Understanding Behaviour Rules

Behaviour Rules determine what happens after a customer interacts with an experience - or chooses to close it without taking action. These rules are part of the Rules step in the Experience Builder and sit in their own tab next to Schedule, Display, and Audience Rules.

These rules help control whether and when to show an experience again - based on what a customer did with the previous instance.

Key Behaviour Rule Options

Closed but not converted

Use this rule to define what should happen if the customer closes the experience without converting (e.g. closes the overlay or dismisses the message without copying the code or clicking a CTA).

You can decide to:

• Show again after a specified time delay

• Do not show again

This allows you to re-surface the experience after a pause, or avoid showing it again altogether.

If user has converted

Use this rule to define what should happen after a customer converts - for example, after copying a code, completing a form, or clicking a tracked button.

You can again choose to:

• Show again after a set period

• Do not show again

Setting timeframes

If you're using "Show again after", you can define a delay before the experience appears again. The supported units are:

• Seconds

• Minutes

• Hours

• Days

Additional Notes

• These rules work on page load and next-page visits, so even if the customer navigates away, the rule will still be respected.

• Behaviour rules are essential to avoid over-showing or under-showing experiences. They're especially useful for:

  • Ensuring returning customers aren’t constantly re-targeted with the same message

  • Managing the lifecycle of time-sensitive or urgency-based promotions