How can I create a Journey that sends a push notification, with a fallback to an in-app message for users who have pushes disabled?

You can create a messaging flow that targets users based on their push notification status by using a combination of a Filter and a Reachable by Push splitter in Customer Journeys.

This setup ensures that you correctly message users who have the app installed and also properly handle user profiles that may exist in your system but do not have a registered device (e.g., users imported from an external source who have not yet installed your app).

Recommended Journey Flow

Here is the most effective way to structure your Journey:

1. Start with a "Filter" Element: Immediately after the Journey's entry point, add a Filter element to check if the user has a registered device.

   • Condition: Use the HWID (Hardware ID) attribute to check if a device exists for the user.
   • "No" Branch: If the user has no HWID, they do not have the app installed or have never opened it. You can have them exit the Journey from this branch.
   • "Yes" Branch: If the user has an HWID, they have a registered device. Proceed to the next step.

2. Add a "Reachable by Push" Splitter: For users who have a device, add a Reachable by Push splitter.

   • This splitter checks if the device has a valid, active push token, meaning the user has opted in to receive push notifications.
   • "Yes" Branch: The user is reachable. Add a Push Notification element to this branch to send them a push.
   • "No" Branch: The user is not reachable by push (e.g., they have disabled notifications). Add an In-App Message element to this branch to send them an in-app message as a fallback.

Example Journey Structure:

• Entry Point
  • Filter: Device Exists? (HWID is present)
    • No → Exit Journey
    • Yes → Splitter: Reachable by Push?
      • Yes → Send Push Notification
      • No → Send In-App Message

By using this structure, you ensure that only users with an installed app enter the main messaging flow, and they are correctly routed to either a push notification or an in-app message based on their settings. This also provides cleaner and more accurate statistics for your campaigns.