Send emails via Customer Journey

This guide explains how to send emails through Customer Journey.

Create a campaign and set up the Entry

Create a campaign

Log in to your Pushwoosh account and navigate to Customer Journey Builder. Click Create Campaign to begin. You can either choose a journey from the templates or start from scratch.

Add an entry element to the canvas

If you’re starting from scratch, drag and drop an entry element (Audience-based, Trigger-based, or API-based) as the first element of your journey. If you’re using a template, the entry element will already be on the canvas.

Example: use Audience-based Entry to target loyal customers who have made purchases during past sales and are likely interested in the current promotion.

Configure the Entry element

Double-click on the Entry element to configure it. The settings depend on the entry type. For Audience-based Entry you choose or create a segment. For Trigger-based Entry you select an event and conditions. For API-based Entry you use the API to add users. Learn how to configure each entry type.

Add and configure the Email element

Drag and drop the Email element onto the canvas and double-click to open its settings. In the pop-up window, start setting up your email.

Give the journey point a name

Example: Black Friday Promo Email.

Configure content

In the Content step, configure your email content:

• Email preset: Select an existing preset from the dropdown or click the link next to the field to create or edit content. Learn more
• Subject: If the preset includes a subject, it appears here. Keep it, edit it, or enter a new one. Learn more
• From name and From email: Enter the sender name and address (must be a verified domain). You can pick a configured sender from the dropdown.
• Reply-to: Optionally enable Use this as the reply-to address to receive and track replies so replies go to the From email. Learn more

Choose the message type

• Marketing message: Respects subscription preferences, opt-outs, and frequency capping.
• Transactional message: Sent to all users regardless of subscription status.

Choosing the right message type: marketing vs. transactional

	Marketing message	Transactional message
User preferences	Only sent to users who opted in to the selected category	Sent to all users, even those who unsubscribed
Frequency capping	Applies frequency capping and silence periods	Ignores frequency capping and silence periods
Use case	Promotional content, newsletters, product updates	Password resets, order confirmations, critical notifications

Select subscription category

If you chose Marketing message, pick a category from the dropdown (e.g. Product Updates, Newsletter, Promotional) so the message aligns with your subscribers’ preferences. Categories are defined in the subscription preference center.

Overwrite personalization (optional)

Configure how message content is personalized:

• Personalise message with event attributes : Fill placeholders in the email with data from the journey (e.g. event or API-based entry). Learn more
• Overwrite Liquid placeholders : Use values from a selected Event in Liquid tags. Tags that match event attribute names get those values. Learn more
• Use Vouchers : Insert a unique voucher code from a pool into the email (e.g. for promotions). Learn more

Delivery settings (optional)

In this section you can set:

• Send to unsubscribed : Enable so users who unsubscribed from the newsletter still receive this message (e.g. for transactional emails). Learn more
• Frequency capping : Use global, ignore, or custom limit. Learn more
• Send rate : Use global, without limit, or custom. Learn more
• Best time to send : Deliver at the optimal time per user based on behavior. Learn more

Split by email open (optional)

Split the flow by whether users open the email or not. Set the wait period (up to 7 days). Example: follow up with a push or another email if the user doesn’t open. Learn more

Add Exit element

Once your email is configured, complete the journey by adding an Exit element. If you chose to split the flow, set up actions for users who ignore the email.

Configure journey settings and launch

Journey settings (optional)

• Set Silence period during which messages will not be sent to users
• Set Campaign entry limit to define how many times a particular person can enter the journey within a specified period

Set Conversion Goals

Set Conversion Goals to track the success of your journey. Example: set up the CheckoutSuccess event as a Conversion Goal and monitor how many users achieve it within the journey. Learn more about Conversion Goals in Journeys

Launch the campaign

Before launching, use the Pre-launch check to validate the campaign and fix any missing steps. When the campaign is ready, click Start campaign to start sending.