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Journeys: triggers, waits, If / Else, tags, tasks and goals

Automate what happens after someone enters. Wait, send an email or WhatsApp message, and branch on a reply or a tag. Tag people, give someone a task, and end at your goal.
PLANSEvery plan
Built and tried on our test systems; WhatsApp steps connect once Meta approves SmartMy's Meta app.
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The problem it solves

  • A new enquiry gets a welcome message only when someone remembers to send it.
  • Follow-ups are the same for everyone, whether the person replied or not.
  • People who already bought keep getting "are you still interested" messages.

How it works

  1. Open Marketing > Campaigns > Journeys > New, for example "Welcome new enquiries", and choose the Trigger: who enters.
  2. Set Can Enter Again, the goal (a contact filter, for example "has a sales order") and the sending hours with their Time Zone.
  3. On the Steps tab add the steps in order. Steps: Wait, Send Email, Send WhatsApp, If / Else, Add or Remove a Tag, Task for a Person, Goal, End. Steps inside an If / Else are marked Yes or No.
  4. Press Start. Every 5 minutes each person moves through their steps until a wait, the sending hours or the end.
  5. Follow people on the journey's People tab: the step they are at, the next action and why they left.

Everything it does

Triggers

  • Added by Hand or by Other Features (Add to a Journey, forms, lead ads, reply rules, the API)
  • Contacts Matching a Filter, checked every hour
  • A Tag Given to a Contact, checked every hour
  • Filter and tag triggers find only contacts of the journey's Entity, and shared ones with no Entity outside agency clients
  • First Message on a Channel, on one number or account or any
  • People in a Lead List, including people added later
  • Growth: Something They Bought, Visited a Page, People in a Segment

Steps

  • Wait: an amount of minutes, hours or days
  • Send Email: subject, the email in the designer, In the Same Thread
  • Send WhatsApp: an approved template, and text for the 24-hour window; only to people opted in
  • If / Else on Replied (since entering), Has a Tag, Matches a Filter, or Opted In on WhatsApp
  • Add a Tag, Remove a Tag, Task for a Person (a to-do on the contact), Goal, End
  • Scale: Random Split into paths A to D

Rules of a journey

  • Can Enter Again: Once Only (default), Again After Some Days (30), Every Time
  • Goal Reached When: a contact filter checked every hour; people who match leave as Goal Reached
  • Stop When They Reply: off for most journeys, on for sequences
  • Send on Working Days Only (Monday to Saturday in the code), Send From 9:00 and Send Until 19:00, in the journey's Time Zone
  • Start, Pause, Resume, End; Start needs steps and a template on every WhatsApp step

Following people

  • People tab and Campaigns > People in Journeys: step, next action, entered, why it ended
  • Ends: Finished, Goal Reached, Left, Stopped by an Error
  • Every step is logged: Sent, Skipped, Failed, Yes, No, Done, Waiting
  • An error stops only that person
  • The dashboard shows journeys running and people in journeys

Who uses it

Marketing UserBuilds and starts journeys and follows people in them.
Marketing ManagerEnds and deletes journeys and reads the results.
SalespersonGets the tasks a journey gives.

Where you use it

  • Web: Marketing > Campaigns > Journeys and People in Journeys
  • Web: Contacts > Action > Add to a Journey
  • The SmartMy Marketing app: journeys and sequences with their figures, Pause and Resume; made on the web (in testing, not in the app stores yet)

What you control

Settings

  • Can Enter Again: Once Only; After (Days): 30
  • Sending hours: 9:00 to 19:00, working days only, Time Zone: yours
  • Stop When They Reply: off for journeys

Notifications

  • No event of its own; Task for a Person adds a to-do to that person's activities

Questions

Is there a drag-and-drop canvas?

No. Steps are a list, and the steps of an If / Else are marked Yes or No under it. People come back to the main line after a branch.

Can someone go through a journey twice?

Only if you allow it: Can Enter Again is Once Only to start with, or Again After Some Days, or Every Time.

What is the difference from a sequence?

A sequence is a straight line of messages that stops when the person replies. A journey can branch, tag, set tasks and run to a goal.

Do journeys send at night?

No. Emails and WhatsApp messages wait for the sending hours and working days you set, in the journey's Time Zone.

Related features

OUTREACHEmail sequences over many mailboxes, with tracking and one-click unsubscribeCold and warm outreach as plain, personal emails. Each sequence sends from a pool of your mailboxes, a little at a time. It keeps follow-ups in the same thread and stops for a person when they reply. Every email carries an unsubscribe link and the one-click unsubscribe header.OUTREACHWhatsApp sequences: free text in the 24-hour window, over several numbersPut WhatsApp steps in the same sequence as your emails. Each step sends its approved template, or your own free text when the person wrote in the last 24 hours. New chats can be spread over several numbers within Meta's daily limits.CAMPAIGNSJourneys on purchases: ordered, delivered, paid, buy again, stopped buyingStart a journey from what customers buy: an order confirmed, delivered or paid, or a quotation left open. Or the time to buy again, or no purchase for a while. Sales orders, counter bills and online store orders all count.AUDIENCESegments on fields and behaviourPick people by what they are and what they did. Use tags, lists, consent, emails opened or clicked, chats, broadcasts read, forms sent, pages viewed and purchases. Segments refresh every hour and feed journeys, broadcasts and Meta ad audiences.CAMPAIGNSA/B tests on emails, WhatsApp steps and broadcasts, with the winner sentTry up to five versions of an email, a WhatsApp template or a broadcast. Split people evenly or by shares, or test first and send the winner to everyone after. You get a plain verdict on how sure the result is.CHANNELS AND INBOXDashboards: journeys, outreach and broadcastsSmartMy Marketing opens on a ready dashboard: open, waiting, unassigned and new conversations, journeys running, people in journeys, outreach emails sent and replies. It has charts of emails by result and broadcasts by status. Each number is counted for the person looking.

See your inbox and campaigns on it.

Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.
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