On the CUSTOMER JOURNEY tab of a campaign, you can add a diagram that visualizes the campaign plan, showing the user path and linking each stage to content items through milestones. The available options allow you to manage the customer journey.
Users with proper permissions can view and manage customer journeys. Contact the administrator for details.
To create a customer journey:
Open the
CUSTOMER JOURNEYtab.Click the
+ CREATE NEWbutton.
The draw.io editor opens, allowing you to create a customer journey diagram. You can add shapes, connect them with lines or arrows, and customize the colors, text, and styles of diagram elements.
To prevent data loss in the draw.io editor, follow these guidelines:
The newly created customer journey, with the default name, appears on the tab.
You can't edit the customer journey name. To change the default name, contact the administrator.
A campaign can contain only one customer journey.
Hover over the customer journey and click 
to apply actions available to any Planner user.
Control | Action |
 | Preview the customer journey in Viewer that opens in a new browser tab. In Viewer, you can also download the source file in PNG format to your device. |
 | Download the customer journey in XML format to your device. |
 | Modify the customer journey in the draw.io editor. Only one user can modify it at a time. |
 | Delete the customer journey. The action is locked if another user is modifying it. |
When you copy a campaign—regardless of the Include content from all tabs checkbox state in the Make a copy popup—or create a template-based campaign, the customer journey is inherited from the source campaign.