Messages & Journeys

Take control of your communications setup and manage the messages you send across different markets.

Overview

You can create, manage, and streamline customer communication journeys through messages set up in the parcelLab App. With features like customizable email templates, AI-generated messages, and reusable snippets, you can ensure brand consistency and automate communication processes.

By following a structured approach, you can effectively manage customer communications, ensuring a consistent and engaging experience across various touchpoints.

For more information on the scope and requirements of setting up journeys in the App, please contact your parcelLab representative.

Take the Tour

Explore the features in Journeys with our interactive demo below.

Journeys Features

You can manage shops, email templates, messages, HTML snippets, and A/B tests in the App.

Shops

Manage multiple shops or sub-entities that represent different brands or business units. From the Shops section, you can:

• Add and edit shop details

• Set one shop as the default to represent the primary customer experience

Email templates

Messages

Snippets

A/B Tests

Creating a Journey

The following instructions explain the basics of setting up messages and the different elements that need to be set up in order to configure communications.

1

Create shops

• Begin by setting up at least one shop. Shops are required to manage and organize customer journeys. Ensure each shop has its name, language, identifier, and decide which will be your default shop.

2

Design email templates

• Create and design email templates that align with your brand. You can add multiple language variations if needed.

3

Set up snippets (optional)

• Create reusable HTML snippets for common components (for example: headers, footers, and key elements) that can be added across templates and messages to maintain brand consistency.

4

Configure messages

• Set up personalized messages, such as order confirmation or shipment notifications. Leverage AI tools for message generation and translations.

Configuring Messages

Some examples of how to include content in your emails to provide personalized communications and increase engagement with your customers are shown in the following demos.

Add Content to Emails

Try our interactive demo and walk through how to include images, dynamic placeholders, and reusable HTML content in your emails.

Preview and Publish Emails

Try our interactive demo and walk through how to preview content, send test emails, view message history, and publish emails.

Generate Emails with AI

Try our interactive demo and walk through how to generate new message types and translate these messages into additional languages using the AI Email Editor.

Learn More

View the following topics for more information on creating communications:

Communications Configuration

Find out how you can set up and customize your communications.

Communication Types

See the status updates you can send as part of your post-purchase journey.

A/B Testing

Use A/B testing for data-driven insights for optimizing email content.

On-Demand Messaging

Use on-demand messaging to proactively communicate with customers on ad hoc fulfillment and delivery issues.

FAQs

To help you get started with setting up proactive communications, see our FAQs below.

If you have any further questions relating to setup of your communications, please contact your parcelLab representative.

How do I set up a new email template?

You can add new email templates in the Email Templates section of the Experience Design Setup module in the App.

When you add a new template, you can insert the HTML snippet for your email into the email editor. This will automatically display in the preview so you can check how the content will look in your emails.

The following need to be included for your email template to work correctly:

• A <!DOCTYPE> tag at the very top and that the tag is not empty. Otherwise, the template will not be responsive.

• A {{content}} tag in your template. This is a placeholder that will be replaced by all the messages set in the Messages section of the module.

For further information on configuring emails, see our setup guide.

How do I add UTM parameters?

To set UTM parameters for your campaigns, you need to provide your UTM parameters to parcelLab and we will add them to the corresponding URLs in the notifications.

The following types of UTM parameters can be used:

• utm_source (required) – identifies the source of your traffic.

• utm_medium (required) – identifies the medium of the link that was used.

• utm_campaign (required) – identifies a strategic campaign.

• utm_term (optional) – identifies keywords.

• utm_content (optional) – retrieves additional details for A/B testing.

For further information on configuring UTM parameters, see our setup guide.

What is white-labelling?

White-labelling is used by parcelLab to send emails on your behalf as if they were sent directly by your brand (that is: with your styling and content).

For further information on configuring emails, see our setup guide.

Can I test my emails to see which templates work best for customer groups/events?

Yes, you can use A/B testing at message and content level to ensure your communications meet your brand’s needs.

For further information on configuring A/B testing, see our setup guide.