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User Journey


Since it is almost impossible for marketers to track every single user’s journey and determine where they are in their journey, WebEngage gives its users the option to automate user journeys. Using this section of the WebEngage tool, marketers can create automated journeys to enhance user experience and save their own time.

User Journey is an workflow designer to reach a user via multiple channels and devices. User journeys are created with the intent of solving a business problem that can range from cart abandonment to cross-selling or upselling a product. Updating user on ticket status, delivery status.

Journeys is a drag and drop campaign designer built for product marketers. It helps you build and execute smart marketing campaigns from scratch in a matter of seconds. With Journeys, you will know who to target, when to target them, what to target them with, how to target them and how to do all of this intelligently.

The journey builder, in the left panel of the dashboard, consists of triggers, actions, conditions and flow control. A combination of these can be used to create automated user journeys for automated engagements

    1. Name: The name is a user-defined text to identify a user journey.
    2. Status: This section displays the status of a campaign – draft, paused and completed.
    3. Entered: Count of users who have entered a specific user journey.
    4. Exited: Count of specific user journey. users who have completed or exited a specific user journey.
    5. Last Update: Through this section, marketers can keep an eye on when a user journey was last updated. Log update of campaign manager’s update on the journey with day and user name.


They are the events or conditions that set-off the actions in the flow.

1. Event: An event is when something worth noticing happens. It can mean – a button click, mouse movement, text enter, page scroll and so on.

2. Segment: Segments are different groups of users created based on their behavior and/ or attributes.

3. Geo-fence: Geo-fence is a virtually defined geographical area whose entry or exit can be used as triggers for engagement.

4. Attribute Change: Attributes are user details such as name, birthday, last seen and more. Attribute change is a trigger which sets off when a mentioned attribute’s value is changed.

5. Occasion (Profile Date): User Profile Date is a defined special date. This can be picked from all the dates mentioned or captured for a user profile such as birthday, anniversary or completion of an year with you.

6. Engagement Response: Every engagement element warrants and allows a set of responses such as CTA click, window close and alike. These engagement responses can be further used as triggers for subsequent engagements.

7. API: The WebEngage API can be called with an unique combination of the User ID and unique Journey ID. This would automatically activate the specified journey for the user.



Actions are the campaign elements that are set-off once the trigger is true. journey_actions[1]

1. Send Email: Triggered emails to selected segments with granular personalization abilities.

2. Send Push: Push messages for both android and iOS. Targeted and personalized notifications with geo-fencing to increase effectiveness.

3. Send SMS: Targeted, personalized and triggered promotional as well as transactional SMSs.

4. Show In-App Message: Web notifications and onsite surveys. Robust targeting engine with granular personalization to engage your web traffic like never before.

5. Show Web Message:Triggered emails to selected segments with granular personalization abilities.

6. Set a User Attribute: Push messages for both android and iOS. Targeted and personalized notifications with geo-fencing to increase effectiveness.


Conditions are the checks that decide if 
the actions are undertaken on a segment of users. Conditions supersede triggers.



1. Check User Attribute: The journey continues only if a user attribute value check is true or false.

2. Is in segment: Journey continues for a user only if he/she is in the specified segment.

3. In reachable on Channel: An engagement action is implemented only if the user is reachable on a particular channel or a set of channels.

4. Has Done Event: The event can be specified by you. The journey continues for the user only if the user has done the event.

5. Engagement Response: Similar to the engagement responses when used as triggers, such as CTA click, window close, form fill and more. Each one of these responses can be used as a break condition to the journey.


Flow Control

Flow control enables you to control the flow of the journey through elements like ‘wait for an event’, ‘wait for an event’, A/B split and alike.


1. Wait: This is an unconditional time delay. The flow waits, without execution any further for any time period defined by you.

2. Wait For Event: This pauses the flow and allows it to execute if and only if a particular pre-defined event takes place.

3. Wait For Date: It is a conditional pause which lets the flow be live only after a particular calendar date.

4. A/B Split: WebEngage lets you create multiple variants of the same campaign. The A/B Split element enables you to define audiences for those variants and reach them with the designated variants.

5.End Journey: This element would end the journey right there, unconditionally.




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