Boost engagement and retention with Cleeng's Engagement Layer—deliver personalized messaging, guided experiences, and seamless one-click actions.
Overview
This guide will walk you through the process of setting up the Engagement Layer, from obtaining account details to configuring personalized prompts and A/B testing different engagement strategies.
Get the Account Details
Reach out to your Account Manager to schedule a demo call. If you have already done so, wait for the Account Manager to provide your account details.
Coming soon: Automated integration through Cleeng Integration Hub.
Schedule the User Export
In the Cleeng Dashboard, schedule the Segment or Data Export to the AWS S3 Bucket provided by your Account Manager.
Create a Personalized Prompt or Multi-Step Guide
Prompts are customizable messages displayed to users at key moments, encouraging actions such as upgrading subscriptions, engaging with content, or redeeming discounts. You can select them from a library of prompts for retention, engagement, or upsell, or design a custom prompt tailored to your branding. Use CSS to adjust the design to match your brand identity.
The solution is fully supported on desktop, mobile web, iOS, Android, Apple TV, Roku, Fire TV, and Samsung TV.
Example: A streaming service wants to reduce churn among users who have not engaged with content for a while. A personalized popup with a prompt appears when they log in, suggesting a curated list of trending shows. The CTA button says "Watch Now", leading them directly to the recommended content.
Implement Guides (Optional)
Guides are a collection of sequential prompts that create structured user journeys across different screens or devices. Each guide consists of multiple prompts that trigger based on user behavior, helping to onboard users, gather feedback, or promote offers.
Onboarding Example: A new subscriber logs in for the first time and is guided through a step-by-step introduction, including setting up preferences, exploring content categories, and understanding key features.
Survey Example: After a user cancels their subscription, a guide walks them through a short survey asking for feedback and offering retention incentives based on their responses.
Perform A/B Tests (Optional)
Experiments allow you to test variations of a prompt to identify the most effective approach. Multiple variations can be defined, but only one experiment per prompt can run at a time. Over time, multiple experiments can be conducted on a single prompt.
One-Click Actions Supported
Cleeng’s Engagement Layer integrates with Cleeng 3.1 Core APIs to automate user interactions, allowing users to complete important tasks with a single click.
The following one-click actions provide instant solutions to common subscription management scenarios:
- Subscription Upgrade – Allows users to upgrade their plan with a single click, instantly applying the change without manual intervention.
- Subscription Downgrade – Offers users a downgrade option instead of cancellation, providing a lower-cost alternative to retain them.
- Coupon Application – Instantly applies a promotional discount when users accept an incentive. Requires prior setup of a coupon campaign in Cleeng.
- Extend Access Period / Update Expiry Date – Extends a user’s subscription by offering a free month or modifying their renewal date to encourage retention.
- Free Trial Extension – Extends the free trial period, giving users additional time to explore the platform before making a commitment.
Example: A high-value customer receives a 20% discount coupon for their next transaction. A prompt appears with a CTA “Apply Coupon”, and upon clicking, the discount is instantly applied to their next billing cycle.
If you wish to use one-click actions, define the upgrade/downgrade paths, coupon campaigns, or extension rules within the Engagement Layer Settings.
Learn More
See the article on Engagement Layer for more details.