CP Pasthek New Logo

How to Send SMS Messages Using Journey Builder in Salesforce Marketing Cloud

Introduction:

In digital marketing, text messaging (SMS) is a highly effective channel for reaching your audience directly and personally. Salesforce Marketing Cloud’s Journey Builder empowers marketers to automate and customize SMS campaigns seamlessly. In this comprehensive guide, we’ll walk you through the steps of sending SMS messages using Journey Builder in Salesforce Marketing Cloud, enabling you to engage your audience in a meaningful way.

Step 1: Log In to Salesforce Marketing Cloud

Begin by logging in to your Salesforce Marketing Cloud account. Ensure you have the necessary permissions to create and manage journeys.

Step 2: Access Journey Builder

Navigate to Journey Builder by clicking on it in the left navigation menu. This is where you’ll design and execute your SMS campaigns.

marketing cloud sms journey builder

Step 3: Create a New Journey

  • In the Journey Builder dashboard, click the “Create New Journey” button.

marketing cloud sms journey builder

Choose the type of journey you want to create. For SMS campaigns, select “Mobile.”

Step 4: Configure Journey Settings

  • Give your journey a descriptive name.
  • Select your entry sources, such as lists, data extensions, or API events. This determines how contacts enter the journey.

marketing cloud sms journey builder

Define entry criteria based on specific data fields or behaviors. This ensures that the right audience is targeted.

marketing cloud sms journey builder

Step 5: Define Journey Steps

  • Drag and drop an “SMS Activity” onto the canvas.
  • Configure the SMS activity by selecting the message you want to send. You can choose from existing templates or create a new SMS message.

marketing cloud sms journey builder

Specify the sending behavior, such as sending immediately upon entry, at a specific date and time, or based on contact behavior.

marketing cloud sms journey builder

Step 6: Personalize Your SMS (Optional)

For a more tailored experience, you can personalize your SMS messages. Use personalization strings to insert contact-specific information like names or previous purchase details.

Step 7: Implement Decision Splits (Optional)

To create different paths within the journey based on specific conditions or contact attributes, add decision splits. These allow for more customized and responsive SMS campaigns.

Step 8: Test Your Journey

Before launching your SMS campaign, thoroughly test it. Use the “Test” feature within Journey Builder to send test SMS messages and ensure that your journey is functioning as intended.

Step 9: Activate Your Journey

Once you’re confident in your journey setup, click the “Activate” button to make it live. Contacts who meet the entry criteria will start progressing through the journey, receiving SMS messages as specified.

Step 10: Monitor and Analyze

After activation, closely monitor the performance of your SMS campaign. Salesforce Marketing Cloud provides reporting and analytics tools to track key metrics such as delivery rates, response rates, and conversions.

marketing cloud sms journey builder

Manage Campaigns with Journey Builder

Use this powerful Marketing Cloud Engagement tool to automate and optimize customer interactions.

marketing cloud sms journey builder

Customer Journey Basics

Connect your data, departments, and channels to deliver great 1-to-1 customer experiences.

marketing cloud sms journey builder

Journey Builder Basics

Get started with the Journey Builder app.

marketing cloud sms journey builder

Quick Start: Create and Send a Message in Journey Builder

Create and send a single message using Journey Builder.

marketing cloud sms journey builder

Journey Builder Campaigns

Plan, build, and launch a welcome campaign in Journey Builder.

  • Scroll to top

Marmato Digital

  • Marketing Tech Implementation
  • Marketing Automation Strategy
  • Campaign Execution
  • Data  and Analytics
  • Digital Transformation

Roadmap to effective customer journeys: Salesforce Marketing Cloud Journey Builder explained

Marmato

  • Author Marmato
  • Published 23 August 2023

In the dynamic digital realm of today, personalized and seamless customer experiences are the key to capturing and retaining customers. Salesforce Marketing Cloud Journey Builder is a game-changing tool that empowers marketers to create, automate, and optimize customer journeys like never before. In this article, we’ll delve into the significance of Journey Builder, explore the various ways to create a journey and uncover best practices for maximizing salesforce journey builder potential.

