Building Journeys

This guide walks through creating a welcome journey from scratch.

Step 1: Create the Journey

Navigate to Journeys
Click Create Journey
Enter a name: “Welcome Series - Main List”

Step 2: Configure Triggers

Triggers define when contacts enter the journey.

Trigger Type: List Membership

The most common trigger—enter when joining a list:

Trigger: Contact added to list
List: Main Marketing List

Trigger Type: Custom Field

Enter based on a field value. The operator field is required:

Trigger: Custom field matches
Field: signup_source
Operator: eq
Value: "website"

Valid operators for custom field triggers:

Operator	Meaning
`eq`	Equals
`ne`	Not equals
`in`	Value is in a list
`not_in`	Value is not in a list
`exists`	Field exists on the contact
`contains`	Field contains substring

Multiple Triggers

Triggers are organized into condition groups that support nested AND/OR logic:

TriggerGroup:
  operator: AND          # AND or OR
  conditions:
    - type: list
      list_id: "main_marketing_list"
    - type: custom_field
      field: signup_source
      operator: eq
      value: "website"
  groups:                # Optional nested groups
    - operator: OR
      conditions:
        - type: custom_field
          field: referral_source
          operator: eq
          value: "partner_a"
        - type: custom_field
          field: referral_source
          operator: eq
          value: "partner_b"

Each trigger group has:

operator: AND or OR — how to combine the conditions and nested groups
conditions: Array of individual trigger conditions
groups: Optional array of nested trigger groups for complex logic

Only contacts matching the full trigger group will enter the journey.

Step 3: Add Steps

Click Add Step to add each journey step.

Send Message Step

Deliver a message:

Click Add Step > Send Message
Select a creative or define an inline message
Optionally select an offer binding

Step: Send Message
Creative: "Welcome - 10% Off"
Offer: welcome_discount

You can also define messages inline directly in the step instead of referencing an existing creative:

Step: Send Message
Inline Message:
  body: "Welcome to {{brand_name}}! Use code WELCOME10 for 10% off: {{link1}}"

Inline messages support the same template variables as creatives ({{brand_name}}, {{linkN}}).

Wait Step

Pause before the next step:

Click Add Step > Wait
Set duration and unit

Step: Wait
Duration: 24
Unit: hours

Condition Step

Branch based on behavior:

Click Add Step > Condition
Configure the condition
Define Yes and No branches

Step: Condition
Type: Has Clicked (any)

Yes branch: → Go to step 5
No branch: → Go to step 6

Click conditions count clicks on messages this journey sent during the current enrollment.

Double Opt-In Step

Request customer confirmation before continuing:

Click Add Step > Double Opt-In
Select an opt-in configuration
Optionally manage configurations

Step: Double Opt-In
OptinConfiguration: "Welcome Series Config"
Next Step: → Go to step 5

The double opt-in step sends a confirmation prompt (e.g., “Reply Y to confirm your subscription”) to the contact and waits for their response. The configuration defines the prompt text, reply window (1–168 hours, default 24), and attempt cap. Flow:

Confirmed: Contact replies Y, YES, or CONFIRM within the window → advance to the next step and record consent
Expired: Contact does not reply within the window → exit the enrollment
Opted-out: If the contact unsubscribes (STOP) during the ask window, the enrollment exits when the window closes
Already subscribed: If the contact is already an active subscriber, the step advances immediately without sending a confirmation

Consent semantics: First-time confirmation records a consent method of double_opt_in with the confirmation timestamp; a re-confirmation after opt-out records the new consent alongside the original. Caps: Attempt caps are per configuration, so a contact can be asked to confirm through other funnels’ configurations even if they’ve reached the cap on this one. A contact can experience multiple double opt-in steps in a single journey if configured in different sequences. The prompt text supports {{brand_name}} substitution (resolved to the sending list’s brand name).

Wait Until Step

Wait until a specific time of day before proceeding:

Click Add Step > Wait Until
Set the target time (HH:MM)

Step: Wait Until
Time: "09:00"

This is different from a regular wait step, which pauses for a duration. wait_until holds the contact until the next occurrence of the specified time (e.g., 9:00 AM).

Set Custom Field Step

Set a custom field value on the contact for this list:

Click Add Step > Set Custom Field
Specify the field key and value

Step: Set Custom Field
Field: onboarding_stage
Value: "completed_welcome"

Use this to tag contacts as they progress, enabling audience segmentation and trigger conditions in other journeys.

Unsubscribe Step

Unsubscribe the contact from the list:

Click Add Step > Unsubscribe

Step: Unsubscribe

The contact will be unsubscribed from the sending list associated with the journey. Use this at the end of a branch when a contact should no longer receive messages.

