Scene branching

Use branching in ScenesA single or multi-screen in-app experience cached on users’ devices and displayed when users meet certain conditions in your app or website, such as viewing a particular screen or when a Custom Event occurs. They can be presented in fullscreen, modal, or embedded format using the default swipe/click mode or as a Story. Scenes can also contain survey questions. to create personalized and dynamic experiences tailored to user behavior.

About branching

Branching expands a Scene’s capabilities by ensuring users only see and interact with content according to the rules you create to guide them to specific screens. Design paths between screens using a visual map and conditional logic to create an adaptive experience that is aligned with your desired goals and outcomes.

Branching is essentially a decision tree, and its logic uses conditional if/then/else statements. You define rules where if a user performs one or more actions, then which screen to go to based on the action, and an else alternative if none of those actions were taken. You can add multiple if conditions for each rule and multiple rules per statement.

Implementing branching in your Scenes offers several benefits:

• More interactive experiences — Create adaptive flows that change based on user interactions to make your in-app content more customized and engaging.
• Reduced drop-offs — Present specific content to streamline the user experience and decrease abandonment rates.
• Improved data collection — Ask follow-up questions in surveys for more accurate, in-depth data and increased submission rates.
• Better ROI on campaigns — Drive more targeted interactions for more effective campaigns.

You can set up branching for the maximum 20 screens in a Scene. Branching is not available for Stories.

Branching use cases

Example use cases for various industries:

• Understand what’s driving your NPS — Uncover deeper customer insights on customer loyalty and identify key areas of improvement. Prioritize product, content, or experience enhancements based on real feedback.
• Increase loyalty with a customer-centric loyalty program — Drive adoption, loyalty, and referrals by offering unique incentives and offers based on what your customers want.
• Prevent and convert abandoned carts — Reduce cart abandonment and increase conversions with targeted interventions.
• Fix FAQs before they lead to support tickets — Reduce costs and encourage self-service by enhancing FAQ pages. Measure their effectiveness through real user insights.
• Understand and improve in-store experiences — Find out how your restaurant customers rate their experience and which branches shine the most.
• Increase conversions by optimizing your booking process — Gather customer feedback on preferences, the booking process, and the ease of finding information and payment options.
• Refine your subscription model to drive growth — Uncover customer and prospect satisfaction with your subscription model and its perceived value to guide pricing strategy and retention efforts.
• Increase social media engagement with a data-driven strategy — Grow your number of followers by directing interested users to your social media page. Measure which proposition resonates best to tailor your social media content strategy.
• Provide personalized learning paths — Adapt a learning experience to the user’s level of understanding, ensuring they grasp the material before moving on.

Example branching implementation

This example illustrates setting up branching for follow-up questions about answers to an NPS survey asking users to rate their recent experience.

With a linear Scene, you can add questions after an NPS survey, but all users would see the same questions and in the same order. If a user indicates they had a negative experience and you ask them about positive interactions, that can be frustrating to the user and add to their negative impression.

Using branching, design a path to different follow-up questions according to the user’s answer:

• If they submit a negative or low score, branch them to questions focused on understanding their pain points.
• If they submit a positive or high score, branch them to questions about what they enjoyed or how you can further enhance their experience.

The branching map

You can set up branching while configuring Scene content. Select the branching icon in the left sidebar. This view is a map of the Scene that shows the path a user takes between screens. Each screen in the Scene is represented as a card:

Each card in the map displays the screen name and icons for the components that can be used for setting branching logic:

• Selected NPS survey score
• Answer to single or multiple choice question
• When a button or image configured with an action is clicked/tapped

Screens that contain a button or image configured with the Submit Responses action also have a Submit label.

For more about these, see NPS and Question in Configuring Scene content and Actions.

In addition to setting logic rules to create paths, you can and also add, duplicate, and remove screens from the map.

Configure branching

In the Content step of a Scene, select the branching icon in the left sidebar. From there, you can set branching logic to create paths between screens. You can also add, remove, and duplicate screens and open them for editing.

Branching and screen management options:

As you design, the map updates to display changes and the paths between screens:

Set branching logic

From the branching map, select a screen’s card, and then you can configure your if/then/else statement in the Logic panel.

• By default, screens do not have if conditions and are set to go to the next screen according to the current screen order, and else is set to go to “None”.
• If your Scene has only one screen, you must add another before you can set branching logic. See the options for adding screens in Configure branching.

Configuration steps:

1. Select Add rule if you are not editing an existing rule.

2. For If, select and configure which action the user must perform on the screen. You can select from the available actions on the current screen or different screen.

   To allow multiple or alternative actions for the rule, select Add condition and select and configure another action. Then, toggle the AND/OR selector to determine how to handle them:

   • ALL = the user must perform all the configured actions (boolean AND)
   • ANY = the user must perform any configured action (boolean OR)

   Configuration steps for actions:

   Action	Steps
   Button action	None. Is tapped is set by default.
   Image action	None. Is tapped is set by default.
   Single choice question	Select is or is not, and then select an answer.
   Multiple choice question	Select answer includes or answer does not include, and then select one or more answers.
   NPS survey	Select is equal to, is not equal to, is lower than, is greater than, is lower or equal to, is greater or equal to, and then select a value.

3. For Go to, select which screen should appear if the user performs the actions as configured in step 2.

4. Under In all other cases, for Go to, select which screen should appear if the user performs any other action than those specified in step 2.

   Before rules have been set, All other cases is labeled Always, and Go to is initially set according to the current screen order. Changing the screen order using this setting does not affect the order in which they appear when configuring screens. The section does not appear until you first select Add rule.

To close the Logic panel, select the X in its top right corner.

Testing branching logic

You can test your branching logic the Interactive mode Preview tool. Select the file or gear () icon in the sidebar to access the Preview tools. To test on actual devices, send the Scene to a Test GroupA preview group is audience group used for previewing personalized content in the dashboard. Wherever a personalization preview is available, you can select a preview group, and its group members’ attributes will appear for any Handlebars references to attributes. You can enable any preview group as a test group so you can send test messages to its group members. These messages appear as tests in Messages Overview.. See Audience in Create a Scene.

Reports

Message reports for Scenes includes a flow chart that displays a visual representation of the user progression between screens and metrics associated with each screen and branch. See Performance in the Reports section of About Scenes.