Overview

Annex Cloud's User Journey feature provides a comprehensive framework for designing and managing customer engagement paths within your loyalty ecosystem. It enables businesses to create, monitor, and optimize how members interact with the platform over time, driving deeper engagement and sustained loyalty.

This guide walks you through the complete process of creating a User Journey in the platform. A journey defines the sequence of actions or events that a member must take - such as completing specific tasks or meeting conditions—to earn rewards or badges.

As a user, you can configure:

• Entry criteria to determine which members qualify for a journey,
• Tracked actions that members must perform, and
• Outcome triggers such as issuing rewards or awarding badges.

With this structured setup, you can craft personalized, event-driven experiences that recognize and incentivize member behaviors in real time.

Navigation: Products > User Journey

Journey Canvas and Interaction

The journey canvas enables:

• Drag-and-drop functionality for building journey flows.
• Custom rule sets for different segments.
• Interactive elements like System and API events, loyalty actions, conditions to define user paths.
• Flow Controls: Ensuring minimal logic within each block while maintaining journey flexibility.

Step 1: Set the Journey 

Click the three-dot menu next to User Journey in the top-left corner and in the pop-up window, enter the required details to configure your journey.

1. Name: The title assigned to the specific user journey for easy identification.
2. Description: A brief summary describing the objective and expected outcome of the user journey.
3. Start Date: The date on which the user journey begins tracking member interactions.
4. End Date: The date on which the user journey ends tracking events.

• Drag the entry node onto the canvas—this serves as the starting point of the journey.
  Click on the node to open its configuration panel and add additional details as required.
  

  

• Locate the label field at the top right of the journey configuration page.
• Enter a meaningful name that helps you identify the purpose of the journey.
  • Example: Demo User Journey

This label is intended for internal use only. It is included in API responses but is not visible to members.

Step 2: Configure the Entry Type

Decide how members can enter the journey.

• Click on the "Entry Type" dropdown.
• You’ll see two options:
  
  • Open-Ended
  • Conditional

Open-Ended Entry

• This allows any member to participate without restrictions.
• Use this if the journey should be available to all members at any time.
• Example: A welcome journey for new signups.

Conditional Entry

Conditional Entry allows you to control whether a member is eligible to enter and complete a journey based on predefined criteria. Enable this option if you want to restrict participation using conditions such as Start Eligibility, Progress Restriction, and Frequency Criteria.

• Start Eligibility: 
  This feature specifies the days a member can participate in the journey from the opt-in date. For example, if you enter 10:
  • Members who opt in within 10 days can participate in the journey.
  • The opt-in date must be within 10 days when participating in the journey, not the journey start date.
  • Once a member participates in the journey, they can complete the journey before it ends without restrictions.
  • Example: Journey Details
    • Start Date = Jan 1, 2025
    • End Date = Mar 31, 2025
    • The member opt-in date is Feb 1, 2025
    • The member would be able to participate in the journey within 10 days from the opt-in date, which is Feb 10, 2025
    • On Feb 11, 2025, even if the member performs the action/event, the journey will not progress.
    • Once the member starts the journey on/before Feb 10, 2025, the member can complete it by Mar 31, 2025, before the journey ends.
       

• Progress Restriction: 
  This feature sets the days a member must finish the journey from the opt-in date. For example, if you enter 10:
  • Members must complete the journey within 10 days of opting in.
  • If a member partially completes the journey, they cannot progress after 10 days from opt-in.
  • The journey status for that member will be abandoned.
  • Progress restriction must be equal to or greater than the start eligibility days.
  • Example: Journey Details
    • Start Date = Jan 1, 2025
    • End Date = Mar 31, 2025
    • The member opt-in date is Feb 1, 2025
    • The member should participate in the journey and complete it within 10 days from the opt-in date, which is Feb 10, 2025
    • On Feb 11, 2025 even if the member performs the action/event, the journey will not progress.
    • If the member starts the Journey Feb 4, 2025, but fails to complete it by Feb 10, 2025, the member won't be able to complete it after 10th. The journey status will become abandoned on Feb 11, 2025
      
       
• Frequency Criteria 

        This feature sets how often a member can participate and complete the journey within a set               duration. For example, if you set 2 per month:

• A member can participate and complete the journey twice per calendar month.
• If a member completes it twice, two journey entries appear for them.
• If a member partially completes the journey, it will be abandoned the next month, and they must restart from the first event.
• Details like frequency, duration, and status are available in the API.
• Example: Journey Details
  • Start Date = Jan 1, 2025
  • End Date = Mar 31, 2025
  • A member will be able to participate and can complete a journey twice in each calendar month.
  • January two times, February two times, March two times.
  • A separate entry will be displayed on each journey completion.
  • If a member completes the journey first time in January and partially completes second time in the same month, the partially completed journey will be abandoned in February.
  • A member will have to start the journey from the beginning in February. 

