Create a Customer Journey

A Customer Journey turns a repeatable customer process into a path your team can follow from the opening stage to the last. Choose which records can take part, map the stages, and decide whether each move happens manually or automatically.

Create the Journey

  1. Go to Operations > Customer Journeys.
  2. Click New.
  3. Enter a Journey name and an optional Description.
  4. Choose the Object type the Journey will use: Accounts or Opportunities.

  5. Choose a Segment. You can use a saved Segment or include all records for the selected object type.

    Use a Segment to choose which records can enter the Journey. Once a record has entered, it stays in the Journey even if it later leaves the Segment.

    Journey Basics with a name, description, object type, and Segment selected
  6. Click Next: Stage source.

  7. Choose where the Journey gets its stages:

    • Managed stages lets you create and name the stages in the Journey. Unison uses a dedicated stage field for the Journey.
    • Existing picklist uses the values from an existing single select field. Those values become the stage names and stay synchronized with the field.
    Managed stages and Existing picklist options
  8. Click Next: Stages.
  9. Click Add New Stage for each stage in the process.
  10. Give each stage a name and an optional description. Choose a different color for each stage so the sequence is easy to scan.

  11. Arrange the stages in the order records should move through them. The final stage is the end stage.

    A three stage Journey with a different color for each stage
  12. Choose how records move out of each stage:
    • Manual keeps records in the stage until someone moves them.
    • Criteria met moves records when they meet the criteria you set.
    • Duration moves records after they have spent the specified time in the stage.
    • Either moves records when they meet the criteria or reach the time limit, whichever happens first.

  13. For a stage that advances automatically, you can select Stage plays to start when a record enters. The record must also meet the Play's eligibility rules.

    The Duration advance rule and Stage plays control for the Adoption stage
    Criteria and duration rules are checked in the background, so a record may not move the instant it qualifies.
  14. Click Next: Review & publish.

  15. Review the object type, Segment, stage source, stage order, and advance rules.

    Review and Publish showing the Journey and its stage sequence
  16. Choose what to do next:
    • Click Save Draft to finish the Journey later.
    • Click Publish journey to make the Journey active.
After you publish, you can still update stage details, advance rules, settings, and Stage plays. You cannot add, remove, or reorder stages.

What Happens After Publishing

Publishing makes the Journey active and ready for eligible records. To add a record, set its Journey stage field to one of the Journey stages. You can update the field on the record's profile or with a Workflow action.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request