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Setting Up Your Journeys

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Peter Watt
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To create a new Journey, navigate to the Journeys tab from the main menu. You will be presented with two options.

Drafts are where your inactive Journeys are stored. Once you turn the Journey on, it will show up in the Active Journeys page. Click "Create New Journey" to begin creating a Journey.

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Creating Your Journeys

Once you start creating a new Journey, you will be prompted to put in some basic information about the Journey.

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Journey Begins When

There will be 3 options for when a Journey should begin:

  • Manually Started- this means that Accounts will not enter the Journey until you specifically designate them to be in that Journey
  • Segment Criteria Is Met- Addition to a Journey is based off of a segment. There will be 3 options:
    • Enters- An Account will enter the Journey when it enters the selected segment
    • Is In- Any Account in a segment will be entered into the Journey
    • Exits- The Journey begins when an Account exits the selected segment
    • When Another Journey Completes- Have your Journeys work together by initiating a new Journey when one Journey completes.

Note: These distinctions are important. For example, if you set up the criteria to be when an account "Enters" a segment, this will not include accounts already in that segment before the Journey is created. Think about each of these options carefully to determine which one works best for your use case.

 If you are setting Journey Beginning automatically (not manual entry/exit) there will be a check box that looks like this: 
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Check this box if you want to also be able to add Accounts to the Journey manually, in addition to the automation you have set up.

Allow Re-Entry

Toggling this option will allow accounts to re-enter the Journey after a set amount of time.

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Re-Entry allowed again in

If Re-Entry is selected, this setting will determine how many days or months must pass after an account enters the Journey until it is allowed to enter again.

Cap the number of times an account can go through the Journey

Toggling this option will allow you to set a maximum number of times that an account can go through the Journey, which is then specified in the Max times through Journey box.

IMPORTANT

If Re-Entry is currently on or has been on in the past, the Journey Report will show ALL activity/history for the Journey. In other words, if an account has gone through the Journey multiple times, the numbers and charts within the report will reflect EACH pass (and all passes) through the Journey.

Journey Completes When

There will be 3 options for when a Journey should complete:

  • Manually Completed- This means that Accounts will not leave the Journey until you remove them from the journey.
  • Automatically When All Milestones Complete-Milestones are achievements and tasks that are completed by an Account throughout the Journey. An Account can complete a Journey when all Milestones are marked as completed.
  • Segment Criteria Is Met- Addition to a Journey is based off of a segment. There will be 3 options:
    • Enters- An Account will exit the Journey when it enters the selected segment
    • Is In- Any Account in a segment will complete the Journey
    • Exits- The Journey ends when an Account exits the selected segment

Journey Should Take

This is where you enter in the the expected amount of time that it should take to complete your Journey. For example, Onboarding should be completed within 90 days, etc.

Progress Scale

There are 3 statuses an Account can be in a journey: On Track (Green), Behind (Yellow), or Stuck (Red). Here you can set the parameters for what designates these different statuses.  This will also allow you to create Account Segments, Alerts, and to run Plays based on where someone is in their Journey. So if Onboarding is supposed to take 90 Days, 0-90 Days might be On Track, 90-120 might be Behind, and anything over 120 would be considered Stuck

Allow Journey Failure

Toggling this option will allow the ability to fail Journeys for Accounts. Journey failure will remove the Account from a Journey, as well as disassociating it from any tasks or achievements created from the Journey’s milestones. The history of being in the journey will be maintained after failure, so all information on completed milestones, tasks and achievements will remain.

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Journey Fails When

There are 2 ways that a Journey can be failed.

  • Manually failed- Accounts must be failed manually by a CZ user
  • Segment criteria is met- Accounts are set to fail Journeys based off of a segment. There are 3 options:
    • Enters- An Account will fail the Journey when it enters the selected segment
    • Is In- Any Account in the segment will fail the Journey
    • Exits- An Account fails the Journey when it exits the selected segment
    • Fail with reason- Sets the reason for the Account failing its Journey. This reason is applied automatically for all Accounts that fail their Journey due to segment criteria.

Allow multiple failure reasons- Toggling this option allows you to select more than one failure reason for Journey failures.

Reasons for Failure- You can enter multiple reasons for failure to describe why an Account has failed its Journey. You can also change the order that these reasons appear in the Reasons for Failure dropdown.

Additional Comments- You can leave additional comments to provide details about the Journey failure

  • Yes, but optional- Comments can be included, but they are not required
  • Yes, and required- Comments are required when a Journey is failed
  • No- The additional comments field will not appear failing a Journey

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