Learn how Elaine models and executes multi-step customer journeys across data, messages, and events.
Key concepts
- A journey represents coordinated engagement across time, data changes, events, decisions, and communication actions.
- The journey can react to customer behavior instead of following only a fixed calendar.
- Shared data and content allow different channels or systems to contribute to one lifecycle process.
How it works
- Map the customer situation, desired outcome, entry conditions, and exit conditions.
- Identify moments that require a message, decision, wait, data change, or external action.
- Define priority and frequency interaction with other campaigns.
- Implement, simulate, test, approve, and start the journey.
- Evaluate progression, drop-off, errors, and goal completion.
Governance and considerations
- Do not automate a process whose ownership or exception handling is undefined.
- Use customer-relevant timing rather than adding steps merely because they are available.
- Include withdrawal, suppression, and deletion behavior in journey design.
Note
Exact UI labels, availability, and behavior can depend on the Elaine.io release, licensed capabilities, permissions, and project configuration.