Engagement is how UMAP360 turns customer behaviour into timely, personalised messages — recovering abandoned carts, winning back inactive customers, and nudging conversions across Email, SMS, and WhatsApp. You set up the rules once, and UMAP360 watches for the right moments and sends the right message automatically.
What engagement does
At its heart, engagement watches for things your customers do — like leaving a cart behind or going quiet for a while — and responds with a message you've designed in advance. Each piece has a clear job:
- Triggers — the behaviour that starts a campaign, such as an abandoned cart, an abandoned browse, a win-back moment, a price drop, or a failed payment. You can also trigger on a custom event of your own.
- Templates — reusable message formats, one per channel, with placeholders that fill in real customer details at send time.
- Campaigns — the package that ties a trigger, a template, an audience, and a channel together into a working automation.
- Flows — optional multi-step sequences that add delays, branches, and follow-ups so one moment can unfold into a whole journey.
- Recovery analytics — the revenue and engagement you earn back, measured per campaign and per channel.
Where to start
Cart abandonment is usually the highest-value place to begin. Set up one cart-recovery campaign, watch how it performs, then expand from there.
Channels you can send on
UMAP360 delivers on three live channels today, each suited to different moments:
| Channel | Best for | Notes |
|---|---|---|
| Rich messages with images and links | Tracks opens and clicks | |
| SMS | Short, urgent nudges | Keep messages concise; long messages send as multiple segments |
| High-engagement conversational follow-ups | Uses approved WhatsApp Business templates |
RCS is coming soon
RCS messaging is on the way as a future channel. For now, your live options are Email, SMS, and WhatsApp.
Campaigns and triggers
A campaign is where you decide what to send, when, and to whom. You pick a trigger event, choose an audience (everyone or a specific segment), select a message template, and set the channel. Saving moves a campaign from Draft to Active — and activating is what switches the trigger on. Pausing a campaign stops it; resuming starts it again.
Every campaign reports its own results inline, so you can see at a glance what's working. See Campaigns and recovery analytics for the full picture.
Templates and personalisation
Templates let you write a message once and reuse it. Placeholders like a customer's name, an order reference, or a cart value are filled in with real data when the message goes out. If a piece of data is missing, the placeholder is left as-is rather than sending something broken silently — so it's worth previewing before you launch. Learn more in Message templates.
Multi-step flows
When a single message isn't enough, the visual Flow Builder lets you design a journey on a drag-and-drop canvas. You can add waits, branch on what a customer did or didn't do, run A/B splits, tag profiles, and chain follow-ups across channels — for example: trigger, wait 30 minutes, send an email, wait a day, then send a WhatsApp follow-up if they didn't open. Flows are versioned each time you save, so a running journey is never edited out from under your customers. See Building flows.
Measuring what you recover
The top of the Engagement page shows your recovery results: total revenue recovered, messages sent, and your recovery rate, with a channel-by-channel breakdown. A date-range picker (7, 15, 30, or 90 days, or a custom window) scopes these numbers, and each one is compared against the previous period of equal length so you can tell whether things are improving.
| Metric | What it tells you |
|---|---|
| Total Recovered | Revenue earned back from engagement-driven conversions |
| Messages Sent | How many messages went out in the window |
| Recovery Rate | Share of triggered customers who went on to convert |
Keep an eye on over-messaging
Use delays and conditions to avoid sending too often — for example, only trigger above a minimum cart value. Review your recovery rate weekly and adjust anything that's underperforming.
Audiences
Engagement includes an Audiences tab where you can build and reuse customer segments without leaving the page, combining conditions with ALL (and) or ANY (or) logic. Saved audiences become selectable targets when you set up a campaign. See Audiences and segments for the full reference.
Next steps
- Message templates — write reusable, personalised messages
- Building flows — design multi-step journeys
- Channels — set up Email, SMS, and WhatsApp
- Campaigns and recovery analytics — launch campaigns and measure results
- Audiences and segments — target the right customers
Last updated 2026-06-11