Create a journey

What you'll need

• Access to Automation > Journeys
• A sender set up for at least one channel you plan to use — a WhatsApp/SMS number (see Messaging tab overview) or a connected SendGrid account for email

Steps

1. Go to Automation > Journeys and click New Journey.
2. Name the journey, then choose its trigger — see Choose a trigger for your journey for what's available today.
3. Build the sequence by adding steps from four groups: Messages (SMS, WhatsApp, or Email), Timing (a Delay, with preset chips for 1 hour, 6 hours, 1 day, 3 days, 1 week, or a custom value), Logic (a Decision split that branches guests based on whether they opened/clicked/visited/are in a segment, or an Exit step that ends the journey), and Integrations (Tag or Webhook — see Add a tag or webhook step to a journey).
4. For each Message step, write the content for that channel and use merge fields (like the guest's first name) where the editor supports them.
5. Set the journey's sender — one Twilio connection covers both SMS and WhatsApp, and one SendGrid connection covers email, for the whole journey. See Choose a sender for your journey.
6. Save and publish the journey. Guests who match the trigger going forward enroll automatically — a journey doesn't retroactively enroll guests who already matched the trigger before it was published.

Best practice: start with a short journey (trigger → one message → exit) and confirm it fires correctly before building out branches and delays — it's easier to debug two steps than eight.

Related articles

• Journey Builder overview
• Choose a trigger for your journey
• Add a tag or webhook step to a journey
• Choose a sender for your journey