Introduction
Journeys lets you automate conversations with your customers, so you can answer faster and collect valuable customer data along the way. Each automated conversation is called a flow. You can build flows for all kinds of use cases, from welcome and opt-in flows to order updates, FAQs and abandoned cart flows. A flow starts on its own whenever its trigger fires, for example a keyword or a shop event.
Journeys has 4 main sections:
The overview page, where you find, filter and categorize your flows
The canvas, where you build the flow
The flow settings (see the Flow settings article)
The flow analytics
Overview page
The overview shows all your flows in one compact table, so you can see them at a glance and quickly find the right one.
Show all flows, or only Live, Draft or Paused flows
Search for your flow by flow name
Show only the flows with a certain category
Filter by trigger type or editor
Import a flow via Options
Create a new flow
Click the flow name to open it on the canvas
Open the actions menu for a single flow, for example to set its category
Navigating Journeys
Open Journeys in the left menu. The overview page opens in the Flows tab and lists all your automated flows (keyword, webhook and other triggers) in one table.
What each column shows
Each row is one flow. Click the flow name to open it in the flow builder.
Column | What it shows |
Name | The flow name, the channel icon (for example WhatsApp) and the email of the person who created it |
Trigger | What starts the flow, such as Keyword Match or Incoming webhook. For keyword triggers, the keyword is shown underneath (for example STOP) |
Status | Live, Draft or Paused |
Created at | Date and time the flow was created |
Triggered | How many times the flow was started |
Completed | Share of started runs that reached the end of the flow, in % |
Action | The ... menu with actions for this flow |
Finding a flow
Use the bar above the table to narrow down the list. You can combine all of these.
Status buttons: click All, Live, Draft or Paused to show only flows with that status.
Search: type part of a flow name into the search field.
All categories: pick a category to show only the flows that have it. See Organizing flows with categories below.
Filter: filter by trigger type or editor.
At the bottom of the table, choose how many flows to show per page under Records per page and see how many flows match (for example, "1-3 of 3").
Organizing flows with categories
Use categories to keep your flows organized, for example "Welcome Flows", "Order updates" or "Customer service". You can create as many categories as you need. All flows stay in one table, and the All categories dropdown above it shows only the flows of the category you pick.
Create a category
Open the All categories dropdown above the table.
Click + Create New at the bottom of the list.
Enter a name and click Create.
Add a flow to a category
Click the ... menu at the end of the flow's row.
Select Move to Category.
Choose the category.
Show the flows of one category
Open the All categories dropdown.
Select the category. If it doesn't contain any flows yet, you'll see "This category has no flows".
To see all flows again, select All categories.
Rename or delete a category
Open the All categories dropdown.
Click the ... next to it.
Select Rename or Delete.
Creating a flow and more options
Create New (top right) starts a new flow.
Options (next to Create New) opens a menu with Import, where you can import an existing flow file.
The ... menu at the end of each row holds actions for that single flow: Analytics, Info, Settings, Time Machine, Move to Category, Deactivate, Duplicate, Export and Delete.
Canvas
Click a flow name to open it on the canvas, where you build the flow.
Add nodes via the menu
Publish the flow
Access the flow settings
What's next?
Build many types of flows by using the different flow triggers. For example, keyword or message triggers can start opt-in flows. Or connect your shop system and trigger a flow on events like order confirmed, parcel sent or tracking URL changed.
Check out the different flow triggers here: Trigger.
FAQ
Where can I find my categories? Open the All categories dropdown above the table and select a category. The table then shows only the flows with that category.
I can't find a flow. Check that the status filter is set to All, the category is All categories, and no filter is active. Then search by name.