Journeys Overview
Journeys are Score CRM's marketing automation engine. They let you create multi-step, conditional workflows that guide customers through personalized experiences based on their behavior and attributes.
What is a Journey?
A journey is a visual automation workflow that consists of connected steps. Customers enter a journey through a trigger and flow through steps sequentially, with conditions determining which path they follow.
Key Concepts
Steps
The building blocks of a journey. Each step performs an action or makes a decision. See Journey Steps for all available step types.
Connections
Lines that connect steps together, defining the flow of the journey. Condition steps have multiple output connections (one per branch).
Entry Triggers
How customers enter the journey. See Entry Triggers for all options.
Exit Rules
Conditions that cause customers to leave the journey early (e.g., unsubscribing, reaching a goal).
Journey States
| State | Description |
|---|---|
| Draft | Journey is being designed. Not active, no customers are enrolled. |
| Published | Journey is live and processing enrolled customers. |
| Paused | Journey is temporarily halted. Enrolled customers remain at their current step. |
| Archived | Journey is deactivated and hidden from the main list. |
Why Use Journeys?
| Use Case | Example |
|---|---|
| Welcome Series | Send a sequence of onboarding emails to new subscribers |
| Re-Engagement | Target inactive users with a series of win-back emails |
| Drip Campaigns | Deliver educational content on a schedule |
| Event Follow-Up | Send different emails based on whether recipients engaged |
| Behavioral Triggers | React to customer actions (opened, clicked, bounced) |
| Data Enrichment | Update customer fields based on journey participation |
Journeys vs. Campaigns
| Feature | Campaign | Journey |
|---|---|---|
| Complexity | Single email send | Multi-step workflow |
| Timing | One-time or scheduled | Ongoing, event-driven |
| Branching | No (except A/B testing) | Yes (conditions, delays) |
| Personalization | Merge tags | Merge tags + conditional paths |
| Best for | Newsletters, announcements | Automation, drip sequences |
Getting Started
- Build your first journey — Visual flow builder walkthrough
- Understand journey steps — All available step types
- Set up entry triggers — How customers enter journeys
- Manage versions — Draft/publish workflow