Journeys

Documentation Index

Fetch the complete documentation index at: https://docs.masivo.ai/llms.txt

Use this file to discover all available pages before exploring further.

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What you’ll learn

By the end of this guide, you’ll know how to build sophisticated automated workflows that respond to customer behavior in real-time, creating personalized experiences that drive engagement and conversions.

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Step 1: Access the journeys section

Navigate to Marketing Automation > Journeys in your dashboard. This is your command center for creating automated customer experiences. Click the New journey button to start building your first automation workflow.

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Step 2: Define your journey foundation

Start by establishing the core parameters that will guide your automation: Name your journey strategically: Use descriptive names like “New Customer Onboarding” or “Cart Abandonment Recovery.” This helps you quickly identify the purpose when managing multiple journeys. Choose your audience wisely:

• Specific audience: Select this when you want to target customers with particular characteristics (VIP customers, recent purchasers, etc.)
• All customers: Choose this for universal experiences like welcome sequences or general announcements

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Step 3: Build your automation workflow

Now you’ll create the actual automation using the visual journey editor. Think of this as building a flowchart that responds to customer actions.

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Create your first journey step

Every journey starts with a trigger. Here’s how to set it up: 1. Choose your trigger event: Select what customer action will start this automation 2. Set your conditions: Define who qualifies for this step 3. Configure time delay: Decide when the action should happen (configured in minutes):

• Fires immediately: For urgent communications like order confirmations
• Custom wait time: Add strategic delays (e.g., wait 60 minutes)

4. Define the action: Choose what happens when conditions are met:

• Send email: Send a personalized email using your templates
• Send push notification: Deliver a mobile notification
• Send WhatsApp message: Send an approved WhatsApp template
• No action: Continue to the next step without communication

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Step 4: Connect your templates

When you select Send email, Send push notification, or Send WhatsApp message actions, you’ll choose from your existing templates: For email actions: Select from your email templates or create new ones directly from the journey editor. For push actions: Choose from your push notification templates to maintain consistent messaging. For WhatsApp actions: Select an approved WhatsApp template configured for your account.

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Split variants (A/B paths)

Use split variants when you want to divide customers into different paths by percentage (for example, Variant A = 70%, Variant B = 30%).

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Where you can create a split

• You can create only one split per journey
• The split can be inserted only on first-level steps (direct children of Start journey)
• After a split exists, you can still add regular nodes, but you cannot insert a second split

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How to add more variants

After creating the split, click the split node to open the split form and use Add variant.

• Do not use the + menu to create additional variants
• Variant branches are managed from the split form

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Variant rules

• Minimum weight: 0
• Maximum weight: 100
• Maximum variants per split: 8
• If variants exist, total weight must be exactly 100%

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How distribution works

Customers are assigned to one variant using the configured weights.

• Example: A = 70%, B = 30%
• If 10,000 customers reach the split, expected distribution is ~7,000 in A and ~3,000 in B

Percentages are probabilistic, so short-term numbers may vary slightly.

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What you’ve accomplished