Journey Categories

Introduction

Journey categories help you better organize and locate your journeys by grouping them based on topic, purpose, and customer segment, all in one centralized place.

Using Journey Categories

Journey Categories introduce a 3-tier classification system to help administrators and users organize, filter, and manage journeys more effectively. For example, if your organization has multiple journeys for first-time home buyers, you can now filter by a shared category to quickly surface all first-time home buyer journeys.

Accessing Journey Categories

Journey category fields are available in 2 locations in the Total Expert platform:

• Create Journey screen – when setting up a new journey
• Journey Settings tab – when editing an existing journey

Understanding the 3 Tiers

Tier 1 - Journey Customer Segment

The journey customer segment identifies the business vertical your organization operates in. This value is pre-populated based on your customer segment and, in most cases, cannot be changed.

The available values are:

• Mortgage
• Banking
• Insurance

Note: If your organization spans multiple verticals (for example, Retail Mortgage and Insurance), you can self-select the applicable customer segment(s) for each journey.

Tier 2 - Journey Category

The journey category is a required field that allows you to classify the purpose or focus of your journey. You can select from a predefined list of categories.

The available journey categories are:

• Lead Generation
  • Lead Nurture
  • Recruiting
  • Business Partner
• Conversion
  • In Process
  • Educational
• Post-Close
  • Post-Close
  • Onboarding
• Retention
  • Cross-Sell
  • Customer Intelligence
  • Life Events
  • AI Sales Assistant
• Operation
  • End User Engagement/Training
  • Operational Workflow
  • Recruiting

Note: This is a required field. You must select a category before saving or publishing a journey.

Tier 3 - Journey Purpose

The journey purpose provides an optional additional level of classification within the journey category. In the platform, this field is labeled Purpose.

• This field is not required.
• You can type in a custom value, and it will be saved to a drop-down list for future use.
• Over time, your organization can build a reusable list of purpose options.

For example: if the category (Tier 2) is Customer Intelligence, a relevant purpose (Tier 3) value might be Rate Alert.

Managing Journey Purposes

Purpose values are created by users at the time a journey is saved. Once entered, a value becomes available in the purpose drop-down for future journeys within your organization. Keep the following in mind when managing purposes:

• There is no centralized view of all purpose values your organization has created. Values are only visible within the purpose drop-down when creating or editing a journey.
• Editing or deleting purpose values is not currently available directly within the platform. If a purpose value needs to be removed or corrected, contact your administrator or Customer Success Manager.
• To keep your purpose list clean and consistent, establish naming conventions for your team before users begin creating journeys.

Tips for Using Journey Categories

• Use journey category filters to quickly view all journeys related to a specific topic across your organization.
• Administrators can use categories to identify content gaps. For example, spotting that no journeys currently exist for Recruiting or Post-Close.
• Build out your purpose list over time to create more granular filtering for your team.
• If you are unsure which category applies, refer to the definitions above or reach out to your administrator.

FAQs

Can I change the journey customer segment on an existing journey?

In most cases, no. The segment is determined by your organization's customer segment configuration. The only exception is if your organization spans multiple verticals, in which case you can self-select the appropriate value.

What if none of the journey categories fit my use case?

The available category values are managed by Total Expert administrators through a change management process. If you believe a new category is needed, contact your administrator or Customer Success Manager.

Is the journey purpose required?

No, this field is optional. However, using it consistently can help your team filter and manage journeys more effectively over time.

What is the difference between “purpose” and “subcategory”?

These refer to the same Tier 3 field. The platform labels this field Purpose. You may see the term “subcategory” referenced in older documentation — they are the same concept.