Create a journey

Use the Journey composer to create a series of messages that are initiated by a single automation trigger. Messages are delivered according to your timing settings, and you can also set conditions that determine the continuation of the series.

 Note

To get started, click   and select Journey. Enter a name for your journey and click Continue.

You will configure the trigger, target (audience), and outcomes before adding messages.

Trigger

Configure the trigger that will initiate your journey.

Target

Enable the channels you want to send the message to. Available channels are based on your trigger.

If your account includes Orchestration, you will not see Target; you will configure channels when you create each message in the journey. Skip to Outcomes.

Outcomes

Configure alternate outcomes to end the journey based on user behaviors, and/or to route users to a downstream journey. After you set up Outcomes, click Save and continue, and follow the steps to Add messages to a journey.

If you do not want to set alternate outcomes, click Skip this step and go to Add messages to a journey now.

Conversion or Cancellation

Conversion and Cancellation events prevent Airship from delivering the remaining messages in a journey. You can also route users to a new journey when the events occur. Conversion and Cancellation have the same effect on a journey, but the classifications are used for reporting and mapping.

You can cancel or convert based on:

  1. Select Add Goal   or Add Event  .

  2. Select Contact association, Tag change, or Custom event.

    • For Tag change:

      1. Search for a tag. If the tag you search for does not appear, click Create [search term] to create a new tag. You can select a tag group filter before or after searching.
      2. (Optional) Click Add Another to add more tags. Airship handles multiple tags as a Boolean OR.
      3. Choose to perform the event when a tag is Added, or Removed.
    • For Custom event:

      1. Search for a custom event, then select an event from the listed results. The search shows events that occurred in the last 30 days. If your event name does not appear in the search results, click Use [search term] to use the event name as typed.

      2. (Optional) Click Add Another to add more events. Airship handles multiple events as a Boolean OR.

      3. (Optional) Filter custom events by value or key/value properties. Filtering events this way can help you more precisely target your audience.
        1. Click ADD PROPERTIES/VALUES for the custom event.

        2. Click Add Property and search for a property, or click Add Event Value.

        3. If applicable, select the operator you want to use to evaluate the value or property.

        4. Enter or select the value you want to filter for.

        5. (Optional) Click   to add an alternative for a filter.

        6. (Optional) Click Add Property or Add Event Value to add more filters.

        7. Select ALL/ANY to determine how to evaluate multiple filters and alternatives within each filter.

          • ALL = all criteria must be met (boolean AND)
          • ANY = any criteria must be met (boolean OR)

        8. Click Save.

         Note

        The filter does not show events and event properties for custom events associated with named usersA customer-provided identifier used for mapping multiple devices and channels to a specific individual. . You can still use events associated with named users as triggers, but you must enter their information manually.

  3. (Optional) Route the user to a new journey when the conversion or cancellation event occurs. See video below: Link journeys together.

    • Airship creates a draft for the added journey.
    • You must configure and start (make active) the added journey before it can be used as a continuation of this journey. See below: Configure an added journey.

    Enter a name for the journey.

  4. Click Save.

Continuation to another journey

Route the user to a new journey after all messages in this journey are delivered. See video below: Link journeys together.

  • Airship creates a draft for the added journey.
  • You must configure and start (make active) the added journey before it can be used as a continuation of this journey. See below: Configure an added journey.
  1. Click Add Link  .
  2. Set the delay period — the time Airship should wait after this journey ends before starting users on the new journey. Enter a value in minutes, hours, or days. The maximum delay period is 90 days.
  3. Enter a name for the new journey.
  4. Click Save.

Configure an added journey

If you chose to route users to a new journey in the Outcomes step of a journey, the added (downstream) journey was saved as a draft.

  • You must configure and start (make active) the added journey before it can be used as a continuation of another journey.
  • You must start (make active) the upstream journey before you can start the added journey.
  1. Go to Journeys and click   for the draft added journey.
  2. Configure the Trigger and Outcomes as you would for a new journey. The Trigger step lists the upstream journey that will initiate the added journey, and the Target step is eliminated since your audience is predetermined by the upstream journey.
  3. Click Save and continue.

Now you can add messages to the added journey. See: Add messages to a journey.

You can link journeys together, so that the end or outcome of one journey is the beginning of another one. For example, if you have a journey trying to excite your audience about an upcoming event, and your audience buys tickets for that event, you might want them to start another journey that provides updates for the upcoming event.

After linking journeys, go to Journeys and click Journey Map to see their relationship. See: Journey Map.