Articles on: Journeys

How to set up journeys

Automated Journeys are how you make $$$ when you sleep.

A journey is a sequence of messages (email+SMS) and actions that’s triggered when someone performs a specific activity. It helps you create a contextual messaging experience for your customers.

When to use Journey vs. Campaign

Journeys work automatically when a specific event or action occurs. You can create a funnel or a drip sequence with time delays between messages and actions to achieve specific goals.

Use Journeys when:

- someone joins your newsletter
- someone abandons a cart
- someone has spent over $1000 on your site
- when you want to send date-specific content like birthday offers

Campaigns, on the other hand, have to be manually triggered to a particular group of audience. Use campaigns when:

- you’re launching a new product
- you’re running a flash sale
- you’re sending event-specific content

Must-have Journeys

If you’re new to this, we highly recommend you create these 6 journeys immediately. You’ll automatically a see an easy 20-30% lift in your revenue:

Welcome New User
Abandoned Cart
Browse Abandonment

How to create a new journey

The visual builder makes it easy for your to set up dynamic message flows

There are three main components in a journey:

Entry Trigger
Logic, Actions, and Delay

As we move along this guide, you’ll understand how and when to use triggers and actions.

Step 1: Head to Journey → Create Journey

Give your journey a name and specifiy when it should start and end. You can also set-up journey-level Quiet Times to ensure you’re in compliance with Email and SMS regulations.

Step 2: Set your Entry Trigger

The entry trigger is the rule or a set of conditions that a shopper must meet to enter the flow. When someone performs a certain action (say, abandons the cart), the shopper enters the flow and starts moving along the sequence of actions.

Every journey needs at least one trigger to set it in motion. You have two options when it comes to entry triggers:


A journey can be triggered when a customer takes a specific action–like subscribing to your newsletter, abandons their cart, or cancels an order. Or...


It can be triggered for those in a particular segment. Like when someone enters your VIP Customers or At-risk segments.

Step 3: Plan your message sequence

Start thinking about the customer journey and the message sequence (content and channel) they'll receive. Create email and SMS templates for each of these messages. You'll need that for the next step.

Step 4: Add logic, actions and delays

Configure the journey according to the plan you made in Step 3. You'll find a bunch of options to choose from.

Send an email

To send an email, simply select the template you've created earlier and choose the sender address. Hit **Save**.

Send an SMS

To send an SMS, all you have to do is select the SMS template you wanna send.

Set up a delay

You can choose to configure wait times between two messages. You can either wait until a certain duration has elapsed or make the next action wait until a specific date.

Note: The minimum wait time is 1 hour.

Yes/No Split, Multi-condition Split, and Random Split

To create conditional splits, use the one of these actions:

Yes/No Split
Multi-condition Split
Random Split

Enter the condition based on which you want the shopper to be evaluated (made a purchase, for example). You can also specify when the condition will be evaluated.


If you want a percentage of the journey entries to exit the journey, you can use the hold-out option. Simply specify the percentage value.

Pro tip: You can use 100% value on hold-out to set up an exit condition for your journey.

Hit Save Journey once you're done.

Note: Once a journey has been created, it's not possible to edit it.

Updated on: 23/02/2023

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