Add messages to your journey

Last updated: January 08, 2025 14:39

You can add messages, such as guides and emails, to your journey and orchestrate when eligible visitors receive them. Eligible visitors receive a sequence of messages until they’ve accomplished the journey's goal. A journey must contain at least one message.

You can monitor the results of the journey after it is active. For more information, see Monitor journey results.

Add a new guide

You can add guides to your journey and manage the content and number of days the guide is visible to eligible visitors as they proceed through each message in the journey. A visitor receives a guide according to when they log in.

Go to Orchestrate > Journeys.
In the Journey page, select the journey you created or create a new one. For more information, see Create a journey.
In the Journey tab, select Add message and then select Create new guide from the dropdown list. Alternatively, if the journey already has a message, select the plus icon and select Create new guide from the dropdown list.
(Optional) In the Create Guide window, select a category for the guide.
Select a layout for the guide for the saved or default layouts. The guide is added to the journey map.
Select the guide to open a side panel where you can set the number of days you want the guide to display for the visitor before the next message in the journey is sent. You can now edit the guide content and localize the guide, as required.

Clone an existing guide

You can clone an existing guide created outside of Orchestrate and add it to your journey to speed up the creation process. When you clone an existing guide, only the guide content is cloned. If you make changes to the content, these changes don’t impact the original content.

To clone an existing guide:

Go to Orchestrate > Journeys.
In the Journey page, select the journey you created or create a new one. For more information, see Create a journey.
In the Journey tab, select Add message and then select Clone existing guide from the dropdown list. Alternatively, if the journey already has a message, select the plus icon and select Clone existing guide from the dropdown list.
In the Select guide page, use the filters to filter the Guides list. You can filter by app, product area, guide category statuses and the creator of the guide. If you select a web app, then only guides designed for the web app display. If you select a mobile app, then only guides designed for the mobile app display.
Select the required guide. The guide previews in the side panel.
Select Next. An information message displays explaining what happens when you clone a guide.
Optional) Select the guide name to open it in a separate tab.
Select Clone guide to add the guide to the journey. You can now edit the guide content and localize it as required.

Edit guide content

You can edit your guide in the Visual Design Studio.

In the Overview tab in the side panel, set the number of days you want the guide to be visible to all visitors in the journey.
Hover over the guide, enter your app's URL and select Launch designer.
In the Visual Design Studio, make any necessary changes and save your guide. For more information on designing a guide in the Visual Design Studio, see Create a guide.
To delete the guide, select the trash icon in the top-right corner of the side panel.

Localize guide content

Use the Localization tab to localize your guide into any language supported by your subscription. For more information, see Localize your guide using AI.

Add an email

You can add an email as part of the journey and align it with your guides to create a consistent message to your visitors throughout the journey.

Note: You must set up and verify your email domain in Pendo before you can send emails. For more information, see Set up and verify your email domain in Pendo.

Go to Orchestrate > Journeys.
On the Journey page, select the journey you created or create a new one. For more information, see Create a journey.
In the Journey tab, select Add message and then select Add email from the dropdown list. Alternatively, if the journey already has a message, select the plus icon and select Add email from the dropdown list. A side panel opens on the right-side of the screen.
In the Create email window, hover over a layout and select it. A side panel opens where you can edit the email content and add required settings to enable sending the email as part of the journey.

Note: Each email is limited to 60,000 visitors.

Edit email content

You can edit the content of the email template in the Visual Design Studio.

In the Overview tab in the side panel, set the number of days until the next message in the journey is sent.
To edit the email content, hover over the email and select Edit email.
In the Visual Design Studio that opens, edit the email template as required using the building blocks provided:
- Edit ‌text blocks. Insert a title and text for the email.
- Edit image block. You can change the image in the email by uploading a new image or entering an image url.
- Enter app URL. The URL of the app where you want to launch the guide.
- Edit button. Select the button action and then define actions that occur after the app is opened. For more information on button actions, see Guide button actions. For information on working in the Visual Design Studio, see Create a guide.
Save your changes and exit the Visual Design Studio.

Add email details

To send emails through Pendo, including test emails, you must complete all the required email settings and verify an email domain. For more information about verifying email domains, see Set up and verify an email domain in Pendo.

In the side panel, select the Settings tab.
In the Email details form, enter a subject line for your email message.
In the Sender name field, enter the name of the person sending the email.
In the Email domain field, enter the domain from where the emails are sent.
In the From address field, enter the sender’s email address displayed to recipients.
In the Reply to address field, enter the address designated to receive replies.
In the Recipient metadata field, select the metadata you want to use for the email settings from the dropdown menu. For more information about metadata, see Choose IDs and metadata.
Select Save changes.

Send a test email

You can send a test email to verify it reaches the defined recipients and has the look and feel you want for the message. You must have a verified email domain to send a test email.

In the Overview tab of the side panel, select Send a test email.
In the Send text email dialog box, enter the email addresses that you want to send the test email to. Make sure you press Enter on your keyboard after entering each address.
Select Send email.

Add a HubSpot email

Note: This offering is currently in closed beta, available to select Pendo customers for testing. The information that follows isn't a commitment, promise, or legal obligation. The development, release, and timing of any features or functionality described here are subject to change at the discretion of Pendo, which can occur without notice. If you're interested in getting early access and providing feedback, contact your Pendo account representative.

If you've integrated HubSpot with Pendo, you can include existing emails stored in your HubSpot platform into your cross-channel automated journeys. This allows you to track email interactions for your existing emails as part of the overall journey results to enhance user engagement and provide a more comprehensive understanding of customer interactions within the journey framework.

You can only add one HubSpot email to each journey. Any dynamic content or personalization set up in HubSpot applies when the email is sent through Pendo. However, you need to configure this directly in HubSpot before adding the email to the journey.

Note: There's no limit imposed by Pendo for sending HubSpot emails in a journey, but any limits set by HubSpot, for example, based on your HubSpot plan, apply.

For information on HubSpot integration, see Send HubSpot emails from a journey in Orchestrate.

To add a HubSpot email:

Go to Orchestrate > Journeys.
On the Journey page, select the journey you created or create a new one. For more information, see Create a journey.
In the Journey tab, select Add message and then select Add HubSpot email from the dropdown list. Alternatively, if the journey already has a message, select the plus icon and select Add HubSpot email from the dropdown list. A side panel opens on the right-side of the screen.
In the panel, select the required email from the list. Alternatively, you can use the Search field to search for a specific email. The list includes only emails that have already been published in HubSpot. You can add a HubSpot email only if it isn’t linked to another journey.

Important: For your HubSpot emails to show in the list in Pendo, you must make sure that when you create and save them in HubSpot, you convert them to ‘single-send API’ and publish them.
Select Select email. The email is added to the journey map.
In the side panel, set the number of days you want the next message in the journey to be sent.

Note: You can’t edit or view the email here. You can only make changes to the email in HubSpot. Deleting an email in HubSpot that's part of your journey stops the journey and disables it.

Monitor HubSpot emails

You can monitor performance data metrics on the Results page of your email. Performance data that's tracked includes total sends, delivery rate, unique open rate, unique click rate, click-to-open rate, unsubscribe rate, spam rate, and bounce rate. For more information, see View email metrics.

To access the Results page for a HubSpot email, select the email from the Journey breakdown table. For more information, see Monitor journey results.

Organize the messages in your journey

As you build your journey and add messages, you can organize the order of the messages while the journey is still in Draft status. Use the plus icon in the journey map to add additional messages. You can add up to 10 messages in a journey.