Create a blank journey

1. From the Navigation toolbar, select Journeys and choose All journeys .
   
2. Click Create journey in the top-right corner.
   
3. Select Blank .
   
4. Give your journey a name for future reference and click Create .
   

Configure trigger

After creating the journey, you will be taken into the journey canvas. First, you will have to configure a trigger. Listed below are the various triggers:

• Form submission trigger: The journey will trigger for sign-ups through the form you select. Drag the trigger component into the canvas and click Select form . Select the intended signup form. It can be a regular form or a pop-up form. 
  

• List entry trigger: The journey will trigger for leads entering the mailing list you select. Drag the trigger component into the canvas and click Select list . Select the intended mailing list.
  

• Open trigger: The journey will be open to leads moved in here by other entities (e.g., other journeys). Drag the trigger component into the canvas and click Configure . You can add leads into journey using an API request.
  

• Field update trigger: The journey will trigger when the field you select is updated. Drag the trigger component into the canvas and click Select field . Select the intended field.
  

• Lead stage movements trigger: The journey will trigger when a lead reaches the stage you specify. Drag the trigger component into the canvas and click Select stage . Select a lead stage from the dropdown box.
  

• Lead score updates trigger: The journey will trigger when a lead meets the scoring criteria you specify. Drag the trigger component into the canvas and click Select score . Provide the score criteria that you want your leads to meet.
  

• Page visit trigger: The journey will trigger when your leads visit your webpage. Drag the trigger component into the canvas and click Select page . Select the intended page from the dropdown box.
  

  Note: You should have added your domain with web assistant and embedded the tracking code in your pages to be listed under this trigger.
  

  
  

• Goal achievement trigger: The journey will trigger on a goal achievement defined under web assistant. Drag the trigger component into the canvas and click Select goal . Select the intended goal from the dropdown box.
  

• Email action trigger: The journey will trigger for leads who received, opened, or clicked the selected campaign, based on the condition you set. Drag the trigger component into the canvas and click Select email . Select the intended campaign.
  

• Date field trigger: The journey will trigger based on the date in the selected date-field. Drag the trigger component into the canvas and click Select field . Select the intended mailing list and date field.
  

• Video click trigger: The journey will trigger when your recipients click to view a video you attach as tags in your email campaign. Drag the trigger component into the canvas and click Select video . Select the intended video tag from the dropdown box.
  

• Attachment download trigger: This journey will trigger when your recipients download attachments you attach with your email campaign. Drag the trigger component into the canvas and click Select file . Select the intended file from the dropdown box.
  

• Tag assigned trigger: The journey will trigger when the tag you select is assigned to leads. Drag the trigger component into the canvas and click Select tag . Select the intended tag.
  

• Tag removed trigger: The journey will trigger when the tag you select is removed from leads. Drag the trigger component into the canvas and click Select tag . Select the intended tag.
  

• Unsubscribes trigger: The journey will trigger for those who unsubscribe from the list you select. Drag the trigger component into the canvas and click Select list . Select the intended mailing list.
  

• Missed goal trigger - Click missed goal from the trigger block. Select a domain for which you've set up goal. The journey will trigger for those who’ve missed the goal.

• Abandoned cart-trigger - Click abandoned cart from the trigger block. Select your store from Zoho Commerce. The journey will trigger for those who abandoned the cart. 

   

Set up process

Build a complete journey for your leads under the process section; create email series, define actions, and set rules to separate paths based on leads' behavior and information.

• Send email
  

  Send an email to your leads when they reach this stage of the journey.
  

  To configure:
  
  1. Drag and drop Send email component from the Process section of the left panel into the canvas.
     
  2. Click Configure in the message block.
     
  3. Add the message's basic info and content.
     
  4. Click Send for review to send your message to our compliance team for review.
     

  Your reviewed message will be sent out as per schedule once you activate the journey. Messages, by default, will be sent one day after the previous action was performed. However, you can edit the message's schedule.
  

