# Messages & Journeys

## 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.

{% hint style="info" %}
For more information on the scope and requirements of setting up journeys in the App, please contact your parcelLab representative.
{% endhint %}

## Take the Tour

Explore how you can set up your communications in our interactive demo below.

{% embed url="<https://app.storylane.io/share/chald7rnjtmx>" %}

## Messages & Journeys Features

You can use different features in the Experience Design module in the App to create your post-purchase messages and journeys.

{% tabs %}
{% tab title="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
* Copy the snippet to install a branded order status page

<div align="center"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2Fmk9CnI6wh3whvaExQNZX%2FShops.png?alt=media&#x26;token=d66a6ae9-4837-4f7a-9120-8335c5f44116" alt="Configured shop" width="563"><figcaption></figcaption></figure></div>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on configuring shops, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/setup/shops).
{% endhint %}
{% endtab %}

{% tab title="Email templates" %}
Create and manage email templates that follow brand guidelines. From the Email Templates section, you can:

* Add, edit, preview, and delete templates
* Maintain consistency in branding with logos, colors, and fonts

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FfBd3m8adwgQ9Kx7eSj45%2FTemplates.png?alt=media&#x26;token=1fbd4efa-0a86-4769-8ad5-56e962f04878" alt="Email templates list" width="563"><figcaption></figcaption></figure>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on configuring email templates, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/setup/email-templates).
{% endhint %}
{% endtab %}

{% tab title="Messages" %}
Configure and personalize messages across email, SMS, and webhook. From the Messages section, you can:

* Add, edit, delete and duplicate message types and messages

{% hint style="success" %}
You can use pre-built message templates to speed up configuration or create messages from scratch.
{% endhint %}

* Use AI-generated messages and translations to save time and ensure a cohesive brand voice
* Preview and test messages before sending

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FgcScuXraiAIQsdNLMS82%2FMessages.png?alt=media&#x26;token=1f493bb3-3ecb-4157-931e-25dfa5ed9153" alt="Configured messages" width="563"><figcaption></figcaption></figure>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on configuring messages, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/setup/messages).
{% endhint %}
{% endtab %}

{% tab title="Snippets" %}
Create reusable HTML components to ensure consistency in all communications. From the Snippets section, you can:

* Add, edit, delete, and duplicate snippets
* Use AI-generated snippets to save time and create consistent brand content
* Align snippets with the latest brand elements

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FPLSASokIO84kOCZHZgPP%2FSnippets.png?alt=media&#x26;token=b938433b-fd8c-4ee8-a5c0-8354bf48edbe" alt="Configured reusable snippets" width="563"><figcaption></figcaption></figure>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on configuring snippets, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/setup/snippets).
{% endhint %}
{% endtab %}

{% tab title="Media" %}
Upload and manage media files for use across your messages and campaigns. From the Media section, you can:

* Upload, rename, download, and delete files

{% hint style="info" %}
This can either be a .png or .jpg image file or GIFs and up to 1MB in size.
{% endhint %}

* Search for files in the media library and copy the file URL to easily insert into your messages in the App

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2Fzx858gvuN8ppDmdiw84D%2FMedia.png?alt=media&#x26;token=042846b8-6bcb-4cb2-905b-1d070e4381a9" alt="Media library" width="563"><figcaption></figcaption></figure>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on managing media assets, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/setup/media).
{% endhint %}
{% endtab %}

{% tab title="Journeys" %}
Create communication flows that ensure you send messages for each step of the delivery journey. From the Journeys section, you can:

* Add, edit, and delete journeys and triggers
* Use AI-generated journey and trigger filters to save time and optimize communication flows
* Configure journey triggers to send messages to dynamic recipients defined in order data to enable flexible communication flows beyond the primary customer, such as suppliers

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FvXzES2M7EKUTAahdQZG7%2FJourneys.png?alt=media&#x26;token=80e525e0-e6b3-46af-9c22-aad93f152b03" alt="Communication flows" width="563"><figcaption></figcaption></figure>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on configuring journeys, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/automation/journeys).
{% endhint %}
{% endtab %}

{% tab title="A/B Tests" %}
Create A/B tests to identify data-driven improvements in your email messages. From the A/B Tests section, you can:

* Add and publish A/B tests for messages
* Use AI-generated A/B test variants to save time and optimize message content
* View results for A/B tests to compare the performance of each version and determine if changes should be implemented

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FKvXX4jmRqBXy2l0CQjBE%2FABTests.png?alt=media&#x26;token=a5132b55-70c7-4fd8-8936-0c3dfd3be9d4" alt="A/B Tests page" width="563"><figcaption></figcaption></figure>

{% hint style="info" icon="book" %}

#### Check out the parcelLab guides

For further information on configuring A/B tests, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/automation/a-b-tests).
{% endhint %}
{% endtab %}
{% endtabs %}

## 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.

{% stepper %}
{% step %}

### 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.
  {% endstep %}

{% step %}

### Design email templates

* Create and design email templates that align with your brand. You can add multiple language variations if needed.
  {% endstep %}

{% step %}

### 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.
  {% endstep %}

{% step %}

### Configure messages

* Set up personalized messages, such as order confirmation or shipment notifications. Leverage message templates and AI tools for message generation and translations.
  {% endstep %}

{% step %}

### Create journeys

* Create custom journeys by mapping triggers to your created message types and defining specific actions (for example: delays) that must occur to trigger the message. Alternatively, install one of our ready-to-use communication flow recipes from the App Store and send out proactive messages with ease.
  {% endstep %}
  {% endstepper %}

## Learn More

View the following topics for more information on creating communications:

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><i class="fa-comment-pen">:comment-pen:</i> <strong>Communications Configuration</strong></td><td>Find out how you can set up and customize your communications.</td><td><a href="messages-and-journeys/configuration">configuration</a></td></tr><tr><td><i class="fa-comment-dots">:comment-dots:</i> <strong>Communication Types</strong></td><td>See the status updates you can send as part of your post-purchase journey.</td><td><a href="messages-and-journeys/overview">overview</a></td></tr><tr><td><i class="fa-spell-check">:spell-check:</i> <strong>A/B Testing</strong></td><td>Use A/B testing for data-driven insights for optimizing email content.</td><td><a href="a-b-testing">a-b-testing</a></td></tr><tr><td><i class="fa-comment-exclamation">:comment-exclamation:</i> <strong>On-Demand Messaging</strong></td><td>Use on-demand messaging to proactively communicate with customers on ad hoc fulfillment and delivery issues.</td><td><a href="on-demand-messaging">on-demand-messaging</a></td></tr></tbody></table>

## FAQs

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

{% hint style="info" %}
If you have any further questions relating to setup of your communications, please contact your parcelLab representative.
{% endhint %}

<details>

<summary>How do I set up a new email template?</summary>

You can add new email templates in the Email Templates section of the Experience Design Setup module in the App.&#x20;

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](https://docs.parcellab.com/docs/engage/messages-and-journeys/configuration).

</details>

<details>

<summary>How do I add UTM parameters?</summary>

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.&#x20;

The following types of UTM parameters can be used:&#x20;

* 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](https://docs.parcellab.com/docs/engage/messages-and-journeys/configuration/tracking-via-utm).

</details>

<details>

<summary>What is white-labelling?</summary>

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](https://docs.parcellab.com/docs/engage/messages-and-journeys/configuration).

</details>

<details>

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

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](https://docs.parcellab.com/docs/engage/a-b-testing).

</details>