Journeys
Journeys that start when a guest does something
Automations that start when a guest joins your WiFi, buys, books or checks out, wait for their next move and send emails, texts or offers along the way. Edit a live journey and nobody already in it is moved.
What can start a journey?
Things guests do, and dates that matter to them. The builder has 22 triggers: a journey can start when a guest joins your WiFi, makes a purchase, completes a booking or checks out of a stay, on a birthday or anniversary, or from an offer, form, tag, property, segment or API call. Each trigger takes an entry filter written like a segment, and a journey can have several triggers.
- Joins the WiFi
- Makes a purchase, with an optional venue and minimum spend
- Completes a booking
- Checks out of a stay
- Redeems an offer, or is issued a voucher
- Submits a form
- Has a tag added or removed, or a property changed
- Joins or leaves a segment
- Birthday, anniversary, sign-up anniversary or a set date
- An API call
- Before launch, for triggers that read guest activity such as a purchase or a booking, an estimate of how many guests a week would have started it, from the last 30 days
What can a journey wait for?
The guest's next move. A journey can wait up to 90 days for a visit, a redemption, a purchase, a booking, an open or a click, with one path for "did it" and one for "ran out of time". Only the guest's own actions count: machine opens and opt-ins made by staff do not. Exit goals stop the journey early, for example as soon as the guest redeems or books.
- Wait for a visit, redemption, purchase, booking, open or click
- Waits of up to 90 days, with a path for each outcome
- Up to 10 exit goals, such as stopping when a guest redeems or books
What can each step of a journey do?
Send an email or a text, add or remove tags, update a property, issue an offer, alert your team or post the guest's details to your own system through a signed webhook. The opt-in check on every message step cannot be removed, and an email opt-in is never read as consent to text.
- Send an email
- Send a text
- Add or remove tags
- Update a property
- Issue an offer, reusing a live code rather than doubling it
- Alert 1 to 20 team members in the app, and by email if you choose
- Post up to 30 fields to your own endpoint through a signed webhook
Can I test one path against another?
Yes. A split sends guests down two to five paths in shares you set, and each guest always takes the same path. Wire one path to the end and it becomes a held-back group, so the other paths have a baseline to beat. A path's rate shows once 100 people have taken it and 10 have met the goal, and a leader is called only when the 95% range on its lead clears zero.
- Splits into two to five paths, with each guest always on the same one
- A path wired to the end acts as a held-back group
What happens if I edit a journey that is already running?
Every activation is a numbered version. Guests already inside finish on the version they joined, including the email they were due, and new guests get the new one. Before you publish, a review screen shows what changed, how many people sit at each changed step and which other live journeys the change could set off. If publishing fails, the live version stays live.
- Edit a live journey: guests already in it finish on their version
- Loop protection: journeys that could start each other are flagged, and one guest can enter a journey from an activity at most 10 times in 24 hours
Questions
How long can a journey wait?
Up to 90 days for each wait, and a journey can hold up to 10 waits.
Will importing old orders send "thanks for your visit" emails?
No. Activity older than 24 hours, or a connector's history load, never starts a journey, so connecting a till with two years of orders does not send two years of thank-you emails. The history still shows on each guest's timeline.
Set up your first journey
The free plan is listed at 500 credits a month, with unlimited* contacts and no card needed.