The different journey types and their triggers

If you're unsure which journey type is right for your needs, here's an overview.

There are several different journey types that work with different integrations.

However, in this article, we'll cover the five most common journey types that are not specific to external integrations.

Booking journeys are designed to work with our booking system. This requires you to have created at least one calendar user in the system and integrated their calendar.

Once the calendar is integrated, Booking journeys can be triggered by the following events:

Booking created

Starts the journey when a booking is created in the system.

Booking updated

Starts the journey when a booking is updated, either directly in the system or in the calendar user's calendar. For example, if a booking date is changed, this trigger will start the journey.

Booking deleted

Starts the journey when a booking is deleted, either directly in the system or from the calendar user's calendar.

Note: You can select one or more triggers as needed.

Lead journeys run automatically when you save leads in the Dialer. This is the most commonly used journey type because it allows you to trigger automated actions after a call with a customer. There are different triggers, allowing you to control more precisely when the journey runs:

Lead postponed (Automatic Callback)

If an agent clicks the Voicemail (Automatic Callback) button in the Dialer, the lead is saved as an automatic callback. If this trigger is selected, the journey will start when this button is clicked.

Lead saved

The Dialer has a Save button that lets the agent select the status to save the lead with. When the agent clicks the Save button, this trigger starts the journey.

You can then use filters within the journey to further specify when it should continue, for example based on the status the lead was saved with.

Lead expired

In the campaign settings under Leads, you can choose to have leads in the campaign expire after a specific number of days.

If an expiration period has been configured, journeys using this trigger will run for leads upon expiration.

Predictive

Predictive Dialer can be selected in the campaign settings under Phone.

Predictive Dialer calls multiple leads simultaneously. When someone answers, an available agent is connected to the call. This means that many customers can be contacted automatically, without an agent interacting with the lead, if the customer does not answer. Journeys using this trigger will run when Predictive Dialer is unable to reach a lead and automatically ends the call.

Note: You can select one or more triggers as needed.

Email journeys are a special type because they are triggered by any email-related activity, unless you specifically add filters within the journey to control when it should continue. By default, an Email journey runs when the following events occur:

If you want to ensure that an Email journey only continues when, for example, an email is sent or rejected, you can add filters within the Email journey. These filters allow you to control which specific situations should cause the journey to continue.

Manual – Leads journeys do not run automatically. They must be started manually, and there are several ways to do this.

They can be manually run on leads from the Warehouse. You can also create buttons in the Dialer, email templates, and Weblander pages that activate Manual – Leads journeys.

First run

With this trigger, the journey only runs the first time it is activated for a specific lead.

If you have a journey that should not run more than once for the same lead, this is the trigger to use.

All runs

With this trigger, it does not matter how many times the journey has previously run for a lead. The journey will run again every time it is activated for that lead.

SMS journeys are one of the most straightforward journey types. They are activated when an SMS is either sent or received, and the available triggers are fairly self-explanatory.

Incoming SMS

This trigger activates a journey when a lead sends an SMS to your phone number.

Outgoing SMS

This trigger activates a journey when you send an SMS from your phone number to a lead.