Actions, waits and branching
Between the trigger and the outcome, a workflow sends messages, waits, and branches on how the guest responds.
When you'd use it
When shaping the body of a journey so messages land at the right time and adapt to behaviour.
How it behaves
Actions send a personalised email, add or remove a tag, or add loyalty points to an account. Sending an SMS and opening an inbox thread for the team are rolling out.
Waits pause the flow for hours or days, hold until a set time of day, or wait for an event, so the journey can pause until the guest books, leaves a review, signs in to Wi-Fi, or opens or clicks the email, and then carry on down a different path depending on whether it happened.
Branches split the path on what the guest is or does: whether they are opted in to a channel, hold a certain tag, or opened or clicked the email. A random split can also send guests down different paths to compare approaches.
Configuration and options
- Send action
- A personalised email, plus tags and loyalty points.
- Wait
- For a fixed time, until a time of day, or for an event to happen.
- Branch
- On opt-in, a tag, or an email open or click.
- Random split
- Send guests down different paths to compare.
- Rolling out
- Sending an SMS and opening an inbox thread.
Good to know
Branch conditions read the same profile and engagement data the rest of the platform uses.
A wait-for-event step lets a journey pause until a guest acts, then branch on whether they did.
Workflows send email today; for SMS, use an SMS campaign to a saved audience while SMS-send rolls out.