Journeys

Journeys are ready-made workflows for moments that matter: a first visit, a first gift and a person who stopped coming. Each one comes with emails for you to change. Teams that welcome and follow up people use them.

You need a role in Reach that can create workflows.

New donor welcome starts when the stage of a contact becomes Donor. Lapsed re-engagement starts when it becomes Lapsed. Add these stages under Setup › People fields first.

First-visit follow-up. Starts when somebody checks in for the first time. A thank-you goes the next day, and a week later what is coming up.

New donor welcome. Starts when the stage of somebody becomes Donor. A thank-you goes at once, what the gift makes possible a week later, and a note from the team after a month.

Lapsed re-engagement. Starts when the stage of somebody becomes Lapsed. A friendly note goes at once, and two weeks later what is coming up.

If Install is not available, the journey needs a stage that your organisation does not have. The card says which, such as Needs a Donor stage.

If a journey sends nothing, check that it shows On. A journey is installed switched off.

Your words first. A journey is installed switched off. Nobody gets an email before you change the words and switch it on.

Installed once. Install does not change a journey that is already there. Your changes stay.

A first visit. Reach knows a first visit from the timeline of the contact. A contact who checked in before does not get the follow-up.

Create your first workflow: every step a journey uses, and the Set stage step.
Contacts and tags: the timeline of a contact.
Insights: first visits and people lapsing this week.
People fields: set up your stages and fields in guided steps.