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  • Available block types
  • Triggers
  • 1. Delays
  • 2. Flow Control
  • 3. Actions

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  1. Journeys

Journey Components

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Last updated 14 days ago

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Journeys in Sortment are made up of blocks, which represent individual steps within the automation flow. Each block defines a specific type of behavior, decision, or action that should be taken when a user progresses through the journey.

Available block types

Blocks are categorised based on their purpose:

Triggers

Triggers are the starting point of any journey. They define the condition that initiates the flow for a user. Without a trigger, no user will enter the journey. This is compulsory

  • User action: Starts the journey when a user performs a specific action (e.g., clicks a button, completes a transaction).

  • Business event: Begins the journey based on a business-related event (e.g., purchase completed, signup).

  • Scheduled: Initiates the journey at a specific date and time, or on a recurring schedule.

  • Audience entry or exit: Starts the journey when a user enters or exits a defined audience.

  • Other journey: Triggers a journey when a user is added to this journey from another journey.

For a detailed breakdown, see .

1. Delays

Delay blocks are used to pause a user’s progress through the journey. This is helpful when you want to space out communication or wait for user behavior before continuing.

  • Delay – Wait for a fixed amount of time before the next step.

  • Wait for action – Pause until a specific event occurs (e.g. user opens an email or makes a purchase).

  • Wait till date – Resume the journey at a specific date and time, coming from user or event property.


2. Flow Control

These blocks let you dynamically route users down different paths based on their attributes, behaviours, or randomisation logic.

  • Filter – Branch logic based on conditions (e.g. user’s location, subscription status).

  • Split – Randomly divide users into multiple paths (useful for A/B testing).

  • Experiment – Setup an A/B test in the journey and measure performance across content or flow logic ideas.


3. Actions

Action blocks are used to communicate with users or trigger downstream updates.

  • Send Email – Deliver an email campaign using one of your saved templates.

  • Send SMS – Send a transactional or promotional SMS.

  • Send WhatsApp – Send a WhatsApp message using a connected provider.

  • Call API – Trigger an external API call (e.g. update CRM, notify external service).

  • Update trait – Modify a user’s profile attribute (e.g. mark “onboarded” as true).

  • Add to journey – Dynamically enroll the user into another journey.

For a detailed breakdown, see .

For a detailed breakdown, see .

For a detailed breakdown, see .

Flow Control blocks
Action Blocks
Triggers
Delays