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Journey Builder Basics

MarketingAdmin

The Journey Builder is a visual tool for creating automated customer experiences.

Opening the builder​

  1. Click Journeys in the sidebar
  2. Click Create Journey
  3. The Journey Builder opens

Building your first journey​

1

Name your journey

Give your journey a clear, descriptive name:

  • Good: "New Member Welcome Series"
  • Avoid: "Journey 1"

Add a description explaining the journey's purpose.

2

Configure the trigger

Choose what starts the journey:

  • Segment Entry - When customers join a segment
  • Event Triggered - When something happens
  • Manual - You'll manually enroll customers

For beginners, start with Segment Entry.

3

Add your first step

Click Add Step on the canvas.

Choose a step type:

  • Send - Send a message
  • Wait - Pause before next step

For a welcome journey, start with a Send step.

4

Configure the step

Click the step to configure it.

For a Send step:

  • Choose channel (Email, SMS, Push)
  • Select or create template
  • Preview the message
5

Add more steps

Build out your journey by adding more steps:

  1. Add a Wait step (e.g., 3 days)
  2. Add another Send step
  3. Repeat as needed
6

Save and activate

  1. Click Save to save your draft
  2. Review all steps
  3. Click Activate when ready

The canvas​

The canvas is where you visually build your journey.

  • Drag to pan around
  • Scroll to zoom in/out
  • Click steps to select and configure

Adding connections​

  • Steps automatically connect in sequence
  • Condition steps create branches
  • Split steps create parallel paths

Step types​

Send Step​

Sends a communication to the customer.

  • Choose channel: Email, SMS, Push, WhatsApp
  • Select template or create content
  • Personalize with customer data

Wait Step​

Pauses before the next step.

  • Set duration: hours, days, or weeks
  • Consider optimal timing for your audience

Condition Step​

Branches based on customer data.

  • Creates "Yes" and "No" paths
  • Example: "Is Platinum member?"

Split Step​

A/B tests different paths.

  • Creates multiple variants
  • Measures which performs better

Update Step​

Modifies customer data.

  • Update custom fields
  • Change tags or attributes

Start simple with Send and Wait steps. Add Conditions and Splits once you're comfortable.

Journey settings​

Re-entry rules​

  • Allow re-entry - Customers can go through again
  • Wait period - Minimum time between entries
  • Once only - Customers can only enter once ever

Timezone​

Set the timezone for time-based logic.

Saving and testing​

Save often​

Click Save regularly. Drafts are not automatically saved.

Test before activating​

  1. Add yourself to the trigger segment
  2. Watch for test messages
  3. Verify timing and content

Next steps​