Types of pre-designed journeys

There are eight types of pre-designed journeys, each having a specific application.

• On form submission
  
  This journey initiates whenever there is a sign up via the signup form associated with it. You can schedule a series of messages to be sent to the newly signed up leads.
  
  For example, you can schedule the first message to be sent immediately after the lead joins the mailing list (like a welcome message), the next message of the series to be sent two days later, and so on.
  

• Date-field
  

  This journey triggers based on the date in the date field that you associate with it. You can create and schedule messages to be sent before, on, and after the date in the date field.
  

  For example, you can send your leads birthday messages or send them gift coupons a week before their wedding anniversary.
  

  
  

• To definite group
  

  This journey triggers to a fixed group of leads who enter the associated mailing list before the time you specify. After this date and time, no new leads will enter the journey, even if there is an entry to the associated list. You can schedule the messages based on the date you decide to freeze your list on.
  

• Re-engagement series
  

  Trigger this journey based on your leads' response to your email campaign. You can select a regular email campaign, autoresponder, or journey message that has been sent, and create separate series for email un-opens, opens, and link clicks.
  

• Smart series
  

  This journey will trigger to all the leads in the associated list at the specified interval. However, when new leads enter after the journey's activation, they will not start from the beginning of the journey. The action scheduled after the date and time of their entry will be performed for them. The older messages can be sent as archive links.
  

• On list entry
  

  This journey triggers whenever a lead joins the mailing list associated with it. The list entry can be through any signup form associated with the mailing list, manual addition of leads, or importing leads from Zoho CRM or via any other integration. The journey will trigger for the leads as soon as they enter the mailing list.
  

• Survey
  

  Send survey emails to leads who join your list and perform specific actions based on their response. Integrate with Zoho Survey so you can fetch your survey and send them to your leads as and when they join your mailing list. You can also choose to send a survey to your existing leads as well.
  

• Event-based
  

  This journey triggers based on the event you've created with Eventbrite. Integrate your Eventbrite account with Zoho MarketingHub and fetch your event to send promotional, informational, and after-event message series.
  

Create a pre-designed journey

1. From the Navigation toolbar, select Journeys and choose All journeys .
   
2. Click Create journey in the top-right corner.
   
3. Select Pre-designed journey templates .
   
4. Mouse over the pre-designed journey you want to create and click Create .
   
5. Give your journey a name for future reference and click Create .
   

Configure trigger

After giving a name to your journey you will be taken to the canvas. In a pre-designed journey, the trigger type is already defined, you will just have to configure the trigger. To configure the trigger:

• For On form submission journey, click Select form from the trigger block. Select the intended signup. The journey will trigger for leads who sign up through this form.
  
• For Date-field journey, click Select field from the trigger block. Select the intended mailing list and date field. The journey will trigger based on the date in the selected date field.
  
• For To definite group journey, click Select list from the trigger block. Select the intended mailing list. The journey will trigger for leads who entered the mailing list before the date of activation of the journey.
  
• For Re-engagement series , click Select campaign from the trigger block. Select the intended email campaign. The journey will trigger for leads who received, opened or clicked the email campaign, based on the condition you set.
  
• For Smart series journey, click Select list from the trigger block. Select the intended mailing list. The journey will trigger from the beginning for leads existing in the list. For new leads the action scheduled after their entry will be performed.
  
• For On list entry journey, click Select list from the trigger block. Select the intended mailing list. The journey will trigger for leads entering the mailing list. You can also choose to trigger the journey for leads already existing in the list.
  
• For Survey journey, click Select list from the trigger block. Select the intended mailing list. You can send survey emails to leads joining your list. You can also choose to trigger the journey for existing leads. (Make sure you've integrated with your Zoho Survey account before creating the journey).
  
• For Event-based journey, click Select event from the trigger block. Select your event and the intended mailing list. The journey will trigger for the leads in the selected mailing list based on the event. (Make sure you've integrated with your Eventbrite account before creating the journey).
  

Set up process

• Send email
  
  Send an email to your leads when they reach this stage of the journey.
  
  The journey has a pre-designed email series template. To configure:
  
  1. Click Configure in the message block.
     
  2. Add the message's basic info and content.
     
  3. 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.
  

  To add more message blocks in the canvas, drag and drop the Send email component from the Process section of the left panel into the canvas.
  





• 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.
     
  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 event email
  

  Use this component to send your leads information about the events you've created with Eventbrite. You should integrate with Eventbrite to send event emails. You can send event emails only with event-based journey.
  

  1. Drag and drop Send event 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 event merge tag in the 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.
  



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.
  

• 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.
  

       

           

 You cannot have conditions in smart series and date-field journeys.

• 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.
  

  Note: 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.
  

  
  

• 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 custom 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

Define end-of-journey actions

End-of-journey actions are performed once the lead has exited the process.

• 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
   

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 .