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
| Your Customer Segment | Pre-Populated Value | Can Be Changed? |
| Retail Mortgage | Mortgage | No |
| Wholesale | Mortgage | No |
| Banking - CRM | Banking | No |
| Banking Automation | Banking | No |
| Credit Union - CRM | Banking | No |
| Credit Union - Automation | Banking | No |
| Insurance | Insurance | No |
| Multiple segments spanning verticals | Relevant segments | Yes: self-select |
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
- Cross-Sell
- Lead Nurture
- Recruiting
- Business Partner
- Conversion
- In Process
- Retention
- Brand Awareness
- Educational
- Customer Intelligence
- Life Events
- AI Sales Assistant
- Post-Close
- Operation
- End User Engagement/Training
- Onboarding
- Workflow
Note: This is a required field. You must select a category before saving or publishing a journey.
Tier 3 - Journey Subcategory
The journey subcategory provides an optional additional level of classification in the journey category.
- 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 subcategory options.
For example: If the category (tier 2) is Customer Intelligence, a relevant subcategory (tier 3) value might be Rate Alert.
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 subcategory 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 subcategory required?
No, this field is optional. However, using it consistently can help your team filter and manage journeys more effectively over time.