Visual Workflow Journeys & Automation

Customer Journeys allow growth teams to design multi-stage, event-driven automation workflows triggered by user behaviors, segment entries, or machine learning thresholds.

1. The Journeys Directory

Navigate to Activations -> Journeys (/activations/journeys) to inspect all configured customer lifecycles.

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Key Metrics:

• Active Travelers: Total customer profiles currently progressing through each journey step.
• Conversion Rate: Percentage of travelers who completed the ultimate goal event (e.g. Completed Order).
• Execution State: Active, Paused, or Draft.

2. The Visual Workflow Builder

Click any journey to open the drag-and-drop canvas:

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Core Journey Node Types:

graph TD
    Trigger([Trigger: Customer Enters 'At Risk' Segment]) --> Step1[Action: Send SMS Notification]
    Step1 --> Delay[Delay: Wait 48 Hours]
    Delay --> Branch{Condition: Has Completed Order?}

    Branch -->|Yes| ExitSuccess([Exit: Goal Achieved!])
    Branch -->|No| Step2[Action: Dispatch Outbound Webhook to CRM]
    Step2 --> ExitFail([Exit: Journey Complete])

1. Triggers:
2. Segment Entry / Exit: Triggered when customer qualification changes.
3. Event Occurrence: Triggered immediately when a specific event (e.g. Cart Abandoned, Subscription Cancelled) fires.

4. Attribute Change: Triggered when churn_risk_score > 0.70 or predicted_clv shifts tiers.

5. Flow Controls:

6. Delays: Hold travelers for a set duration (e.g. Wait 2 hours, Wait 3 days).
7. Branching Conditions: Split travelers into separate paths based on subsequent behavior (e.g. If opened email, take Path A; else Path B).

8. A/B Split Testing: Randomly route travelers across 50/50 test variants.

9. Action Nodes:

10. Dispatch Outbound Webhook: Send a custom JSON payload to any REST endpoint.
11. Trigger Email / SMS: Dispatch messages via SendGrid, Mailgun, Twilio, or integrated marketing platforms.
12. Update Attribute: Dynamically set a customer profile trait or tag.