Journey Builder

A Journey Builder, or Marketing Automation Workflow Builder, is a tool that enables marketers to design and automate personalized customer journeys. It orchestrates interactions across multiple channels, ensuring the right message reaches the right audience at the right time.

Main Functionalities of a Journey Builder:

1. Visual Workflow Design: Drag-and-drop interface to map out customer journeys step-by-step.
2. Multi-Channel Integration: Manage interactions across email, SMS, Viber, and more within a single flow.
3. Triggers and Conditions: Automate actions based on customer behaviors, events, or specific criteria (e.g., website visits, purchases).
4. Personalization: Insert personalized content at each step of the journey by using placeholders that leverage customer data.
5. Real-Time Monitoring: Track metrics as the customers progress through the journey.
6. Integration with Data Sources: Connects with Customer Hub for enriched customer profiles and segments.
7. Building blocks that should be supported - The first part defined in the journey builder is the entry source – that is, what triggers or initiates the flow.

• • Entry source

• • • API -This entry block specifies that profiles entering the flow will be those who are received through an API. This is also the space for creating custom flows, meaning the client can use an API to send any set of profiles that will proceed through the rest of the flow.
    • Form - This entry block specifies that profiles entering the flow will be those who submit a form. In this case, the form refers to one created using the Form Studio in Customer Hub and integrated on the website.
    • Life Event - This entry block specifies that profiles entering the flow will be those approaching specific life event, i.e. birthday or anniversary. In the Create Flow process, you define the life event that will trigger the action and when message will be sent.
    • Product Event - This entry block specifies that profiles entering the flow will be those who interacted with specific product, i.e. purchased a product. Product event includes after purchase or first purchase events. The user selects the segment and defines when the action should occur in relation to the event.
    • Web Interaction - If you integrate EventSDK on your website, you will be able to create journeys based on the events collected through EventSDK typically implemented via Google Tag Manager (GTM) for WooCommerce and Shopify webshops. Available Web Events:
      • URL Visit
      • Item Visit
      • Add to Cart
      • Remove from Cart
      • Checkout Visit
      • Order Status
      • Order Status Count
      • Placed Order

Note: All events except url visit require additional configuration.

• • • Entering segment - This entry block specifies that profiles entering the flow will be those who belong to a specific segment previously created in Customer Hub. 
    • Mobile interaction -If you integrate EventSDK into your mobile app, you will be able to create journeys based on the events collected from mobile interactions through EventSDK.
    • After defining the entry source, we connect a block from the Control Flow or Action block.

• • Control flow

    • Wait By → wait - This control block is used to "pause" the flow for a specified period (days, hours or minutes), allowing you to delay actions until the set time has passed. 
    • Wait By Attribute/Event -This control block is used to “pause” the flow based on a specific point in time, allowing you to delay actions until before or after the event occurs. An event refers to a date and time; any date-formatted column in the created segment can be used.
    • Engagement Split - This control block is used to control the flow and branch it based on specific conditions related to profile engagement. The Engagement Split block can only be placed after an Action block. The currently available statuses for the Engagement Split are: delivered, opened and clicked.
    • Segment Split  - This control block is used to control the flow and branch it based on specific conditions related to segments profiles take part in. If you use the Segment Split option, it must be preceded by a Wait block. 
    • Decision Split -This control block is used to control the flow and branch it based on specific conditions related to segments profiles take part in. A Decision Split requires selecting an attribute from the available attributes for a given segment. For the chosen attribute, a condition and value are defined, which determine how the flow branches into different paths.
    • Check Customers - This control block is used to control the flow and branch it based on specific condition related to whether a profile is an existing customer or not.
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  • Actions

    • API -This action block is used to invoke an API call with specific content to specific external API.
    • Form - This action block is used to send profiles to a form page. 
    • Email - This action block is used to send an email with specific content. Content is specified in create a flow step when journey is created and published.
    • Viber - This action block is used to send a Viber message with specific content. Content is specified in create a flow step when journey is created and published. 
    • SMS - This action block is used to send a push notification with specific content. Content is specified in create a flow step when journey is created and published.
    • Push notifications -Push notification - This action block is used to send a push notification with specific content. Content is specified in create a flow step when journey is created and published. 
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  • AI block

    • Workforce Hub - This AI block is used to generate tailor-made, personalized content using an AI agent from the Workforce Hub. Precondition for using this feature in automation studio is to have workforce hub and deployed agent. In the Create Flow step, you select the agent responsible for generating the content and define the prompt that guides the content creation. The prompt can include placeholders, which are attributes from the entry source — either a segment or a form.

Additionally, if the journey includes conditional paths (e.g., when a customer is part of a segment and different steps are defined for true and false paths), each path must end with an End Journey block.

After defining an action, you can return to a Control Flow block to add a new action channel. Once you're satisfied with the journey you've created, you add the Journey End as the final block. The created journey is further edited in the Create a Flow step.

Journey Builders simplify complex marketing workflows, enabling teams to deliver meaningful and timely customer experiences at scale.