About
Journeys (campaigns) are utilized for nurturing prospective customers. With journeys, customer interactions can be monitored, and the marketing process can be streamlined. The Journey Builder is a tool that is used for structuring an automated path for prospects to take. Where a prospect’s journey ends will depend on where they are guided throughout the journey process. For additional information on configuring journeys, please read the Building and Configuring Journeys article.
In this Article
How Journeys Work
Typically, journeys will begin by sending an email to a list (or multiple lists, if applicable). Once an email has been sent, the prospect will move forward through the journey based on their engagement with content. The steps of a journey can be configured in any order that suits the journey’s end goal; the steps can take a linear straightforward path, or they can branch out in multiple paths based on a prospect’s engagement. Journeys can be built and then initiated later if the applicable lists or prospects aren’t ready.
When viewing the Journeys page, the default view is to display all journeys. The default view can be changed by clicking the drop-down arrow next to All Journeys in the upper left of the screen. From the drop-down menu, various standard views related to journeys can be selected.
To create a custom journeys view, click the Cog button at the top of the list view and select Add New List View. The new list view can be named, and specific sharing settings can be set. Once a custom list view as been created, the Cog button can be clicked within the custom list view and the list view can be further customized.
Use Cases
Scenario | Application |
There is a need to onboard prospects after they begin engaging with you. | Create an onboarding journey to introduce them to products and services. Configure the journey to notify an Insightly Marketing user to reach out to the prospect and get them started. |
A prospect is a newsletter subscriber, but you want to know what additional emails could be sent to them based on their interactions with the newsletter. | Create a journey to analyze their actions regarding the newsletter i.e., if they haven’t opened an email in two weeks, their journey can end and move the prospect to a list that contains disinterested prospects. |
A customer abandons their cart/a purchase. | Create a journey that directs them to complete their purchase. For example, you could send them a follow up email that contains a special offer or discount they can apply to their cart/purchase. |
Important Notes
Check Steps: Journeys support relative dates when creating a check step for prospects. This feature can be utilized to setup a relative date for the check to occur and therefore allows for proactively moving a prospect forward in a journey based on their interactions.
Example: A check step can be setup to review a prospect’s activity with an email and sends them a second email in one week based on the result rather than choosing a specific date.
Example: A check step can be setup to review a prospect's grade two weeks after they have signed up for a webinar. If the grade is high enough by the time the check occurs, then a journey action can be setup to add the prospect to a high priority list.
Adding New Prospects: If a journey is running and a new prospect is added to the recipient list associated with the journey, the prospect will start the journey from the first step.
Duplicate Emails: If there are duplicate email addresses found within the journey’s recipient list, the duplicate email addresses will be treated as a single prospect and only one email will be sent.
Editing Journeys: A journey that is running cannot be edited. To edit a journey, it needs to be paused first.
Pausing Journeys:
A journey can be paused for a determined number of days and then can be resumed.
Once a journey is paused, any applicable editing to the journey can occur but the delete is not permissible. The delete action menu button will be disabled for Paused Journeys in both list view and details page action menu dropdown.
If a journey is paused and a new step is added, any prospect behind the new step will be affected.
Stopping Journeys:
Journey Recipient Lists:
If a journey’s recipient list is archived, the journey will stop for the prospects on the list.
If a prospect that is part of a running journey is removed from the recipient list, the prospect will no longer go through any further journey steps. If the same prospect is re-added to the journey, the prospect will resume the journey from the point that they were removed.
Journey Functionality
When running, pausing, stopping, cloning, or deleting a journey, these actions can be done via two different routes:
Route 1: Via the list view of journeys, the three dots menu on the far right of a journey can be clicked and the applicable function can be chosen from the popup list.
Route 2: Via the list view of journeys, a journey record can be opened. Once opened, the Actions drop-down in the upper right corner can be clicked and the applicable function can be chosen from the drop-down list.
Run a Journey
Once a journey has been built, it can then be initiated. A journey will not automatically run for prospects until the journey has been initiated. Once a journey has started running, if edits are necessary it will need to be paused before edits can be made.
To run a journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate the journey that needs to start running for prospects included in the journey’s recipient list.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Run Journey.
