Freshworks CRM offers users to use two different kinds of automated emails

  • Marketing journeys

  • Sales sequences


Both Marketing journeys and Sales sequences enable users to run email campaigns that can be triggered based on a recipient’s actions and can be time-bound or interval-bound. 


So how do the two modules differ from one another and where can they be used?


Difference between Marketing Journeys and Sales Sequences:


  • Marketing Journeys: Marketing journeys enables users to visualize engagement flow with contacts and set up workflows to trigger action based on actions your email recipients take on your website or email campaigns. Marketing journeys are aimed at two types of contacts:

    • Contacts that are marketing qualified and are early in the sales lifecycle: These are prospects that stand out from any average prospect as they may match certain criteria that you are looking for such as demography, territory, or behavior. I.e they are marketing qualifiedThey are buyers who have low intent but can be nurtured with time and converted into high intent contacts i.e sales qualified.


    • Contacts that are existing customers and can be nurtured for future opportunities: Marketing journeys are also useful to keep existing customers abreast about your brand and nurture them for an or upsell or a cross-sell campaign who have already brought from you and would not be interested in anything for the time, however, would need to be sent.
      Example: Drip marketing campaigns


Journeys allow users to configure steps such as add/remove to list, add a time delay, run A/B testing, etc– all through a simple drag and drop builder where users can create complex engagement workflows.


  • Sales Sequences: Sales sequence in Freshworks CRM allows users to configure a sequence of actions for contacts that are sales qualified. These steps are aimed at making it easy for users to nurture buyers who are farther along the sales lifecycle and nudge them towards becoming a customer. There are two types of sales sequences in Freshworks CRM:

    • Classic Sequences:  A time-bound sales sequence. I.e runs for a period of 90 days (1 quarter) and carries out steps on records based on the day of the sequence and matching criteria.
      Example: Discount campaign


    • Smart Sequences: An interval-bound sales sequence i.e runs on a preset interval of a few days and executes steps only for those records that match the criteria.

Example:  Product onboarding campaign

When should I use a Marketing Journey or Sales Sequence?

Use case

Marketing Journeys

Sales sequences

I want to target prospects from a recent product expo/seminar

Create a list and add such contacts to marketing journeys 

Do not use Sales sequences to target such low intent contacts

I want to send a newsletter to my contacts

Use Marketing journeys. 

Do not use Sales sequences

I want to run a campaign to target cold prospects

Use Marketing journeys

You can also use Sales Sequences

I want to send out product updates

Use Marketing journeys

Do not use Sales Sequences

I want to run an email campaign to onboard new users

Use Marketing journeys

You can also use Sales Sequences

I want to run an end of season sale campaign

Use Marketing journeys

Do not use Sales sequences

I want to run an upsell or a cross-sell campaign  

Do not use Marketing journeys

Use Sales sequences


What are the user limits on Marketing Journeys and Sales Sequences?


Functionality

Marketing Journeys

Sales Sequences

No of step/triggers that can be set

No limits on the number of triggers/conditions that can be added.

25 steps per campaigns and 8 conditions per step

Email limit/day

The limitation is at the account level and is calculated on a monthly level. The email limit per month is based on the number of active contacts purchased by the account.
The number of emails can be calculated as

Free- 200

Growth-    3x email limit

Pro-    5x email limit

Enterprise-    10x email limit

where x is the number of active contacts purchased

The limitation is calculated based on the number of users present in the account and is calculated daily

Total email limit of the account for sales sequences (per day)=
no of users in the account * email limit per user per day

Email Limit per user per day:

Trial- 100
Free- 0

Growth- 500

Pro- 1000

Enterprise- 2000


No of Sequences/journeys per user

Depends on the plan and the edition.


PlanMarketing CloudCustomer-for-Life Cloud
Free00
Growth55
Pro2020
Enterprise100100


Depends on the plan and the edition.

PlanSales Cloud
Customer-for-Life Cloud
Free00
Growth55
Pro1010
Enterprise2525

Duration of a journey/sequence

No time limit

 Classic sequences- 90days
Smart sequences- No time limit