Care Journeys

Care Journeys are automated workflows that guide your customer interactions over time. Each journey defines a sequence of touchpoints — such as messages, reminders, or offers — that are triggered at specific intervals after a customer is enrolled.

Journeys help you maintain consistent follow-up with customers without manual effort, improving retention and engagement.

You can create a journey from scratch using the Blank Journey option, or start from a pre-built template. The journey builder lets you define each step in the workflow, including the action type, timing (delay between steps), and conditions.

Steps can include sending WhatsApp messages, creating reminders, or offering promotions. You can also add branching conditions to personalize the journey based on customer behavior.

Once a journey is activated, you can enroll customers into it. Each enrollment creates a journey instance that tracks the customer's progress through the workflow steps.

The Instances screen shows all active enrollments with their current step and status (activated, paused, completed, or failed). You can pause or resume individual enrollments as needed.

Journey Analytics show how your automated workflows are performing. You can see metrics like total enrollments, completion rates, drop-off points, and the effectiveness of each step.

This helps you identify which journeys drive the best customer engagement and where to optimize your workflows for better results.