Create and Manage Journeys

Workvivo Journeys enables you to deliver targeted, automated, and personalized employee workflows. With triggers, steps, templates, a centralized message hub, and analytics, customers can design, create, and track tailored communications workflows.

Accessible via web and mobile, Journeys ensures employees receive the right content at the right time at scale. 

Device(s): Desktop, Mobile (to view and/or complete a Journey) 

Roles / Permissions: 

• Journey Admin: Can create, manage and view analytics on all Journeys across the organization.
• Journey Manager: Can only manage and view analytics on Journeys they have created themselves.

Note: Journeys can only be configured and analysed on desktop.

Create a Journey 

You can create a Journey either from scratch of from templates. 

To do so, navigate to the Journey Dashboard from Admin hub and select the Create Journey button:

Select the Blank Canvas option to open the Journey Builder where you build out the Journey, selecting the trigger and the steps you want to include:

• Click Select Starting Point to choose your trigger and select the trigger that best matches your scenario

Next, use the drag-and-drop steps to build the sequence of steps you want to have in a Journey and assign the content to each step:

You can reorder steps by dragging them to a new position on the timeline or delete them if you wish.

• You can also add Acknowledgement to some of the steps; this will require the end user to explicitly acknowledge they've consumed the content that was shared with them.

To space out the Journey, drag and drop the Add an Interval step. This allows you to pause the steps coming after the interval for a specified period (e.g., 3 days). The interval is calculated from the moment the trigger is met on the user side:

You can preview your Journey from user's perspective by clicking on the Preview option. This allows you to check the Journey steps and timeline without needing to publish it:

Once the timeline is complete and all steps have content assigned, you'd need to configure the Journey's information, audience and publish your Journey.

To do so, navigate to the Info & Settings tab and set up the followings:

• Journey Title: A clear, descriptive name.
• Description: A brief overview of the journey's purpose.
• Image: A thumbnail image for easy identification.
• Audience: Select the audience you want the journey to be assigned to (hidden and external spaces are not supported).

Save Journey as Draft or Template

Please note that you can save your Journey as draft and come back to it later. To do so, click Save at any point during creation to save your work and come back later:

Please note that you still need to select the trigger to be able to save a journey as draft.

You can save your Journey as a template for future use by clicking Save as Template during creation. Access saved templates via the Journeys Admin Dashboard > Options > Manage Templates:
 

Click Schedule at the bottom to open the modal below. Choose Publish Now for immediate publishing or set a future Start Date/Time. The End date is optional; if left blank, the Journey runs indefinitely, enrolling users each time they trigger it:

Managing a Journey 

Please note that an active or ended Journey cannot be edited but you can extend the end date, end an active Journey or delete/duplicate the Journey.

Extend Journey's End Date

To extend the end date, navigate to the Journey Dashboard and click on the title of the Journey you want to update or select Edit from the … menu:

• Go to the Info and Settings tab for the active Journey.
• Locate the End Date setting.
• Adjust the date to a later time to ensure the Journey continues.

End a Journey

• From the Analytics page, click the End Journey button to stop enrolment and prevent users from progressing further through the steps.

• From the Journey dashboard, click the … and select End Journey.

Duplicate or Delete a Journey 

Duplicated Journeys are saved in draft mode and you can change or adjust them. You can also delete a Journey, but if it's in active state, you must first end it manually and then delete it. A deleted Journey will disappear from the user's and admin's dashboard.

Editing a Journey

Journey Admins/Managers can now edit the image, title, and description of a Journey, even if it is active or ended.

The following steps can also be edited while the journey is active:

• Share an Article
• Share a Page
• Share an Update
• Share a Message
• Share a Link
• Share an Event

To do so, select Edit for the active journey you want to edit:

And update relevant step content and save the journey:

Completed steps will keep their status but the content will be updated for the end users. Acknowledged steps will retain their status; editing content won't remove the ACK report or status.

Add Translation to Journeys

Translations for the Journey title and description can now be added and edited in the 'Add Translations' section of the Journey editor:

Please note these translations are auto-added but can be edited manually.

Sync Journey's Audience

This option allows Journey Admins/Managers to manually sync the audience of an Active Journey that uses a Default Trigger. When you click Sync Audience, we check the audience you had selected for the journey. Anyone who now matches the audience but is not yet enrolled will be added to the journey.

This is especially useful when new employees join the organisation and need to be included in an existing training or onboarding journey (note that this will not remove anyone who's already enrolled into the journey).

The Sync Audience button is disabled for the first 1 hour after a journey becomes Active. No limit in number of times you can sync audience.

You can either sync the audience from the Active Journeys section:

Or from the journey's performance dashboard:

Send Journey Reminders

There are 3 ways you can nudge and reminder users of a journey:

• Journey-level manual reminder - send manual reminder for an active journey to users who are enrolled into journey and have an active step. 
  • To do so, click ... on an active journey and select Send Reminder 

You can also use Journey analytics page to send these manual reminders:

• Journey step-level manual reminder - send manual step reminder to anyone who has not completed the step yet
  • To do so, click on Journey name to open Journey analytics page. 
  • Find the step you want to send a reminder for
  • Click on Track Progress to see a list of all users who are able to complete the step

  • Click on the Incomplete label to see Send Step Reminder option

    
     

• Journey level automated reminder - send a reminder before journey's end date or on a specific day/time

  

  • You can configure this reminder during journey setup and also for active journeys (you'd need to enter Edit mode for an active journey to be able to change these)
     
    • You can either choose to send Weekly Reminder Every [Day] at [Time] with reminders continue until journey completion or end date

      

    • Or you can send a one-time reminder X number of days before journey's end date. This only works if End Date is set for a journey

• Please note that you can only send reminders one per hour, this is to avoid overwhelming journey users
• Reminders generates a web, email and push notification for the journey users