Building a Story

Drag & drop Story blocks to map out contact flows and use cases on the canvas.
Log-in to your CrossEngage account and navigate to Stories. Click on the Create new Story button in the top right corner.

Story Setup

First, give your Story a name. You also have the option to add a description and Labels to your Story.

Story Time Span

You will need to enter a start date and decide if you would like your Story to run indefinitely or end on a specific date.


You can configure Cappings and Exclusion Rules in the Story setup. You can edit the following settings:
  • Re-entering Story: When this option is enabled, users will enter this Story every time it starts as long as the defined conditions are met.
  • Simultaneous Stories: If checked, users can enter other Stories while being in the current Story.
Next click on Apply.

Story Canvas

The story canvas shows the two base blocks integral to every Story: The 'Journey Start' block and the 'Segment' block.
To edit any block click on it, the details of the selected block will appear on a card at the bottom of your screen. In the top right corner of the card, you will see an 'Edit' icon, you can click here to modify the block.
You can start a Story either on “an event” or “on Time”. Once you have configured the initial ‘Story Start’ and ‘Segment’ blocks you can add new blocks by dragging any of the available blocks from the panel on the left onto the canvas. Connect it to other blocks by clicking and holding any of the connection markers and dragging a line to another connector

Story Blocks

Journey Start

The Journey Start defines either the recurrence rate or the event with which customers should enter a Story. (Customers can only enter a Story when they are segmented to enter it.)

Journey Blocks

The Segment block defines a set of conditions that your target group should pass in order to proceed through the journey. (This acts similarly to the segmentation setup currently done in regular audience campaigns.)
The Wait block allows you to schedule your messages. Wait blocks represent a time gap between other blocks and can either be used to wait for a specified time (e.g. wait for 2 hours) or wait until a specified time (e.g. wait until next Monday, 12:00).
The Condition block allows you to split your audience into two groups: Users matching the conditions you define in this block and those who don’t match the conditions.
The Real-time Trigger block enables you to split your audience into two groups based on their behavior: Users who performed a particular action and those who did not.
In this block, you can define the action a user needs to perform and the maximum timeframe in which the user must perform this action to proceed.
This block can be added after the Journey Start and Segment blocks, enabling you to add event-related triggers to your stories.
You can relate to the properties of an event you choose to start your story with or other real-time triggers or the events from the message blocks.
The AB Testing block enables you to experiment and optimize your marketing strategy.
Once you drag and drop the AB test block on the canvas, you can see a setup block and a result block.
AB Test Setup block: The setup block is where you can choose the number of variations and distribution per variation. Each variation represents a path your audience can take. You can add up to 5 variations and each variation can be set up similar to any other story path. You can add wait blocks, segment blocks, and message blocks to the variations.
AB Test Result block: The KPIs per message is displayed in the AB result block and you can choose the winner variation in the result block by clicking on the Trophy icon next to the variation.
Message Blocks
You will only be able to see the message block types for the integrations that have been configured.
You can currently create message blocks for the following channels inside your Stories:
  • Email
  • Onsite Display
  • Push Notifications
  • Segment Transfer
  • SMS
  • Webhook
(The Integrations → Channels section of our documentation provides information on how to configure your integrations and provides instructions for creating messages using the respective integration.)

Exiting a Story

A user will exit the journey defined in your Story when:
  • they reach the end of a branch, i.e. there are no more blocks
  • they are excluded by any block (e.g. through a Segment or Condition)
  • Any error occurs when a message for a user is processed
  • The Story is disabled
  • The branch a user is currently on is deleted or re-connected
A user will re-enter the Story at the next defined start unless the respective option has been disabled.