Journeys Overview
Journeys are structured timelines of scheduled and sequenced touchpoints (messages, posts, reminders, and action items). Today, Journeys are primarily used for Onboarding Journeys—introducing clients to the in-app experience and guiding them step-by-step through their initial engagement with your firm's DXP.
As we continue to expand functionality, Journeys will support more types of automated journeys and ongoing engagement flows.
Currently, Journeys are a key part of the overall client experience. While the Experience determines what clients see in the app, and the Team defines who they interact with, Onboarding Journeys guide what touchpoints they receive—and when assigned together, these three elements ensure clients are engaged with the right people, at the right time, with the right content.
Create a Journey
Go to the Settings icon in the Top Menu.
Click Journeys.
Click Add.
Give your Journey a Name and Description. (not client facing)
Use the + icon on each day to add posts, reminders, action items, messages, or group messages to your Journey schedule.
Save.
Your Journey is now ready to assign.
💡 Tip: Use clear naming conventions (e.g., "Tier 1 Onboarding - 30 Days") to help your team manage multiple Journeys.
Using Group Messages in Journeys
Firms that use system-created Team Group Messaging can include them in Journeys. This allows you to coordinate communication across multiple clients automatically when a group thread exists for the contact.
You can include group messages in Journeys to automate sequences of communication:
Navigate to Journeys.
Select or create the Journey you want to include a group message in.
Click the + on the day you want the message to be sent within the journey sequence.
Add a new step and choose Group Message.
Configure the step using Contacts, Tags, or Contact Type.
Compose your message.
Save your journey step.
As with scheduling, if a system-created team group thread exists for a contact, the message will automatically go to that group thread.
What “System-Created” Means
System-created group threads are automatically generated by the platform when a Team is assigned to a contact during activation. These threads link the contact with all members of their assigned Team, allowing advisors and staff to communicate within a shared group message.
Only these system-created Team group threads are supported for Group Messaging in Schedule and Journeys. Custom or manually created group chats are not included.
Assign a Journey
Journeys can be assigned during Experience setup or later from the Contact Summary Page.
The assigned Journey will automatically begin when the client is activated, following the schedule you've set.
Go to Contacts.
Click the Bulk Assign button.
Click Assign Experience.
Use the search to find the clients you want to update. Check the box next to one or multiple contacts to assign them a Team.
Select their Experience.
Select their Team.
Select the desired Onboarding Journey.
Click Assign.
The assigned Journey will automatically apply to all selected contacts upon activation and will begin on Day 1 of their activation timeline.
Edit a Journey – Your Changes Cascade!
When you update a Journey, those changes will automatically cascade to all contacts currently assigned to that Journey and still within the active schedule. Any edits—such as adjusting the timing, modifying content, or adding new interactions—will be reflected in the client experience in real time.
To manage or modify a Journey:
Click the Settings icon in the top menu.
Select Journeys from the list.
Find the Journey you want to update, click the Actions dropdown, then select Edit. Note: You can only edit Journeys that you own.
Make your desired updates and click Save.
Your changes will now apply to all contacts currently assigned to that Journey.
Update Journeys in Bulk
Journey Changes vs. Experience Reassignment
Changes to Journeys automatically cascade to all contacts currently assigned and still within the active schedule. These updates are seamless and help maintain consistency without disrupting the client's experience.
However, reassigning or removing a Journey is a significant action. It can interrupt or replace the client’s existing journey, depending on where they are in the sequence. Use reassignment thoughtfully to avoid disrupting expected communication flows.
⚠️ Before making changes, consider whether you need to edit the current Journey or replace it entirely.
Editing the existing Journey is often the better choice if you're not intending to fully reset or disrupt the client's journey. This allows you to update timing, messaging, or content without starting over.
Go to Contacts.
Click the Bulk Assign button.
Select Update Experience.
Use the search to find the clients you want to update.
Check the box next to one or more contacts.
Toggle on Do you want to update a Journey?
Use the dropdown menu to select the desired Journey.
Click Update.
The selected Journey will now be applied to all chosen contacts and begin immediately. Any previous Journey will end.
Assign a Journey at the Contact Level
Go to Contacts and search for the desired contact.
Click their name to open the Contact Summary Page.
Select Experiences from the top menu.
Use the dropdown to assign a new Journey. This will start the new Journey immediately and end any previously assigned Journey.