Overview

Journeys enable you to visually automate engagement workflows to deliver omnichannel campaigns based on tracked events or attributes. At each step of a journey, you can send your list of users to any compatible messaging destination.

Creating a Journey from a template

Under the Journeys tab locate and click the Journey builder object. Once in the object, click on the Create journey button.

Select the desired Industry and/or Lifecycle stage based on which you want to build the journey:

Industries:
- SaaS
- Retail & eCommerce
Lifecycle stage:
- Acquire
- Convert
- Retain
Connector - a channel through which the engagement with the customers is being done.

Select the desired template and you can start configuring the template to your needs or start using the Journey straight away.

Creating a Journey from scratch

Under the Journeys tab locate and click the Journey builder object. Once in the object, click on the Create journey button. Afterward, click on the Create a journey button.

You will be presented with a blank canvas. This is your Journey workspace, where you can place the journey components and connect them any way you want.

NOTE:

To add a component, simply drag and drop it from the Blocks side menu

To configure the component - click on it and from the side menu provide the necessary configuration

To delete a component, from the component configuration window click on the Delete button

To connect a component, click on the output component and drag the line to the input component

Journey components

Triggers

Triggers start it all. These are entry points or conditions that set the context of the journey, helping you narrow down the target audience. The available Triggers are:

On event
On segment
On message

On event trigger

Event-triggered journeys are based on a specific event (e.g., sign up, purchase, etc.) and it triggers a series of messages that are spread out over time (days, weeks, etc.).

Trigger configuration

Frequency

Frequency defines how often a user should be allowed to enter each Journey:

Once - users will only receive the journey the first time they perform the event
Once within a time period - users will only receive the journey once within a time period of choosing

On segment trigger

Segment-triggered journeys are based on users entering a segment with multiple conditions (events, attributes, etc.). An action is sent to the existing users in the segment once a journey is launched, and thereafter all new users entering the segment are sent a message.

Trigger configuration

Type of Segment

You can differentiate between the User or Account segment.

Segment condition

You can specify the exact state of the user whether one:

Enters the segment - the journey will be triggered if the user Enters the segment
Exists the segment - the journey will be triggered if the user Exits the segment
Already entered - Intempt will check whether the user is already in the segment. Once checked and confirmed, the journey will be triggered

Frequency

Frequency defines how often a user should be allowed to enter each Journey:

Once - users will only receive the journey the first time they perform the event
Once within a time period - users will only receive the journey once within a time period of choosing

On message trigger

The On message trigger adds users to the Journey automatically once either Email, SMS or Webhook notification has been sent.

NOTE: the trigger itself does not send notifications/messages.

Trigger configuration

Type

Select which type of message should be considered to trigger the journey:

Email
SMS
Webhook

Action transformer

Select the desired Email, SMS, or Webhook from the list that should trigger the journey.

NOTE: you can select action transformers from other journeys. Other journey action transformers are visible in the dropdown under each Journey name.

Callback

Select what has been done with the Email, SMS, or Webhook, whether the notification has been opened, sent, failed to deliver, etc.

Frequency

Frequency defines how often a user should be allowed to enter each Journey:

Once - users will only receive the journey the first time they perform the event
Once within a time period - users will only receive the journey once within a time period of choosing

Actions

Actions enable you to engage users at various points in their journey, update/request detail, update attributes, and send notifications via Email, SMS, Slack, etc.

Send email action

The action component will allow you to select an Email template and send it to all users who have triggered the journey.

NOTE: SendGrid destination should have been configured prior to configuring the component.

Action configuration

From name

The name of the email sender.

Subject field

The subject of the email.

From email address

Email address of the sender.

Template

Email template.

NOTE: the Email template should have been created prior to configuring the action component.

Email field

Select the attribute containing the email address information.

Consent category

Consent will allow you to control who will receive the email. For example, if you have collected GDPR consent for Marketing purposes consents, you can send emails to users who have given an agreement to the purpose.

Send SMS action

The action component will allow you to send an SMS message to all users who have to trigger the journey.

NOTE: Twilio destination should have been configured prior to configuring the component.

Action configuration

Message

Enter your SMS message.

Phone number field

Select the attribute containing the phone number information.

Consent category

Send ticket action

This action component will allow you to send a ticket to your destination service desk.

NOTE: Freshdesk destination should have been configured prior to configuring the component.

Action configuration

Priority

Select your ticket priority (High; Medium; Low)

Status

Select the status of the ticket, whether it should be Open or Closed.

Subject field

The ticket topic was sent to the Freshdesk destination.

Description

Enter your message that will be sent to the selected service desk.

Consent category

Update contact list action

This action will allow you to add/remove users to your email destination contact list.

NOTE: SendGrid destination should have been configured prior to configuring the component.

Action configuration

Action type

Select if you want to add or remove users from the contact list.

List

Choose the desired contact list to be updated. The contact list is linked with your SendGrid destination.

Email field

Select the attribute containing the email address information.

Consent category

Send Webhook action

The action component allows you to call your own API when a contact reaches a certain point in a journey.

NOTE: Webhook destination should have been configured prior to configuring the component.

NOTE: the configuration of the action component is based on the Webhook destination. You can update it either from the Destinations object or the journey builder.

Send Slack notification action

The action component allows you to send Slack notifications directly to Slack channels or individual users.

NOTE: Slack destination should have been configured prior to configuring the component.

Action configuration

User or channel

Based on the selection from the switch, in the dropdown, you will be to select the desired User(s) or Channel(s) to send the notification.

Message to send

Input your message which will be sent via Slack.

Update attribute action

The action component enables you to update the value of an existing Attribute for a user/account in the Journey and create a new attribute in your database.

Action configuration

Attribute

From the first dropdown select the desired attribute to be updated.

NOTE: a predictive attribute cannot be selected.

Adjustment type

Select how you would like to update your attribute:

Static - set a new value for the selected attribute
Liquid - you can use Liquid syntax to manipulate the value of the attribute (by adding, subtracting, etc.)

Value

Input the value for the selected attribute to be updated.

Sample data

From the Sample data section you can search and pick the necessary User or Account attributes and use them for the Action component.

Conditions

Conditions function as a gate - it will stream customers who match the specified condition through the match output connector and customers who don't match through the don't match output connector.

Performed an event condition

The component checks whether a specified event has been performed or not by the user in the journey.

Is in segment condition

The component checks whether a user is in or out of the specified segment.

Has attribute condition

The component checks whether a user within a journey has a specified attribute with a specified value. The available values are:

Equals
Does not equal
Less than
More than

Message activity condition

The component checks whether an Email, SMS, or Webhook notification meets the specified criteria (for example, whether it has been sent, opened, etc.).

Controls

Controlslet you control the Journey experience by spacing out communication over a desirable period to avoid coming across as being pushy.

Delay control

Use delays in triggers of a journey to send actions (like emails) to a user after a certain amount of time has passed. Additionally, you can specify the time window when the Journey should continue.

Wait until control

With this component, you can pause the journey for specific users until those users:

Enter or exit the segment
Will do a certain event
Will have a specific attribute

However, you should also specify the maximum wait time for a user in the journey component. Otherwise, the user will be stuck there for a long time.