Overview

Journey templates give you a ready-made journey for a common use case. Each template adds the entry audience, blocks, waits, rules, goal, and sample message content. You then replace the sample content and adjust the rules to fit your product.

To use a template, go to Dashboard → Outbound → Journeys, click 'New journey', and choose 'Choose from templates'. Click a card to preview its blocks on the canvas, then click 'Use this template'. The new journey opens as a draft, ready for the rest of the journey setup.

Each card shows the blocks the template adds, the longest time the journey can take, and a Needs in-app badge when it has chat, banner, or survey blocks. These blocks show only to people who use your website or web app with the Featurebase Messenger installed.

Onboarding

Welcome new users

Sends a welcome email on the day a user is first seen, then follows up based on whether they opened it. Users who open it get a next-step email, the others get a shorter nudge, and a final tips email ends the journey.

• Who enters - Users first seen in the last day

• Re-entry - Once

• Goal - The user creates at least one request within 14 days

• Blocks - 4 emails, 2 waits, 1 rule

Activation

First request nudge

Invites active users who have not created a request yet to your feedback portal. It waits up to five days for a click and sends one reminder to people who do not click. People who click are tagged.

• Who enters - Users active in the last 14 days with no requests

• Re-entry - Once

• Goal - The user creates a request within 21 days

• Blocks - 2 emails, 1 rule, 1 tag

Feature education drip

Sends one email per week for three weeks, each about one feature: voting, the roadmap, and the changelog. Emails go out on Tuesday at 10:00 in each user's time zone.

• Who enters - Users first seen more than 7 days ago who never commented

• Re-entry - Once

• Goal - The user comments on a request within 30 days

• Blocks - 3 emails, 3 waits

Retention

Win back inactive users

Shows users who have been away for 30 days what changed. Users who open the email get a highlight of the newest features. The others get a last short note and a dormant tag.

• Who enters - Users with no activity for more than 30 days

• Re-entry - Every match, at most once every 120 days

• Goal - The user is active again within 14 days

• Blocks - 3 emails, 1 rule, 1 tag

Churn risk check-in

Sends a plain, personal email to a user at a paying company who has been inactive for two weeks, and invites a reply. People who reply and people who stay silent get different tags, so your team knows whom to contact first. An exit rule ends the journey when the company stops paying.

• Who enters - Users at companies with monthly spend above 0 and no activity for 14 days

• Re-entry - Every match, at most once every 60 days

• Goal - The user is active again within 21 days

• Blocks - 1 email, 1 rule, 2 tags

Feedback

NPS survey with follow-up

Shows an in-app NPS survey to users who have been around for a month. People who respond are tagged. People who skip it or never see it get one short email.

• Who enters - Users first seen more than 30 days ago, not surveyed in 90 days

• Re-entry - On a schedule, every 3 months

• Goal - None. Use the survey results in the report

• Blocks - 1 survey, 1 email, 1 rule, 1 tag

Announcements

Feature launch email

Announces a new feature to recently active users. Users who click get a short how-to and an interest tag. The others get one reminder three days later.

• Who enters - Users active in the last 30 days

• Re-entry - Once

• Goal - The user is active within 7 days. Users who were already active on the day they entered do not count

• Blocks - 3 emails, 1 rule, 1 tag

In-app launch with email fallback

Shows a banner about a new feature when active users next open your app. People who click it are tagged. People who dismiss it or do not see it get the announcement by email.

• Who enters - Users active in the last 14 days

• Re-entry - Once

• Goal - The user is active within 7 days. Users who were already active on the day they entered do not count

• Blocks - 1 banner, 1 email, 1 rule, 1 tag

Sales

Trial to paid

Shows the core value on the first day of a trial, checks whether the user clicked through, and sends a reminder before the trial ends. People leave the journey when their company moves off the trial plan.

• Who enters - Users whose company plan is "trial"

• Re-entry - Once

• Goal - The company is no longer on the trial plan within 21 days

• Blocks - 4 emails, 2 waits, 1 rule

Team upgrade nudge

Finds companies on your entry plan with more than five linked users and explains what the next plan adds. People who click are tagged for your sales team. The others get one short comparison email.

• Who enters - Users at companies on the "starter" plan with more than 5 linked users

• Re-entry - Every match, at most once every 90 days

• Goal - The company leaves the entry plan within 30 days

• Blocks - 2 emails, 1 rule, 1 tag

Lead nurture

Sends new leads one introduction email, then shows a customer story in a banner two days later. Leads who click the story are tagged as sales-qualified.

• Who enters - Visitors & Leads first seen in the last day who have an email

• Re-entry - Once

• Goal - The lead has more than 3 web sessions within 30 days

• Blocks - 1 email, 1 banner, 1 wait, 1 rule, 1 tag

Support

Help Center self-serve

Introduces your Help Center to new users on their second day. If they do not click, a second email lists your most-read articles four days later. A chat in the Messenger is the last step, for questions the articles do not answer.

• Who enters - Users first seen in the last 2 days

• Re-entry - Once

• Goal - None. Track Help Center visits and new conversations in reports

• Blocks - 2 emails, 1 chat, 2 waits, 1 rule

Customize a template

A new journey from a template is a draft. Before you publish, review each part:

• Message content - Replace the sample subject lines, text, and links, such as the link to your feedback portal, changelog, or pricing page

• Tags - Tag person blocks start empty. Choose or create the tags you want to add

• Audience rules - Change the sample values, such as the "trial" or "starter" plan, to the values your product sends

• Waits - Match the waits to your own timeline, such as your trial length

• In-app blocks - Remove chat, banner, or survey blocks if you do not use the Messenger, and connect the paths around them

• Goal and exit rules - Check the goal rules, the goal window, and Exit on goal in the journey settings

Most templates branch on whether people opened or clicked an email. Opens and clicks are not tracked for emails sent from the default Featurebase address, so add your own sending domain before you publish.

FAQs