Settings > Conversions and Metrics.

Once you've selected an event for your conversion goal, you can view or edit the goal by clicking the journey conversion event badge in the upper right corner of Studio. When you edit the journey's conversion event, the new conversion event is automatically applied to all of the journey's campaigns.

When you publish a journey that has a conversion goal, the total number of users who have converted from the journey is shown on the canvas.

By default, this badge shows the total number of conversions since the conversion event was added. But you can adjust the date range at the top of Studio to see a specific time frame.

# Tracking journey events

With journey events, you can keep track of which paths users take through journeys, including where, when, and why they exited. This feature can help you:

• Avoid over-messaging users — Exclude users from or include users in specific journeys based on whether or not they're currently in another journey or exited a previous journey for a particular reason.

• Improve customer service — Review a user's journey event history to understand their overall experience (including which messages they have or haven't received) for greater context when responding to customer service requests.

• Refine your lists — Segment and create lists of users with similar journey event histories.

Each Iterable organization can track 2M journey events per month. Please note that this limit is applied across all of the projects within your company's organization, not to each individual project. To purchase additional journey events beyond this tier, talk to your customer success manager.

The retention period for journey events is three months (90 days).

# Turning on/off event tracking for a journey

Journey event tracking must be turned on in each individual journey (published only) for which you want to track journey events — it can't be automatically turned on/off for all journeys in a project. When publishing a journey for the first time, you can turn on journey event tracking using the toggle in the Publish Journey confirmation menu.

To turn on journey event tracking in a published journey, click the three dots, then select Settings from the dropdown menu. Under Published Journey Options, switch the Journey Events toggle on.

To turn off journey event tracking for a particular journey, open the journey's settings menu and switch the Journey Events toggle off. When you do this, the journey event data you've collected up until this point continues to be available (journeyExit events are retained for three months), but no additional event data is collected for the selected journey until the feature is turned back on.

# Viewing tracked events in a journey

After a journey has been published and has event tracking enabled, you can view data about user entries and exits in the journey's published view. To do this, go to Messaging > Journeys, and open the journey you're interested in.

# Specific tiles

The user count badges on the individual tiles of a journey show the total number of users who have entered and exited each tile.

To see a list of the specific users who have entered or exited a tile, click the badge you're interested in.

# Entire journey

The reporting panel on the right side of Studio shows the total number of users who have entered and exited the entire journey. You can use the Past and In progress toggle as well as the date range picker to view journey event data for the time frame you're interested in.

To see a list of the specific users who have entered or exited the journey, click the user count you're interested in.

Keep in mind: Iterable can only identify which specific users exited a journey while event tracking is enabled. If you turn event tracking off after it's been enabled, this can lead to a discrepancy between the total number of users who have exited the journey and the list of specific users who have exited.

# Viewing a user's journey event history

You can see which journey events have been logged for a specific user by viewing their user profile. To get there, go to Audience > User Lookup. Enter the user's email address to pull up their user profile. Then, select Events > History.

Here, you'll see a list of the user's recently logged events, including journey exit (journeyExit) events. Click the down arrow on a journey exit event to view more details. You can also filter by journey exit events in the Filters menu.

# Using journey event data in Iterable

When journey events have been tracked in your project, you can use this data as filtering criteria in several ways.

# Preventing journey entrances with journey events

When a journey uses the Schedule entry source, you can set up filtering criteria that prevent users from entering the journey if they've previously exited another. This can be useful for tasks like ensuring that users who didn't complete a certain journey (and therefore didn't receive an important message) aren't added to a linked follow-up journey.

To do this, open the Start tile and select the Schedule entry source. Under Additional Entry Requirements, click Add Criteria.

From here, you can set up a segmentation query that excludes users from the journey if they have certain journey event criteria on their user profile.

# Creating user lists using journey event data

You can use journey event data to find groups of users who have exited a certain journey, including the particular reason they exited. This can be useful for tasks like retargeting a group of users who exited a journey due to a setup error that prevented them from receiving a message.

To do this, go to Audience > Segmentation. Click the Contact Property box, and select Journey Exit. Specify the details you're looking for, then generate your list when you're ready.

For a complete list of reasons for journey exits to help you build a segment, see Defining How Users Exit Journeys.

# Monitoring journey event usage

To view your current journey event usage, click the gear icon, then select Usage and Billing. Under Journey Events, you'll see how many journey events have been tracked for the current month for your organization, and for each project.

To learn more about the metrics on this page, see Usage and Billing.

# What happens when you reach the limit

If you reach your project's journey event tracking limit, tracking is automatically disabled for all journeys in the project. When this happens, you can:

• Turn off event tracking in some of your journeys to free up space for the next month.
• Purchase additional events for your organization. (To purchase additional event tracking beyond the free tier, talk to your account manager.)

When your monthly limit resets — or you purchase additional events for the current month — you'll need to turn event tracking back on for each journey you want to track in your project.

# Tracking journey campaign performance

# Viewing metrics for a single campaign in a journey

Studio displays engagement metrics on message tiles so you can see how well your journey campaigns are performing at a glance. Once you've published and turned on a journey, you'll see up to four engagement metrics displayed on message tiles on the canvas. By default, those metrics are:

• Click rate
• Delivery rate
• Open rate
• Total sent

To see more detailed performance data about a journey campaign, double-click its message tile and click View Campaign Analytics.

This takes you to the Campaign Analytics page for your selected campaign, where you can see additional performance metrics in the following categories:

• Delivery
• Engagement
• Audience retention
• Segment analysis
• Time series
• Heatmap
• Locations

# Viewing metrics for all campaigns in a journey

To see how all the campaigns in a published journey are performing, open the journey in Studio and click View Journey Insights.

Or go to the Journeys page and find the journey you're interested in. Click the arrow to see the campaigns associated with the journey, and click View Insights.

This takes you to the Messaging Insights page, where you can view overall performance metrics for all of the campaigns in the journey.

To learn more about viewing and analyzing journey performance data, see Increasing Engagement in Journeys.

# Customizing which metrics are displayed on tiles

You can customize which metrics appear on a journey's message tiles. To do this, open the journey in Studio, click the three dots and select Settings. Then go to the Metrics tab.

For each message channel, select up to four metrics that you want to appear on message tiles for the journey. (Your changes affect the current journey, not all journeys.)

Save your changes, and now your message tiles will display your selected metrics when you and your teammates view the journey.

# Want to learn more?

For more information about some of the topics in this article, check out these resources. Iterable Academy is open to everyone — you don't need to be an Iterable customer!

Iterable Academy

• Tracking Campaign Conversions

Support docs

• Tracking Conversions, Purchases, and Revenue
• Measuring Campaign Performance