Journeys help you follow up consistently after a customer event, form submission, purchase, booking, webinar registration, or Audience change. Build the journey around a clear customer moment and review it before starting.

What this guide helps you do

• Choose a trigger that matches the customer moment.
• Add steps such as emails, waits, conditions, tasks, tags, and review points.
• Use readiness checks before activating a journey.

Before you start

• Know what should start the journey, such as form submission, Audience membership, booking, purchase, webinar registration, or manual enrollment.
• Confirm the Audience, People list, or form mapping is accurate.
• Make sure sender mailbox, subscription group, template, and unsubscribe behavior are ready before customer emails go out.

Do it manually

1. Open Engagement and choose Journeys.
2. Create a new journey and name it after the customer moment it serves.
3. Choose the trigger and define who can enter.
4. Add message, wait, condition, task, tag, or review steps in the order customers should experience them.
5. Preview each customer-facing message and confirm links, sender, and personalization.
6. Run readiness checks, test with a safe contact, then start the journey when review is complete.

Ask Faster AI

• Build a welcome journey for people who submit the consultation form. Include one immediate email, a task for the owner, and a follow-up email two days later. Keep it in review.
• Review this journey for missing sender, Audience, unsubscribe, and test-contact checks.
• Suggest a journey for webinar registrants that handles reminder, attendance follow-up, replay, and sales task creation.

Review before saving, sending, or publishing

• Preview Audience count and entry rules before starting.
• Confirm senders, subscription group, unsubscribe links, and test delivery.
• Check every delay, branch, and stop condition.
• Review any customer-facing email, SMS, or task note for accuracy.

Common issues and fixes

• If no one enters, check the trigger, Audience rules, and required customer fields.
• If emails do not send, check sender mailbox, subscription group, and readiness status.
• If too many people enter, pause the journey and narrow the Audience or trigger.

Referral systems for local businesses

For how broader referral asks can run as trigger-based journeys without turning into nagging sequences, read the referral strategy article. Referral Strategies for Local Businesses That Don't Feel Awkward.

Win-back customer journeys

For a concrete three-message journey with exit conditions and review points, read the win-back article. Win Back Lapsed Customers with Three Emails.

Placeholder media

• Screenshot placeholder: add an annotated screenshot of build a customer journey in the workspace, with private customer data blurred.
• Video placeholder: add a short walkthrough that starts from the workspace, shows the manual path, then shows the review step before anything goes live.

Related help

• Connect a form to an Audience or journey
• Create an Audience
• Manage subscription groups and senders