• Send survey email
  

  Send survey emails to your leads when they reach this stage of the journey. You should integrate with Zoho Survey to send survey emails.
  

  1. Drag and drop Send survey email component from the Process section of the left panel into the canvas.
     
  2. Click Configure in the message block.
     
  3. Add the message's basic info and content. Make sure to add the survey merge tag in the content. Learn about survey email.
     
  4. Click Send for review to send your message to our compliance team for review.
     

  Your reviewed message will be sent out as per schedule once you activate the journey. Messages, by default, will be sent one day after the previous action was performed. However, you can edit the message's schedule.
  



Creating paths based on email response

You can create separate paths for email opens, unopens, any link clicks and specific link clicks.

To set response:

1. Click the More icon in the message action block.
   
2. Select the responses for which you want to create separate paths. (You can select the "Specific link clicked" response only if there are links in the email content.)
   
3. Click Done .
   

Create action flows for each response.

          

Associating topics with journeys

If you are selecting Send email as a process action, you need to associate a topic with the journey. When leads unsubscribe through the email sent via this journey, they can choose to unsubscribe from the selected topic or from the entire organization.



• Send SMS
  

  Send SMS messages to your leads when they reach this stage of the journey.
  

  1. Drag and drop Send SMS component from the Process section of the left panel into the canvas.
     
  2. Click Configure in the message block.
     
  3. Add the message's basic info and content.
     
  4. Click Send for review to send your message to our compliance team for review.
     

  Your reviewed message will be sent out as per schedule once you activate the journey. Messages, by default, will be sent one day after the previous action was performed. However, you can edit the message's schedule.
  

           

Note

Click here to learn more about integrating with SMS services

• Set reminders
  

  Send your leads reminders when they do not respond to your emails. Following are the different types of reminders:
  

  • To open : When leads who do not open your email
    
  • To click : When leads do not click any links in the email
    
  • To click specific link : When leads do not click a specific link in the email
    
  • To complete survey : When leads don't complete a survey
    
  • Custom : Create your own condition
    

  Click Reminder loops component from the Process section of the left panel and drag and drop the desired loop into the canvas. You will then need to do the following:
  

  1. Connect this component to an email. However, you can only connect the survey reminders to a survey email.
     
  2. Create the reminder emails and set the time period between each email. You can create a maximum of three emails.
     
  3. Define a path for those who match the reminder criteria. As soon as leads match the criteria, they will take this path.
     
  4. Define a path for those who do not match the reminder criteria. Leads who do not match the criteria in spite of your reminder emails will take this path.
     








• AB test
  

  With this component you can AB test two versions of your campaign. Send these two versions to a small group of your leads and decide the winner based on their performance. Once the winning version is decided, it will be sent to the remaining leads.
  

  Drag and drop the AB test component from the process section of the left panel into canvas. Click Configure in the action block. Fill in the following information:
  

  • Size of the test group : Enter the number of leads who should receive these test versions. 50% of the selected number will receive version A and the remaining 50% will receive version B.
    
  • Select how the winner should be decided . You can choose to decide based on open rate or click rate, or decide the winner manually once the test is complete, based on their reports.
    
  • Test duration : Select the time duration for which the test should run. The test will start after the versions have been sent to the selected test group.
    
  • Select which version should be sent in case of uncertainty . The following are the cases of uncertainty:
    
    • When there is a tie after the test
      
    • When a lead reaches this stage after the versions have been sent to the test group and while the test is still running
      

  After the test is complete the winning version will be decided. Leads who enter after the selected test duration will take the path that follows the winning version.
  

• Random split
  

  Split the path of the journey randomly to two group of leads. Drag and drop the Random split component into the canvas. Click Configure and select the percentage for each group. When leads reach this stage, they will be randomly put into each path.
  

• Set conditions
  

  Set conditions based on lead information and behavior and branch out the path. When leads reach this stage in the process they will be checked for whether they meet the criteria or not, and will take the corresponding path.
  

  There are three types of conditions:
  

  • Simple criteria
    

    Set up a criteria based on either lead information or recipient activity. Split the journey here for leads who satisfy the criteria and for those who don't.
    

