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Overview

User Journeys let you model the flows that matter most to your business — a trial-to-paid conversion, a demo request, a product onboarding sequence — and measure how many visitors actually complete each step. Where session recordings show you what individual users did, User Journeys show you where your entire user base is succeeding and failing across a defined path. Each journey is attached to a Digital Experience and is built using a visual node-based editor. Journeys support multiple versions so you can iterate without disrupting a live flow.

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Core Concepts

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Viewing Journeys

Go to Digital Experiences → User Journeys to see all journeys across your workspace.

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My Journeys Tab

A searchable, filterable grid of all your journeys: Filter options:
  • Search by journey name
  • Filter by status (All, Active, Draft, Archived)
  • Filter by Digital Experience

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Templates Tab

A gallery of pre-built journey templates for common GTM flows. Click any template to preview its structure, then apply it to create a new journey with nodes already configured. Example templates: Trial-to-Paid, Demo Request, Product Onboarding, Lead Capture, Checkout Flow

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Creating a Journey

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From a Template

  1. Go to User Journeys → Templates
  2. Click a template to preview its nodes and step structure
  3. Click Apply Template
  4. Select the Digital Experience to attach it to
  5. Give the journey a name and save
The journey is created as a Draft with nodes pre-configured from the template. Open the builder to review and adjust before publishing.

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From Scratch

  1. Click Add Journey from the User Journeys page, or Create A Journey from an experience detail page
  2. Enter a name and select the associated Digital Experience
  3. Click Create — the journey opens in the builder at version 1

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The Journey Builder

The builder is a visual, drag-and-drop editor for designing and configuring your journey’s step logic.
The Journey Builder is a desktop-only interface. It is not accessible on mobile or tablet screen sizes.

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Canvas

The main workspace where you build your flow:
  • Add nodes — Drag steps onto the canvas from the toolbar
  • Connect nodes — Draw edges between nodes to define the flow order
  • Configure nodes — Click any node to open its configuration panel on the right
  • Delete nodes/edges — Select and remove steps or connections

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Node Configuration Panel

When a node is selected, the right sidebar shows its settings:
  • Node type — Page Visit, Custom Event, Form Submit, branch logic, etc.
  • Match criteria — URL pattern, event name, or form selector
  • Display name — Label shown on the canvas and in analytics

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Toolbar

  • Add node — Insert a new step into the flow
  • Publish — Promote the current draft version to active
  • Delete version — Remove an inactive draft or archived version

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Save Status

Changes are auto-saved continuously. The header shows:

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Version Management

Journeys support multiple versions so you can test structural changes without affecting the live flow.

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How Versions Work

  • Every journey starts at version 1
  • Only one version can be Active at a time — this is the version tracking live sessions
  • All other versions are Draft or Archived
  • Creating a new version copies the current version’s structure as a starting point

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Creating a New Version

  1. Open the journey in the builder
  2. Click New Version in the header
  3. A copy of the current version is created as a draft
  4. Edit the new version freely — it does not affect the active version

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Publishing a Version

  1. Open the draft version you want to go live
  2. Click Publish in the toolbar
  3. Confirm the dialog — the previous active version becomes archived, and the new version becomes active

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Deleting a Version

  • Only inactive (draft or archived) versions can be deleted
  • The active version cannot be deleted while it is live
  • Deleting a version is permanent

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Journey Lifecycle

Draft → Active → Archived You can change a journey’s status from the ⋮ menu on the journey card or from within the builder.

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Tracking & Analytics

Once a journey is Active, GTM Suite begins matching live sessions against its step definitions.
  • A session progresses through nodes as the visitor completes each step
  • Completed count on the journey card reflects sessions that reached the final node
  • Drop-off rates per step surface in the Analytics section
Cross-reference high drop-off steps with session recordings from the same experience to see exactly what users encounter before leaving.

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Troubleshooting

Journey shows 0 completions after publishing
  • Confirm the tracker is installed and Verified on the associated Digital Experience
  • Check that node match criteria (URLs, event names) exactly match what your site sends — values are case-sensitive
  • Allow time for sessions to accumulate; completions appear as sessions finish, not in real time
I can’t delete a version
  • You can only delete Draft or Archived versions. Deactivate the active version by publishing a different version first, then delete the old one.
The builder won’t load on my device
  • The Journey Builder requires a desktop screen. Use a laptop or desktop computer to access the visual editor.
I applied the wrong template
  • Open the builder and modify the nodes manually, or delete the journey and recreate it from the correct template.

Digital Experiences

Manage the properties your journeys are attached to.

Session Recordings

Watch individual sessions to understand drop-off behavior.