Exit Step

End the journey:

Click Add Step > Exit

Step: Exit

Step 4: Connect Steps

Steps flow sequentially by default. Use conditions to create branches.

Linear Flow

Step 1 (Send) → Step 2 (Wait) → Step 3 (Send) → Step 4 (Exit)

Branching Flow

Step 1 (Send)
    ↓
Step 2 (Wait 2 days)
    ↓
Step 3 (Condition: Clicked?)
   ↓ Yes        ↓ No
Step 4 (Exit)  Step 5 (Send reminder)
                    ↓
               Step 6 (Exit)

Step 5: Review and Activate

Review

Before activating:

Switch between the Flow and List views to check the journey structure
Check trigger conditions
On each Send Message step, click Show Preview to check the selected creative’s text — inline messages are visible directly in the step’s Message Text box

Activate

Click Activate
Journey starts enrolling new matching contacts
Existing contacts are NOT enrolled (only new matches)

Activating a journey is immediate. Make sure everything is configured correctly.

Example: Simple Welcome Series

Let’s build a 3-message welcome:

Create journey

Name: “Simple Welcome Series”

Set trigger

List: Main Marketing List

Step 1: Send welcome

Creative: “Welcome! Here’s 10% off your first order.”

Step 2: Wait 24 hours

Duration: 24 hours

Step 3: Send bestsellers

Creative: “Check out our bestsellers”

Step 4: Wait 3 days

Duration: 3 days

Step 5: Send offer

Creative: “Last chance: 15% off expires today”

Step 6: Exit

End the journey

Activate

Turn on the journey

Editing Active Journeys

You can edit active journeys, but be careful:

Change	Effect
Add step at end	Safe - affects future enrollees
Change creative	Affects enrollees who haven’t reached that step
Change timing	Affects future waits, not in-progress waits
Change trigger	Only affects new enrollments
Delete step	⚠️ May break in-progress enrollments

For major changes, create a new journey version and sunset the old one.

Monitoring Journeys

Enrollment Stats

View in the journey dashboard:

Total Enrolled
Active
Completed

Step Performance

Send Message steps show Sent, Clicks (rate and count), Revenue, and RPS. Other step types don’t have per-step metrics.

Troubleshooting

Contacts not entering

Check:

Is the journey active?
Do contacts match trigger conditions?
Are they already actively enrolled (one active enrollment per journey per list membership)?

Messages not sending

Check:

Is the contact still subscribed?
For pool or auto-select steps, is the creative active? (A single-creative step still sends even if that creative is paused.)
Are there sending list issues?

Stuck in wait step

Wait steps resume within seconds of expiring — if a contact is stuck for longer, open a support ticket.

Getting Started

AI Agents & MCP

Guides

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Integrations

Resources

Step 1: Create the Journey

Step 2: Configure Triggers

Trigger Type: List Membership

Trigger Type: Custom Field

Multiple Triggers

Step 3: Add Steps

Send Message Step

Wait Step

Condition Step

Double Opt-In Step

Wait Until Step

Set Custom Field Step

Unsubscribe Step

Exit Step

Step 4: Connect Steps

Linear Flow

Branching Flow

Step 5: Review and Activate

Review

Activate

Example: Simple Welcome Series

Editing Active Journeys

Monitoring Journeys

Enrollment Stats

Step Performance

Troubleshooting

Next Steps

Conditions

Wait Steps

​Step 1: Create the Journey

​Step 2: Configure Triggers

​Trigger Type: List Membership

​Trigger Type: Custom Field

​Multiple Triggers

​Step 3: Add Steps

​Send Message Step

​Wait Step

​Condition Step

​Double Opt-In Step

​Wait Until Step

​Set Custom Field Step

​Unsubscribe Step

​Exit Step

​Step 4: Connect Steps

​Linear Flow

​Branching Flow

​Step 5: Review and Activate

​Review

​Activate

​Example: Simple Welcome Series

​Editing Active Journeys

​Monitoring Journeys

​Enrollment Stats

​Step Performance

​Troubleshooting

​Next Steps

Conditions

Wait Steps

Step 1: Create the Journey

Step 2: Configure Triggers

Trigger Type: List Membership

Trigger Type: Custom Field

Multiple Triggers

Step 3: Add Steps

Send Message Step

Wait Step

Condition Step

Double Opt-In Step

Wait Until Step

Set Custom Field Step

Unsubscribe Step

Exit Step

Step 4: Connect Steps

Linear Flow

Branching Flow

Step 5: Review and Activate

Review

Activate

Example: Simple Welcome Series

Editing Active Journeys

Monitoring Journeys

Enrollment Stats

Step Performance

Troubleshooting

Next Steps