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Step 2: Define Action(s) for User Journey


This article will list out the different Action(s) that can be executed when the Journeys is activated for an eligible user


Configuring Action(s) defines the set of activities that need to be performed on eligible users in the Journey. Multiple levels of decision paths can be configured based on conditional checks (IF-ELSE statements). 

The conditions that can be used to design the journey:

  • Delay

  • Decision branch

The set of Actions that can be executed are

  • Send Email

  • Human Intervention Task (HIT)

  • Set User Attribute

  • Copy Attribute

  • Clear Attribute

  • Increase User Attribute

Defining Action(s)

You can Drag and Drop 'Action' components from the left panel to the flow chart to build your User Journey flow. To add more Action components the User Journey flow-chart click the 'Plus' symbol and drag the component to from the left panel. 

Please refer to the screenshot below for more details.

The following are the Action components that are available for building the User Journey flow.


This adds a delay period before the next action/step in the User Journey flow will be executed. 

You can define the delay period based on your requirement/use-case for the Journey. 


The delay period for 'Few Hours' is 3 hours

If 'Custom' is selected, you would need to define the 'Days' and 'Hours' for the next Action that needs to be executed. 

Click Save to save your Time Delay configuration

Decision Branch

This adds a decision path to your User Journey. Decision branches can be configured based on specific conditional checks (IF-ELSE statements). Refer to the image below for more details.  

You will be able to select multiple Properties and criteria for each Property that needs to fulfilled or not fulfilled for progressing to the next Action/step of the User Journey. Click on 'Save' once you have selected all the Properties and the related criteria. 

Once the decision path has been added, you may add Action components for when the Condition has met (yes)/not met (no).

Properties and associated criteria

The different Properties and the associated operators and criteria that are available are listed in the table below



Criteria Selection

Tracked at


User Segment

  • Has met

  • Has not met

User Segment

User Level

User Segments

Account Milestone

  • Has met

  • Has not met

Product Adoption Milestone

Account Level


Account Playbook

  • Active in

  • Has never been enrolled

  • Has completed

  • Is overdue


Account Level


Account Outcomes

  • Has met

  • Has not met


Account Level



  • More than/less than/equal to

  • Contains/does not Contain

  • In/Between/ Before/After

  • MRR

  • Amount

  • Created on

  • Next Billing on

  • Licenses

  • Stage

  • Status

Account Level



  • Equal to

  • Not equal to

  • Customer Success Manager

  • Sales Manager

Account Level


Account Custom Attributes

  • More than/less than/equal to

  • Contains/does not Contain

  • In/Between/ Before/After

Account Custom Attributes

Account Level

Account Custom Attributes


  • More than/less than/equal to

  • Contains/does not Contain

  • In/Between/ Before/After

  • Role

  • Last Active Date

  • Created on

User Level


User Custom Attributes

  • More than/less than/equal to

  • Contains/does not Contain

  • In/Between/ Before/After

User Custom Attributes

User Level

User Custom Attributes

Human Intervention Task (H.I.T)

This creates and automatically assigns a task to either the CSM or a specific member in your team (who has access to CustomerSuccessBox). To create a task, you will need to define

  • Task Name

  • Description (optional)

  • Assigned to (CSM of the account or any member of your team)

  • Priority (High/Medium/Low)

  • Due in the number of specified days from creation

Important: if Assignee for the task cannot be assigned the task, this step will be skipped and enrolled user will move on to the next step of the Journey.

For example. there is no Success Manager for the Account and "Account Success Manager" is selected as "Assigned To", we will skip the step as it can't be performed.

Engage (send Email)

This defines the Email that needs to be sent to the eligible user for whom the Journey has been activated. The content of the email will the same as the template that has created by you beforehand. You can select the specific template that needs to be used from the drop down. Click on 'Save' to save and exit the Engage configuration.


Email template can be created from Playbook (play icon on left navigation panel) > Templates > Add new

Important: if Email attribute for a user is not available, the enrolled user will silently skip this step and move on to the next step of the Journey.

Outgoing email rules

For the email to be sent to the an eligible user in the Journey, note that this user needs to have valid email address in CustomerSuccessBox. 

The table below details out the rules for outgoing emails when CSM has been assigned or not assigned to the Account. 


From Name

Default from Email

Default reply-to Email 

CSM assigned  to Account

CSM Full Name


CSM's Email Address

CSM not assigned to Account

Your Company Name




Emails to all eligible users are sent in bulk once ever hour taking into account the 'Delay' criteria that has been defined.

User Properties

This functionality targets specific User standard/custom fields to:

  • Set/increase/remove values that are already set

  • Copy the value set from one field to another.

Note that system fields cannot be cleared or updated from User Journeys. Also, while copying a value from one field to another, the data type for both fields must match for us to support the option.

The different option available are 

  • Set User Attribute: Sets a new value to a user attribute.

  • Copy Attribute: Copies value from one attribute to the one currently being targeted 

  • Clear Attribute: Clears the pre-set value from the targeted user attribute

  • Increase user Attribute: Increases the value of the attribute by a value defined by you

Saving the defined Action(s)

Click on Save & Next or Goal(s) tab to start defining the Goal(s) that need to be met by the eligible Users. 

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar

  2. Create a conversation from here

  3. Send an email to


User Journeys: Getting Started

Step 1: Define Entry Enrollment criteria


Step 3: Define Goals

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  1. Anu Dudhat

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