Create and manage lifecycle stages and activity types

Learn how to create a lifecycle stage and an activity type in MXO and how to perform actions on a specific lifecycle stage or activity type such as editing or deleting it, or customizing their order.

Create a lifecycle stage

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Click + Create.

  3. Enter a name for the new stage.

  4. Select a timeframe for the new stage. This defines the amount of time a customer can stay on a given stage before they are considered to have dropped off the customer lifecycle.

  5. Click Add Stage to finish the creation process.

Edit a lifecycle stage

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Find the desired lifecycle stage in the list and click edit icon Edit.

  3. Edit the lifecycle stage as required.

  4. Click Save to finish the editing process.

Delete a lifecycle stage

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Find the desired lifecycle stage and click delete icon Delete.

  3. Click Delete to complete the deletion process.

Note: You cannot delete a lifecycle stage that is currently in use. You must remove any dependencies associated with the lifecycle stage first.

Create an activity type for a specific lifecycle stage

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Click add icon Add to the right of the lifecycle stage where you want to create the new activity type.

  3. Enter a name for the activity type that you want to create.

  4. Optionally, provide a unique activity type code for your new activity type.

    Important: You must provide an activity type code if you want to use the customer event APIs to track customer activity that occurs outside of MXO.

  5. Click Save to finish the creation process.

Create an uncategorized activity type

You may have certain activity types that you do not want to associate with a specific lifecycle stage because customers can undertake those activities at any point in the journey. For example, Browse or Contact Us activities. For this reason, MXO allows you to create uncategorized activity types.

Note: Activity types not assigned to a lifecycle stage do not appear in journey visualizations.

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Click add icon Add to the right of the Uncategorized Activity Types category at the top of the list.

  3. Enter a name for the activity type that you want to create.

  4. Optionally, provide a unique activity type code for your new activity type.

    Important: You must provide an activity type code if you want to use the customer event APIs to track customer activity that occurs outside of MXO.

  5. Click Save to finish the creation process.

Edit an activity type

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Find the desired activity type in the list and click edit icon Edit.

  3. Edit the activity type as required.

  4. Click Save to finish the editing process.

Delete an activity type

  1. In MXO, go to Configure > Lifecycle Stages & Activity Types.

  2. Find the desired activity type in the list and click delete icon Delete.

  3. Click Delete to complete the deletion process.

Customize the order of lifecycle stages and activity types

After creating your lifecycle stages and activity types you may want to customize the order in which they are displayed in the Journey View to better reflect how customers actually undertake activities on their journey.

Note: Any customizations you make here are applied globally to the Journey View for all engagement queries. You can customize the order of lifecycle stages and activity types for an individual query when viewing the journey visualization for that query in dynamic audiences.

You can:

  • change the order of lifecycle stages,
  • change the order of activity types within a lifecycle stage, and
  • move activity types between different lifecycle stages.

To do this, simply drag and drop your lifecycle stages and activity types into the order you require.

Example - Before

Activity types custom order before

Example - After

Activity types custom order after