You can build complete customer journeys with automated follow-ups, behavioral decisions, and progressive incentives - replacing manual follow-up processes with intelligent, visual workflows.
With journey campaigns, you can:
Build sophisticated marketing campaigns that adapt to each guest's actions.
Transform manual, time-consuming campaign workflows into automated journeys that maximize engagement while saving significant time.
Create branching paths that route guests through different experiences based on whether they clicked, viewed, redeemed, or visited.
For example, a journey campaign can:
Automatically send a second message with a better offer when a guest doesn't open the first message.
End the sequence with a thank-you message after a guest visits your location.
Before you Start
Before you can create journey campaigns, you need:
An active Paytronix account with Messaging access.
At least one message created in Paytronix (email, SMS, or push notification).
At least one segment in Paytronix.
Create a Journey Campaign
In Messaging, click Create Campaign.
Enter a name for your campaign.
Select your target segment.
Click Next.
In the Message section, select Multi-Message Journey as your campaign type.
Build your Journey
The left panel contains all the components you need to build your journey: actions, messages, and logic steps. You'll use these to construct the journey from left to right.
Start your Journey
Every journey begins with a Start component, followed by the first message type you want to send.
Add a Start component from the left panel.
Add your first message component after Start — choose the message type you want to use (email, SMS, or push or pull notification).
Add a Wait step
After every message, you must add a Wait component. This gives guests time to take action before the journey evaluates their response.
Add a Wait component from the left panel after your message.
Click the Wait component and set the duration.
Select the time unit (minutes, hours, or days).
🤓 Tip: Most journeys use wait periods of one to seven days between messages. This gives guests enough time to take meaningful action before the next step evaluates their behavior.
Add a Conditional Split
After a wait, you can add a Conditional Split to create branching paths based on how a guest responded to your message.
Add a Conditional Split component from the left panel after your wait step.
Click the component and select the action to evaluate:
Clicked — guest clicked a link in the message.
Visited — guest has accrued a visit.
Viewed — guest viewed the message.
Segment Membership - guest belongs to a segment.
The conditional split creates two branches:
Yes — guests who completed the action.
No — guests who didn't complete the action.
You can connect each branch to a different message, push notification, or pull message based on the guest's response.
⚠️ Important: Every action in your journey must be followed by a Wait component — whether you use a conditional split or not.
Add Follow-up Messages
Add messages to continue the journey on either branch of a conditional split.
Add a message component from the left panel after a branch.
Click the component and select the message type (email, SMS, push or pull notification).
Connect the branch to the message.
You can switch between message types at any point in your journey to reach guests through different channels.
End your Journey
Every branch in your journey must end with an End component. Guests who reach an End component stop receiving messages from that journey.
Add an End component from the left panel at the conclusion of each branch.
Connect your last action on that branch to the End component.
You can have multiple End components in a single journey - one for each path a guest might take.
Example Journey Flow
Here's an example of a complete journey:
Start
First email with a small reward
Wait (three days)
Conditional split (did they visit?)
Yes → End
No → Second email with a larger reward → Wait (two days) → Conditional split (did they visit?)
Yes → Thank-you email → End
No → Push notification → End
Build journeys as simple or complex as your campaign strategy requires.
Schedule and launch your campaign
Once you're satisfied with your journey, follow the steps below to schedule and launch it.
Scroll down and click Next.
Set your campaign schedule:
Start date.
Start time.
Campaign type — select one of the following:
One-time campaign.
Recurring daily.
Recurring weekly.
Recurring monthly.
Recurring yearly.
Custom frequency.
Complete the conditions for your selected campaign type, then click Next.
Review your campaign settings.
Click Launch Campaign to go live, or click Save as Draft to save your progress and launch later.
View Journey Performance
Journey reports show overall campaign performance and break down results for each individual message within your journey.
Go to the journey campaign, click on the campaign and the Statistics will show.
Journey reports display:
High-level campaign metrics for the overall journey.
Individual performance for each message within the journey (eligible guests, visits and spend).
An expandable view to see all messages that are part of the journey.
Best practices
Start simple — begin with two-message journeys before building complex multi-branch campaigns.
Allow adequate wait time — give guests at least one to three days between messages to take meaningful action.
Use progressive incentives — start with smaller rewards and increase value for guests who need extra motivation.
Switch channels strategically — if guests ignore emails, try SMS or push notifications for follow-up messages.
Monitor and iterate — review journey reports regularly and adjust based on performance data.
Frequently asked questions
What's the difference between a journey campaign and a regular campaign?
Regular campaigns send a single message to a segment at one specific time. Journey campaigns create automated sequences with multiple messages that adapt based on guest behavior over time. Journey campaigns can span days or weeks with branching paths, while regular campaigns are one-time sends.
Where does my message content come from?
All message content comes from your message library. When building journeys, you select existing emails, SMS messages, pull and push notifications. You don't need to recreate content in Messaging.
Can I use my existing segments?
Yes. Journey campaigns use your existing Paytronix segments. Select them when setting up your campaign.
What happens if a guest unsubscribes mid-journey?
Guests who unsubscribe are automatically removed from all future messages in the journey. They won't receive any subsequent communications from that journey or any other campaigns.
How many messages can I include in a journey?
There's no strict limit on journey length, but most effective journeys use two to five messages. Longer journeys risk losing guest attention or becoming outdated before completion.
Can I send the same message more than once in a journey?
Yes. You can reuse messages within a journey. For example, you might send the same reminder message on both the three-day and seven-day branches if guests haven't taken action.
Troubleshooting
Guests aren't entering the journey
Verify that your campaign is active and that your segment contains eligible guests. Check that the campaign status shows Active and not Draft, and confirm that entry conditions match your intended audience.
Conditional splits aren't dividing as expected
The wait period may be too short for guests to take meaningful action, or the action type may not match what you're measuring. Increase the wait duration to at least one to three days and verify that the selected action type aligns with what you're evaluating.
Messages aren't sending
Check that your campaign isn't paused and that all messages selected in the journey still exist in your message library with Active status. Review journey reports to confirm guests are reaching that step.