Journeys

Automate Your Message Sequences

Our easy-to-use visual builder empowers you to craft personalized messaging journeys, all with no code.

Create Journeys for every situation:

  • Onboarding sequences to guide your users to success
  • Re-engagement campaigns to get your users back
  • Abandoned cart workflows to drive sales and revenue
  • Promo, upsells, post-action followups, and more

Requirements

Journeys are currently available to customers on our Professional and Enterprise plans (see pricing). Support for other plans is coming soon.

To utilize Journeys you need to be identifying your users with External User ID. Only users with an External User ID can enter a Journey. This is important so we can track a user all the way through a Journey and make use of cross-channel messaging once that functionality is available. You can see if you are setting these IDs today by checking your All Users page and turning on the External User ID column to see if it is populated.

If you are not setting External User ID today and want to make use of Journeys, there are multiple ways to set these including CSV upload or in our web and mobile SDKs.

Journeys is available today for mobile push, web push and email. Support for SMS and in-app messaging is coming soon.

Creating a Journey

  1. Configure your Journey, including entrance and exit rules
  2. Configure the messages you want to send and when
  3. Make the Journey live

Journey Settings: Trigger

This defines how users will enter your Journey and any filters you want to apply to that audience.

User matches the audience segment criteria

Use this option to target specific segments. When a user enters a segment they will enter the Journey.

Users will not automatically exit a Journey when they exit the segment, instead you need to define an exit rule.

User is inactive for amount of time

Use this option to target users who have not been on your website or app for a specific time period. This is useful if you want your Journey to be a re-engagement or reactivation campaign.

The inactive option will only start counting from the moment you make the Journey live. It does not take into account previous inactivity.

Audience

The segment(s) of devices that are eligible to enter the Journey.

To enter a Journey a device must have an External User ID defined so the user is identified.

Users will not automatically exit a Journey when they exit the segment, instead you need to define an exit rule.

Current and future additions

Segments are dynamic and have users entering and exiting them constantly. Use this option if you want to target every user that is in your selected segments or that will enter them in the future.

Future additions only

Use this option if you only want users after the Journey goes live to enter. For example if you have an onboarding Journey with a welcome message you would only want future users to receive these messages and not any users who previously signed up.

Journey Settings: Exit + Re-entry Rules

Defines when a user should exit a Journey. If at any time the user falls into one of the selected Segments they will exit and not enter any more steps or be sent any more messages.

They can re-enter a Journey based on the re-entry rules you define.

Exit when user becomes active

Use this option if you want users who visit your website or app to exit immediately. This is useful if your Journey is a re-engagement or reactivation campaign.

Re-Entry Rules

Defines how often they can repeatedly enter a Journey. Some message sequences you want to send once, like a Black Friday promotion. Some messages you’ll want to send every time a user is eligible to receive, like an abandoned cart campaign every time a user abandons the card, or a reactivation campaign every time they are inactive. This helps you space out the time in between.

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Journey Settings: Scheduling

Scheduling is not currently supported. Once you make your Journey live it is live until you stop or delete it.

Journey Messages

Send a Push Notification

Select the Message Template you would like to send. We strongly encourage creating new templates specifically for your Journey to ensure analytics are accurate and not shared across instances of the template. Also, name the template something recognizable so you can easily find it in the dropdown.

Message scheduling is not currently supported. When a user reaches this step in your Journey they will be sent the message immediately.

Send an Email

First ensure you’ve set up your app to support sending email.

Select the Message Template you would like to send. We strongly encourage creating new templates specifically for your Journey to ensure analytics are accurate and not shared across instances of the template. Also, name the template something recognizable so you can easily find it in the dropdown.

Message scheduling is not currently supported. When a user reaches this step in your Journey they will be sent the message immediately.

Support for SMS and in-app coming soon.

Journey Actions

Wait

Use the wait action to space out your messages and steps. Define your wait time in seconds, minutes, hours, days or weeks. When a user enters these steps they will wait here the defined amount of time before leaving and going to the next step.

Tag User

Use the tag user action to add tags to users. Examples of why you might add a tag include tagging them with the Journey and step they are on in case you want to creates a segment or target this group later.

You can also use tags to make use of in-app messaging in Journeys. Tag users at a particular step in a Journey and then set up an in-app message that targets an audience with that tag.

Yes/No Branch

Yes/No Branch based on previous message behaviorYes/No Branch based on previous message behavior

Yes/No Branch based on previous message behavior

Use the Yes/No Branch to personalize a users journey based on segment membership or message behavior.

Segment Membership

Branches depending on what segment the user is in. For example, if you tag your users with a plan type (lets say “Free” and “Paid”) then you can create a branch for free users and paid users. The free branch may contain more messaging incentivizing users to upgrade, while the paid branch may introduce more paid features.

Previous Message Behavior

Branch depending on what behavior the user had for other messages in the same Journey. For push those options are “Clicked” and “Delivered”. For email those options are “Delivered”, “Opened” and “Clicked”. For example, if a user did not click a previous notification, maybe you want to get more aggressive and send more messages, or send them a bigger incentive.

Safari does not support Confirmed Delivery so keep this in mind when you create branched messages.

Managing Journeys

  • Delete — will delete a Journey. Once deleted you cannot retrieve it.
  • Stop & Archive — stops the Journey and gives it an archive status. These can still be accessed and duplicated.
  • Duplicate — creates a copy of that Journey which you can then edit and make live.

Editing and pausing are not currently supported. To make changes you will have to stop and archive then duplicate and exclude any previous users who have received the Journey.

Journey Stats

Warning: Stats are reported at a template level. If you are reusing a template across different Journeys or in combination with Automated Messages the send and open stats will be combining these counts. We recommend creating a new template or duplicating a template for each Journey it is used in to reduce any confusion here.

Stats for each step

Name

Description

Started

Number of users that entered this step. For “Entrance” this is the total number of users that started this Journey. This will increment every time a user restarts a Journey.

Waiting

Number of users that are waiting in this step. For message steps this will typically be 0 as users are immediately sent the message and they move to the next step.

Completed

Number of users that have completed this step and moved to the next step. For “Exit” this is the total number of users that went through the full Journey.

Exited Early

Number of users that exited due to the exit rule configured. For “Exit” this is a count of all users who exited early at any point in the Journey i.e. they didn’t make it all the way through the Journey. This is a good way to track the goal of your Journey, for example, if your exit rule is entered an upgrade segment, this is a good way to track how many users converted.

Push Stats

Name

Description

Sent

Number of messages we attempted to send.

Things that will affect delivery include users not being subscribed to push, if you have frequency capping turned on, if users have unsubscribed from push. You can get a better idea on deliverability by looking at your Delivery page so see in detail what is happening with each individual message.

Clicked

Total clicks for this message.

Email Stats

Name

Description

Sent

Number of messages we attempted to send.

Things that will affect delivery include users not being subscribed to email, if users have unsubscribed from email. You can get a better idea on deliverability by looking at your Delivery page so see in detail what is happening with each individual message.

Opened

Total opens for this message. Note this is total opens and not unique opens.


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