Journeys

A journey takes players through a flow (messages, bonuses, waits and branches) after something happens, and stops when they do what the journey is for.

CRM → Journeys. On an empty list, Add the 7 starter journeys adds the flows commonly run in Customer.io as drafts: community invite, no first deposit, first to second deposit, second to third, Monday reload, and two reactivation flows. You then write their messages. Or Build one from scratch.

The editor has the canvas on the left and the selected step's settings on the right. Undo and Redo cover every change.

How players enter

Click Start and choose one or more triggers:

Trigger	Players enter
When they do something	The moment an event happens, optionally only on some weekdays
Everyone in a segment	When they join a segment
On their Nth deposit	On a given deposit number
When a field changes	When an attribute changes, for example VIP level
On a date in their profile	On a date such as their birthday
On a schedule	At set times
After days without activity	After N days with no activity
After days without a deposit	After N days with no deposit
When you add them by hand	From a contact's page

Events a journey can start on include account registered, email and phone confirmed, logged in, KYC started, submitted, approved and rejected, deposit started, succeeded and failed, first deposit, withdrawal requested, approved, paid and rejected, bonus created, claimed, expired and cancelled, wagering started and completed, the hourly betting summary, and VIP level reached.

Rules in Start can narrow who may enter (see Rules), and you choose how often a player may enter: Once per player (the default), Every time, or Again after a number of days.

Event triggers act within seconds; time-based triggers (schedule, segment, inactivity) run every few minutes.

Steps

+ Add a step between any two steps:

Group	Step	What it does
Messages	Send an email	One of your email templates
	Send an SMS	One of your SMS templates
	Give a bonus	Through the platform's direct bonus award; can split into "given" and "could not be given"
Timing	Wait	For a while, until a time of day, or until a date
	Wait for something to happen	Holds the player until they do something or time runs out; two paths
Logic	Yes / no	Checks rules at that moment; Yes or No
	Split by rules	Several paths; the first whose rules match wins, everyone else takes the last
	A/B test	Paths at random, by percentage, to compare what works
Data	Update the contact	Set a field, add or remove a tag
	Call a webhook	Send the player's data to another system
	Notify the team	Email your team, for example when a VIP gets here
Flow	Goal checkpoint	Marks reaching this point as a success, for reports
	Move to another journey	Ends this journey and starts another
	End the journey	Takes the player out here

Inside a journey, rules can also ask about an earlier step: whether the player was sent, opened or clicked an email, clicked an SMS, or got a bonus.

How the journey behaves

Click End for the settings of the whole journey:

• Leave the journey when they…: exits, checked all the time wherever the player is, for example made a deposit on a "no first deposit" journey.
• Conversion: what counts as the journey working. Reports use it.
• Quiet hours: messages due in the window wait until it ends. Time zone: each player's own, or one you pick.
• Frequency cap: messages over the cap wait until they fit.
• Priority (1 to 10): higher goes first when a player qualifies for several journeys.
• One bonus journey at a time: a player is never in two bonus journeys together.

Draft, Ready, Live

State	What happens
Draft	Saved with Save draft. Never sends.
Ready	Mark as ready checks every step; anything to fix is shown on the step and in a list. A journey cannot go live while the list has items.
Live	Players enter and move through it. Each live version is kept, so an earlier one can be restored.

A live journey's canvas shows how many players wait at each step. Its Results tab shows entered, converted and exited, and why players left.

Live means real players

On a brand where the test list is off, a live journey messages every player who enters. Build test journeys on a test segment (see the tip under Broadcasts).