Who can use this feature?
- All roles with access level "limited" or higher
- Available on all plans
The Customer Journey view provides details on how an account or opportunity has performed within your defined journey stages. You can also view journey details from a customer journey module (if added to the object layout).
Admins can configure customer journeys for your Catalyst instance in settings.
Navigate customer journey views
All stage and play data configured within the Journey Builder is visible to help you prioritize your actions. View plays triggered on the stage, and manage tasks and emails directly the object-level.
Current value may not match target value after a goal has been reached, as these are real-time values. For example, a value could drop after reaching a goal (refer to date the goal was reached). Goals are checked every 10 minutes, so you may not see an update reflected for several minutes.
Customer Journey view
This view is available on all account and opportunity object-levels.
- Journey name (if multiple)
- Previous, current and future stages
- Stage description
- Stage move logic
- Time in stage
- Target duration
- Start date
- (Expected) end date
- Stage goals
- Associated plays (for current stage only)
- Multiple entries: If a record leaves a stage and then returns, Catalyst displays the multiple stage entries. Historical entries do not show the plays tab (what playbooks triggered while in that stage)
- Manual stage move
Customer Journey module
You can add this module to object-level layouts.
- Journey name (if multiple)
- Previous, current and future stages
- Stage description
- Time in stage
- Stage goals
- Manual stage move
Move a customer or opportunity to a new stage
Journeys can be configured to move stages automatically or manually. If manual, you can use the Move stage link and choose the stage (for users with "standard" access level or higher).
An account will not automatically enter the first stage of customer journey, even when the field value set in Journey Builder syncs into Catalyst. At this time, you must manually select the first stage in the journey; going forward the stage changes can occur automatically (if configured).
FAQ
Q: What happens if one of the data points changes and no longer aligns with a journey stage? Does it revert to a previous stage?
A: Stages in a journey cannot automatically move backward based on criteria. They can only go backward if manually adjusted or if a data sync dictates the positioning.
Q: I have an account that matches criteria based on a field value, so why is this account not showing in journeys?
A: An account will automatically not enter the first stage of customer journey even when the field value set in journey builder syncs into Catalyst. See above.