Customer Journeys give your team a clear, shared way to guide Accounts or Opportunities through a standardized process. You choose who can take part and map the stages from start to finish. Once a record enters, your team can see where it stands and help it move forward.
How Customer Journeys Work
Each Journey defines the type of record you are guiding and who can take part. It also maps the stages those records move through.
| Journey Element | What it controls |
|---|---|
| Object type | Whether the Journey follows Accounts or Opportunities. |
| Segment | Which records can take part. Choose a saved Segment, All Accounts, or All Opportunities. |
| Stage field | Where the current stage is stored. Create a managed field or use an existing picklist. |
| Stages | The steps records move through, in the order you set. The last one is the end stage. |
| Advance rule | What must happen before a record moves to the next stage. |
| Stage plays | Enabled workflows that can start when a record enters the stage. The record must also meet the workflow's eligibility rules. |
Understand Eligibility and Membership
Use a Segment to choose which records can take part in a Journey. Matching the Segment makes a record eligible, but it still needs a stage before it appears in the Journey.
- Add a record to a Journey by setting its stage field to one of the Journey stages. Update the field manually from the record's profile or with a Workflow action.
- An eligible Account added manually starts in the first stage.
- Choosing All Accounts or All Opportunities makes every record of that type eligible.
- Once an Account or Opportunity enters a Journey, it stays in the Journey even if its Segment membership changes.
Understand Stages and Movement
A record moves through stages in the order you define. When it reaches the end stage, its Journey is complete.
| Advance Rule | How it works |
|---|---|
| Manual | The record stays in the stage until someone moves it. |
| Criteria met | The record advances when its field values meet all or any of the criteria you set. |
| Duration | The record advances after the amount of time you set for the stage. |
| Either | The record advances when it meets the criteria or reaches the time limit, whichever happens first. |
A record may not move the moment it meets an advance rule. Unison checks the rule, then moves the record forward.
Journey history shows how long a record spent in each stage. If the record leaves and later enters again, Unison starts a new history entry.
Understand Journey States
A Journey can be Draft, Active, or Archived. Its current state determines whether records can enter and what admins can change.
| Status | What it means |
|---|---|
| Draft | The Journey is saved but not active. Admins can change its audience, stage source, and stage structure. |
| Active | The Journey is published and ready for eligible records. Admins can still update stage details, advance rules, settings, and stage plays. They cannot add, remove, or reorder stages. |
| Archived | The Journey is read only. New records cannot enter, records stop moving automatically, and Journey history remains available. |
Find Customer Journeys
Use different parts of Unison to build a Journey and follow the records in it.
| Location | Use it to |
|---|---|
| Operations > Customer Journeys | Create, publish, edit, or archive a Journey. |
| Customer Intelligence > Customer Journeys | See how active Account Journeys are progressing, including stage distribution, completion, revenue, and time in stage. |
| Account Profile > Strategy > Journeys | See the Account's current Journeys, stage history, time in each stage, and movement controls. |
| Opportunity Profile | See the default Opportunity Journey and move the Opportunity through its stages. |
FAQs
Does publishing add every record that matches the Segment?
No. Publishing makes the Journey active, but a matching record still needs to be added manually or assigned one of the Journey stages.
When is a Journey complete for a record?
A record completes the Journey when it reaches the end stage.
Can I change the stage order after publishing?
No. Once a Journey is Active, you cannot add, remove, or reorder stages. You can still update stage details, advance rules, settings, and stage plays.
Do Customer Journeys support Opportunities?
Yes. You can create a Journey for Opportunities and see the default Journey on an Opportunity Profile. The Customer Journeys report currently covers Account Journeys.