Any journey in Draft or Paused status can be run.
Pause a Journey
When a journey is running but requires edits, it can be paused. This is different from stopping a journey; pausing a journey allows it to be run again in the future whereas stopping a journey prevents it from being run in the future.
Once a journey is paused, any applicable editing to the journey can occur but the delete is not permissible. The delete action menu button will be disabled for Paused Journeys in both list view and details page action menu dropdown.
When a journey is paused, prospects will not move any further through the steps. Once the journey is set to run again, prospects will resume the journey at the step they were on when it was paused. If an email is scheduled to be sent and the journey is paused, the number of days the journey is paused for will be added to the scheduled email once the journey has resumed.
- Navigate to Journeys.
- From the Journeys screen, locate the journey that needs to be paused for prospects included in the journey’s recipient list.
- Click either the three dots menu to the far right of a journey in the list view or click the Actions dropdown in the upper right of the journey record. From the available options, select Pause Journey.
- Any journey in Running status can be paused.
- Once a journey is paused it can be started again by running the journey.
Edit a Journey
Edits can be made to a journey at any point prior to the journey being set to run. Once a journey is running, it needs to be paused for edits to be made. Once a journey is paused, applicable edits can be made, and the journey can be started again by running the journey. However, edits to the journey will not update if there were pending actions anywhere in the journey.
To edit a Journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate that journey that needs to be edited.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Edit Journey.
Stop a Journey
A journey can be stopped at any point after it has begun to run. If a journey is stopped, the ability to run the journey again in the future will not be available; if a stopped journey needs to be run again, the journey can be cloned, and the clone can be run.
If edits need to be made to a journey, the journey needs to be paused rather than stopped.
To stop a journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate that journey that needs to be stopped for prospects included in the journey’s recipient list.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Stop Journey.
A warning will display asking for confirmation that the journey should be stopped.
Any journey in Running or Paused status can be stopped.
Once a journey is stopped the status will automatically update to Completed.
Clone a Journey
Cloning a journey makes it easy to recreate and edit a journey that has been previously created, run, or stopped without having to make changes to the original journey or create a new journey from scratch. Any journey can be cloned regardless of its status.
To clone a journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate that journey that needs to be cloned for prospects included in the journey’s recipient list.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Clone Journey.
An Add New Journey popup will appear and will contain the same information as the original journey that is being cloned. The information can be updated, such as a new name for the cloned record. Click Save to create the cloned record.
When a journey is cloned, the cloned journey record will display where further edits can be made as applicable.
Delete a Journey
It is recommended to only delete journeys that are in draft status as deleting journeys in other status will affect reporting capabilities. In order to delete a journey that is already running, it must be stopped.
To delete a journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate that journey that needs to be deleted.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Delete Journey.
A warning will display asking for confirmation that the journey should be deleted.
Deleting a Journey will move that Journey to the Recycle Bin from where it can be restored and reused if needed.
Change the Journey Record Owner
When a journey is first created or cloned, the journey record owner will be set by default to the creator of the journey. The journey record owner can be changed at any time regardless of journey status.
To change the record owner of a journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate that journey that will be changed to a new record owner.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Change Record Owner.
The Change Record Owner popup will display where a new record owner can be located via the drop-down menu.
Once the new owner has been located Change Owner can be clicked to assign the new owner to the journey record.
Print a Journey
The Details tab of a journey record can be printed although, the Journey and Related tabs cannot be printed.
To print the Details tab of a journey, navigate to Journeys via the objects on the left side of Insightly Marketing.
From the Journeys screen, locate that journey that needs to be printed.
Click either the three dots menu to the far right of a journey in the list view or click the Actions button in the upper right of the journey record. From the available options, select Print This Journey.
The Details tab of the journey will open in a new browser tab and the computer’s print screen will appear where printer configuration can be applied.
Reopening Leads Via Journeys
For users of both Insightly Marketing and Insightly CRM, prospects can be converted to leads. These leads can be reopened through journeys and finish actions and can have their statuses updated subsequently. This behavior is not applicable to leads in CRM that have not been reopened through a journey or a finish action closed leads in CRM cannot be reopened.