Twilio Segment Engage
Journeys
Orchestrate customer journeys, at scale, to deliver context-rich, personalized experiences in real time—on any channel and across any connected application.
Journey orchestration to level up every customer moment
Build trust and improve performance in real time with highly-personalized, transactional journeys.
How Twilio Segment Journeys works
Discover next-generation customer journey management with Twilio Engage’s tool.
Build event-triggered customer journeys
Automate responses to key actions like cart abandonment, onboarding, and form applications to boost engagement and conversions. Go beyond traditional marketing with intent signals and real-time event-triggered architecture to reach customers at the most impactful moments.
With Journeys, you can monitor and respond instantly without developer support. Reset engagement timers and support simultaneous entries for seamless messaging. Plus, our schemaless design scales effortlessly to meet your business needs across a variety of industries.
Get started with Journeys
Add Journeys to your platform to transform customer experiences.
How to access Journeys
Utilize Journeys as part of Twilio Engage to unlock additional value from your CDP.
Pricing info
Find the right plan for your team to power personalized customer experiences at scale.
Choose your customer journey experience
Get up and running quickly with our standard starter templates that help you grow and retain customers at every touchpoint.
Win back users by tracking cart changes and sending highly personalized abandonment messages, adapting to various scenarios to prevent interruptions and reduce frustration.
Send relevant messages based on recent activity to drive users to complete forms and advance through applications.
Respond to changes in users’ onboarding in real time, targeting messages based on their most recent actions to motivate them to advance and complete the process.
Deliver rich initial experiences during free trials to convert users to paid subscribers. Engage the right messaging at the right time in all the right channels.
Suppress ads and communications to customers about specific products in real time once they make a purchase or convert to a specific goal.
Trigger proactive and personalized follow-ups from negative experiences to resolve issues, prevent churn, and boost satisfaction.
Promptly acknowledge an online transaction to confirm details, put customers at ease, and offer any additional information that’s necessary to inform and build customer trust.
Communicate changes to orders, bookings, shipments, and subscriptions with added timely, relevant context for greater engagement and customer assurance.
Redefine CDP journey orchestration
Twilio Segment’s customer data platform gives you the flexibility to pull in data from everywhere and activate it anywhere—at scale with industry leading identity resolution that keeps customer profiles aligned across all systems.
Journeys FAQs
Journey orchestration is how you automate multi-step customer experiences that react to behavior in real time: cart abandonment, onboarding, trial-to-paid plan upgrades. Twilio Segment Journeys builds these with a visual builder and starter templates, triggering the right message on the right channel at the right moment.
Customer journey management is the practice of designing, running, and refining the paths customers take across channels. Twilio Segment Journeys handles it end to end: build event-triggered journeys in a visual builder, send contextual data payloads (with warehouse context) downstream to personalize each step, get observability into every path to fine-tune performance, and measure the effectiveness of your omnichannel messaging campaigns with journey analytics.
Twilio Segment Engage combines real-time journey orchestration, AI predictions, and per-customer personalization in one platform. Journeys react to live behavior and intent signals, while Engage's AI-powered predictive audiences surface who's likely to convert or churn — so each customer gets the most relevant next step. Journeys' steps let you test targeting strategies and optimize based on what performs best.
Twilio Segment Journeys reaches customers on any channel and any tool in your stack. Because it runs on the Segment CDP, it activates the destinations you've already connected (email, SMS, ads, and more), so a single journey moves across channels while keeping each customer's context intact.
No. Journey mapping diagrams the paths customers might take, which is a planning exercise. Journey management runs them live. Twilio Segment Journeys is management: it triggers real actions on real behavior, sends contextual data downstream, and measures each path so you can improve it.
Journeys is part of Twilio Segment Engage. There’s no separate purchase. You access it through Engage to get more from your CDP, building event-triggered orchestration on the same profiles, audiences, and identity resolution Engage already runs. Pricing follows your Segment plan. Contact sales for a custom quote.