🧭 Overview
A Journey is a guided, step-by-step path that leads users toward a specific goal inside your site. Each journey contains a sequence of steps — actions like watching a welcome video, completing a profile, downloading a resource, or finishing a product — that users complete at their own pace.
Journeys combine what was previously Onboarding and Goals into a single, unified system. Every journey now includes a goal so users always know what they're working toward.
Use journeys to:
Make a strong first impression and reduce confusion for new users
Drive early engagement by directing users to key content
Track progress and identify users who need follow-up
Include your team with admin steps (e.g., send a welcome gift, schedule a call)
Award achievements when a user completes a journey
What users see when they open a journey
📋 The Journeys Page
Click Journeys in the left sidebar to see all your journeys. The page shows a count badge, a search bar that lets you search by name or goal, and a filter icon.
Each journey card displays:
Cover image (or placeholder)
Name
User count — how many users are enrolled
Completion % — overall progress across all users
Access type — Manually assigned users or Specific segments
Status — LIVE (green dot) or DRAFT
The Journeys page — click Journeys in the sidebar to access
💡 Tip: Drag and drop journeys to reorder them. The order determines priority — if a user has access to multiple journeys, they'll be directed to the highest-priority one first.
🆕 Creating a Journey
Click the + button in the upper-right corner of the Journeys page
Give your journey a Name and a Journey Goal then click Create
You'll land on the Info tab where you can configure the following settings:
Cover Image — add a visual thumbnail that appears on the journeys list (click CHANGE COVER)
Name — the title users will see
Slug — the URL path (auto-generated from the name, shown as
/journey/your-slug)Journey's Goal — describe what users will achieve by completing this journey. This is displayed to users and used in the search bar
Access Control — choose who gets access (see Managing User Access below)
Assigned Admin — the default admin responsible for this journey
Notifications:
Notify users as soon as they get access — sends an immediate welcome email
Send ongoing reminders until completed — sets up a recurring reminder schedule
Achievements — optionally award an achievement badge when a user completes this journey
The Info tab — configure name, goal, access, admin, notifications, and achievements
✅ Adding & Configuring Steps
Steps are the individual actions users (or admins) must complete during the journey. To add steps:
Navigate to the Steps tab
Click the + button to create a new step
Configure the step settings (see below)
Drag and drop steps to reorder them
The Steps tab — each step shows its type, assigned role, user count, and completion %
Step Settings
Each step has the following configuration options:
Left Column
Name — the step title visible to users (keep it short and action-oriented)
Slug — the URL path for the step
Instructions — detailed guidance on how to complete the step
Assigned to — either User (user completes it) or Admin (your team completes it)
Prerequisites — gate this step behind other steps in the journey:
Available immediately — the step is available right away
Only when prerequisites are completed — locked until specified earlier steps are done
Right Column
Completion criteria — what needs to happen for the step to count as complete:
Watch a Video
Listen to an Audio
Download a File
Complete a Product
Custom Task (with optional custom HTML code via ADD CUSTOM CODE)
Auto-complete if the user already meets the criteria — toggle this on to automatically mark the step as done if a user has already completed the action
Schedule — set a due date as number of days after the user gains access
The step detail form — name, instructions, prerequisites, completion criteria, and schedule
💡 Tip: Use a mix of user steps and admin steps to create a collaborative journey. For example, a user step might be "Watch the welcome video" while an admin step could be "Send new user welcome gift."
👥 Managing User Access
Users can gain access to a journey in two ways:
Option 1: Manually Assigned Users
Set the Access Control dropdown to Only users who have been given access. You'll then need to manually add users via:
The Users tab on the journey, or
The Journeys tab on an individual user's record
Option 2: Specific Segments
Set the Access Control dropdown to assign access based on Segments. Any user who belongs to the selected segment(s) will automatically enter the journey.
⚠️ Note: You must unpublish a journey before you can change its audience/access control setting.
🚀 Publishing & Prioritizing
Publishing
When you're ready to go live:
Toggle the LIVE/DRAFT switch next to the journey title
Choose whether to apply access retroactively (existing users get it immediately) or moving forward (only new users)
Prioritizing Multiple Journeys
If you have multiple journeys, their list order on the Journeys page determines priority. Simply drag and drop to reorder.
What does priority do? If a user has access to multiple journeys, they'll automatically be directed to the highest-priority one when they log in. Once that journey is complete, they'll move to the next.
