Build a journey
Make a journey, add steps and branches, check it and start it.
A journey is a tree of steps. The first steps run when a person comes in; every other step hangs under a step before it and runs when its trigger happens.
Make a journey
- Go to Journeys and click New journey, or start from Templates (quicker). See Ready-made journeys.
- Give it a name people on your team will understand, such as Thank you after an order.
- Choose Who comes in: an audience, an event in your Ellibo apps, or only people you add. See Who comes in.
- Click Save. The journey is a draft until you start it.
Add steps
Click Add a step at the top of the flow, or the + under any step.
| Step | What it does |
|---|---|
| Sends a designed email. See Email steps. | |
| Text message | Sends a short message through your Twilio account. See SMS and WhatsApp. |
| Sends an approved WhatsApp template. | |
| Wait | Only waits, then lets the person go on. |
| Condition | Checks something and sends the person down the Yes or No path. See Conditions, splits and goals. |
| A/B split | Sends people down two or three paths by the share you choose. |
| Action | Does something: adds a tag, puts them on a list, makes a CRM lead or task, tells your team, calls a webhook, adds points, moves them to another journey or takes them out. |
For each step, choose its trigger - when it runs - and how long to wait. See Steps and timing.
Some steps need a plan: conditions and goals from Standard; text messages, WhatsApp and A/B splits from Professional. A step your plan does not include shows a lock.
Change, copy or delete a step
Click a step to change it. Deleting a step also deletes the steps under it; people already past it keep their history. You can change a running journey: new steps apply to people who reach them from now on.
Check and start
Click Start. If anything is missing - an email without a subject, an SMS step without an account, a start your business no longer has - it is listed so you can fix it first. Starting needs the Manager or Admin role.
- Pause stops steps from running and stops new people coming in. Nobody loses their place; Resume carries on.
- Stop ends the journey for good: everyone still in it is taken out and waiting steps are canceled.
- Copy makes a new draft with the same steps and emails.
Your plan sets how many journeys can be live (running or paused) at once. Drafts and stopped journeys do not count. See Plans and limits.
Before you start
- Test it with yourself first. See Test a journey.
- Check the send window and the limit per person. See Steps and timing.
- Choose a goal if there is one, so people leave as soon as they do what you wanted.