Create a journey

EARLY ACCESS

This page describes how to create a journey, choose an entry point, add elements, validate, and launch.

Start from scratch

To create a new journey:

In the Infobip web interface (opens in a new tab), go to Automation Studio > Journeys.
Select Create journey.
Select Start from Scratch.

Start from Scratch takes you to the page where you need to decide which starting point to use for your correspondence.

Use a template

You can create journeys from templates instead of starting from scratch.

Predefined
Ready-made templates provided by Infobip for common use cases such as welcome messages, appointment reminders, or cart abandonment flows.

Custom
Templates you create to meet specific business needs.

For more information, see Journey templates.

Build

After creating a journey, select an entry point. Review the available entry points and choose the one that matches your scenario.

The selected entry point takes you to the journey canvas.

You can remove the entry point and select a different one. Entry point settings are available in the side panel.

Name the journey and add channel elements to send messages.

Example: Add an SMS element:

Add the SMS element from the element list. Rename the element (Optional). Element names are useful when configuring tracking (for example, using events) or referencing a specific message later in the journey. Renaming is available for all channel elements and the failover element. Configure the sender and message content. (Optional) Configure additional options such as message sending speed.

To remove an element from the canvas, select the connection arrow and then select the delete control.

Build the flow using a combination of channel elements, functions, and IVR.

Additional Options

Select settings at the bottom of the Journey to configure:

How many times a person can enter the journey
Goals to track and measure
Time zone and sending time settings

Use the three-dots menu to save the journey as a template, duplicate it, or delete it.

NOTE

Before adding a customized event, set it up in Customer Profiles.

Validate

Before launching, the platform validates:

Journey name.
Required fields in elements (for example, sender or subject).
Conditions and required values (events, attributes, keywords, and similar).

If validation fails, a notification indicates what needs to be updated.

The exit element is added automatically at the end of each branch.

Launch

After validation, the launch review page shows key configuration details before the journey starts.

The review page shows:

Who can enter the journey (based on the entry conditions).
Whether the same person can enter more than once.
Footer settings (email-specific).

Launch the communication immediately

To start the journey immediately, select Launch now.

You are returned to the Journeys tab. The journey status becomes Active. Select the journey name if you want to view the journey.

Launch the communication later

To launch later, schedule the start date and time:

Exit the launch review page (do not select Launch now).
In Scheduling, use Schedule journey start to set the date and time.

The journey status becomes Scheduled.

Add or remove audience in an active journey

You can add or remove audience in an active journey in the following ways.

You can add or remove audience:

From the profiles section in Customer Profiles.
During profile imports in Customer Profiles.
By updating an active journey in the journey editor and saving changes in the same version.

Guidelines

You can add or remove profiles only when the journey uses the Continuous entry point.

Before a profile is added, Journeys evaluates Frequency cap (re-enter) settings. If a profile is added again, re-enter settings determine whether the profile can enter again.

Example: A profile is in Segment_A and Segment_B. The journey already includes Segment_A. If Segment_B is later added:

If re-enter is disabled, the profile does not enter again.
If re-enter is enabled, the profile can enter again.

When adding audience through the Journey editor, profiles enter immediately after you save changes. When adding audience through Customer Profiles, profiles are added without the need to save these changes in the journey editor. If you remove a tag or segment from the journey, profiles already in the journey are not removed and continue to completion.

Add audience by using the journey editor

In the Infobip Infobip web interface (opens in a new tab), go to Automation Studio > Journeys.
Do one of the following:
- In the Journeys list, select the three dots next to the journey that you want to update and select Add audience to journey.
- Open the journey that you want to update and go to the Continuous element.
Add the audience in the Continuous element.

Remove audience by using the journey editor

In the Infobip web interface (opens in a new tab), go to Automation Studio > Journeys.
Open the journey that you want to update and go to the Continuous element.
Select the delete button next to a specific audience to remove it from the journey.

Create your first journey

The following example creates a simple journey that sends a birthday email and a follow-up SMS.

Log in to your Infobip account.
Go to Automation Studio > Journeys > Create journey > Start from scratch.
Select the Date or Time trigger. This trigger uses the date of birth stored in the person profile.
Select Send Email.
In the side panel enter the required information.
Create your personalized content inside the Design editor.
Add a Wait for an Event element. The event you want to choose here is "Email Link Clicked".
Select how long to wait before sending the next message. For example, wait one day, and then send an SMS with a very special discount code.

For active or completed journeys, analytics show how many end users passed through each element in the flow. To view detailed analytics, select Analyze in the journey editor. For more information, see Performance.

Overview Journey settings