Journey outcomes

Configure alternatives to the default journey ending. Exit the journey based on an event and/or link journeys together so that the end of one journey is the beginning of another

By default, all journey messages are delivered to users who meet the conditions, but you can configure other outcomes:

  • Continuation journey — Users start another journey after all the messages in the current journey are sent.
  • Exit based on event — Users exit the journey when a conversion or cancellation event occurs.
  • Exit based on event, then route to another journey — Users exit the journey when a conversion or cancellation event occurs then continue to another journey.

Exit events

You can configure a user to exit a journey based on these events:

When you add the event, you designate it as Conversion or Cancellation. Both have the same effect on a journey, but the classifications are used for reporting and mapping. This option is disabled if you are using the Inactivity trigger, and the event is instead designated as Reactivation.

Continuation journeys

Continuation, or downstream, journeys can be added in three ways:

For downstream draft journeys:

  • Channel selection is eliminated since your audience is predetermined by the upstream journey.
  • When you are ready to make draft journeys active for your audience, the upstream journey must be started first, then you can start the downstream journey.

Configuration locations

You can configure outcomes in the Journey MapA visualization of journeys and in-app experiences that can be connected to create a continuous user experience. You can also create and edit from the map. or in Journey Settings, with differing support:

OutcomeSettingsMap
Exit based on an event WITHOUT continuing to another journey
Exit based on an event AND continue to another journey12
  1. Supports continuing to a new journey only.
  2. Supports continuing to a new journey, an existing journey, and creating a new journey using a template.

Configuring outcomes in the journey map

You can route users to another journey, with or without an exit event.

Continuation journey only

Route to a downstream journey without an exit event.

  1. Go to Journeys to open the Journey MapA visualization of journeys and in-app experiences that can be connected to create a continuous user experience. You can also create and edit from the map. , and select a journey.

  2. Click When all messages in this journey are delivered…, then set up the downstream journey:

    • Search — Enter the journey name in the search box and select from the results, then click Save.
    • Template — Click a template type.
    • Start from scratch — Enter a name for the journey, then click Continue.

The map will now show the downstream journey, with Journey continuation displayed for their connection.

Event and continuation journey

Route to another journey based on an event. You can set up multiple events.

  1. Go to Journeys to open the Journey MapA visualization of journeys and in-app experiences that can be connected to create a continuous user experience. You can also create and edit from the map. , and select a journey.

  2. Click Custom outcome.

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

    • 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.
    • 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 event properties 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.

         Tip

        You can use file upload to provide multiple values to match against a specified event property’s value. For string properties only.

        For example, for a point-of-sale system that emits events when a sale occurs, an event might have the following data:

        name: "sale-completed"
        properties:
           customer_id: 234234
           store_id: 103843
           region: "northwest-usa"

        To trigger only when sales occur in the regions of northwest-usa and southwest-usa but not midwest-usa or any other region, you would do the following to filter your custom events:

        1. Search for or enter the property name region.
        2. Select operator File upload (is one of).
        3. Upload a .txt file containing values northwest-usa and southwest-usa.

        Provide your values in a line delimited .txt file. Each value must be on a separate line. 100KB maximum file size.

      4. (Optional) Set the maximum age for the events. If an event is received after it is older than a certain age, the automation or journey will not start.

        1. Enable Event Expiration.
        2. Enter a value in minutes, hours, days, months, or years.
  4. (Optional) Check the box to Count as conversion event. Otherwise, it will be considered a cancellation event. This option is disabled if you are using the Inactivity trigger.

  5. Click Save.

  6. Set up the downstream journey:

    • Search — Enter the journey name in the search box and select from the results, then click Save.
    • Template — Click a template type.
    • Start from scratch — Enter a name for the journey, then click Continue.

The map will now show the downstream journey, with its related event displayed for their connection. Repeat to these steps to add multiple custom outcomes.

Configuring outcomes in Journey Settings

You can exit users from the journey based on an event and/or route users to another journey.

Continuation journey only

Route users to a new journey after all messages in this journey are delivered.

  1. Go to Journeys to open the Journey MapA visualization of journeys and in-app experiences that can be connected to create a continuous user experience. You can also create and edit from the map. , and select a journey.
  2. Click Manage.
  3. Click Journey Settings in the header.
  4. Click the Outcomes tab.
  5. Click Add Link  .
  6. 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.
  7. Enter a name for the new journey.
  8. Click Save then Save and continue.

You will return to the Journey ManagerA preview of the messages in a journey, with options for editing and testing, and for running experiments. .

Event and optional continuation journey

  1. Go to Journeys to open the Journey MapA visualization of journeys and in-app experiences that can be connected to create a continuous user experience. You can also create and edit from the map. , and select a journey.

  2. Click Manage.

  3. Click Journey Settings in the header.

  4. Click the Outcomes tab.

  5. Select Add Goal   or Add Event  .

  6. 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 event properties 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.

         Tip

        You can use file upload to provide multiple values to match against a specified event property’s value. For string properties only.

        For example, for a point-of-sale system that emits events when a sale occurs, an event might have the following data:

        name: "sale-completed"
        properties:
           customer_id: 234234
           store_id: 103843
           region: "northwest-usa"

        To trigger only when sales occur in the regions of northwest-usa and southwest-usa but not midwest-usa or any other region, you would do the following to filter your custom events:

        1. Search for or enter the property name region.
        2. Select operator File upload (is one of).
        3. Upload a .txt file containing values northwest-usa and southwest-usa.

        Provide your values in a line delimited .txt file. Each value must be on a separate line. 100KB maximum file size.

      4. (Optional) Set the maximum age for the events. If an event is received after it is older than a certain age, the automation or journey will not start.

        1. Enable Event Expiration.
        2. Enter a value in minutes, hours, days, months, or years.

  7. (Optional) Route users to a new journey when an exit event occurs. Enter a name for the journey.

  8. Click Save then Save and continue.

You will return to the Journey ManagerA preview of the messages in a journey, with options for editing and testing, and for running experiments. .