Journey

A Journey is an automation flow that performs actions automatically based on lead creation or lead updates. Using Journeys, the system can:

• Automatically update lead fields
  
• Automatically assign leads to users or teams
  
• Automatically create tasks
  
• Trigger notifications without manual effort
  

Journeys work only on Lead Creation and Lead Update events.

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What Can Be Automated Using Journeys?

Based on defined conditions, Journeys can:

• Update specific lead fields
  
• Change lead ownership
  
• Create tasks for users or lead owners
  
• Notify users about assignments and actions
  

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To Create a New Journey, Follow These Steps:

1. Click the Menu and navigate to Journey.
   
2. Click New Journey from the top right corner.
   
3. Enter the Journey Name for reference.
   
4. Add a short Journey Description.
   
5. Select the Start Date.
   
6. Select the End Date for how long the journey should run.
   
7. Click Next.
   

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

1. Select Leads as the application.
   
2. Choose the trigger type:
   
   • Lead Creation, or
     
   • Lead Update
     
3. Select Lead Update if the automation should run when lead data changes.
   
4. Click Next.
   

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To Define the Condition for Automation, Follow These Steps:

1. Select the condition field, such as Lead Stage.
   
2. Define the condition value, for example when Lead Stage is set to Customer.
   
3. Click Next.
   

This condition determines when the journey actions will execute.

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To Configure Auto Field Update and Lead Assignment, Follow These Steps:

1. Choose When the action should occur, such as Immediately.
   
2. Select Engagement Type as Lead Update.
   
3. Choose the field to be updated, such as Payment Status.
   
4. Set the field value, for example mark Payment Status as Done.
   
5. Select Lead Owner reassignment.
   
6. Choose the target Agent or Team, such as the post-sales or customer support team.
   
7. Click Save.
   

The system will now automatically update the field and reassign the lead when the condition is met.

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To Create an Auto Task Using the Same Journey, Follow These Steps:

1. Click Add to create another action in the journey.
   
2. Select the action timing, such as Immediately.
   
3. Choose Engagement Type as Task.
   
4. Select the Task Type, such as Call.
   
   
   • Auto Call triggers a system-initiated call
     
   • Manual Call creates a task for the agent
     
5. Enter the Task Description, for example Call the customer for account setup.
   
6. Select Task Owner as the Lead Owner.
   
7. Choose the task execution time, such as Immediately or After a specified time.
   
8. Click Save.
   

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To Activate the Journey, Follow These Steps:

1. Review all configured actions.
   
2. Click OK to confirm the setup.
   
3. Click Go to activate the journey.
   

The journey is now live.

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What Happens When the Journey Condition Is Met?

When the defined condition is triggered, for example when Lead Stage is changed to Customer:

• Specified fields are updated automatically
  
• Lead ownership is reassigned automatically
  
• A task is created automatically for the lead owner
  
• Notifications are sent to the assigned user
  

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To Verify Auto Field Updates and Lead Assignment, Follow These Steps:

1. Navigate to the Lead Box.
   
2. Open a lead.
   
3. Update the Lead Stage to the configured value.
   
4. Save the lead and refresh the page.
   
5. Reopen the lead.
   

You will see:

• Updated field values such as Payment Status
  
• Updated Lead Owner based on the journey configuration
  

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To Verify Auto Task Creation, Follow These Steps:

1. Navigate to the Tasks section.
   
2. Locate the newly created task.
   
3. Review the task details and ownership.
   

The task will be automatically assigned and visible to the lead owner.

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Are Notifications Sent Automatically?

Yes. Whenever a journey performs actions such as lead assignment or task creation, notifications are automatically sent to the relevant users.

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What Is the Benefit of Using Journeys?

Journeys help teams:

• Eliminate manual updates
  
• Reduce response time gaps
  
• Ensure consistent follow-ups
  
• Automate repetitive operational work
  

Once configured, the system executes all actions automatically.