Review a customer follow-up journey
Check who enters a journey, what it does and when it stops before using it for customer follow-up.
Review a customer follow-up journey
Check who enters a journey, what it does and when it stops before using it for customer follow-up.
Before you start: You need access to an existing CRM journey and a clear understanding of the follow-up it should provide. CRM Journeys and Flow+ are separate tools.
Steps
1. Open CRM → Journeys under Engagement. Check the journey status filter and Show archived, then select the journey you want to review. Confirm its detail title; a selected detail can remain visible even when a filter hides its list row.
2. Open Audience. Review the target records, linked campaign and enrollment approach. Distinguish the journey’s configured audience from the number already enrolled. Use the campaign and record identities that belong to this follow-up.
3. Open Timeline and read the steps from START to EXIT. Check each action’s purpose. A journey described as Task Assist can still contain other kinds of steps, so inspect the actual timeline rather than relying on its label.
4. Use a step’s pencil to inspect its content and timing. For a Create Task step, check the destination Board, task title, description and due interval. Wait before this step controls when the action begins; Due in hours describes the task’s deadline after creation. Close the editor with Cancel when you are only reviewing.
5. For a condition or branch, read the field, operator, value and destination. Check what happens when no condition matches. Make sure the journey has a sensible route for missing information instead of treating “unknown” as permission to continue.
6. Open Exit/Goal → Configure controls. Check exits on replies, unsubscribes or lead conversion, the goal, daily limits, sending window, timezone handling and re-entry policy. Review these against the customer experience you intend.
7. Open Review/Activate and read any blockers or warnings. Resolve audience, exit, goal and delivery questions before activation. If changes are needed, make them through your team’s journey-editing process and review the resulting draft again.
Expected result
You understand the journey’s audience, actions, timing and stopping conditions, and can identify the specific changes needed before it is used.
Common pitfalls
- Publishing or activating a journey is different from reviewing its draft. Do not use activation to discover what an unclear step does.
- If a step’s outcome is uncertain, check the destination record or message before retrying. Re-running a journey can repeat earlier successful actions.
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