Overview

Journeys is a campaign and workflow planning-execution tool in Intempt. It empowers you to design and automate flows, guiding customers through interactions with your brand.

How it works

Users enter a journey when they meet the trigger conditions (e.g., "Added to cart"). After that, different journey actions, conditions, and controls will impact their experience in achieving the journey goal (e.g., "Place an order"). Depending on your goal and exit criteria, users can exit the journey early if they reach the journey goals before completing it.

To summarize, journeys consist of these parts:

• Triggers: This determines who enters your journey and when. You can set filters, frequency settings, and triggers to define who can enter your journey and how often.

• Actions. These are messaging actions like email and SMS that engage the users.

• Conditions. These are yes/no checkpoints in your journey that help you branch the flow to the appropriate experiences.

• Controls. Determine the duration over which the user should stay/leave a journey step.

• Goal and exit criteria : The goal is the outcome you want to achieve through the journey. Exit conditions determine if users should leave their journey early or not. You don’t need to define a goal, but it can be helpful to gauge the success and health of your journeys.

Getting started

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Go to Journeys and select "Create journey." A new journey opens directly in the builder with an auto-generated name and a trigger step already on the canvas. There's no separate "start from scratch" or template step to go through first.

UI overview

Below is an overview of the UI once a new journey opens.

1. Name of the journey. Click the pencil icon next to the name to rename it.

2. Journey status. Shows Draft, Scheduled, Live, Paused, or Stopped. Refer to Managing a journey for a complete explanation of each status.

3. View tabs. Switches between Journey (the canvas), Analytics (appears once the journey is Live), and Settings (goal, deliverability, exit rules, and related options).

4. Pre-publish checklist. Shows whether the trigger, the goal, and the journey's steps are configured and ready to publish.

5. Pause/Resume. Appears once the journey has gone live at least once, letting you pause a running journey or resume a paused one.

6. Publish. Opens the publish panel to launch the journey now or schedule it for later. It's disabled until the canvas has a valid trigger and at least two configured steps.

7. Canvas. The area where the trigger and journey steps are connected.

8. Add step. Click the "+" on a connector to open the step picker and insert a message, control-flow, data, or agent step at that point in the flow.

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Workflow creation

Building. Click the "+" on a connector between steps to open the step picker, then choose a step to add it to the flow.

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Configuring. Click a step to open its configuration panel.

📘 Good to know

The connector's position (bottom/right) only has an effect on the journey's visual look - it does not directly affect the functionality of the workflow.

Configure the blocks

You must combine a trigger with messaging, control-flow, and data steps to create a journey workflow that maps to your use case. At a minimum, a journey needs a configured trigger and at least two configured steps before you can publish it.

Before starting the journey, open the pre-publish checklist in the top-right of the builder. It lists the trigger, goal, and step status and calls out anything still incomplete.

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📘 Good to know

Refer to Journey blocks for a complete overview of different types of blocks and their configuration.

Set goals, deliverability and exit rules

Before starting the journey, switch to the Settings tab to set a conversion goal, configure deliverability, and decide whether users should exit the journey early.

A conversion goal measures the effectiveness of your journey, and exit rules determine whether a user should leave it early.

Deliverability

The Deliverability card in Settings controls how messages are sent from a journey, to help protect delivery timing and sender reputation.

It includes:

• Inbox rotation: Distributes outgoing email across the Google Workspace inboxes you select, to prevent overload and protect sender reputation.

• Send in recipients timezone: Restricts sending to a chosen time window (Send at) on chosen days (Send on) in each recipient's own timezone, with a fallback timezone for contacts whose timezone isn't known.

• Daily limit: Caps how many messages the journey can send per day.

• Time gap: Sets a minimum interval between messages sent from the journey.

Benefit:
Deliverability settings help maintain sender reputation, improve open rates, and avoid spam detection by giving you control over how and when a journey's messages go out.

How goals work

A conversion goal represents the outcome you want to achieve from a journey. Turn on Set goal in the Goal card and use the filter builder to define the condition. This can be:

• an event you want people to perform, or

• a segment you want people to join or leave, or

• a specific attribute value that the user or account matches

When you set a conversion goal, you also set how long a user has to achieve it, for example "within 1 day." We'll record a conversion if a user meets your criteria within that window. We won't record a conversion if a user does not meet the goal, or does so after the window has passed.

Exit rules

By default, a user continues through a journey until they stop matching the journey's trigger conditions, even if they perform the journey's goal action. In the Exit Rules card, you can choose to have users exit early when they achieve the goal, when they stop matching the trigger, either of those, or never.

📘 Good to know

If you choose "Users don't exit early," they'll complete their entire journey even after they meet your goal or stop matching the journey's trigger conditions.

Starting the journey

Once the pre-publish checklist is clear, select "Publish" to open the publish panel.

Choose "Publish now" to activate the journey immediately, or "Schedule" to set a future start date, time, and timezone. Users who match the trigger conditions start entering the journey once it's Live.

Scheduling a journey

If you want the journey to start on a specific date, choose "Schedule" in the publish panel.

Enter a preferred starting date and time and select a time zone.

When the scheduled time arrives, the journey's status automatically changes from "Scheduled" to "Live."

To cancel it before it goes live, delete the journey from the Journeys list.

Where to go next

Refer to Managing a journey on editing, pausing, and stopping a journey. Journey blocks are essential for understanding how to configure each block within a journey.