For example, use the condition node to check if customers who have purchased something from your shop in the last 2 weeks. Then: If no → send them a special offer to entice them to If yes → ask for feedback on their experience or considering up/cross-selling

ALL vs. ANY conditions

In charles there are two ways that you can connect single conditions within the Condition Builder:

ALL: a customer must meet all conditions to be included in this flow path
ANY: a customer must meet 1 condition to be included in this flow path

Want more details? Click below ⬇️ to deep dive into an example and see how ALL vs. ANY change the outcome.

Example

ALL is more exclusive. When using an ALL joiner, somebody must meet all the conditions in order to be included. For example, if you create a segment of people who have a certain tag and have placed an order, this will only include people who fulfilled both criteria.

ANY on the other hand is more inclusive. This means that somebody only has to meet one of the conditions in order to be included. Using the same example, let’s say that we build a segment of people that have a specific tag or have placed an order. In this case, somebody only needs to have placed an order or have the tag, not both.

While this will include everyone who is in our ALL segment, it will also include people who have the tag but have never placed an order and vice versa.

For this reason, segments with ANY conditions would be larger than segments with ALL conditions.

When using the ALL and ANY joiners, we must pay attention when we have a negative condition. The goal then is to check if none of the elements satisfy a certain condition. When using the OR connector in a negative condition, it is better to use the ALL joiner instead of ANY. This is because ALL checks if all elements satisfy a condition, while ANY checks if at least one element satisfies a condition.

For example, we want to display all the clients that don’t live in Canada or US. Naturally, we should use the ALL joiner to check that a client is neither living in Canada nor in US. First it will check if a client is not in Canada and then not in US; only if the client is in neither, it shall be displayed.

If you are not sure which to use when building a condition, think about the number of people who meet the conditions. If you use ANY when you should instead use ALL, this number will likely be much larger than what you expect.

Rules

Events that have happened

Events form the foundation of personalized messaging flows. They can include actions such as filtering if someone placed an order, triggered a flow or clicked a campaign link. By using events, you can create an engaging experience, making it more relevant for the end user.

Rule	Filters	Description	Example/s	Source
Person has placed an order	Where; - Items contains x - Discounts contains x - total order value is greater/less than x	Check the contents or value of their last order and funnel customers into different flow paths.	- If a customer has placed an order more than 2 times in 30 days - If customer has brought a product that contains “makeup” - If a specific discount was used - What the total order value is	Shop system
Clicked a campaign link	Where; - Campaign name is [completed campaigns]	Filter the flow based on whether a customer has engaged with a certain campaign.	-If a customer has clicked a campaign link at least once in the last 30 days - If a customer engaged with last year’s Black Friday campaign	charles
Triggered a flow	Where; - Flow name is [available flows]	Check if a customer has triggered a certain flow before funnelling them into different flow paths.	- If a customer has triggered a flow more than 2 times in the last 1 hour - If a customer triggered the product finding flow	charles
Received a message	Where - Sender is [Staff/Flow/AI agent/Campaign]	Check if a customer has received a message from a certain sender before funnelling them into different flow paths.	-If a customer has received a message at least once in the last 30 days - If a customer has received a message at least once over all time from the Welcome Flow.	charles

Properties about a customer

Tags are labels or identifiers that can be assigned, through the Manage tag node, to users based on specific attributes or answers they have given. You can use tags segmentation to enable targeted messaging based on their unique attributes. To learn how to add Tags using Journeys, click here Storing responses of your customers

Rule	Description	Example/s	Source
Tags	Filter the flow based on tags from a customer’s actions or previous responses	- If a customer is shopping for women’s clothing vs men’s	charles
Birthday	Check if a customer’s birthday is empty or not	-If a customer has a birthday in their profile or not	charles
Email	Check if a customer’s email address is empty or not	-If a customer has an email address in their profile or not	charles
Custom properties	Filter the flow based on custom properties from previously saved responses	- If a customer is shopping for women’s clothing vs men’s	charles
Has open service desk ticket	Check if a customer still has a service desk ticket open before continue a flow	- If a customer has an open service desk ticket	Service desk ticket tools

Opt-in status

Make sure you stay GDPR compliant with an opt-in status check. If already opted in, funnel the customer to start the flow. If not, get them to opt-in first.

