Care Journeys

Care Journeys run a series of steps for a customer automatically — for example a thank-you message after an order, a reminder a few days later and a check-in a few weeks after that. You find them in the menu under "Customer Care" → "Care Journeys".

A journey starts in one of four ways. You enroll customers yourself, an event enrolls them (such as a new order), a date does (birthday or anniversary, a set number of days before or after), or their health score drops below or rises above a value you choose.

In "Care Journeys", tap the round + button and choose "From Template" or "Blank Journey". "Use This Template" copies a ready-made journey that you can then adjust; some templates need a connected WhatsApp.

In the editor you name the journey, choose how it starts and add steps. A step is an action, a waiting time (hours, days or weeks) or a condition that splits the path, for example by number of orders, days since the last purchase, health score, total spent, skin type, WhatsApp consent or email address. Actions can send a WhatsApp message or an email, create a reminder or an appointment, log an activity or notify you. Switch on "Activate after saving" to start the journey right away, or start it later with "Activate".

Customers can only be enrolled in an active journey. Open it and tap "Enroll Customer", or let the journey's start rule enroll them automatically. If a customer is already enrolled, the app tells you.

Tap "Enrollments" in the journey to see everyone in it. Each enrollment is active, paused, completed, failed or unenrolled. Open one to see its step timeline and current step, and to pause or resume it for this customer. You can also pause the whole journey.

Open a journey and tap the chart icon at the top right. The overview shows how many customers were enrolled, how many completed the journey, the completion rate, and how many are still active or dropped out (failed or unenrolled).

Below that you see the revenue and the number of orders these customers placed while they were enrolled (cancelled orders don't count), and a step funnel that shows how many customers reached each step — so you can see where they drop off.