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Journeys in Freshworks CRM help you craft personalized experiences for your audience. Whether you are looking to nurture your existing leads, onboard new customers, or retain your existing ones, Journeys help you automate your engagement by sending the right messages at the right time with the most relevant context.


ARTICLE NAVIGATION

To build these Journeys, let’s get you acquainted with the building blocks that help create that perfect Journey. Freshworks CRM categorizes these building blocks into:

Triggers

Triggers define when a journey should start. They comprise of user actions or preferences that kickstart Journeys(automated campaigns) that are relevant and personalized.

Email Activity

Adds contacts to your Journeys based on their email activity(sent, delivered, opened, clicked, replied, bounced, unsubscribed)

Added to List

Adds contacts to Journeys as and when contacts enter your chosen list


Added to Segment

Adds contacts to Journeys as and when contacts enter your chosen segment.


Contact field matched

Adds contacts to your Journeys when there is a match in the contact fields. You can also choose to add contacts to Journeys when an existing contact’s field is updated.


Removed from list

Adds contacts to your Journeys when they are removed from your chosen list. This could be helpful when you are running win-back campaigns.


Page visit

Adds contacts to your Journeys based on the pages they have visited


On event performed

Adds contacts to your Journeys when a defined event is completed. Learn more about event tracking in Freshworks CRM.


Submitted from landing page

Adds contacts to your Journeys on submissions from a landing page. Learn more about building landing pages in Freshworks CRM.


Actions

Actions define the task that needs to be done once the journey is triggered

Send Email

Sends the contact an email campaign, performs post email actions and tracks metrics(opens, clicks, bounces, etc.)


Add to List

Adds the contact to your chosen list.


Update contact field

Updates contact fields with the specified value


Remove from list

Removes contacts from your chosen list


Internal notification

Helps create or select an internal notification. This helps in providing contextual engagement by enabling human intervention at the right time.


Webhooks

Calls an external API via webhooks. This comes in handy when you want to send/receive data from your other tools to Freshworks CRM.


Add notes

Add a note to a contact in Freshworks CRM.


Add sales activity

Configure a sales activity; for example, pass leads from marketing to sales teams. This block allows you to assign the activity to the right owners and provide a start and end date.


Add task

Configure a task in Freshworks CRM


Conditions

Conditions are the checkpoints in your Journey that help determine the ideal experience for contacts at every stage, depending on their changing preferences and real-time interactions with your website and campaigns.

Check email activity

Checks if the contacts have performed email activities like opens, clicks, replies, etc. This block is helpful when you want to set up follow-up campaigns.


Is in list

Checks if the contact is in the chosen list


Is in segment

Checks if the contact is in the chosen segment


Check contact field

Checks for a match in the contact field based on the specified value.


Check event performed

Checks if contacts have performed custom events. Learn more about tracking custom events in Freshworks CRM.


Check page visits

Checks if your contacts have visited the chosen web page.


Check call activity

Checks if your contacts have performed any call activities. This block comes in handy when you want to run high-touch campaigns where your sales team needs to be involved in your marketing campaigns.


Submitted from landing page

Checks if contacts were created based on your landing page submissions. Learn more about landing pages in Freshworks CRM.


Controls 

Controls help determine the duration over which users experience the Journey and contextually end them for every user.

Add a time delay

Waits for the specified time before moving on to the next block.


Add delay by contact date field

Waits until the contact’s date field before moving on to the next block. This block is handy when you want to send birthday/anniversary campaigns


Split traffic

Splits your contacts into multiple routes. This helps identify the route that performs better and helps improve your Journeys’ performance.


Exit Journey

Exits the contact from your Journey on reaching this block.