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Journey Steps

Journey steps are the building blocks of your automation workflows. Each step type performs a specific action or makes a decision.

Action Steps​

Send Email​

Sends an email to the customer currently in the journey.

Configuration:

  • Email Subject: The email subject line
  • From Name / From Email: Sender identity
  • HTML Content: The email body (supports merge tags)
  • SMTP Connection: Which provider to use

The email supports all the same merge tags and personalization available in regular campaigns.

Update Contact Field​

Changes a value on the customer's profile.

Configuration:

  • Field: Which field to update (standard or custom)
  • Value: The new value to set

Examples:

  • Set score to score + 10 (increment)
  • Set custom.lifecycle_stage to "active"
  • Set custom.last_journey to the journey name

Add to List​

Adds the customer to a specified list.

Configuration:

  • List: Select the target list

Useful for moving customers between lists based on their journey behavior (e.g., move from "Prospects" to "Active Customers").

Remove from List​

Removes the customer from a specified list.

Configuration:

  • List: Select the list to remove from

Fire Webhook​

Sends an HTTP POST request to an external URL with customer data.

Configuration:

  • URL: The webhook endpoint
  • Payload: Customizable JSON payload with customer data

This enables integrations with external systems like CRMs, analytics platforms, or custom applications.

Exit​

Terminates the customer's journey. The customer is marked as "completed" and (depending on re-entry rules) may or may not be eligible to enter again.

Condition Steps​

All condition steps create a Yes/No branch. The customer follows one path based on whether the condition is true or false.

Field Condition​

Evaluates a customer's profile field.

Configuration:

  • Field: The customer field to check
  • Operator: equals, not equals, contains, greater than, less than, is set, is not set, etc.
  • Value: The comparison value

Examples:

  • country = "US" → Route US customers differently
  • score > 80 → Send VIP content to high-score customers
  • custom.plan_type = "free" → Offer upgrade to free users

Engagement Condition​

Checks whether the customer engaged with a previous email in the journey.

Configuration:

  • Event: opened, clicked, or not opened
  • Step Reference: Which "Send Email" step to check

Example: After sending a promotional email, check if they opened it → send follow-up or reminder accordingly.

Segment Condition​

Checks if the customer currently belongs to a specific segment.

Configuration:

  • Segment: Select the segment to check

Since segments are dynamic, this evaluates in real-time — the customer's current data is checked against the segment rules.

Event Condition​

Checks if a specific email event occurred for the customer.

Configuration:

  • Event Type: opened, clicked, bounced, etc.
  • Campaign (optional): Filter to a specific campaign
  • Time Window: Within the last N hours/days/months

Delay Steps​

Delay steps pause the customer's progression through the journey for a specified period.

Fixed Delay​

Waits a specified amount of time before proceeding.

Configuration:

  • Duration: Number value
  • Unit: minutes, hours, days, weeks

Examples:

  • Wait 3 days after welcome email before follow-up
  • Wait 1 hour after cart abandonment trigger before reminder

Wait Until Date​

Waits until a specific date/time stored in the customer's profile.

Configuration:

  • Date Field: The customer field containing the target date
  • Offset (optional): Before or after the date (e.g., 1 day before)

Examples:

  • Wait until custom.trial_expiry_date minus 3 days → send trial expiry warning
  • Wait until custom.birthday → send birthday email

Wait for Event​

Waits for the customer to perform a specific action, with a timeout.

Configuration:

  • Event Type: The event to wait for (e.g., "clicked")
  • Timeout: Maximum time to wait
  • Timeout Path: Where to send the customer if the event doesn't occur

Example: After sending a promotional email, wait up to 24 hours for a click. If they click → fast-track to purchase path. If timeout → send reminder.

Step Execution Order​

Steps execute sequentially. When a customer reaches a step:

  1. The step's action is performed (or condition evaluated)
  2. The customer advances to the next connected step
  3. If the next step is a delay, the customer waits at that step

Multiple customers can be at different steps in the same journey simultaneously. Each customer's journey state is tracked independently.