Manage Customer Journeys

Journey Builder’s enables you to efficiently create and track Single Send, Transactional Send, and Multi-Step customer journeys in Marketing Cloud Engagement from a unified workspace.

Single Send journeys: Automate a single batch message to a target audience.

Transactional journeys: Send personalized messages in response to a specific action taken by a contact.

Multi-Step journeys: Automate a responsive, customized series of customer interactions.

Follow these recommendations to get the most out of Journey Builder.

• Keep journeys discrete and focused on a single marketing objective, like welcoming new customers or thanking volunteers for signing up.
• Outline your journey and plan your data and content needs before you create the journey in Journey Builder.
• Start small and build on success. Expand from a single triggered email or message into a short series. Use the simple journey to test your approach and gather baseline metrics before you add complexity. For example, start with a welcome series that includes timed waits. Then when you feel comfortable, add Engagement or Decision Splits.
• Consider not just the length of the journey or time between activities, but also the timing of data activities. Time data updates and automations to avoid conflicts and to ensure that you have the right data when you need it.

• Single Send Journeys
  Single Send journeys enable you to create and manage simple, one-touch customer journeys within the same workspace used for Multi-Step journeys. Define the target audience for the entry source, add existing message content or create a message from scratch, and send or schedule the send for a later date and time. You can also get Einstein’s help to send at the right time and monitor message engagement metrics all within Journey Builder.
• Multi-Step Journeys
  Journey Builder’s Multi-Step journeys enable you to create and manage customer journeys through a series of interactions with your brand. These journeys can include multiple channels and customized journey paths based on customer interactions or attributes.
• Transactional Send Journeys
  Transactional Send journeys enable you to create and manage transactional API messages in the same Journey Builder workspace used to manage Single Send and Multi-Step journeys. This journey type allows non-technical users to configure a Transactional API entry source without assistance from a developer. You can also monitor journey performance, such as error counts and queue depth, from the Journeys Dashboard.
• Journey Templates
  Journey Templates are pre-defined journeys created by Salesforce or other users. Use a template as-is, or modify it to meet your use case.
• Journey Pause
  Pause a running journey to temporarily halt processing contacts and sending messages through the journey. Resume a paused journey to restart processing contacts. Use this feature to temporarily halt sending messages for business reasons or to update content included in a journey. You can also pause a journey to allow a higher priority campaign to run instead, and then resume the journey after that campaign ends.