Adding or modifying a customer journey Mail Merge step

You can add or modify a customer journey mail merge step in a stage. A mail merge step in a customer journey enables a user to compose and send a pre configured mail merge file or email.

To add or modify a customer journey mail merge step:

  1. Select Customer Journey on the Navigation Bar, Administration > Customer Journey. The Customer Journey list view is displayed. See Using the Customer Journeys list view.
  2. Click the customer journey in the list or use the Lookup to locate the customer journey. The selected customer journey detail view is displayed. See Using lookup.
  3. Click the Add Step on the tab toolbar to create a new step.
    Note: You can also click the step name link of the step to modify.
  4. Click the step name link of the step to modify.
  5. Specify this information:
    Step Name
    The name of the step.
    Description
    A brief description of the step.
    Order
    The numeric order value of the step within the customer journey. Determines the order in which steps must be completed.
    Required
    Select to indicate the step is required and therefore must be completed before proceeding to the next step.
    Action
    Click the arrow and select Mail Merge from the list.
  6. Click the Mail Merge Options tab.
  7. Click Configure Mail Merge.
  8. Click the Merge Options tab to select the output type and set merge options. See Using Mail Merge in the web client.
  9. Click the History Options tab to set history options. See Setting history options for Mail Merge.
  10. Click the Follow-Up Activity Options tab to schedule a follow-up activity after the merge. See Setting Follow-Up activity options for Mail Merge.
  11. Click OK to save the step and close the window.
    Note: You can also click Save and New to save the record and clear the check box so you can create a new customer journey step.