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Journeys overview

Overview

Ortto’s Journey campaigns feature allows users to configure a complex flow of actions that can send email messages, SMS messages, and more to their customers either immediately or scheduled for a later point in time.

NOTE: Journeys are accessible across all Ortto plans with limits varying per plan level.

Accessing journeys

To access journeys, go to Marketing > Campaigns > New Campaign > Journey.

Managing journeys

Journeys allow users to:

Journey limits

Journey limits per plan level:

  • Professional: 50 active journeys.
  • Business: 100 active journeys.
  • Enterprise: 200 active journeys.

Create a journey

To start a journey campaign:

  1. Navigate to the Campaigns page and click on New campaign.
  2. Select Journey.
  3. Select a Template or start from scratch.
  4. Name your journey and optionally place it in a folder.
  5. Select OK to proceed.
  6. Follow the steps in the wizard to complete your journey campaign setup. Each page of the wizard will guide you through the process.

TIP: It's recommended to give each journey a unique name to facilitate future filtering and reporting.

Journey templates

Ortto’s Templates allow users to use and create a variety of resources to easily capture and visualize data, and communicate with their customers.

Journey preview

The Journey preview page displays current settings, exit criteria, messages, recipients, reports, and activity for your journey.

Set an entry criteria

After configuring your journey setup, the next step is selecting Entry criteria. You have several options to choose from:

  • Matching a filter.
  • Adding to an audience.
  • Submitting a form or survey.
  • Specific activity occurring.
  • Having a specific tag.
  • Approaching a renewal date.
  • Anniversary of a date.
  • Recurring day.

If you prefer not to choose now or want to return later, simply click Edit.

Journey shapes

The shapes available to build your journey are described below.

NOTE:

  • The maximum amount of shapes you can add to a journey is 100.
  • Including a maximum of 20 Filter shapes.

To add a shape to a journey select Edit on the overview page then select the + button.

Example of where to open the journey builder.

Choose from the relevant shapes:

Email

The Email feature lets users send communications to their contacts based on specific actions, delays, conditions, or filters.

SMS

The SMS feature lets users send communications to their contacts based on specific actions, delays, conditions, or filters.

Push notification

The Push notification feature lets users send communications to their contacts based on specific actions, delays, conditions, or filters.

Widget

Capture widgets will appear for people when they reach the widget shape in the journey (and they view a web page on which the widget is set to display, as an identified contact).

Action

Choose from system actions or actions associated with a data source, such as Salesforce.

Delay

The delay shape enables you to have contacts wait for a pre-defined amount of time, a specific time or a dynamic date.

Condition

Split the journey with a true/false, multi-path, or time condition.

Filter

Wait until they match a filter. Choose from suggested conditions or from the full list of available conditions under Start from scratch.

Split

Split the journey with percentages, determine how many people follow the subsequent left or right paths of the journey.

Managing journey shapes and paths

While in the journey editor, click the ... icon next to each shape to access its options. The available options will vary depending on the shape. For instance, options for an Email shape may include:

  • View.
  • Rename.
  • Edit.
  • Switch ON.
  • Duplicate.
  • Replace asset.
  • Move.
  • Copy link.
  • Send Test.
  • Download HTML.
  • Remove.

Join paths

Connect to path: This allows you to connect a path within the same group of paths immediately following a shape such as a Condition or Split.

Jump to shape: This allows you to connect the path to any other shape in the journey (except the shape immediately preceding the jump).

Switching a journey on and off

Switching a journey off means it will pause people at the stage in the journey they are at.

To switch a journey ON:

  1. In the journey panel, click OFF.
  2. Confirm by clicking OK to allow contacts to enter the journey.
  3. A confirmation message will appear at the top of the screen indicating the journey is now on.

To switch a journey OFF:

  1. In the journey panel, click ON.
  2. A countdown timer will appear, giving 3 seconds to cancel.
  3. If not canceled, a confirmation message will show that the journey is now off.

Troubleshooting journeys

Find answers to issues you may encounter when building your journey campaign, and tips for resolving the issues.

Learn more about Troubleshooting journeys.