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 published journey are performing, open the journey in Studio and click the View insights button at the top of the page.
Or go to the Journeys page and find the journey you're interested in. Click the arrow to expand the details about the journey, and click View insights.
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.
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