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.
Core Concepts Concept Description Journey A named flow with one or more steps you want users to complete Node A single step in the flow (a page visit, event trigger, or branch) Version A snapshot of a journey’s structure. Multiple versions can exist; only one is active at a time Active Version The published version currently being tracked against live sessions Digital Experience The tracked property (website/app) the journey belongs to
Viewing Journeys Go to Digital Experiences → User Journeys to see all journeys across your workspace.
My Journeys Tab A searchable, filterable grid of all your journeys:
Field Description Name Journey name with current version badge (v1, v2, etc.) Experience The Digital Experience this journey tracks Description Summary of the journey’s purpose Nodes Number of steps in the active version Completed Number of sessions that completed the full journey Status Active, Draft, or Archived
Filter options:
Search by journey name
Filter by status (All, Active, Draft, Archived)
Filter by Digital Experience
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 FlowCreating a Journey From a Template
Go to User Journeys → Templates
Click a template to preview its nodes and step structure
Click Apply Template
Select the Digital Experience to attach it to
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.
From Scratch
Click Add Journey from the User Journeys page, or Create A Journey from an experience detail page
Enter a name and select the associated Digital Experience
Click Create — the journey opens in the builder at version 1
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.
Canvas The main workspace where you build your flow:
Add nodes — Drag steps onto the canvas from the toolbarConnect nodes — Draw edges between nodes to define the flow orderConfigure nodes — Click any node to open its configuration panel on the rightDelete nodes/edges — Select and remove steps or connections
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 selectorDisplay name — Label shown on the canvas and in analytics
Add node — Insert a new step into the flowPublish — Promote the current draft version to activeDelete version — Remove an inactive draft or archived version
Save Status Changes are auto-saved continuously. The header shows:
State Meaning Saved ✓ All changes persisted Saving… Write in progress Unsaved Pending changes not yet written
Version Management Journeys support multiple versions so you can test structural changes without affecting the live flow.
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
Creating a New Version
Open the journey in the builder
Click New Version in the header
A copy of the current version is created as a draft
Edit the new version freely — it does not affect the active version
Publishing a Version
Open the draft version you want to go live
Click Publish in the toolbar
Confirm the dialog — the previous active version becomes archived, and the new version becomes active
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
Journey Lifecycle Draft → Active → Archived
Status Description Draft Being built; not yet tracking live sessions Active Published and tracking visitor progress in real time Archived Previously active; preserved for historical reference
You can change a journey’s status from the ⋮ menu on the journey card or from within the builder.
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 nodeDrop-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.
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.
