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How to Create a Customer Journey that Sends an Email (Using Outbound Segment)

1. Select Customer Journeys entity in the left-side navigation

2. Click "+New"

A pop-up window will display with suggested templates.

3. Click Skip to create a blank Customer Journey from scratch

4. Click the "+" to Set Audience

5. Under Source Type click the drop-down arrow, and select Segment

6. In the search bar under Inclusion, search for the appropriate Segment.

7. Click "+" in the Journey to add an action

This will display actions that can be added to the Journey, including Wait conditions, If/Then conditions, and Send an Email.

8. If you want to send an email within the Customer Journey, click Send an Email

9. In the right side panel, select an existing Email to add to the Journey.

If the Email has not been created yet, create a New Marketing Email by following the steps below.

9.1. Click + New Marketing Email

A pop-up will display templates that you can select if appropriate.

9.2. Click Skip to create an Email from scratch

9.3. In the top left corner of the Email Builder, update the name of the Email to identify the record

9.4. Click the drop-down arrows to set the Email Settings including the From Name, From Address, and Email Subject.

9.5. Update the From name and From address as needed.

9.6. Add an Email Subject

9.7. Select the "+" in the center panel add the elements to your email

9.8. Select the Image element to add a company logo if appropriate and choose an image.

If the image is hosted publicly on the web, you can use the URL or you can upload an image.

9.9. Select the "+" in the center panel under the first element to add another element to your email

Note how in the screenshot below, we are clicking the inner rectangle. Doing so will add an element with a one column layout, similar to how the image element is one column. Hover over the outer rectangle and click the plus sign if you want to add a section that has more than one column. For example, if you want to put an image next to a paragraph of text, you'll need a two column layout.

9.10. Select Text and enter the appropriate content

You can use the "Personalization" button to add dynamic text, such as the contact's first name. Other formatting options are available in the toolbar and you can also click the "..." three dots in the toolbar for more formatting options.

9.11. Verify the Email is good to go by Previewing and sending Test Sends

You can also use the accessibility and spam checker via the top toolbar in the email builder for added peace of mind.

9.12. Click Go Live to "Publish" the Email

10. Click the General Tab on the Customer Journey record

11. Add a Name to the Customer Journey

12. Enter a Start Date and Time and End Date and Time

The Start Date and Time determines the date the Customer Journey will be started.

The journey starts by processing all contacts that are already in its segments, and it will continue to process new contacts that are added to the segment during the time it is active. At the end of the schedule, it stops processing all contacts, regardless of where they are in the journey. Use the Start date and time and End date and time settings on the General tab to set up the start and end dates, and use the Time zone setting to establish the time zone to use when interpreting these values.

13. Click Save

14. Click Check Errors

Resolve any errors as needed

15. Click Go Live