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Building Journeys

Score CRM's journey builder provides a visual drag-and-drop interface for creating automation workflows.

Creating a New Journey​

  1. Navigate to Journeys in the sidebar
  2. Click New Journey
  3. Enter a name for the journey
  4. You're now in the visual flow builder

The Flow Builder​

Journey Builder

The journey builder uses a canvas-based interface where you:

  • Drag step nodes from the sidebar onto the canvas
  • Connect steps by drawing lines between them
  • Configure each step by clicking on it
  • Arrange the layout for clarity

Canvas Controls​

  • Zoom: Scroll wheel or pinch to zoom in/out
  • Pan: Click and drag the background to move the canvas
  • Select: Click a step to select and configure it
  • Delete: Select a step and press Delete or use the delete button
  • Connect: Drag from one step's output handle to another step's input handle

Building a Journey Step by Step​

1. Add an Entry Point​

Every journey starts with an entry trigger. This defines how customers enter the journey:

  • Drag the "Entry" node onto the canvas
  • Configure the trigger type (see Entry Triggers)

2. Add Action Steps​

Add steps that perform actions:

  • Send Email: Deliver an email to the customer
  • Update Contact Field: Change a customer's attribute value
  • Add to List / Remove from List: Manage list membership
  • Fire Webhook: Send data to an external URL

3. Add Decision Points​

Add conditions to branch the flow:

  • Field Condition: Check a customer attribute value
  • Engagement Condition: Check if customer opened/clicked a previous email
  • Segment Condition: Check if customer belongs to a segment
  • Event Condition: Check if a specific event occurred

Each condition creates two output paths: Yes (condition met) and No (condition not met).

4. Add Delays​

Control timing between steps:

  • Fixed Delay: Wait a specific duration (e.g., 3 days, 2 hours)
  • Wait Until Date: Wait until a specific date/time field on the customer
  • Wait for Event: Wait until the customer performs an action (with a timeout)

5. Connect the Flow​

Draw connections between steps to define the path. Rules:

  • Each step can have one input (except entry points which have none)
  • Action steps have one output
  • Condition steps have two outputs (Yes/No)
  • Delay steps have one output (triggered when the delay expires)

6. Add Exit Points​

End the journey with an Exit step, or let customers exit naturally when they reach a dead end (no further connections).

Example: Welcome Series​

Here's how to build a 3-email welcome series:

  1. Entry: Manual enrollment (when customer joins a list)
  2. Send Email: Welcome email
  3. Wait: 2 days
  4. Condition: Did they open the welcome email?
    • Yes path: Send "Getting Started Tips" email
    • No path: Resend welcome email with different subject
  5. Wait: 3 days
  6. Send Email: Feature highlights email
  7. Exit

Saving Your Journey​

The journey builder auto-saves your work as a draft. You can:

  • Save and Continue: Keep editing
  • Publish: Make the journey live (see Publishing & Versions)
  • Close: Return to the journey list (your draft is preserved)

Best Practices​

  • Start simple: Begin with 3-5 steps and expand as needed
  • Name your steps: Give each step a descriptive name for clarity
  • Add delays strategically: Don't send multiple emails on the same day
  • Always include an exit: Make sure every path has a natural endpoint
  • Test before publishing: Enroll a test contact and verify each step
  • Document your logic: Use step names that explain the "why" (e.g., "Wait 3 days for engagement" not "Delay")