Rule	Description	Example/s	Source
Person’s opt-ins include	Filter the flow based on specific opt-ins.	- If a customer opted in for a specific event or VIP sale	charles
Has at least one opt-in	Contacts having at least one opt-in.	❗️We recommend always checking if a customer has at least 1 opt-in to be GDPR compliant.	charles
Last activity was an opt-in	The customer’s last subscription activity was an opt-in.	❗️Be even more GDPR compliant and check that the customer’s last activity was to opt-in to receive communication from you.	charles
Last activity was an opt-out	The customer’s last subscription activity was an opt-out.	❗️Be always GDPR compliant and check if the customer’s last activity was to opt-out in order not to send any messages.	charles
Person has no opt-out	As a customer can have multiple opt-ins, this helps to segment based on who hasn’t opted out of them.	- If a customer hasn’t opt-ed out	charles

To be super GDPR compliant, the best combination is: Last activity was an opt-in + person has no opt-out

Flow variables - charles

Rule	Description	Source
Preferred name	Contact’s preferred name	charles
First name	Contact’s first name	charles
Last name	Contact’s last name	charles
Name	Contact’s full name	charles
Nickname	Contact’s nickname	charles
Contact’s channel ID	Contact’s channel ID	charles
Person ID	Contact’s person ID	charles
Contact's email	Contact’s email	charles
Contact's phone number	Contact’s phone number	charles
Last updated	Contact’s last update timestamp	charles
Date of birth	Contact’s date of birth	charles
Last updated subscription name	Name of the last updated subscription	charles
Last updated subscription status	Status of the last updated subscription	charles
Last updated subscription timestamp	Timestamp of the last updated subscription	charles
First subscribed date	The 1st time the user has ever subscribed	charles
Last unsubscribed date	The last time the user has ever unsubscribed	charles
Trigger message text	The text content of the message that triggered a flow	charles

Flow variables - shop systems, webhooks & Klaviyo

To use the flow variable rules, the condition node needs to be connected to a shop system or Incoming webhook trigger or the outgoing webhook node. This way, the available variables can be fetched and used within the condition node.

Shopify Flow Variables based on an event (Order Confirmed, Parcel Sent, Tracking URL Changed, Abandoned Cart):

Rule	Description	Source
Custom ID	Order's custom ID	Shopify
Order name	Name of an order	Shopify
Order summary	Short textual summary of an order	Shopify
Total gross	Order total gross value	Shopify
Total net	Order total net value	Shopify
Total tax	Total amount of taxes paid	Shopify
Currency	Currency used for an order	Shopify
Provider	A provider handling the fulfilment	Shopify
Tracking URL	URL used for tracking a package	Shopify
Custom tracking ID	A custom ID used for tracking	Shopify
Custom ID	Custom ID of an abandoned cart	Shopify
Name	Name of an abandoned cart	Shopify
Summary	Summary of an abandoned cart	Shopify
Amount_total_gross	Total gross value of an abandoned cart	Shopify
Amount_total_net	Total net value of an abandoned cart	Shopify
Amount_total_tax	Total amount of taxes paid in an abandoned cart	Shopify
Discount_amount_total	Total amount of a discount in an abandoned cart	Shopify
Currency	Currency used for an order in an abandoned cart	Shopify
Abandoned_cart_URL	URL of an abandoned cart	Shopify

Klaviyo Flow Variables based on the payload:

You can pass variables from Klaviyo to charles by including them in the webhook payload.
Here is an example of Klaviyo webhook payload for a Back-in-Stock event:

{   
"id": "{{ person.id|default:'' }}",   
"email": "{{ person.email|default:'' }}",   
"event": "{{ event|default:'' }}",   
"person": "{{ person|default:'' }}",   
"ProductId": "{{ event.ProductID|default:'' }}",   
"VariantId": "{{ event.VariantId|default:'' }}",  
"ProductName": "{{ event.ProductName|default:'' }}",   
"phone_number": "{{ person.phone_number|default:'' }}",   "external_reference_id": "{{person.KlaviyoID}}" 
}

Rule	Description	Source
Email	Contact’s email	Klaviyo
First_Name	Contact’s first name	Klaviyo
Event	Name of an event	Klaviyo
Product ID	ID of a product	Klaviyo
Variant ID	ID of a product variant	Klaviyo
Product name	Name of a product	Klaviyo

Mix and match rules

Now that you have a glimpse of all possibilities to customize your content based on your customers’ actions, you can build rules as specific as you want.

Grouping

Rule groups are powerful when you want to combine ANY and ALL joiners in the same condition. For example, Someone who has the tags A OR B, AND has the tags C OR D, would be in the shaded segment below.

ANY

To recreate this kind of segment in Journeys, first create the following rule:

All conditions must be met
Person’s tag(s) include tag A
Person’s tag(s) include tag B

Next, add another condition.

This time, create the same rule you did before, just with tags C and D. To combine these two rules with the ANY joiner, simply connect both outgoing ports to the same node, for example, a message: