Create Journey | Axero Documentation

Creating a journey involves designing a structured sequence of steps that guide users through content, tasks, or milestones. Using the drag-and-drop builder, managers and admins can arrange steps into a vertical flow, reorder them at any time, or group related steps into segments. Journey blocks are grouped into three categories: User Interaction, Communication, and Automation. Each category defines a different type of action users complete at a specific point in the journey.

1. From the Journey Manager dashboard, click Create Journey.

   

2. Enter a name for the journey, and add a description to explain its purpose and audience.

   

3. 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: 

   • User Interaction: Requires the user to view content such as articles, visit links, or read custom instructions created within the step.
   • Communication: Sends an email or in-app notification to the participant at the defined step.
   • Automation: Controls the journey flow through timed delays, space membership changes, or progress milestones.

User Interaction Steps

Steps define the individual actions a user completes throughout the journey. These can include viewing content, visiting links, or reading custom instructions. Steps can be grouped into segments to organize them by theme or phase.

Add Step

Adding a step allows you to define what the user should view or complete at a specific stage of the journey. Steps can guide participants through actions such as reading content, accessing external resources, or viewing custom instructions. Each step includes a name, description, and an optional requirement for completion before moving forward.

1. From the left panel, drag the Add Step block into the journey sequence area. Once added, it will appear as a numbered step.

   

2. Enter a step Name and Description.
   
   

   Note: The journey name and description you enter will be shown to participants in the My Journeys panel. Use clear, meaningful titles and descriptions to help users understand the purpose and content of the journey from the start.

   

3. Select a Step Type based on what users need to view, access, or complete at this stage of the journey.

   • View Content
     By selecting this step type, you can direct users to read existing content published on your platform. Use the filter icon to narrow your search by space and content type before entering 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 will appear asking whether to add a step that grants participants access to the space before they reach the content step.

     

   • Visit Link
     Enter a URL that directs users to an internal or external page, document, or resource they should visit as part of this step. At the bottom of the panel, check the box to require completion before the user can move forward.

     

   • Custom Content
     Use the rich-text editor to create content that displays directly inside the step, including welcome messages, milestone notes, one-off instructions, and references to existing intranet content using @mentions. The content you create is only visible within the journey and is not published elsewhere.

     Note: Custom content may include external resources that cannot be automatically tracked; users must manually mark this step as complete.

     

4. Click Save to add the step to your journey sequence.

Add Segment

Adding a segment lets you organize multiple steps into a single group within the journey. Segments allow you to structure the journey by breaking it down into defined phases, helping users progress through stages such as "Week 1," "Orientation," or "Final Tasks." Each segment includes a name, description, and a setting that determines whether steps must be completed in order or in any sequence.

1. From the left panel, drag the Add Segment block into the sequence area. A new segment panel will appear, ready for configuration.

2. Enter a clear name that describes the purpose of the segment, and provide a description explaining what this group of steps is about.
   
   

3. Select how users should progress through the steps within this segment:

   • Sequential - Steps must be completed in the defined order.
   • Non-sequential - Users can complete steps in any order.

   Note: If enabled, the setting Require step completion before progression on individual steps takes precedence over the segment (step group) setting when determining the order of completion. Even if a segment is set to allow steps to be completed in any order, steps with this setting active must be completed sequentially before progressing.

4. Add at least one step (such as Add Step or Send Email) into the segment panel.

   

5. Once steps are added and details are configured, click Save Journey.

Communication Steps

Communication steps help you keep participants or their managers informed, engaged, or encouraged as they move through the journey. These can be used to send instructional emails, motivational reminders, or in-app alerts, helping users stay on track and informed throughout each phase.

Send Email

Configure an email message to be sent to the participant or their manager at a specific point in the journey. The message can include instructions, reminders, or motivational content aligned with the journey’s purpose.

1. From the left panel, drag Send Email into the journey flow and place it where the email should be triggered.

2. Give the step a clear name that reflects its purpose. Example: Reminder Email After Week One.

3. Choose the recipient from the dropdown menu. You can send the email to individual participants, their manager, or a department.

4. Compose the Email:

   • Subject: Enter the email subject line that will appear to recipients. Use tokens from the dropdown to personalize the message. Example: Welcome, [First Name]!
   • CC / BCC (Optional): Add any additional email addresses for visibility or tracking.
   • Email Wrapper: Select a wrapper layout to apply a standard header/footer. This helps match your community or brand style. For more information, see how wrappers are managed in the Email Template Manager.
   • Email Body: Use the rich-text editor to compose your message. You can format text, insert links or images, and include profile-based tokens from the "Recipient" dropdown (example: City, Department, or custom fields).

5. Click Save Changes to add the email to your journey.

Send Notification

Send a brief message to the participant through an in-app notification, email, or both. The notification is triggered when the participant reaches this point in the journey. You can use it to send reminders, brief updates, or time-sensitive alerts to help guide participants through the process.

1. Drag Send Notification into the journey flow.

2. Enter a step name that clearly reflects the purpose. (Example: "Don’t forget to complete your next task!").

3. Enter the notification title and message. Select a recipient token from the dropdown to personalize the message.
4. Preview how the title and message will appear to users.

5. Select how the notification should be delivered: in-app, by email, or both.

6. Choose whether to send the notification after the step is reached or after a delay.

7. Save the Step.

Automation Steps

Automation steps help control the flow of the journey by managing timing, space access, and milestone recognition. They pace the experience, grant or remove access to resources, and celebrate participant progress without requiring manual action from administrators.

Add Delay

Add a delay to pause the journey for a specific amount of time before participants continue to the next step. This provides users with time to engage with content or complete previous tasks.

Note: Delay steps pause progress for a specified duration and are intended for use within segments (step groups) that require steps to be completed sequentially, following the defined order. When a delay step is used within a segment that allows steps to be completed in any order, the delay step temporarily locks all subsequent steps.

1. Drag Add Delay into the journey sequence, where you want the pause to occur. 

2. Enter the delay duration using minutes, hours, or days. The next step appears once this time passes.

3. Save the Step.

Add Space Access

Manage a participant's access to a specific space based on their progress in the journey. Use this step to automatically grant or revoke access. For example, grant temporary access to a space containing training materials or onboarding tasks, then revoke the participant's access once the relevant segment is complete.

1. From the left panel, drag Add to Space into the journey sequence at the point where the change should occur.

2. Enter a name for the step.
3. Select the space from the dropdown menu.

4. Choose the action:

   • Add to Space: The user will automatically be added to the space at this step.
   • Remove from Space: The user will automatically be removed from the space when they reach this point in the journey.

5. Click Save Changes to apply the change and continue building your journey.

Celebrate Achievement

Add recognition to the journey to celebrate progress or mark key moments with a personalized message or badge. This step supports participant motivation and highlights their achievements in a meaningful way.

1. From the left panel, drag the Celebrate Achievement block into the journey sequence where you want to recognize progress or completion.
2. Enter a clear step name for internal tracking (example: Completed Orientation).
3. Select a celebration type by choosing one of the following options:
   • a. Notification
     If you selected Notification, add a short, uplifting title (example: Congratulations!) and write a personalized message that will appear to the user when the step is completed.
     

     

   • b. Badge
     If you selected Badge as the celebration type, you’ll be able to award users with a digital badge when they reach this step. Choose a Recognition Program from the dropdown, select the badge you'd like to assign, and enter the number of points to award along with it.
     

     

4. Click Save Changes to confirm the setup and add the step to the journey.