Journey elements

EARLY ACCESS

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Use elements in Journeys to design personalized, automated conversations. Each element type serves a specific role: determining how a person enters the journey, what messages they receive, and how the journey connects with external systems. You can add up to 100 elements to a journey.

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Select element panel

When you add an element to the journey canvas, the Select element panel opens. Use the Search options field to find a specific element by name. Elements are organized into the following categories.

Channels

Send messages through the following channels.

• Send SMS message
• Send Viber message
• Send Messenger message
• Send Email
• Send Mobile Push
• Send Web Push notification
• Send RCS message
• Send WhatsApp message
• Send LINE message
• Send MMS message
• Send Apple Message for Business
• Send In-app message

For more information, see Channels.

IVR

Build interactive voice menus and manage voice calls.

• Start outgoing call
• Collect
• Forward call
• Play
• Record Voicemail
• Hang up

For more information, see IVR.

Actions

Control journey logic, manage audience data, and connect to external systems.

• Evaluate inbound message
• Call API
• Failover
• Add to Do Not Contact list
• Remove from Do Not Contact list
• Update person profile
• Segment audience
• Update variable
• Add Tag
• Remove Tag
• Wait for change in people profile
• Wait for a date
• Pause
• Wait for an event
• Notify internal recipients
• Catalog lookup
• Split audience

For more information, see Functions, Channels (Evaluate inbound message, Failover), and Functions (Call API).

Infobip apps

Transfer participants to other journeys, agents, chatbots, or external Infobip applications.

• Transfer to journey
• Transfer call to human agent
• Transfer chat to human agent
• Transfer to chatbot
• Transfer call to voicebot
• Transfer call to AI agent
• Transfer call to voice application
• Custom Exchange elements

For more information, see Journey integrations.

Exchange apps

Custom integration elements that connect to third-party platforms configured for your account. The available elements depend on the exchange apps installed in your Infobip account.

For more information, see Custom Exchange elements.

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Personalization using placeholders

In journey elements, you can use placeholders to personalize messages and other fields for each recipient.

Add a placeholder such as firstName to include the person's name, or orderID to provide relevant context in a transactional message. Placeholders are available in fields like message body, subject lines, and URLs. Availability depends on the element.

To add a placeholder, select the {} icon in the field, then choose the placeholder from the list. You can use more than one placeholder in the same field.

The following image shows the placeholder picker in a journey element.

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