Introduction to Journeys

Journeys (formerly called Workflows) are automated messaging sequences that help you create seamless, personalized customer experiences. Journeys let you orchestrate entire brand interactions, so you can send the right message to the right user at every touchpoint.

With journeys, you can send your users messages, wait for them to open them, personalize their experience based on their attributes or behavior, update your users' subscription preferences, and send or retrieve data from third-party services.

You can use journeys to build things like:

• Welcome sequences
• Cart abandonment sequences
• Special offers and promos
• Birthday or anniversary sequences
• And so much more!

# Table of contents

# Required permissions

• To view, search, and filter your organization’s journeys, you'll need the Workflows, Campaigns and Experiments > View permission.

• To create, edit, or copy a journey, you'll need the Workflows, Campaigns and Experiments > Draft permission.

• To archive a journey, you'll need the Workflows, Campaigns and Experiments > Activate & Manage permission.

# Getting started

Sign in to Iterable and navigate to Messaging > Journeys.

The Journeys page lets you keep track of all your current and past customer journeys at a glance. From this page, you can:

• Create a new journey
• Make a copy of an existing journey
• Check the status, entry source, sends, and last modified date of all your journeys
• Sort, search, and filter your journeys
• Archive journeys you no longer need
• Organize your journeys into folders

# Creating a new journey

Journeys consist of a beginning (the Start tile), a series of steps or stages (tiles), and the branches and paths between them (connections).

To create a new journey, click the New journey button.

This will take you to Studio, our journey builder tool. See Building and Editing Journeys to learn more about using Studio.

# Managing your journeys

# Make a copy of a journey

To make a copy of a journey, click the three dots menu on the right side of the journey's row and select Make a copy.

# Turn a journey on/off

To turn a journey on or off, click the three dots menu on the right side of the journey's row and select Turn on or Turn off.

# Archive a journey

To archive a journey you no longer need, click the three dots menu on the right side of the journey's row and select Archive.

# Viewing journey engagement metrics

# For a single journey campaign

Once you've built and turned on a journey, you'll see a few important engagement metrics displayed on each message tile on the canvas:

• Total sent
• Delivery rate
• Open rate
• Click rate

To see more details, click View analytics. This will take you to the Campaign Analytics page for your selected campaign, where you can see more detailed metrics:

• Delivery
• Engagement
• Audience retention
• Segment analysis
• Time series
• Heatmap
• Locations

# For all journey campaigns

To see how all the campaigns in a journey are performing, click the View insights button at the top of Studio.

This will take you to the Messaging Insights page for all of your journey campaigns.

To learn more about viewing and analyzing journey performance data, see Increasing Engagement in Journeys.