Manually enrolling someone into a Customer Journey is helpful when you want to trigger onboarding, nurture messages, or follow-ups right away. Here’s how to do it:
Check for a Lead Profile:
Navigate to the customer’s profile by selecting Customer or by searching the customer’s Name within the search bar.
Open their customer record and look for:
– Lead Stage
– A clickable Lead Profile section
What is a Lead Profile?
A Lead Profile stores basic contact details for someone who hasn’t fully become a member or recurring customer yet. This can allow them to enter automated Customer Journeys.
What is a Lead Stage?
A Lead Stage shows where someone currently sits in your Customer Journey (ex: New Lead → Engaged → Converted).
If you see a Lead Profile and Lead Stage, you can enroll them right away. If you don’t, you’ll create one next.
Lead Stage and Profile Setup
If you don’t see a Lead Stage on the customer’s record, you’ll need to create a Lead Profile before enrolling them into a Customer Journey.
At the top of your dashboard, you’ll see two buttons labeled Customer and Lead.
Click Lead, and a pop-up window titled Create new lead will appear. This pop-up is where you’ll enter the customer’s information.
It’s important that you complete every field on this form. Completing all fields ensures the system can properly route this lead through your Customer Journey stages.
What is a Customer Journey?
A Customer Journey is an automated path with staged communication. Think onboarding flows, follow-ups, or nurturing sequences. This can be created under Inbox→ Settings → AI Customization → Sales Agent.
Once all fields are completed, click Save. The system will automatically attach the Lead Profile to the customer’s record. When you return to their customer profile, you’ll now see:
A visible Lead Stage
A clickable Lead Profile section connected to the customer
Once completed, the customer is ready to be enrolled into a Customer Journey using Actions → Change Journey.
Creating this profile is needed when manually enrolling someone into a Customer Journey. Lead Profiles help the system identify the contact, apply the correct stage, and personalize automated messaging throughout the Journey.