Journeys
Multi-channel automation flows — triggers, branching, waits, and a simulator to test before launch.
A journey is a branching, multi-channel automation. Where a sequence is a straight line of steps, a journey is a flow chart: contacts enter on a trigger, take different paths based on what's true about them, and exit when they're done.
Building a journey
The builder is a visual canvas of connected nodes:
| Node | What it does |
|---|---|
| Trigger | The entry point and audience filter |
| Send | A message on a channel (email, SMS, push, in-app) |
| Wait | Hold for a set number of hours |
| Branch | Split into a "Then" and "Else" path on a condition |
| A/B split | Randomly split a percentage down each arm |
| Set property | Write a value to a contact or account field |
| Webhook | Call an external endpoint and store the response |
| Goal | Mark a conversion |
Triggers
A journey starts from a trigger. You can describe the entry condition in plain language — "when an enterprise account in EMEA signs a contract" — and Pact compiles it into the underlying event and audience selector. Triggers are managed on their own page, where each one is assigned to a journey and set to active, draft, or paused. A trigger can run in dry-run mode to see who would enter without enrolling anyone.
Branching and exits
The Branch node evaluates a condition and sends contacts down the matching path. The A/B split node divides them by percentage for testing. A journey's re-enrollment policy governs whether a contact who already finished can enter again — allow, block while active, or wait out a cooldown.
Journeys vs. sequences
Use a sequence for a linear outbound cadence to a list. Use a journey when the path depends on behavior — different messages for opens vs. non-opens, waits between touches, a webhook to an external system.
Simulate before launch
Every journey has a simulator. Run it to walk the flow before you turn it on, so you can confirm the branches and timing behave the way you expect — without sending anything to a real contact.
Version your changes
Journey definitions are versioned. Save edits as a draft, review, then promote the draft to current. The previous version stays on record.