Use a custom journey when a prebuilt journey playbook does not match the flow you need.
A custom journey gives you an empty canvas. You choose the trigger, add the steps, define the timing, and decide when customers should continue, branch, receive a message, or leave the journey.
Select a trigger
The trigger is the customer action that starts the journey.
To select it:
- Open the beginning of the flow.
- Choose the action that should start the journey.
- Confirm the trigger.
The trigger can be a standard event, such as a subscription, cart update, product view, purchase, or message. It can also be a custom event if your account tracks one.
Add steps
Journeys move in sequence from one step to the next.
To add a step, drag it into the flow where it should happen.
Common step types include:
Send a message
Use this step to send a message to the customer.
Messages can include short links, tags, coupons, and product information when the trigger includes product context.
Condition
Use a condition when the flow should split based on customer data or behavior.
For example, you can send one path to customers who purchased and another path to customers who did not.
Wait
Use a wait step to pause the flow before the next action.
For example, you can wait two hours before sending an abandoned cart reminder.
Human handoff
Use handoff rules when the journey should stop and a person should take over the conversation.
This is especially important for support questions, refunds, complex product questions, or unhappy customers.
Save and publish
Click Save Changes while you work. Custom journeys stay inactive until you publish them.
When you are ready, click Publish. To stop the journey later, make it inactive.