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Creating Journeys

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API

  • Starts a journey (PUT) | Stop a journey (PUT)
  • Put a list of customers: by fields (PUT) | by .CSV field (PUT)
  • Sending: All (POST) | List (POST) .CSV file (POST)
  • Journey entity: POST | PUT
  • Journey state entity: POST | PUT | DELETE

Step 1: Create a new Journey

Go to the indigitall Console, click on the Journey tab, then you can create a new journey by either selecting a template (from template) or following the steps to start from scratch (create manually).

new journey

Step 2. Define the audience

When you begin a new Journey, the very first step in the configuration process is giving your strategy a clear identity.

1. Give the Trip a Title Before selecting your audience, you must assign a name to your Journey in the designated text field. While the default placeholder is "New Journey," it is highly recommended to use a descriptive and unique title.

how to start a customer journey

2. Choosing Your Audience

Once you have named your Journey, you can proceed to Step 2 and choose the entry method for your contacts. You can choose from the following six options:

  • All Your Contacts This is the broadest entry method. It automatically enrolls every contact currently stored in your database into the Journey. >> Best for: Global brand announcements, updated terms of service, or general holiday greetings.
  • Client List This allows you to target a specific group by selecting an existing list or uploading a new one (via CSV file). Only the contacts within that specific file or predefined list will be included. >> Best for: Re-engaging past purchasers from a legacy system or targeting a specific list from an offline event.
  • Segment Select a predefined group of users based on shared attributes or past behaviors. This method leverages your existing audience segmentation for precise targeting. >> Best for: Sending a "VIP-only" promotion to users who have a high lifetime value (LTV).
  • Custom Event This is a real-time, behavioral trigger. A user enters the Journey the moment they perform a specific action that you have defined as an "event" within the platform. >> Best for: Abandoned cart recovery (triggered when a user adds an item but doesn't buy) or a Welcome sequence triggered by an app installation.
  • Custom Filter Use this to create a dynamic entry point. Contacts enter the Journey only if they meet specific criteria or "rules" you set during the configuration (e.g., users located in a specific city or those using a specific device). >> Best for: Location-based offers or technical updates for specific OS versions.
  • Date Filter Enroll contacts based on specific calendar events or anniversaries. The Journey triggers when a user’s stored date attribute matches your filter criteria. >> Best for: Birthday rewards, subscription renewal reminders, or membership anniversary celebrations.

Step 3: Audience Segmentation

On the Tools Tab, pulse the Customer Fields to create the appropriate fields associated with your client. They will help you define the filters of the Journey.

Step 4: Sending Messages

Select the type of message you want to send: Push, InApp/InWeb, Mobile Wallet, Email, SMS, WhatsApp and Telegram. In addition, indigitall has developed several AI modules to improve the results.

After the selection, you must to link to the correspondent campaign that previously has been created on the platform.

Step 5: Flow Control

Define different routes for your Journey based on the options that you consider appropriate according to your objectives.

  • FILTER: Choose profile characteristics of the user which are suitable for certain objectives.

  • PUSH EVENTS: Taking decisions based on events (click on a push notification)

  • RANDOM PATHS: Set different journeys for the same objective in order to multiply the
    options according to different types of behavior or profiles.

  • RETARGETING: Drive sales through the remembrance and incentives to buy after an
    abandoned cart. Multiply x25 the success of your campaigns! (Source: indigitall for Retail)

  • DELAY: Schedule your messages following your strategy or attending to past behaviors:
    immediately after the click or after a period of time to choose
    (hours/days/weeks/months/years).

  • WEBHOOK: Customize your messages based on events to communicate with the users
    immediately on their favorite channel.

flow control

Step 7: Validate and Activate

Once you have finished adding all touchpoints to your journey, click Validate to ensure everything is configured correctly, then click** Activate**.

customer journey example

Step 8: Great! The Journey is done

Congratulations! The Journey is done and you can check how to works in real time.

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indigitall coin

Once the journey is done you must to check all statics to detect the click rate or number of leads. Analyse the user behaviour and modify the touchpoints with lowest conversion rate for the ongoing cycle of improvement. Don't get stuck!

Updated 5 days ago