A journey is a sequence of steps that guides users through content, tasks, or milestones. Anyone allowed to create journeys can build one in the drag-and-drop builder. You can arrange steps in a vertical flow, reorder them while the journey is still a draft, or group related steps into segments. The building blocks fall into three categories: Steps, Communication, and Automation. Each category covers a different type of action at a specific point in the journey.
From the Journey Manager dashboard, click Create Journey.
Enter a name for the journey, and add a description to explain its purpose and audience.
Design the journey flow by dragging blocks from the left panel into the canvas. Steps are stacked vertically in the order users will follow. Blocks are grouped into three categories:
Steps are the individual actions a user completes during the journey, such as viewing content, visiting links, or reading custom instructions. You can group steps into segments to organize them by theme or phase.
A step sets what the user views or completes at a specific stage of the journey, such as reading content, opening an external resource, or viewing custom instructions. Each step has a name, a description, and an optional requirement that the user complete it before moving on.
Note: Participants see the step name and description in their My Journeys panel. Use clear, meaningful ones so people know what each step asks of them.
Under Step type, choose what users need to view, access, or complete at this stage of the journey.
View ContentUse this step type to send users to read existing content published on your site. To find the content, click the filter icon to narrow your search by space and content type, then enter a keyword or title in the search bar. Supported content types include articles, blogs, files, videos, and wikis.
Note: If the selected content is in a private space, a prompt asks whether to add a step that gives participants access to the space before they reach the content step.
Visit LinkEnter the web address (URL) of the internal or external page, document, or resource users should visit in this step. To make users complete this step before they move on, check the box at the bottom of the panel.
Custom ContentUse the rich-text editor to write content that shows directly inside the step, such as welcome messages, milestone notes, one-off instructions, and references to existing intranet content using @Mentions. This content is visible only within the journey and is not published anywhere else.
Note: Custom content can include external resources that can't be tracked automatically, so users must mark this step as complete themselves.
Click Save Changes to add the step to your journey sequence.
A segment groups several steps together. Use segments to break the journey into phases that users move through, such as "Week 1," "Orientation," or "Final Tasks." Each segment has a name, a description, and a setting for whether its steps must be completed in order or can be completed in any order.
From the left panel, drag the Add Segment block into the sequence area. A new segment panel appears, ready to set up.
Enter a clear name that describes the segment's purpose, and a description of what this group of steps is about.
Under Step Order, select how users should progress through the steps within this segment:
Note: In a Non-sequential segment, Require step completion before progression is turned off for every step inside it and can't be selected. You also can't add a delay step to it. If you switch a segment that already holds required steps or delays to Non-sequential, you're asked to confirm, and then those settings are removed.
Add at least one step (such as Add Step or Send Email) into the segment panel.
When the steps are added and set up, click Save Journey.
Communication steps keep participants or their managers informed, engaged, or encouraged as participants move through the journey. Use them to send instructional emails, motivational reminders, or in-app alerts that help users stay on track in each phase.
Set up an email to send to the participant or their manager at a specific point in the journey. The message can include instructions, reminders, or motivational content that fits the journey’s purpose.
From the left panel, drag Send Email into the journey flow and place it where the email should be sent.
Give the step a clear name that reflects its purpose. Example: Reminder Email After Week One.
Under Send to, choose User to email the participant or Manager to email the person they report to. If the participant has no manager on their profile, no email is sent.
Compose the Email:
Welcome, [First Name]!
City
Department
Click Save Changes to add the email to your journey.
Send the participant a short message as an in-app notification, an email, or both. The notification goes out when the participant reaches this point in the journey. Use it for reminders, brief updates, or time-sensitive alerts that guide participants through the process.
Drag Send Notification into the journey flow.
Enter a step name that clearly reflects the purpose. (Example: "Don’t forget to complete your next task!").
Enter the notification title and message. Select a recipient token from the dropdown to personalize the message.
Select how the notification should be delivered: in-app, by email, or both.
Choose whether to send the notification after the step is reached or after a delay.
Note: When a delay runs out, the notification is sent as long as the journey is active and the participant is still enrolled, even if they've already finished the journey. Finishing a journey doesn't cancel notifications that are still waiting. A notification placed before the first step or segment is reached as soon as the participant starts the journey, so every participant receives it. Placing it later doesn't limit it to people who are behind either, because a notification placed after a segment isn't sent until that segment is complete. To remind only the people who haven't finished, check each participant's progress (see Managing Journey Participants) and contact those people directly.
Click Save Changes.
Automation steps control the journey's timing, space access, and milestone recognition. They pace the journey, grant or remove access to resources, and celebrate participant progress, with no manual action from administrators.
A delay pauses the journey for a set amount of time before participants continue to the next step. It gives users time to work through content or finish earlier tasks.
Note: Inside a segment, a delay works only when the segment is set to Sequential; you can't add one to a Non-sequential segment.
Drag Add Delay into the journey sequence where you want the pause.
Enter the delay in minutes, hours, or days. It must be at least 1, and it can be up to 10,080 minutes, 1,440 hours, or 365 days. The next step appears once this time passes.
This step grants or revokes a participant's access to a specific space automatically, based on their progress in the journey. For example, grant temporary access to a space with training materials or onboarding tasks, then revoke the participant's access once they complete the related segment.
From the left panel, drag Add to Space into the journey sequence at the point where the change should occur.
Choose the action:
Click Save Changes to apply the change and continue building your journey.
Celebrate progress or mark key moments in the journey with a personalized message or badge. This step motivates participants and recognizes what they've achieved.
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