Creating a New Journey

A Journey is an end-to-end communication workflow that defines when, how, and through which channels notifications are sent to customers or sellers throughout the order lifecycle.

You can create a journey in two ways:

• Guided Mode – Build a journey from scratch with complete control over events, channels, templates, and routing logic.
• Quick Mode – Start with a pre-configured journey template and customize it to meet your requirements.

Getting Started

1. Navigate to the Smart Communications homepage.
2. Click + New Journey in the top-right corner.
3. Choose how you would like to create your journey: Guided Mode or Quick Mode

This article covers Guided Mode
https://dashboard.clickpost.ai/settings/smart-communications/workflow?step=0

Step 1: Select Channel & Parameters

In this step, you define the primary communication channel and audience for the journey.

Select a Primary Channel

Choose the default channel through which notifications will be delivered.

Available channels include:

• WhatsApp
• SMS
• Email
• Marketing Tools

Note: Additional fallback channels can be configured later while setting up individual events.

Configure Journey Parameters

Select the mandatory routing parameters:

Additional parameters such as Language, Courier Account, and Order Type can be configured in the next step.

Once completed, click Save & Next.

Step 2: Select Packages & Events

Choose the notification events that should be part of your journey.

1. Browse the available event packages from the left panel.
2. Expand a package to view its events.
3. Select the events you want to include in the journey.
4. Selected events will appear in the Preview & Customize Events panel.
5. Use the search bar to quickly find specific events.
6. Click Save & Next to continue.

Note: Only events from packages enabled in Configure Settings will be available for selection.

Step 3: Configure Journey

This step allows you to configure the communication logic for each selected event.

The page consists of:

• Channel Tab
• Parameters Tab
• Packages Tab
• Journey Canvas

The journey canvas displays all selected events as individual event cards.

Channel Configuration

Review or modify the communication channel used for events within the journey.

If you switch the primary channel selected earlier, the system will update all event cards accordingly. Any previously selected templates may need to be reconfigured.

Parameter Configuration

Apply routing and audience filters to further customize the journey.

Available parameters may include:

• Movement Type
• User Persona
• Courier Account
• Language
• Order Type

The available parameters depend on the configurations enabled for your account.

Package Review

Use the Packages tab to review the events selected during the previous step and make any necessary adjustments.

Configuring Event Cards

Each event card represents a notification event within the journey.

For every event, you can:

1. Select a Channel: Choose the communication channel that should be used for that specific event.

2. Assign a Template: Select an existing template from the dropdown list.

You can also:

• Create a new template directly from the event card
• Preview an existing template before assigning it

3. Add Fallback Channels: Use + Add Channel to configure fallback channels.

If delivery fails on the primary channel, Smart Communications will automatically attempt delivery through the configured fallback channels.

Example: WhatsApp → SMS → Email

This helps improve overall notification delivery rates.

4. Test Notifications: Use the Test option on the event card to validate template rendering and message delivery before publishing the journey.

Publishing the Journey

Once all events have been configured with the appropriate channels and templates:

1. Review the journey configuration.
2. Click Create Journey.

The journey will be activated and begin sending notifications based on the configured logic and event triggers.

Important: Journeys with missing templates or incomplete configurations will be marked as Broken on the Smart Communications dashboard. Use the provided fix options to complete the setup before activation.