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Journeys — Automated Email Sequences

A journey is an automated sequence of emails, delays, and decisions that runs on autopilot. You design it once, and Score CRM sends the right email to the right person at the right time — without you lifting a finger.

Think of it as a flowchart for your email marketing:

A new subscriber joins your list → they get a welcome email → 3 days later, if they opened it, they get a tips email → if they didn't, they get a gentle reminder.

That's a journey. You build it visually, publish it, and it runs 24/7.

When to Use a Journey (vs. a Campaign)​

ScenarioUse a...Why
Weekly newsletterCampaignOne-time send to everyone at once
Product launch announcementCampaignSingle blast, no follow-up logic needed
Welcome series for new subscribersJourneyMulti-email sequence triggered by a sign-up
Re-engage people who stopped openingJourneyBehavior-based — only targets inactive contacts
Drip educational content over 2 weeksJourneyTimed sequence with delays between emails
Different emails based on what people clickedJourneyNeeds branching logic

Rule of thumb: If it's one email to many people → Campaign. If it's a sequence that reacts to behavior → Journey.

What Can a Journey Do?​

Here's a quick look at the building blocks available in the journey builder:

Send Stuff​

  • Send Email — deliver an email with full personalization and merge tags
  • Fire Webhook — notify an external system (your CRM, Slack, etc.)

Make Decisions​

  • Condition — check a contact field (e.g., country = "US")
  • Email Engagement — did they open or click a previous email in this journey?
  • Segment Check — are they currently in a specific segment?
  • Event Condition — did they trigger a specific email event recently?

Control Timing​

  • Wait — pause for a set time (e.g., 3 days)
  • Wait Until — pause until a date stored on the contact (e.g., trial expiry)
  • Wait for Event — pause until the contact does something (with a timeout)

Manage Contacts​

  • Update Field — change a value on their profile (e.g., set lifecycle stage)
  • Add to List / Remove from List — move contacts between lists based on behavior

Real-World Examples​

Welcome Series​

New subscriber joins → Welcome email → Wait 2 days → Did they open? → Yes: send tips → No: resend with different subject → Wait 3 days → Feature highlights → Exit

Cart Abandonment​

Contact added to "Abandoned Cart" list → Wait 1 hour → Reminder email → Wait 1 day → Did they click? → Yes: exit (they came back) → No: send discount offer → Exit

Re-Engagement​

Contact enters from "Inactive 30 Days" segment → "We miss you" email → Wait 3 days → Opened? → Yes: move to "Re-engaged" list → No: "Last chance" email → Wait 5 days → Still no open? → Remove from active list

Journey Lifecycle​

Every journey goes through these states:

StateWhat's Happening
DraftYou're building it. No contacts are flowing through yet.
PublishedIt's live. Contacts enter automatically based on your trigger.
PausedTemporarily stopped. Contacts stay where they are, nothing moves.
ArchivedRetired. Hidden from the main list.

What's Next​

Ready to build? Start with Building Your First Journey for a hands-on walkthrough.