Charles

Build smarter journeys, step by step—design, test, optimize and automate flows to guide customers from hello to checkout.

Automate flows

Journeys

Learn how to get started using Journeys to automate your WhatsApp marketing and service conversations.

Getting started with Journeys

Everything you need to know to build your first flow!

Navigate the flow canvas

The **catch-all trigger** gives you another, more automated, option for responding to customers.

Catch-all trigger

Discover what settings are available within your flows.

Flow settings

Track your flow performance, interactions and revenue to continually optimize your flows.

Journeys analytics

Storing responses of your customers

Getting Started

Journeys overview

Customer Intents

Playbook: Growing your subscriber base with intents

Playbook: Stay GDPR Compliant with Intents

Automate conversations and campaigns, while collecting more customer data.

Learn about each node, how to use it and what’s possible.

Journey nodes glossary

Every flow starts with a trigger. Here we’ll outline how each one works.

Journeys > Triggers

The send message node is a templated message and can only be sent within the 24-hour message window.

Journeys > Send message

The Send update node lets you send an update template message.

Journeys > Send update

Add tags across the flow which you can used later on to segment your audiences for future flows and campaigns.

Journeys > Manage tags

The condition node is a powerful tool to segment the customers going through your flow based on specific criteria.

Journeys > Condition node

Add a time delay between messages to humanize the flow or reactivate customers after purchasing - days, weeks or even months later.

Journeys > Wait/delay Node

Easily connect your flow with external APIs.

Journeys > Outgoing webhook node

Trigger other message-trigger flows based on your customers actions.

Journeys > Trigger flow node

Keen to start experimenting with your flows? The Random split node lets you do just that.

Journeys > Random split

The Define Variable Node lets you create custom variable with incoming data payloads using Shopify's Liquid Template Language

Journeys > Define Variable Node

Learn how to update profiles with the update contact node in Journeys

Journeys > Update contact node

How journeys are built: Node glossary

Create a personalised journey to remind customers about their abandoned cart.

Abandoned Cart Journey

Learn tips and tricks for crafting the perfect customer journey 🚀

Best Practice: Journeys

Use our templates to get started automating your WhatsApp flows.

Flow templates

An alternative to the Out of Office, the Catch-all trigger gives you another, more automated, option for responding to customers.

Catch-all flow

WhatsApp is the perfect channel for winning back abandoned carts. Leverage conditional rules, dynamic urls to create FOMO & save the cart.

Abandoned cart flow (Shopify)

With the global opt-out flow, customers can message you keywords (like STOP) and be unsubscribed from all opt-ins.

Global opt-out flow

Learn about customers while they're opting in, so you can send more relevant messages later on - by asking questions and storing the answer.

Sign up/opt-in flows

Use the Order confirmed Trigger to start a post-purchase flow to retain new customers and generate ongoing revenue.

Post purchase flows

Tracking update flows

Parcel sent & Tracking URL update

Journey Templates

Learn about customers while they're opting in – so you can send more relevant messages later on, by asking questions and storing the answer.

Sign-up flows

Keep the relationship going after purchase with WhatsApp and Journeys.

Transactional flows

Use Journeys for retention and generating ongoing revenue.

Retention and revenue flows

Inspiration > Getting an opt-in

Re-opt-in after rejection

Collecting user data (post signup)

Collecting email addresses

Discount reminder (post signup)

Order confirmation

Collecting user data (post order)

Double opt-in (post order)

Upselling

Loyalty program

Order reminder

VIP customers

Brand/product introduction

Cross-selling

Repurchase discount

Step-by-step instructions on how to create campaign A/B test in charles.

How to Create a Campaign A/B Test in charles

Learn about the newly introduced controls for customers and how to handle it as a business.

Understanding User Preferences for WhatsApp Marketing Messages

Learn how to view the performance of your Meta ads and how WhatsApp activity is automatically connected to your CTWA ads in the background.

Meta Ads Insights

Inspiration: Journeys

Zapier is a popular way to automate tasks through customized workflows.

Using webhooks with Zapier

With the Incoming webhook trigger, you can trigger a Journey anytime using a generated API endpoint (REST URL) and a specific payload (data)

Journeys > Incoming webhook trigger

Connect your store & add dynamic tracking parameters to your CTA buttons. Use a dynamic CTA to share tracking URLs, track clicks, and more.

Dynamic CTA buttons

When customers contact you for the first time on WhatsApp, it’s crucial for you to use this opportunity to collect as much info as possible.

Storing customer responses

API Document - Journey trigger

How to Set Up a charles x Karla Flow

Email validation in charles

Turn window shoppers into customers with personalised WhatsApp messages that bring them back to complete their purchase

Use case: Browse Abandonment

Discover how to unlock value through WhatsApp automation with Journeys.

Advanced Journeys

Find answers and get help from Intercom Support and Community Experts

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