Journeys

A journey is an automated, multi-step messaging flow: a trigger that pulls a subscriber in, followed by a graph of sends, delays, branches, and waits that each subscriber moves through individually. Where a campaign is a planned broadcast you release once, a journey runs continuously — every subscriber who matches the trigger starts their own run and advances at their own pace.

You build journeys on a visual canvas under Journeys in the dashboard.

Create a journey

You can start from scratch or from a playbook.

From scratch

1. Open Journeys and enter a name under New journey (for example, "Welcome series").
2. Click New journey. The journey is created as a draft and opens straight into the canvas editor.

From a playbook

The Start from a playbook panel offers ready-made journey drafts:

Playbook	What it does
Win-back: proven buyers gone quiet	Re-engages recent buyers who have been silent for 14 days — a send, a 3-day wait for an app open, and a follow-up for those who stay quiet
Cross-channel welcome cadence	Fires on your signup event: an immediate message, another two days later, and a final nudge after three more
Abandoned checkout rescue	Fires on checkout start, waits 24 hours for the purchase, then sends up to two reminders — buyers exit the moment they purchase
Post-purchase thank-you → review ask	A thank-you the day after purchase, then a review request five days later — skipped for repeat buyers via a branch
Trial-to-paid countdown	A reminder ten days into the trial, a 3-day wait for the upgrade, and a final offer for those who let it lapse
Sunset: re-permission before goodbye	One honest "still want these?" send to subscribers with no engagement in 30 days, a week listening for any open, then a final notice

Click Use this journey to create the draft. Playbooks that enter subscribers from a behavioral cohort also create (or reuse) the matching segment for you — the card tells you which. Every playbook lands as a draft with the send steps' channels left empty: pick channels and content in the builder, then activate.

Configure the trigger

Click the Trigger node on the canvas to open the inspector. Three trigger types are available:

• Enters segment — a subscriber starts a run when they enter the chosen segment. Pick the segment from the dropdown.
• Exits segment — a subscriber starts a run when they leave the chosen segment.
• Performs event — a subscriber starts a run when they perform the named event (see server-side event tracking for how events reach the platform).

Entry rules

Also on the trigger node:

• Allow subscribers to re-enter after completing — by default each subscriber runs a journey once. Check this to let subscribers re-enter after completing a run, optionally gated by a re-entry window (for example 24h or 7d).
• Only enter subscribers matching — an eligibility condition, edited with the same condition builder as segments (nested ALL/ANY groups, attribute and event conditions). Subscribers who trigger the journey but do not match are not entered.

Add and connect steps

The left-hand Add step palette offers five step types:

Step	What it does	Configuration
Send	Deliver a message	Channels and a template ID supplying the content
Delay	Wait a fixed time	A duration such as 1h, 30m, or 3d
Branch	Split on a condition	A condition built with the full condition builder; runs matching it take the then path, others take else
Wait for event	Pause until behavior	An event name and a timeout window (for example 7d); runs take the on_event path when the subscriber acts, or on_timeout when the window elapses
Exit	End the journey	None — the subscriber leaves the journey here

Click a step in the palette to drop it on the canvas, then drag connections between nodes to define the flow. Branch and wait steps route from two handles (then/else and on_event/on_timeout); each handle connects to exactly one target — drawing a new connection from a handle replaces the old one.

Select any node to edit its configuration in the right-hand inspector, Duplicate it (the copy keeps the configuration but not the connections), or Remove it. The Auto-layout button re-arranges the canvas into tidy layers.

tip

Branch conditions have the same power as the segment builder: nested ALL/ANY groups, attribute conditions, and windowed event conditions. Use a branch after a delay to route, say, repeat buyers away from a review request.

Save, activate, pause

The editor autosaves your draft as you work — the Saving/Saved indicator in the header shows the current state.

Click Activate journey to go live. Activation is validated: problems such as a missing trigger connection or dangling steps are listed in a warning panel and highlighted on the offending nodes, and the button stays disabled until they are fixed. The server performs its own authoritative validation on activation and surfaces any remaining issue inline.

An active journey shows a Pause button in the same spot. Journey statuses are:

Status	Meaning
draft	Being edited; nobody enters
active	Live — subscribers matching the trigger enter and advance
paused	Temporarily stopped

Each run is pinned to the journey version it entered on (the version is shown on the journey card), so editing a journey does not scramble subscribers already mid-flow.

Monitor performance

• Journey list — each card shows how many subscribers entered, how many completed, the step count, and a completion meter.
• On the canvas — once a journey has traffic, each step carries a badge showing how many runs passed through it and how many sit on the step now. This makes drop-off visible exactly where it happens: a wait step with many runs "here now" is a cohort that has not yet acted.

Delete a journey

From the journey list, click Delete on a card to remove the journey.