Configure a marketing journey for customers. A customer journey map is a visual representation of the process a prospect goes through to achieve a goal with your company. It tells the story of the customer’s experience: from initial contact, through the process of engagement, and into a long-term relationship. It gives an overview of the entire experience.

For example, a marketer would want to create a customer journey where he/she would like to nurture leads who opens an email. Here’s how such a journey can be created:

  1. On your web application, click on "Customer Journeys" . This opens the journeys list page where all journeys can be found.

  2. Click the Create Journey button. This brings up the dialog box where you can assign a name to the journey. Once you’ve assigned a name to the journey, click Create. This opens the journey builder.

  3. One your journey builder, create a customer workflow using the blocks mentioned below. You can connect the blocks with arrows :


Use trigger blocks to initiate an action based on field conditions. The trigger conditions offered include:  

1. Email Activity

2. Added to list

3. Added to segment

4. Contact field matched

5. Removed from list

6. Page visit

7. On Shopify event

8. Submitted from landing page

9. Form submitted from Facebook


Use Actions blocks to perform an action based on triggers. The actions offered include:

1. Send email campaign

2. Add to list

3. Update contact field

4. Remove from list

5. Internal notifications

6. Webhooks

7. Add deal

8. Update deal

Please note that Update Deal block only updates the first created deal and not all the Deals linked to the Contact.

9. Add Notes

10. Send WhatsApp message

11. Send SMS campaign

12. Send chat or bot message


Use Conditions blocks to check for field properties and trigger actions accordingly. The conditions blocks offered include:

1. Check email activity

2. Is in list

3. Is in segment

4. Check contact field

5. Check Shopify event

6. Check page visited

7. Check call activity

8. Submitted form landing page

9. Form submitted from FB

10. Check if it's a visitor


Manage the traffic with controls blocks: The following controls are offered:

1. Add a time delay 

2. Add delay by contact date field
3. Split traffic
 4. Wait for Shopify event

5. Back in Stock

6. Notify when price drops

7. Add a delay by event

8. Exit journey 


Add context to your journey blocks. Use annotations to pictorially define journey steps. 

For example, if you are creating a journey for eCommerce, you can use annotations to call   out why an SMS subscription condition has been added. This makes it easier for marketers to understand why a particular trigger has been added. 

Here’s a list of all the annotations that are offered in the journey builder:

Click the icon to allow a contact to enter a journey multiple times.

If there are errors in the journey, your web application highlights the blocks that need attention by displaying an exclamation mark. The exclamation marks disappear once the errors are fixed.

  1. Once you’ve configured the journey, click  

  2. Your journey is now live and will bring in contacts. However, if you wish to schedule the journey to begin at a different time, select Schedule journey.
Note: Starting 12th May 2021, Email campaigns that include senders with the email domains, and will not be able to send or schedule the campaign. This restriction is being put in place to curb sending campaign to junk or bounced emails and increase email deliverability rates.