📊 Tracking User Progress
The Users tab shows each user's progress through the journey:
Name — the user
Progress — completion percentage (color-coded)
Started — when the user began the journey
Completed On — date of completion (if finished)
Use the Search users bar to quickly find specific users. Click the expand arrow on any row for more detail.
Track each user's journey progress at a glance
👤 What Users See
When users log in, they'll see their active journey on the Dashboard with a journey card showing the cover image, goal, and a Resume Journey checklist of upcoming steps:
The journey widget on the user's Dashboard
Users can also click Journeys in the sidebar to see all their journeys, filter by status (All, Not started, Completed), and continue where they left off:
The Journeys page — users can search, filter, and track their progress
Clicking into a journey shows the full step list where users can:
Complete steps — click the Complete button after finishing the required action (e.g., watching a video)
See the journey goal — understand what they're working toward
Navigate between steps — move to any available step (locked steps show a lock icon)
View progress — the progress bar at the top shows how many steps are done
💡 Tip: Users are automatically directed to active journeys when they log in. Once all steps are complete, the journey widget disappears from their dashboard and any linked achievement is awarded.
⚙️ Admin Steps & Actions
Admin steps let your team play an active role in the journey. When a step is assigned to an admin:
A notification badge appears on the Tasks icon (calendar-check) in the top-right of the admin bar
Clicking the icon opens the Your Tasks panel
The Your Tasks panel — view and complete admin steps
From the admin task panel, you can:
Log an internal note — add a private note (uncheck "Notify User")
Send a message to the user — add a message and check "Notify User" — the user receives an email
Complete the step — check "Complete Step" and click Save
⚠️ Note: You can combine actions — for example, complete a step and send a message to the user at the same time.
🏆 Goals & Achievements
Journey Goals
Every journey should have a goal — a clear description of what the user will achieve by completing all the steps. Set this on the Info tab in the Journey's Goal field.
Goals help users understand why they're completing the steps and give your journey a sense of purpose. They also appear in the search bar on the Journeys page, making it easy for admins to find journeys by their intended outcome.
If a journey is missing a goal, it will appear in the "Show journeys missing a goal" filter and trigger a warning banner on the Journeys page.
Achievements
You can link an achievement to a journey so that users automatically earn a badge when they complete all the steps. Set this up in the Achievements section on the Info tab.
Achievements are managed centrally — once created on a journey, they appear alongside all your other achievements in the Achievements settings.
📧 Email Notification Settings
CustomerHub automatically sends email notifications at key moments during the journey:
Welcome email — sent immediately when a user gains access (if "Notify users as soon as they get access" is enabled)
Reminder emails — sent on a recurring schedule until the user completes the journey (if "Send ongoing reminders" is enabled)
Message notifications — sent when an admin sends the user a message from the admin task panel
💡 Tip: Email design elements (logo, button color) are pulled from your Brand Center settings, so your journey emails will match your brand automatically.
💡 Best Practices
Always set a goal — users complete journeys faster when they understand the end result
Keep it focused — 3–6 steps is the sweet spot. Too many steps can overwhelm new users
Use clear, action-oriented names — "Watch the welcome video" is better than "Step 1"
Add a cover image — a visual thumbnail makes the journey feel polished and professional
Mix step types — combine videos, downloads, profile completion, and product access to keep it engaging
Include admin steps — personal touches like welcome messages or gift shipments make a big impact
Use the auto-complete toggle — if users may have already completed an action, auto-complete saves them the trouble
Set prerequisites strategically — lock later steps behind important first steps to guide the journey
Use due dates — gentle deadlines encourage timely completion
Monitor the Users tab — follow up with users who stall at 0% or get stuck partway through
Link achievements — reward completion with a badge to motivate users
Test before publishing — create a test user and walk through the journey yourself
🛠️ Troubleshooting
Users don't see the journey — verify the journey is published (LIVE) and the user has access via manual assignment or a matching segment
Steps appear locked — check that prerequisite steps have been completed. Prerequisites must be finished before the locked step becomes available
Users aren't receiving emails — confirm the notification toggles are enabled on the Info tab. Also check that the user's email is valid
Progress shows 0% — the user may have access but hasn't started yet. Check the "Started" column on the Users tab
Can't change access control — you must unpublish the journey first before changing the audience setting
"Journeys missing a goal" warning — open the journey's Info tab and fill in the Journey's Goal field