Steps: The Building Blocks of a Journey

Steps define the flow of every Journey. Each step represents a key action or decision point that moves a customer forward, whether it's entering the Journey, receiving a message, waiting based on timing or behavior, or exiting after completion.

By combining different types of steps, you can create personalized Journeys that respond in real time or follow a scheduled sequence. Each step is independently configurable, giving you the flexibility to fine-tune the experience. For example, a Wait Step might be used multiple times within the same Journey, each with different time intervals, to control the pacing of customer communications.

Use steps to organize and control the customer experience ensuring every Journey is intentional, relevant, and results-driven.