  • Three way
    

    Segment your leads based on their field value and create separate paths for each segment. You need to provide two different values for the field you select. You will create two paths for these two values and a third path where both these conditions are false.
    

  • Multi way
    

    Segment your leads based on their field value and create separate paths for each segment. You can provide a maximum of six values for the field you select. You will create as many paths for as many values you provide, and another path where all these conditions are false.
    

  Click the Condition component from the Process section of the left panel and drag and drop the desired condition into the canvas and configure it to suit your requirements.
  

          

• Merge
  
  Use this component if you need to merge two or more paths into one.
  
  Drag and drop the Merge component from the Process section of the left panel into the canvas and make the connections as required.
  

  You cannot connect the end node of the merge component with an end-of-journey action.
  





• Assign tags
  

  Assign tags to leads when they reach this stage of the journey.
  

  Drag and drop the Assign tags component from the Process section of the left panel into the canvas. Click Configure in the action block and select your intended tag from the list.
  

  
  

• Remove tags
  

  Remove tags from leads when they reach this stage of the journey.
  

  Drag and drop the Remove tags component from the Process section of the left panel into the canvas. Click Configure in the action block and select your intended tag from the list.
  

  
  

• Add to list
  

  Add leads to a list when they reach this stage of the journey.
  

  Drag and drop the Add to list component from the Process section of the left panel into the canvas. Click Configure in the action block and select your intended mailing list.
  

  
  

• Remove from list
  

  Remove leads from a list when they reach this stage of the journey.
  

  Drag and drop the Remove from list component from the Process section of the left panel into the canvas. Click Configure in the action block and select your intended mailing list.
  

  
  

• Add lead score
  

  Add score to your leads when they reach this stage of the journey.
  

  Drag and drop the Add score component from the Process section of the left panel into the canvas. Click Configure in the action block and select the score to be added.
  

  
  

• Subtract lead score
  

  Subtract score from your leads when they reach this stage of the journey.
  

  Drag and drop the Subtract score component from the Process section of the left panel into the canvas. Click Configure in the action block and select the score to be subtracted.
  

  
  

• Update field
  

  Update the value of your leads' field when they reach this stage of the journey.
  

  Drag and drop the Update field component from the Process section of the left panel into the canvas. Click Configure in the action block and select the intended field and the value to be updated.
  

  
  

• Push to Zoho CRM
  
  Push your leads' data into Zoho CRM when they reach this stage of the journey.
  
  Drag and drop the Push to Zoho CRM component from the Process section of the left panel into the canvas. Click Configure in the action block.
  

  Fill in the following information:
  

  • Select from the following two options: you can either push the Zoho MarketingHub-related information of all leads to Zoho CRM (new records will be created for leads new to Zoho CRM) or update just the data of leads already existing in Zoho CRM (new records will not be created for leads new to Zoho CRM).
    
  • Select the Zoho CRM module that you want to push your leads into.
    
  • Map Zoho MarketingHub fields with the respective Zoho CRM field.
    

  Click Save.
  





• Create task in Zoho CRM
  
  Create tasks in Zoho CRM for leads who've reached this stage.
  
  To create tasks:
  
  1. Drag and drop the Create task in Zoho CRM component from the Process section of the left panel into the canvas.
     
  2. Click Configure in the action block.
     
  3. Select from the following two options: you can either create tasks for all leads entering this component (new records will be created for leads new to Zoho CRM) or create only for leads already existing in Zoho CRM (new records will not be created for leads new to Zoho CRM).
     
  4. Click Map fields and map Zoho MarketingHub fields with Zoho CRM fields.
     
  5. Click Create task .
     
  6. Fill in the following information:
     
     • Subject - Enter your task subject.
       
     • Status - Select the status you want to give your task.
       
     • Priority - Select the priority of the task.
       
