Touchpoint Conditions FAQ

Frequently asked questions about Conditions

Steph Stevens avatar
Written by Steph Stevens
Updated over a week ago

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Q: What are Touchpoint conditions and how do I use them?

A: Touchpoint conditions are rules which determine who your touchpoint should be sent to.
A touchpoint can be a 'Catch all' and have no conditions or you can set a rule about who the touchpoint can be sent to. 

In the example below, MEC-B1 and MEC- B2 are 'catch-all' and MEC-B3 is only sent to students who select 2020 as their year of entry.

Q: How are Touchpoint conditions different to Workflow conditions?

A: Workflow conditions controls who goes on to your workflow in the first place. Your touchpoint condition applies to a single touchpoint and determines which students who are on the workflow will receive that touchpoint.

Q: Which fields can Touchpoint conditions use?

A: Touchpoints conditions can use different fields depending on the app and the values that you are collecting on your forms. For instance, in the Mobile Event Capture app, you can use a Level of Study filter if you are capturing that value on your forms.
In Event Manager, you could use the Date or Name of your event. 

To help you select the correct conditions, all fields start with the app they come from. For example, in Rapid Response you might see Student Database (SDB) fields, and Rapid Response (RAP) fields:

Customer Support are very happy to help guide you on the best field to use in your condition.

Q: What operators can I use?

A: Touchpoint conditions can use a number of 'operators' (types of rules) to help you build your condition. They are:

  • 'equals' - Use to include values in text, date or numeric fields.

  • 'does not equal' - Use to exclude values in text, dates or numeric fields

  • 'greater than/after' - Use with date or numeric fields

  • 'less than/before' - Use with date or numeric fields

  • 'one of (comma separated list)' - Use to include one of a list of multiple text or numeric values

  • 'not one of (comma separated list)' - Use to exclude one of a list of multiple text or numeric values

  • 'contains (tags only)' - Use on 'Tags' field to include a single course tag

  • 'does not contain (tags only)' - Use on 'Tags' field to exclude a single course tag

  • 'is empty' - Use on any field type

Q. When I use a comma separated operator, should I be removing the spaces after the commas?

A. Only if you want to. When the touchpoint conditions are processed by the platform, it takes any spaces out automatically, making condition1, condition2 become condition1,condition2. So you can leave them in if you want to for grammar or neatness' sake.

Q: Should I be formatting my dates in a specific way?

A: Yes. When using the Event Date condition your dates must be formatted as: YYYY-MM-DD. For example, if you want to use 20th September 2018 as your conditional date, the format within CRM would be 2018-09-20.

Q: How do Touchpoint conditions work in conjunction with conditional text?

A: You can use a Touchpoint condition and conditional text together to achieve a personalised communication. 

For example, set your Open Days touchpoint to only send to Undergraduates using a Level of Study condition. Then include a Faculty welcome message as conditional text which merges in for each Faculty.

Q: Are there any best practices I should be following?

A:There are 'tried and tested' conditions which are often used in each app. Ask our Customer Support team for advice and we can point you in the right direction. If you can't see the field you need to use, ask us and we will advise if it can be added.

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