Journeys
A Journey is an ongoing automated campaign. Once active, it runs automatically for every customer who meets the entry condition — you don’t need to send it manually. Use Journeys for welcome series, re-engagement flows, birthday messages, and any campaign that should repeat for each customer individually.
Plan Available on Growth and above (Omnichannel module). Journey limits vary by plan: 25 on Growth, 75 on Business, effectively unlimited on Enterprise.
Open Journeys
Section titled “Open Journeys”Go to /business/:id/marketing and click the Journeys tab, or open Omnichannel in the sidebar and select Journeys.
How a journey works
Section titled “How a journey works”A journey has three building blocks:
| Block | What it does |
|---|---|
| Entry trigger | The condition that enrolls a customer — joining a segment, submitting a form, or a specific event. |
| Steps | Messages (Email, SMS, WhatsApp, Telegram, Push) sent along the way. |
| Delays and splits | Wait a set time between steps, or branch based on whether a customer is in a segment. |
Customers move through the steps in order. Once they exit (reach the end or leave the entry segment), they don’t re-enter until the journey is paused and restarted, or you use a new entry condition.
Create a journey
Section titled “Create a journey”You can create a journey two ways:
- AI Generator — describe the campaign and let the AI build the journey. See AI Campaign Generator.
- Template Library — start from a pre-built journey. See Template Library.
To build directly in the journey editor, click + New journey on the Journeys tab.
Entry triggers
Section titled “Entry triggers”Every journey requires an entry trigger. The supported trigger types are:
| Trigger type | When a customer enters |
|---|---|
| Segment | When a customer joins (or is already in) a specific segment. |
| Form submission | When a customer submits a specific form. See Attach a form to a journey. |
| Event | When a tracked event fires for that customer. |
Important A journey that uses a Segment entry with a split node must use a segment that the journey itself can evaluate. If you see a validation error on deployment, check that the entry segment exists and is correctly named.
Add steps, delays, and splits
Section titled “Add steps, delays, and splits”Inside the journey editor:
- Click + Add step to add a message node. Select the channel (Email, SMS, WhatsApp, Telegram, Push) and choose or create a template.
- Click + Add delay between steps to wait a set number of hours or days.
- Click + Add split to branch the journey based on segment membership. Customers in the segment take the “true” branch; others take the “false” branch.
Activate, pause, and archive
Section titled “Activate, pause, and archive”| Action | What it does |
|---|---|
| Activate | The journey starts enrolling customers immediately. |
| Pause | Stops new enrollments; customers already in-flight continue. |
| Archive | Removes the journey from the active list. Cannot be undone from the UI. |
To change the status, open the journey and use the status control at the top of the editor, or use the ⋯ menu on the Journeys list.
Note You cannot edit the entry trigger of an active journey. Pause the journey first, make your changes, then reactivate.
Segments {#segments}
Section titled “Segments {#segments}”Segments are the groups of customers that journeys and broadcasts target. Manage them on the Segments tab of Omnichannel (?component=segments). See also Customers.
Next steps
Section titled “Next steps”- Broadcasts — one-time sends to a segment.
- Attach a form to a journey — trigger a journey from a form submission.
- Marketing analytics — view per-journey performance.
- Channels — set up the channels your journey steps send through.