     • Owner allocation - Allot owner for tasks being created in CRM. You can select from the following options:
       
       • Assign all tasks to one owner
         
       • Select owner by round robin method for each task
         
  7. Click Save .
     




• Create deal in Zoho CRM
  
  Create deals in Zoho CRM for leads who've reached this stage.
  
  To create deals:
  
  1. Drag and drop the Create deal in Zoho CRM component from the Process section of the left panel into the canvas.
     
  2. Click Configure in the action block.
     
  3. Select your CRM account.
     
  4. Click Create deal .
     
  5. Fill in the following information:
     
     • Deal name - Enter a name for your deal.
       
     • Date model - Choose between static and dynamic date models.
       
     • Stage - Select a deal stage.
       
     • Owner allocation - Allot owner for deals being created in CRM. You can select from the following options:
       
       • Assign to the lead's owner (owner in CRM)
         
       • Assign all tasks to one owner
         
       • Select owner by round robin method for each task
         
  6. Click Save .
     




• Milestone
  

  Set the milestone of your journey with this component. You can view the leads reaching these milestones and analyze the performance of the journey.
  

  Drag and drop the Milestone component into the canvas and make the intended connections.
  

  
  

• Send internal notification-process
  

• Move to end-of-journey
  
  Remove leads from the process and move them to end-of-journey when they reach this stage of the journey.
  
  Drag and drop the Move to end-of-journey component from the Process section of the left panel into the canvas.
  

  
  

• Move to another journey
  
  Move leads to another journey when they reach this stage of the journey.
  
  Drag and drop the Move to another journey component from the Process section of the left panel into the canvas, and select the destination journey. The destination journey should be a journey with an open trigger. An open trigger is not based on any criteria. The journey with an open trigger will be open to leads pushed to it by other entities (e.g., other journey, workflows).
  

  
  

• Exit from journey
  
  Remove leads from the journey when they reach this stage of the journey.
  
  Drag and drop the Exit from journey component from the Process section of the left panel into the canvas.
  

  
  

After configuring the actions to be performed under process, connect the actions in your desired sequence and set the delay between them.

Set delay between process components

The default delay is one day for sending a message and one hour for other actions. However, you can edit the delay to suit your requirements. Mouse over the delay section above the component and click the Edit icon to change the delay. The delay for the first component is based on the trigger. The delay for the other components is based on the previous component.

Configure component skip criteria

Decide who the process actions should or should not be performed for by setting up a criteria based on lead information or recipient activity. The lead that meets the criteria will skip that component and proceed to the next component.

Define end-of-journey actions

• Assign tag
  
• Remove tag
  
• Add to another list
  
• Remove from list
  
• Add lead score
  
• Subtract lead score
  
• Update field
  
• Push to Zoho CRM
  
• Move to another journey
  

After configuring the actions to be performed after process, connect them with each others in your desired sequence and set the delay between them. Note that having end-of-journey actions is not mandatory.

Configure eject criteria

Activate the journey

• Trigger and all components in the canvas should be configured
  
• All components in the canvas should be connected
  
• All end nodes of conditions should be connected
  
• All email content should have been reviewed
  

Setting up a goal

Set up goals to measure the performance of your journey. Analyze the number of interactions it takes your leads to achieve goals. A goal is the journey's ultimate objective. When leads achieve a goal they will be removed from the journey.

To set up a goal:

1. From the Navigation toolbar, select Journey and choose All journeys.
   
2. Select the journey for which you want to set goal.
   
3. Click Set goal from the detail view.
   
4. Fill in the following information:
   
   • Enter a name for your goal.
     
   • Set the time period within which the leads should meet the goal criteria. Only when leads meet this criteria within the set time, they will be considered as goal achievers and will be removed from the journey.
     
   • Set expected goal achievers to analyze your journey's performance. You can set this in percentage or in lead count.
     
   • Set the goal criteria based on lead information and activities.
     
5. Click Save
   

To edit a goal:

1. From the Navigation toolbar, select Journey and choose All journeys .
   
2. Select the intended journey from the list view.
   
3. Click View goal from the detail view.
   
4. Make the necessary changes and click Save .