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Step 2: Define Action(s) for Account Journey


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


Configuring Action(s) defines the set of activities that need to be performed on eligible Accounts 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 Journey:

  • Delay

  • Decision branch

The set of Actions that can be executed are

  • Send Email

  • Human Intervention Task (HIT)

  • Assign Customer Success Manager (CSM)

  • Set Account Attribute

  • Copy Attribute

  • Clear Attribute

  • Increase Account Attribute

Defining Action(s)

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

Refer to the screenshot below for more details.

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


This adds a delay period before the next action/step in the Account 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 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 be fulfilled or not fulfilled for progressing to the next Action/step of the Account 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


Account Segment

  • Has met

  • Has not met

Account Segment

Account Segments

Account Milestone

  • Has met

  • Has not met

Product Adoption Milestone


Account Playbook

  • Active in

  • Has never been enrolled

  • Has completed

  • Is overdue



Account Outcomes

  • Has met

  • Has not met




  • More than/less than/equal to

  • Contains/Does not Contain

  • In/Between/ Before/After

  • MRR

  • Amount

  • Created on

  • Next Billing on

  • Licenses

  • Stage

  • Status



  • More than/less than/equal to

  • Contains/Does not Contain

  • In/Between/ Before/After

  • Status

  • Amount

  • MRR

  • Product Name

  • Plan Name

  • Plan Quantity

  • Plan Unit Price

  • Activated On

  • Cancelled On

  • Created On

  • Next Billing On

  • Subscription Ends On

  • Subscription Start On

  • Trial Ends On

  • Trial Start On



  • Equal to

  • Not equal to

  • Customer Success Manager

  • Sales Manager


Account Custom Attributes

  • More than/less than/equal to

  • Contains/Does not Contain

  • In/Between/ Before/After

Account Custom Attributes

Account 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


If Assignee for the task cannot be assigned the task, this step will be skipped and enrolled Account 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.

Enroll In Playbook

Select the Playbook to which the Account should be added when it progresses through the Journey

Click Save to save your configuration

Engage (send Email)

This defines the Email that needs to be sent to (Users under) eligible Accounts for whom the Journey has been activated. The list of users to whom the email will be sent is defined via User Segment. The content of the email will be the Template that has created by you beforehand. 

  • Select the specific Template that needs to be used from the drop-down.

  • Select the User Segment to define the Users to whom the Email will be sent

  • Click on 'Save' to save and exit the Engage configuration.


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


If Email attribute for a user is not available, the enrolled Account 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 eligible Users under an Account in the Journey, note that the user needs to have a valid email address in CustomerSuccessBox. 

The table below details 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 every hour taking into account the 'Delay' criteria that have been defined.


This Action assigns the Account to a specific CSM defined or a group of defined CSMs via Round Robin Rotation logic.

Assign CSM

If Assign CSM is selected, the Account is assigned to the specific CSM defined. 


Only one CSM can be selected in the Assign CSM Action step

Round Robin Rotation

If round robin is selected for an Action, CustomerSuccessBox will assign the Account to defined CSMs in a fixed sequence that repeats itself. 


Multiple CSMs can be selected in the Round Robin Rotation Action step.

Eg: If CSM 1, CSM 2, and CSM 3 are defined; we will distribute an account in order:

CSM 1 →  CSM 2 → CSM 3 (repeat)

IMPORTANT - Do not select round-robin for a single value as it would result in unexpected behaviour of the journey workflow. Always select Assign CSM while selecting a single CSM value in the action item.

Account Properties

This functionality targets specific Account 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 Account Journeys. Also, while copying a value from one field to another, the data type for both fields must match

The different options available are 

  • Set Account Attribute: Sets a new value to an Account attribute.

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

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

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

Saving the defined Action(s)

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

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 the left side navigation bar

  2. Create a conversation from here

  3. Send an email to



Account Journeys: Getting Started

Step 1: Define Entry Enrollment criteria


Step 3: Define Goals

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  1. Anu Dudhat

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