🧭 Overview
A Journey is a guided, step-by-step path toward a specific goal. Combine content, profile updates, community actions, and team follow-up to help users make progress at their own pace.
📋 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 , All users, Manually assigned users, or Specific segments
Status , LIVE (green dot) or DRAFT
💡 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
Open Journeys and click + to create a journey. Give it a name and goal, then configure the Info tab:
Cover, Name, Slug, and Journey's goal: explain the outcome users are working toward.
Access control: choose the audience described below.
Assigned admin: choose the default admin responsible for users on this journey.
Notifications: choose whether to notify users when they gain access and send ongoing reminders.
Comments: choose whether users can comment on the journey.
✅ Adding & Configuring Steps
Open the Steps tab and click + to add a step. Give each step a clear name and instructions, choose who completes it, and set its completion criteria. Drag steps to reorder them.
Use prerequisites when a step should only become available after earlier work is complete. Configure automatic completion and scheduling where appropriate for the step.
Guide users to complete their profile, set a goal, or create a community post.
Include content actions such as watching a video, uploading a file, or completing a product.
Use achievement-based steps or admin steps when the journey needs recognition or team involvement.
💡 Mix user steps with admin steps, such as sending a personal welcome or scheduling a call.
👥 Managing User Access
Choose one of three audiences in Access control:
All users: when published, the journey includes existing users and users who join later.
Manually assigned users: give access through the journey's Users tab or the user's Journey access controls.
Specific segments: use segment membership to determine access.
Unpublish the journey before changing its audience. The access control field is locked while the journey is live.
🚀 Publishing & Prioritizing
When the journey is ready, use the Live/Draft switch beside its title to publish it. Access follows the selected audience.
Drag journeys on the Journeys page to set their priority. When a user has multiple active journeys, the highest-priority journey guides their next step.
📊 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.
👤 What Users See
Users can open Journeys to see their available paths and continue their progress. Inside a journey, they see the goal, step list, locked prerequisites, and completion progress.
Complete actions without losing the path
Complete profile: opens a profile form within the journey. Users must fill every required profile item selected in App Settings.
Set a goal: users enter their goal within the journey.
Create a post: opens the post composer within the journey.
Complete a product: opens the product with a Back to [journey name] link to return to the journey.
⚙️ 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
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
🏆 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.
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
To reward journey completion, create an achievement with a journey-completion requirement in Community → Achievements. See Community Achievements & Leaderboard for requirements and rewards.
📧 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
💡 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 All users, 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
❓ Frequently Asked Questions
Does All users include people who already have an account? Yes. A published All users journey includes both existing and future users.
Where are profile completion requirements set? Open Settings → App Settings → Completion → Profile completion → Edit. The same required fields apply to Complete profile steps and the Directory's completed-profile filter.