> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/marketing/journey-add-on-module.md).

# Journey (Add-On Module)

Initiate automated personalized interactive journeys base on a customer's data.

{% hint style="info" %}
**Previous Feature Name:** Customer Journey
{% endhint %}

## Journey List

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FArVl9L0wvTRhxg7xTNFX%2F-1.jpg?alt=media&amp;token=b2c6e932-c80f-4922-981a-00b79920b5a4" alt=""><figcaption></figcaption></figure>

1. Add Journey: Create a new personalized journey.
2. Name: Set the name of the journey.
3. Trigger Type: Define the conditions that trigger the journey.
4. Start Time: Choose between permanent activation or scheduling.
5. Status: Draft, In Progress, Scheduled, Trigger Closed, Journey Stopped, Journey Ended.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FRGGrarGVY4C3LubJJuVb%2F-2.jpg?alt=media&amp;token=59c0ba2f-8d9f-4595-a315-420dc6468e30" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}

1. Draft: You can make changes if a journey is not yet published, including changing trigger conditions and deleting nodes.

2. In Progress: The journey is active. In this state, you cannot modify the target channels or activation time, but you can edit the content within nodes.

3. Scheduled: In this status, you cannot modify the target channels or activation time, but you can edit the content within nodes.

4. Trigger Disabled: In the status, no customer will enter the journey anymore. However, existing customers already in the journey will continue until they finish the entire journey.

5. Journey Stopped: The journey is temporarily paused, and the trigger conditions are deactivated. Customers who are currently in progress will also be stopped from executing.

6. Journey Ended: The journey is in a stopped state, and you cannot modify the "target channels," but you can edit the content within nodes.
   {% endhint %}

7. Action: Different actions can be performed based on the status of the journey.\
   1\. Draft: Edit, Duplicate, Delete.\
   2\. In Progress: View Journey, Close Trigger, Stop Journey, Duplicate.\
   3\. Scheduled: View Journey, Stop Journey, Duplicate, Delete.\
   4\. Trigger Disabled: View Journey, Stop Journey, Duplicate.\
   5\. Journey Stopped: View Journey, Duplicate.\
   6\. Journey Ended: View Journey, Duplicate, Delete.

### List of Journey Status Change Reasons:

<table><thead><tr><th width="320.3333333333333">Reasons for Status Changes</th><th width="224">Updated Journey Status</th><th>Prompt Message⚠️</th></tr></thead><tbody><tr><td>When sending LINE messages, there is no available message quota left.</td><td>Stopped</td><td>LINE channel is unable to send messages; the official account has no available message quota.</td></tr><tr><td>When sending WhatsApp messages, the prepaid balance is 0.</td><td>Stopped</td><td>WhatsApp channel is unable to send messages; the prepaid account balance is 0.</td></tr><tr><td>Reached LINE message limit.</td><td>Stopped</td><td>LINE channel is unable to send messages; the target channel's message limit has been reached.</td></tr><tr><td>Reached WhatsApp message limit.</td><td>Stopped</td><td>WhatsApp channel is unable to send messages; the target channel's message limit has been reached.</td></tr><tr><td>The bot module has been deleted.</td><td>Stopped</td><td>Bot or bot module not found.</td></tr><tr><td>WhatsApp message templates have been deleted.</td><td>Stopped</td><td>WhatsApp message template not found.</td></tr><tr><td>Custom attributes are archived, or the data type of custom attributes has been changed.</td><td>Stopped</td><td>Custom attribute not found or archived, or data type has been changed.</td></tr><tr><td>Reached maximum trigger limit.</td><td>Trigger Disabled</td><td>Journey trigger count has reached the plan limit.</td></tr></tbody></table>

## Add Journey

### 1. Set the start point of the journey.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FJK5ivxRGP5MDYnf65Uy4%2F-4.jpg?alt=media&amp;token=849789b5-341d-4d88-bbee-2086d1449732" alt=""><figcaption></figcaption></figure>