Step 3: Add Loyalty Actions

• Click on “Add Loyalty Action”.
• In the label field, provide a name to identify this step internally.
  • Example: Action 1 
• Press on “Choose Loyalty Action” to open a list of available actions.
• Select one or more actions from the dropdown.
  • Example: Facebook Share (Action ID:111) 

These actions are what the system will track when members engage with your platform. When a member performs the selected action, the system checks whether they qualify to progress in the journey or receive rewards.

Step 4: Configure Rewards and Rewards Group (Optional)

Rewards are automatically issued to members when specific journey conditions are met.

• Navigate to the Rewards section.
• In the label field, type a name for internal use.
  • Example: Reward 1 
• Click on “Choose Reward” and select a reward from your available options.
  • Example: $10 off discount. 

Once configured, the platform will issue the reward automatically when a member reaches the defined stage in the journey.

2.  Configure Rewards Group

The Reward Group Node allows you to offer multiple reward options within a journey, letting members choose the reward(s) that are most valuable to them. This increases engagement by personalizing the experience and allowing users more control over their incentives. 

How It Works:  Reward Group allows you to add one or more rewards to the group. There is no restriction on adding a reward to a single group. When the member progresses through the journey and completes the required actions or events configured before the Reward Group, they will be able to choose reward(s) from the group.

You can also specify how many rewards a member can choose by setting the selection number. Once the member selects the reward(s), they will automatically move to the next node in the journey.

Steps to Configure the Reward Group Node:

1. Navigate to your Journey

• Go to the Journeys section in the platform.
• Open an existing journey or create a new one.

2. Add the Reward Group Node

• From the left-hand panel, drag and drop the Reward Group Node into your journey canvas at the appropriate stage.

3. Enter a Label

• In the Label field, provide a descriptive name to identify the reward group.
• Example: “Reward Group – Tier 1 Completion”

4. Set the Reward Count: In the Reward Count field, define how many rewards a member can select from the group.

5. Add Reward Options to the Reward Group

• Click Choose Rewards to select from your available reward inventory.
• Add as many rewards as needed to the reward group, ensuring that each reward is active and available for use.

6. (Optional) Add Multiple Reward Groups

• If needed, you can add multiple Reward Selection Nodes throughout a journey.
• You may reuse the same reward across different groups or nodes.

Step 5: Add a Badge (Optional)

• Scroll to the Badges section.
• Provide a label to name this badge trigger.
  • Example: Badge 1
• Click on “Choose Badge” and select one from your existing badge library.
  • Example: Badge 123

Badges enhance member motivation and are often displayed in member profiles or dashboards.

Step 6: Configure Event Groups (Optional)

• Drag and drop the Event Group to the canvas below badges. 
• Enter a Group label to describe this group of events.
  • Example: Event Group 1
• Set the Execution Flow to:
  • Unordered – Events can be completed in any order. (This is the current supported mode.)

Now, set the rules for event tracking:

• Click “Set Additional Rules”.
• Under “How to track the counts?”, select:
  • Per Event – This tracks each event type separately.

You can now add individual events to the group:

1. Drag and drop events into the Event Group node. 

• System Events– Events generated by system activity.
• API Event– Events triggered by API calls from your platform.

API events:

Overview:
API Events are used to track member progress through specific steps in a User Journey. A journey step is marked as complete when the configured API Event is successfully received for the corresponding member.

• Label: events 1
• Event Name: digital- membership-2

When a member performs a specific action a system-integrated API call is made using the Events API. This event acts as a trigger, marking the relevant journey step as complete for that member. Once the event with the correct label and event name is received, the journey engine automatically updates the member’s progress and advances them to the next step.

    2. Define the Repeat Count – how many times the event must occur.

• Example: System Event – 5 times, API Event – 2 times.

You may define an OR condition so that members can qualify if any one of the listed event criteria is met.

Step 7: Review and publish

• Click “Save as draft” to store the journey setup.
• Click “Publish” to make the journey live for members.

Only members who meet the defined criteria will enter the journey, and all triggers will function automatically once the journey is active.

Audit Logs for Journey Configuration Changes

Audit logs for Journey configurations provide a transparent record of all admin-level changes made within a Journey. These logs enhance traceability, security, and accountability by capturing detailed information about who made changes, when they occurred, and what was modified.

Each Journey log entry includes the following information:

• Date: The exact date and time the event occurred.
  Example: 10/03/2025 11:58:13
• User Details: The name and email of the user who performed the action.
  Example: Jennifer Carpenter, jcarpenter@annexcloud.com
• Event Details: The type of event or action taken.
  Example: New Journey created
• Old: The previous state of the Journey (if applicable).
  Example: NA (for newly created journeys)
• New: The updated or new Journey state.
  Example: User Journey
• Source: The origin of the action, typically the IP address or platform used.
  Example: 223.233.81.88

Additional Notes

• Users are the administrators or business users creating and managing journeys.
• Members are the loyalty program participants who qualify for journeys based on their actions.
• Currently supported logic includes OR conditions and unordered event execution.
• More advanced conditions such as tier-based entry and sequential event flows will be added in future updates.