Add messages to the journey

  • 10 minutes

To add messages (actions) within the journey designer, select the plus sign (+) on the journey canvas. A pop-up window will provide various options for you to customize your journey.

Journeys let you reach customers through various channels, including:

  • Email

  • Text message

  • Push notification

  • Other types of messages (custom channels)

Emails

After adding an email tile within a journey, you select an email and determine the send to (which email to send the email to). Once selected, you can see a preview of the email within the journey designer.

For more information on creating emails, see Create Customer Insights - Journeys emails.

Copy stakeholders on email campaigns

You can add carbon copy (CC) recipients to your journeys when sending emails. When designing your journey, you can select up to five recipients for your emails from the email tile. You can dynamically choose your CC recipients by mapping them to your marketable contacts.

Some important things to be aware of include:

  • When you add CC recipients to your emails, the sent email will be identical for both primary and CC contacts. The interactions from CC recipients with sent emails (open, forward, clicks, unsubscribe) will be counted as a primary recipient interactions and will have direct impact on your insights and analytics.

  • If a CC recipient clicks on the unsubscribe button for marketing emails, they will unsubscribe the primary contact.

  • The CC recipient interaction triggers the next step in the journey if you're utilizing the Respond to an action element in your journey based on the customer interaction.

  • CC contacts are counted for the marketable contact quota.

  • CC contacts interactions are counted for the interaction quota.

Enable the CC feature

The CC feature is disabled by default. To enable the feature:

  1. Go to Settings and select Feature Switches.

  2. Enable the feature in the Customer Journey section.

How to use the CC feature in customer journeys

  1. In your journey, select the Send an email action.

  2. Select the Select a recipient below Add CC recipients to dynamically select the CC recipient. You have to select the relation to your target audience (contact or lead).

    Screenshot showing the Add CC reciepients section.

  3. Select up to five recipients. Make sure you’re selecting entities that contain email addresses. If you select an entity that doesn’t contain an email, it’s ignored when sending the email.

Text messages

After adding a text message tile within a journey, you select the sender, choose the text message, and determine the send to (which phone number to send the message to). Once selected, you can see a preview of the text message within the journey designer.

For more information, see Create outbound text messages.

SMS keywords

When you're selecting a text message that includes keywords, the system will identify them automatically and will suggest that you branch the journey accordingly.

Screenshot of a trigger for a text message based on keywords.

With one click, the relevant branches will be created, allowing you to set up the follow-up actions for each branch.

Screenshot showing a branch with actions.

For each branch and keyword, you can specify how strict the keyword identification process will be:

  • The keyword should be the whole reply

  • The keyword should be at the beginning of the reply

  • The keyword should be anywhere in the reply message

Screenshot of the branch details for the trigger.

Finally, you can add more branches to your journey and select keywords that weren't in the message but are included in the SMS keywords page. Use this method if you want to include branching for keywords that might have been communicated to the customer in the past. For more information, see Set up an automated SMS keyword flow.

Push notifications

After adding a push notification tile within a journey, select the mobile application then choose the push notification. Once selected, you can see a preview of the push notification within the journey designer.

For more information on creating push notifications, see Create push notifications.

Other types of messages (custom channels)

After adding another type of message tile within a journey, you select the channel, choose the message, and determine the send to (which phone number to send the message to). Once selected, you can see a preview of the message within the journey designer.

For more information on creating custom messages, see Create custom channels in Customer Insights - Journeys.