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Adding Journey Steps

MarketingAdmin

Learn about each step type and when to use them.

Send Step​

Sends a message to the customer.

Channels​

ChannelBest for
EmailDetailed content, links, images
SMSUrgent, short messages
PushApp users, time-sensitive
WhatsAppConversational, rich media

Configuration​

  1. Select channel
  2. Choose template or create new
  3. Personalize content
  4. Preview before saving

Use personalization tokens like {{firstName}} to make messages feel personal.

Wait Step​

Pauses the journey for a specified time.

Duration options​

OptionExample use
Hours"Wait 2 hours before follow-up"
Days"Wait 3 days between emails"
Weeks"Wait 1 week before next touchpoint"

Best practices​

  • Don't wait too long between messages
  • Consider your customer's timezone
  • Shorter waits for urgent journeys

Condition Step​

Creates branches based on customer data.

How it works​

  1. Define a condition (e.g., "Membership Tier = Platinum")
  2. Creates two paths: Yes and No
  3. Customers go down the matching path

Common conditions​

ConditionUse case
Is Platinum memberVIP treatment
Engagement score > 70High engagement path
Has made purchaseThank vs. encourage
Opened previous emailFollow-up content

Split Step​

A/B tests different content or paths.

Setting up a split​

  1. Add a Split step
  2. Define variants (A, B, C, etc.)
  3. Set percentage split (e.g., 50/50)
  4. Build different paths for each variant

Measuring results​

After the split runs:

  • View performance per variant
  • Statistical significance calculated
  • Winner can be deployed

See A/B Testing for details.

Update Step​

Modifies customer data during the journey.

Use cases​

  • Add a tag when they enter
  • Update a custom field
  • Track journey progress

Be careful with Update steps - they permanently change customer data.

Connecting steps​

Sequential flow​

Steps connect top to bottom automatically.

Branching​

Condition steps create diverging paths.

Merging​

Multiple paths can lead to the same step.

Step limits​

  • Maximum 50 steps per journey
  • Maximum 5 levels of conditions
  • At least one Send step required

Next steps​