1. Save: Save the journey to the draft stage.
2. Publish: Publish the journey for formal deployment.
3. Journey Name: Set the name of the journey.
4. Start Time: Choose between permanent activation or scheduling.
5. Do not disturb:\
   \
   During the do not disturb period, customers will not receive messages. If the do not disturb time spans multiple days, it needs to be set in two-time segments.\
   \
   \*Example: To set the "Do Not Disturb" period from "23:00 every night to 08:00 the next day", follow the setting below.\
   ![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F0WqJXjvISn2nTH6WZJh5%2F-5.jpg?alt=media\&token=1696f13a-dd98-4149-9f5e-6f13712b5c60)<br>
6. Limit of the trigger times (for each customer): limit the maximum trigger count per customer.
7. Trigger Condition: When customers meet the conditions, the journey will begin. There are five triggering conditions.
   * Complete Purchase:\
     When a customer completes a purchase.\
     ![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F3sbTcXq8lKtHVFX0hw5S%2F%E6%88%AA%E5%9C%96%202023-08-17%20%E4%B8%8B%E5%8D%887.56.42.png?alt=media\&token=c94e9de0-bec3-4313-a7e1-6482a92d417d)<br>
   * Add Contacts:\
     When a new contact subscribes to the target channels.![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FgvCZvmZE6CWARgEIwOQ5%2F-6.jpg?alt=media\&token=2549497d-a1ec-4025-8585-54619557f568)
   * Enter tag:\
     When a customer has been tagged.\
     ![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FiVpfQiLyG7UplHkMUUrp%2F-7.jpg?alt=media\&token=1789fb30-0ad0-41a3-a2a0-9633c22364a1)
   * Custom Attribute Changes:\
     When a customer's custom attribute has been updated.\
     ![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FJX0cio4cjadeSq20CRkS%2F-8.jpg?alt=media\&token=a37f6fb7-446e-4885-81e3-5f91034c8fb6)<br>
   * System Features:\
     When a customer meets conditions in other features. Currenly support feature: Website remarketing.\
     ![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FOb0YQIU4Jb7A7sexW4R2%2F-9.jpg?alt=media\&token=17dc9ded-f91a-4e5e-890b-d85e7f45d04a)
8. Target Channel:

{% hint style="info" %}
When target channel selected is **LINE** or **WhatsApp,** you can set limit of message.\
![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FCTL9hwqXS1psoVMGQjgw%2F-10.jpg?alt=media\&token=04bc5a58-cb37-4a17-9475-c87c4541f6b5)![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FMujmLmfrWDtTO2NRZNja%2Fimage.png?alt=media\&token=7ac09e86-74eb-47e8-b31c-5ea9dba894e7)
{% endhint %}

## 2. Add Node

There are 4 types of nodes, including **Message Node**, **Time Delay**, **Segmentation Filters**, **Add/ Remove Tag**. Click「＋」botton to set a node.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FfFcXQUcwpkOf5JsOHeRg%2F%E6%88%AA%E5%9C%96%202026-05-29%20%E4%B8%8B%E5%8D%882.18.18.png?alt=media&amp;token=2c7c21f5-fa0f-4263-b49d-a1085c638bb1" alt=""><figcaption></figcaption></figure>

### 1. **Message Node**

* FB, IG, LINE: Select **Chatbot**.
* WhatsApp: Select **Chatbot** and **Message Template**

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FzO32zEZ5U93dl9NQwmnp%2F-13.jpg?alt=media&amp;token=defe74b0-2e3f-4de0-8f48-24030e93f12c" alt=""><figcaption></figcaption></figure>

1. Select the channel.
2. Select the message type.
3. Select a bot.

### 2. **Time Delay**

You can set a day, an hour, and or a minute. At least one field is required, and the value cannot be 0.

{% hint style="warning" %}
System processing for journey message nodes takes approximately 3-5 minutes. To guarantee on-time delivery, please set a minimum delay of 5 minutes before the message node.
{% endhint %}

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FD4YlKwqoGZyqHzsbOIij%2F-15.jpg?alt=media&amp;token=c72c599f-13e7-4c79-81e3-d75cf299850e" alt=""><figcaption></figcaption></figure>

### 3. **Segmentation Filters**

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FCruLB1i7Uki6KYoyXAA2%2F-16.jpg?alt=media&amp;token=1c8ef7d2-6176-45b7-be05-7ed7bea66872" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You can set segmentation conditions based on the following:

* **Customer Basic Information**: Tags, custom attributes, member ID, phone number, and email.
* **Interaction Time**: last contact from customer, last automated messages from the team, last contact from team, last checkout time.
* **Binding Status**: Indicates whether the customer has completed social subscription.
* **Social Points** (👐 Applicable Plan: Social Points module)
  * **Remaining Points**: Points currently available for the customer to use.
  * **Accumulated Points**: Total points the customer has earned to date.
    {% endhint %}

{% hint style="warning" %}
When a customer enters a journey and passes through a filter node, if the segmentation filter data field has no value, the customer will always proceed through the **“No”** path.

