What are Journeys?

Journeys are used for nurturing your prospective customers. With them, you can monitor customer interactions and streamline your marketing process.

The Journey Builder is a tool for structuring an automated path for your Prospects to take. Where their Journey ends depends on where you decide to guide them.

  • Plans

  • Definitions

  • How Journeys work

  • Use cases

  • Important details

  • Learn more



Prospects are the people you are targeting with your marketing efforts. Prospects can come from many types of sources, depending on your business.


A List is a grouping of Prospects that you want to participate in a Journey. For example, you may have a List full of Prospects who have registered for a webinar.

When creating or editing a Journey, users can add as many Lists as necessary to their recipient and suppression Lists. If a Prospect is on a suppression List, they will not be included in the Journey, even if they are also on a recipient List.


A Journey typically starts after an Email has been sent to a Prospect. Once the Journey has begun, steps will execute based on how each Prospect interacts with your content.

Users can configure steps to automatically react to how a Prospect behaves or move them forward as they meet specific criteria.

There are three types of steps:

  • Actions

    • An update or task you want to occur to a Prospect or user, such as sending an email or increasing a score.

  • Triggers

    • Prompt that sets off an action, such as a Prospect opening an email.

  • Checks

    • Verifies a Prospect's field values before allowing them to move forward in the Journey.

How Journeys work

Typically, Journeys begin with sending an Email to one or more Lists. Then, they'll move forward based on the Prospect's engagement with your content.

The steps of your Journey can be configured in whatever order works for your needs. They can take a linear, straightforward path or they can branch out in multiple directions based on a Prospect's engagement.

You can start building your Journey and run it at a later time if you haven't gotten your Lists or Prospects ready. 

When you navigate to the Journey’s page, you will see a list with all Journeys by default. You can create List Views to filter out any Journeys that are irrelevant to you.

Each record that appears in the list has four columns by default:

  • Journey Name - The Journey Name, which is linked to the Journey’s workflow.

  • Folder - The Folder the Journey appears in. The Folder is linked here.

  • Status - The Status of the Journey: DRAFT, RUNNING, or PAUSED.

  • Date Created - The Date the Journey was created.

You can also add the Prospects in Journey column to custom List Views, which displays the number of Prospects in the Journey.

Use Cases

  • Create an onboarding Journey for Prospects after they begin engaging with you. Introduce them to your products and services and notify one of your Insightly users so they can reach out to the Prospect and help them get started.

  • When a Prospect signs up for your newsletter, you can send them additional Emails based on their interactions with those Emails. 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.

  • If a customer abandons a cart, you can setup a Journey that pushes them to complete their purchase. For example, you could send them a follow up Email that contains a special offer or discount.

Important Details 

  • Journeys support relative dates when creating a check step for Prospects. Use this feature to setup a relative date for the check to occur.

    For example, setting up a check that reviews 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, such as September 15th, 2020.

    Another example would be to check 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, you can set up an action to add them to a high priority List.

    This feature can be useful for proactively moving a Prospect forward in a Journey based on their interactions.

  • If a Journey is running and a new Prospect is added to the recipient list associated with the Journey, the Prospect prospect will start the Journey from the first step. 

  • If there are duplicate emails found in the recipient lists then it will be treated as single Prospect and only one email will be sent.

  • running Journey cannot be edited. To edit a running Journey, it needs to be paused first.

  • If a Journey is stopped, the execution of Journey steps will be immediately terminated for all the prospect no matter on which step they are.

  • stopped Journey cannot be resumed/restarted but can be cloned.

  • A Journey can be paused for a determined number of days and can be resumed.

  • Any kind of editing is possible while Journey is paused.

  • If the recipient list is archived while associated with a running Journey, the Journey will stop for that list. 

  • If a Prospect is part of running Journey and is removed from the recipient list, they will not go through any further Journey steps. If the same Prospect is re-added to the Journey, it will resume from where it was removed.

  • If a Journey is paused and a new step is added, any Prospect behind the new step will be affected.  

Learn more

Please read the following article to learn more about Journeys:

How to configure a Journey

Journey Steps

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