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.

Entry element configuration dialog, options vary by entry type (Audience-based, Trigger-based, or API-based)

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.

Email element name field for giving the journey point a descriptive name

Configure content

In the Content step, configure the email body, subject, and sender details.

Email preset

Select an existing preset from the dropdown, or click Create content to build new content.
To change the selected preset, click Edit content below the field.

Save your content, then click the back arrow at the top of the editor to close the drawer and return to the Email element with the preset selected.

Subject line

Choose how to set the subject for this step:

Custom: Type a subject in the Subject field. This value is saved in the step and does not sync with preset changes.
From preset: Use the current subject from the selected preset. If the preset subject changes later, the step uses the updated value automatically at send time. Learn more

Subject line settings in Email element with Custom selected and a subject entered in the Subject field

Sender info

Choose how to set sender details:

From preset: Use sender details from the selected preset. Updates in the preset apply automatically. If any part of the preset’s sender details is missing, the step fills it in from your default sender details. If those are missing too, the pre-launch check flags it before you can launch the journey.
Specify manually: Enter From Name and From Email in this step (must be a verified domain; the field suggests known mailbox names for each verified domain). Manual values are saved in the step and do not sync with preset changes. How sender priority works

Optionally enable Use this as the reply-to address to receive and track replies so replies go to the From email. Learn more

Sender info in Email element with Specify manually selected, From Name and From Email fields

Choose the message type

Marketing message: Respects subscription preferences, opt-outs, and frequency capping. Not sent to global control group users.
Transactional message: Sent to all users regardless of subscription status. Delivered to control group users.

Email step configuration with Marketing message selected and Subscription category dropdown showing Product Updates

Learn how message type affects delivery.

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

Overwrite personalization section with Personalise message with event attributes, Overwrite Liquid placeholders, and Use Vouchers toggles in Email element

Delivery settings (optional)

In this section you can set:

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

Delivery settings with Frequency capping, Send rate, and Best time to send options

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

Split by email open status option with waiting period configuration settings

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.