You can create a cross-channel journey using messages, such as emails and guides, to encourage users to take key actions in your product, such as viewing a Page or clicking a Feature. The goal of these actions might be to onboard new users, drive adoption, or reduce churn.
You can also build a journey without a goal, ensuring all visitors receive every message in sequence. This is useful for journeys for informational campaigns or step-by-step flows, such as onboarding.
To create a new journey, go to Orchestrate > Journeys and:
- Select Create journey in the top-right corner of the Journeys page.
- Select the app where you want your journey to run.
- In the Journey name field, enter a name for the journey.
- Select Create journey. The journey’s Settings page displays.
- Add a description for the journey, if required, and set the journey settings.
You can now add messages to your journey. For more information, see Add messages to your journey.
Journey settings
On the journey’s Settings page, you can set a journey goal, define the segment you want to target for the journey, and schedule a start date and time and an expiration date and time for the journey.
Use the dropdown arrow on the right side of the Settings header to show or hide the journey settings details.
Set a journey goal
A journey goal is used to measure the effectiveness of your journey by tracking how many visitors performed a specific action, such as clicking a Feature or viewing a Page, after engaging with the messages in the journey.
- In the Journey goal tile, select + Set goal.
- In the Journey goal form, select the journey goal from the dropdown list, such as view a Page or click a Feature.
- Select Save.
You can choose not to set a journey goal, ensuring all visitors receive every message in sequence, regardless of whether they achieve the journey goal or not. Visitors exit the journey after receiving all the messages or leaving the journey segment. This is useful for journeys for informational campaigns or step-by-step flows, such as onboarding.
- In the Journey goal tile, select + Set goal.
- In the Journey goal form, select No goal from the dropdown list, and select Save.
Define a segment
The Segment tile summarizes the segment rule and the total number of eligible visitors as of today. Select Edit in the tile to add the segment you want to target for this journey. For more information on segments, see Segments.
Set a schedule
You can set a start date and time for the journey and an expiration date and time.
- In the Scheduling tile, select Edit.
- Turn on the Start date / time toggle button and set the required date and time.
- Turn on the Expiration date / time toggle button and set the required date and time.
Setting an expiration date is optional. If there is no expiration date, the journey continues according to the days set for each message in the journey. If you set an expiration date and the journey expires while some visitors are in the middle of the journey, then they won’t receive all the messages in it.
After you set a schedule for the journey to start, you can move the journey status to Scheduled. After you do this, you can’t edit the messages in the journey or any of the journey settings. When the journey is scheduled and you've added messages to it, a start date displays on the journey map. The end date displays only if one is set. For more information about the journey map, see Add messages to your journey.
Manage journeys
On the Journeys page, you can see a list of all your journeys. Here you can see the status of each journey, the app that the journey is running on, and updates and scheduling details. You can also filter the list by app or use the Search field to search for a journey. Select a journey to view detailed information about it.
Journey status
The Status column shows the status for each journey:
-
Draft. Indicates that this message is still an in-progress draft.
- Pending review. Indicates that this message is a complete draft that's pending review. Users with appropriate permissions can submit the journey for review. A schedule must be set to submit the journey for review.
- Active. Indicates that the journey is active and continuously sending messages. You can still update the content of guides and emails for an active journey.
- Scheduled. Indicates that the journey is scheduled. You can still update the content of guides and emails for a scheduled journey. After a journey is scheduled, you can’t change the segment or journey goal and you can't add or delete any messages from the journey.
- Completed. Indicates that it was a one-time journey that users have already completed.
- Disabled. Indicates that the journey is no longer continuously sending messages.