For example, if **“Last Checkout Time”** is set as the condition, but the customer has never completed an order, then their **“Last Checkout Time”** field will be empty. In this case, the customer will continue through the **“No”** path in the journey.
{% endhint %}

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FbULSwPmyoPXloJ7JU6Wp%2F2-.jpg?alt=media&amp;token=d53abcfa-f1d8-4fc4-8555-0f06e8a9460d" alt=""><figcaption><p>Segmentation Condition Setting Example.</p></figcaption></figure>

{% hint style="info" %}
If a custom attribute is set as a date type, the definitions of "On the Nth day in the past" and "On the Nth day in the future" are as follows:

* On the Nth day in the past
  * Example: If the node trigger time is 2023-01-05 18:00:00, "On the 1st day in the past" means 2023-01-04 00:00:00 \~ 2023-01-04 23:59:59.
* On the Nth day in the future
  * Example: If the node trigger time is 2023-01-05 18:00:00, "On the 1st day in the future" means 2023-01-06 00:00:00 \~ 2023-01-06 23:59:59.
    {% endhint %}

### 4. **Add/ Remove Tag**

{% hint style="warning" %}
The same tag cannot be added and removed at the same time.
{% endhint %}

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FnGredTSudOnxVkWjCLWN%2Fimage.png?alt=media&amp;token=799642c1-ce14-4ab3-8134-cbfa28bf9481" alt=""><figcaption></figcaption></figure>

### 5. Adding / Deducting Points Balance

{% hint style="info" %}
🙌🏻 **Available for:** This feature requires the **Points History** add-on.
{% endhint %}

* **Add:** Once triggered, the system will increase both the **points balance** and **cumulative points**.
* **Deduct:** Once triggered, the system will deduct from the **points balance** only (**cumulative points will not be affected**).

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FuNeeDDQInRLpQqT98gi1%2F%E6%88%AA%E5%9C%96%202026-05-29%20%E4%B8%8B%E5%8D%882.25.10.png?alt=media&amp;token=83987979-f48e-492b-8bbf-87492f9ff990" alt=""><figcaption></figcaption></figure>

### 6. Action Node: Update Custom Attribute Value

{% hint style="info" %}
🙌🏻 **Available for:** Social CDP plan, or accounts with **Customer Journey** and **Custom Attributes** enabled.
{% endhint %}

When a customer passes through this journey node, their custom attribute value will be automatically updated to the specified value.

Please note:

* Only **text-type** custom attributes are supported.
* Custom attribute updates can also be synced to external systems via Webhook (requires Contact-related webhook integration).

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FgptUBxwKFmXR7y1T4zIh%2F%E6%88%AA%E5%9C%96%202026-05-29%20%E4%B8%8B%E5%8D%882.32.11.png?alt=media&amp;token=59cdb491-ede6-4b9c-b802-d5946d1caf7f" alt=""><figcaption></figcaption></figure>

Example 1:\
If you’ve created your own membership tiers in Omnichat using custom attributes, you can use this node to automatically update a contact’s custom attribute based on your customer journey flow.

Example 2:\
When a customer completes a purchase of a specific product with an order amount greater than 10,000 (journey trigger), you can use this node to automatically update that customer’s membership level in Omnichat (custom attribute) to “Platinum Member.”

## Journey Overview

After the journey is published, click on "Journey Setting" to see an overview of the journey data, including:\
![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F3zWupWXunklBa3SjyKZW%2Fimage.png?alt=media\&token=addc60f0-0b5e-4157-a88b-07bec1dae287)

1. Trigger Times: The number of times customers triggered the journey (counted repeatedly).
2. Revenue: The revenue generated.
3. Number of Orders: The total number of orders generated.
4. ROAS:：(Revenue / Estimated Message Cost)\*100%.
5. Completion Times: The total count of completions of the journey.
6. Completion Rate: (Completion count / Trigger count)\*100%。
7. No. of Messages Sent: The total number of messages sent during this journey.
8. Estimated Message Cost: The estimated message cost incurred in this journey. (LINE: NT$0.2 per message, WhatsApp: HKD$0.5 per message)

## Node Data

After the journey is published, click on "Message Node" to see the node data.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FviF1b2z9pRGaFGHOxh3z%2F1-.jpg?alt=media&amp;token=fda85e04-8565-447c-a85d-91ebbd3b27d4" alt=""><figcaption><p>The numbers shown in the diagram represent the number of times the node has been triggered, and they are calculated in real-time.</p></figcaption></figure>

### Node data varies by platform presentation.▼

**Facebook、Instagram：**\
![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F3unGJt8B1KYgZXxYgEAp%2Fimage.png?alt=media\&token=df45091b-0f17-46e0-b1f0-339aad7dcd23)

**LINE：**

![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FQY3iu54d1gU8FM2ZGEP5%2Fimage.png?alt=media\&token=82e8ef7b-a6d7-420e-928c-f55433c718c0)

**WhatsApp：**\
![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FYG2M1lb4QwhJqgkEBknZ%2Fimage.png?alt=media\&token=b9f9fcac-c34f-441f-8919-44b9389c4532)<br>

{% hint style="info" %}
Journey data is updated once every hour.
{% endhint %}