Internal Journey

An Internal Journey is an automation flow used to notify internal team members when specific lead-related events occur.
Internal Journeys are typically used to:

• Notify reporting managers when leads are dropped
  
• Alert teams when a lead reaches invalid, not interested, or not answered stages
  
• Inform managers when a lead is converted into a customer
  

Notifications can be sent through channels such as:

• Email
  
• SMS
  
• WhatsApp
  
• Other configured messaging channels

How Is an Internal Journey Different From an External Journey?

• Internal Journey sends notifications to internal users such as lead owners, reporting managers, or team leads
  
• External Journey sends communications to leads or customers
  

This FAQ focuses only on Internal Journeys.

To Access the Journey Dashboard, Follow These Steps:

1. Click the Menu and navigate to Journey.
   
2. The Journey Dashboard opens, displaying existing journeys.

To Create a New Internal Journey, Follow These Steps:

1. From the Journey Dashboard, click New Journey.
   
2. Enter a Journey Name for reference.
   
3. Enter a Journey Description.
   
4. Select the Start Date.
   
5. Select the End Date to define how long the journey should run.
   
6. Click Next.
   

The date range helps track when the journey was active and analyze its performance later.

To Select the Application and Trigger Event, Follow These Steps:

1. Select Leads as the application.
   
2. Choose the trigger event:
   
   • Lead Creation
     
   • Lead Update
     
   • Lead Conversion
     
3. Select the appropriate event based on when notifications should be sent.
   
4. Click Next.
   

To Configure When the Notification Should Be Triggered, Follow These Steps:

1. Select When the notification should be sent.
   
2. Choose Immediately or select a delayed option if required.
   
3. Click Next.
   

To Select the Engagement Channel, Follow These Steps:

1. Choose the Engagement Type, such as Email.
   
2. Select the channel through which internal users should be notified.
   
3. Click Next.
   

To Select the Internal Audience, Follow These Steps:

1. Choose Internal Audience.
   
2. Select who should receive the notification, such as:
   
   • Lead Owners
     
   • Reporting Managers
     
   • Team Leads
     
3. Click Next.
   

To Configure Email Notification Details, Follow These Steps:

1. Select the Email Route, such as Promotional or Transactional.
   
2. Enter the Email Subject.
   
3. Enter the From Email ID.
   
4. Enter a Reply-To Email ID, if required.
   
5. Select an Email Template created using the Content Manager.
   
6. Preview the template if needed.
   
7. Attach files if required.
   
8. Click Save.
   

The email template should clearly explain the lead event, such as lead conversion or lead drop.

Can Multiple Engagements Be Added to One Journey?

Yes. You can add multiple engagements to a single journey.

• Click Add to include additional engagements
  
• Up to eight engagements can be configured within one journey
  

Each engagement can use a different channel or audience if required.

To Activate the Internal Journey, Follow These Steps:

1. Review all configured journey steps.
   
2. Click Save.
   
3. Activate the journey.
   

Once activated, the internal journey will run automatically based on the defined conditions.

What Happens When an Internal Journey Is Triggered?

When the configured lead event occurs:

• Notifications are sent to the selected internal users
  
• Managers and team leads receive real-time visibility
  
• Lead activity and status changes are tracked consistently
  

What Are Common Use Cases for Internal Journeys?

Internal Journeys are commonly used for:

• Notifying managers when a lead is dropped
  
• Alerting teams when a lead reaches an invalid stage
  
• Informing stakeholders when a lead is converted
  
• Maintaining accountability and tracking lead quality
  

What Is the Benefit of Using Internal Journeys?

Internal Journeys help organizations:

• Maintain visibility across teams
  
• Reduce manual follow-ups
  
• Improve internal communication
  
• Track critical lead status changes automatically