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Freshworks CRM allows users to 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 Freshworks CRM account, click the icon and choose 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 blow. You can connect the blocks with arrows :

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

      1. Email Activity

      2. Added to list


      1. Added to segment


      1. Contact field matched

      2. Removed from list

      3. Page visit

      4. On event performed

    1. Actions: 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


      1. Remove from list

      2. Internal notifications

      3. Webhooks

      4. Add deal

      5. Update deal

      6. Add Notes

    1. Conditions: 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

    2. Controls: Manage the traffic with controls blocks: The following controls are offered:

      1. Add a time delay


      1. Add delay by contact date field


      1. Split traffic

      2. Exit journey

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

If there are errors in the journey, Freshworks CRM 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  


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.