Journey

Overview

The Journey feature empowers users to orchestrate end-to-end, automated messaging workflows across multiple channels. By combining logic-driven components—such as WhatsApp, SMS, Email, Push, and Webhooks—businesses can deliver personalized, timely, and context-aware experiences that guide customers through onboarding, promotions, reminders, and re-engagement sequences.

  • Key Use Cases:
    • 1. Onboarding
      • Automatically welcome and educate new users over WhatsApp and Email to drive early engagement.
    • 2. Special Promotions
      • Roll out multi-channel discount campaigns, triggering SMS and Push notifications at optimal intervals.
    • 3. Timely Reminders
      • Detect drop-offs in the journey (e.g., abandoned carts) and send gentle nudges via RCS or Email.
    • 4. Re-engagement
      • Design long-running sequences spanning days or weeks, weaving together messages across channels to win back inactive users.

  • Creating a New Journey:
      • 1. Access Journey Designer
    • From the side panel, click Journey → Add New.
    • Enter a Journey Name and optional Description, then Create.

      2. Build Your Flow
    • Drag the Start Component onto the canvas.
    • Add channel components (WhatsApp, SMS, RCS, Email, Push, Webhook) in sequence.
    • Connect components by linking output dots to input dots to define the customer path.

      3. Configure Each Component
    • Click a component to open its settings panel.
    • Define Messages, Delays (minutes/hours/days), and Conditional Actions for statuses (sent, delivered, read, error).
    • Save your settings and repeat for each node in the journey.

      4. Activate & Monitor
    • Once all nodes are configured, click Publish.
    • All journeys automatically trigger when the Start conditions are met (e.g., user signup, campaign send).


  • Journey Components:
  • Start Component
    • Triggers the journey based on defined events (campaign status, webhook call, API trigger).
    • Configure follow-up logic for each incoming status.

  • WhatsApp Component
    • Sends templated messages with dynamic variables.
    • Branches based on Sent, Delivered, Read, or Error statuses.
    • Schedule follow-ups at custom intervals per status.

  • SMS Component
    • Delivers plain or rich SMS with retry logic on failures.
    • Supports status-based branching and timed follow-ups.

  • RCS Component
    • Leverages rich media (images, carousels, quick replies).
    • Handles status transitions (sent, delivered, error) with configurable delays.

  • Email Component
    • Sends HTML or text emails; tracks Sent, Delivered, Opened, Error statuses.
    • Allows attachments and CTA buttons with scheduled re-tries.

  • Push Notification Component
    • Issues real-time notifications for Web, Android, or iOS.
    • Branches on Sent, Delivered, Error, with per-platform timing controls.

  • Webhook Component
    • Invokes external APIs (GET, POST, PUT, DELETE) at any point in the journey.
    • Configure request body, headers, timeout, and error handling to integrate third-party systems.


  • Creating a New Journey:

    • 1. Navigate to Analytics → Journey in the side panel.


    2. View a list of all active and completed journeys with summary metrics:

    • Total Started, Completed, Drop-Offs, Average Duration.

    3. Drill down into per-component metrics for each channel:

    • WhatsApp: Sent, Delivered, Read, Replied
    • SMS/RCS: Sent, Delivered, Errors
    • Email: Opens, Clicks, Bounces
    • Push: Sends, Click-Throughs, Failures

    4. Export journey performance as CSV or save visual charts for stakeholder reporting.


By leveraging the Journey feature, teams can design sophisticated, multi-touchpoint campaigns that adapt in real time to user behaviors, ensuring maximum engagement and conversion while minimizing manual intervention.


  • Use Case Examples for the Journey Feature
    • 1. Multi-Channel Onboarding Journey
    • Objective:
    • Flow Design:
      • Start Component: Triggered when a new user signs up.
      • WhatsApp Component: Sends a welcome message with app usage tips.
      • Delay: Wait 1 day.
      • Email Component: Sends a "Getting Started" guide PDF.
      • Push Notification: Remind user to complete profile setup.
      • Webhook: Trigger a CRM update marking the user as "onboarded".
    • Key Benefits:
      • Reduces manual onboarding efforts.
      • Ensures users are engaged across their preferred channel.
      • Boosts app adoption and feature discovery within the first 72 hours.

    2. Abandoned Cart Recovery
    • Objective:Re-engage users who left items in their cart without purchasing.
    • Flow Design:
      • Start Component: Triggered when cart is abandoned.
      • WhatsApp Component: Sends a welcome message with app usage tips.
      • Delay: Wait 30 minutes.
      • WhatsApp Component: Send personalized reminder with cart details.
      • Email Component: Send follow-up with promotional coupon if no response in 6 hours.
      • SMS Component: Final reminder after 24 hours.
      • Webhook: Push user data to analytics tool if no conversion.
    • Key Benefits:
      • Increases cart recovery rate via automated nudge system.
      • Provides multi-channel fallback to boost delivery and visibility.
      • Tracks user behavior for future segmentation and retargeting.

    3. Long-Term Promotional Campaign
    • Objective:Promote a limited-time offer campaign across multiple channels over one week.
    • Flow Design:
      • Start Component: Triggered by campaign launch.
      • Email Component: Send full product catalog with offer.
      • Delay: Wait 1 day
      • WhatsApp Component: Send limited-time coupon code.
      • Push Notification: Send daily countdown reminder.
      • SMS Component: Final day offer reminder.
      • Webhook: Push lead conversion data to sales dashboard.
    • Key Benefits:
      • Improves conversion through continuous, multi-touch outreach.
      • Reduces campaign drop-off using personalized reminders.
      • Ensures compliance and template delivery tracking.

    4. Post-Purchase Follow-Up Journey
    • Objective: Improve customer retention by sending timely post-purchase messages.
    • Flow Design:
      • Start Component: Triggered on order status = "delivered".
      • WhatsApp Component: Send thank-you note and invoice.
      • Delay: Wait 3 days
      • Email Component: Request product review.
      • Push Notification: Share referral offer.
      • Webhook Component: Update lead score in CRM.
    • Key Benefits:
      • Encourages positive feedback and social proof.
      • Upsells by offering referrals or next-purchase discounts.
      • Automates lead nurturing with minimal human effort.

    5. Lead Re-Engagement Campaign
    • Objective: Reconnect with inactive leads over a 2-week period.
    • Flow Design:
      • Start Component: Triggered for users inactive for 30+ days.
      • Email Component: Re-engagement content with recent updates.
      • Delay: Wait 2 days
      • WhatsApp Component: Personalized message with use-case or testimonial.
      • Push Notification: Alert about upcoming product release.
      • Webhook Component: If read but no click, trigger custom audience sync to remarketing ad platform.
    • Key Benefits:
      • Increases engagement of dormant users via omnichannel approach.
      • Converts cold leads to warm opportunities without manual chase.
      • Aligns user intent signals with real-time follow-ups.

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