Roadmap to effective customer journeys: Salesforce Marketing Cloud Journey Builder explained

Importance of Salesforce Marketing Cloud Journey Builder:

Journey Builder marketing cloud is a cornerstone of modern marketing automation. It enables marketers to craft and execute highly personalized, multi-channel customer journeys that engage customers at every touchpoint. Apart from this, it holds significant importance for businesses and marketers due to several key reasons:

• Personalized Customer Journeys:

Journey Builder marketing cloud allows marketers to create highly personalized and relevant experiences for customers by mapping out their interactions across channels. Also, this personalization enhances customer engagement by delivering messages and content to individual preferences and behaviors.

• Multi-Channel Engagement:

Modern consumers interact with brands through various channels, like email, social media, SMS, and more. Moreover, Salesforce Journey Builder enables marketers to create seamless cross-channel experiences. In addition, it ensures consistent messaging and engagement regardless of where customers are in their journey.

• Automation and Efficiency:

Manual processes can be time-consuming and prone to errors. In contrast, Journey Builder automates the execution of marketing campaigns, triggers, and messages based on predefined rules and customer actions. In addition, this automation streamlines marketing efforts, reduces manual intervention, and increases efficiency.

• Data-Driven Insights:

Journey Builder marketing cloud allows marketers to leverage customer data for better targeting and decision-making. The reason is it is closely integrated with Salesforce’s CRM capabilities. Also, the tool provides insights into customer behavior, preferences, and interactions, enabling marketers to refine their strategies over time.

• Customer Lifecycle Management:

Businesses can use Salesforce Marketing Cloud Journey Builder to manage the entire customer lifecycle, from initial awareness to post-purchase nurturing. Furthermore, marketers can create dynamic paths that guide customers through various stages, ensuring a cohesive and engaging experience throughout their relationship with the brand.

• Segmentation and Targeting:

The tool enables segmentation based on various criteria, such as demographics, behavior, interests, and engagement history. Along with this, the level of granularity ensures that marketing messages are sent to the right audience, increasing the chances of driving conversions.

• Scalability:

Whether a business is small or large, Journey Builder can accommodate various campaign sizes and complexities. Its design is to scale with your needs and making it suitable for businesses of all sizes.

• Cross-Department Collaboration:

Journey Builder facilitates collaboration between marketing, sales, and customer service teams. By aligning efforts and sharing insights, teams can provide a unified and consistent customer experience.

Ways to create Journey Builder:

Journey Builder enables marketers to create personalized, cross-channel customer journeys triggered by various interactions and events. These interactions include email opens, clicks, website visits, purchases, or other custom events. Additionally, the tool allows marketers to design and automate communication workflows to engage customers at various touchpoints along their journey. There are two ways to create Salesforce Marketing Cloud Journey Builder:

  • Multi-Step Journey
  • Single Send Journey

Journey builder marketing cloud types

1. Multi-Step Journey

A multi-step journey in Journey Builder consists of multiple stages or steps. Each step represents a specific interaction or communication with the customer. The journey can be as simple as a two-step or a complex multi-month campaign with numerous decision points and branching paths.

Multi-step journey - Salesforce marketing cloud

The Multi step Journey builder is divided into 5 sections:

  • Entry Source
  • Activities 
  • Flow Control
  • Customer Updates
  • Sales & Service Cloud

SFMC Multi step journey builder - Entry source and Activities

Multi-Step Journey creation steps:

Here’s an overview of how you can create a multi-step journey in Journey Builder:

Step 1 – Create the Journey:

First, log in to your Salesforce Marketing Cloud account; second, navigate to the Journey Builder; and finally, create a new journey. In addition, define the entry criteria for your journey based on data from your Salesforce data extensions, API events, list membership, etc.

Step 2 – Configure Journey Settings:

First, set the name of your journey, its goal, and other settings, such as the entry and exit criteria. Next, choose the appropriate contact data model based on your data extensions and data relationships.

Step 3 – Add Journey Steps:

Add multiple steps to your journey. Each step represents an interaction or communication with the customer. You can use various activities like “ Send Email ,” “ Wait ,” “ Wait until Date ,” “ Update Data ,” “ Send SMS ,” etc. Also, you can combine these activities to create complex decision-making logic and branching paths.

Step 4 – Set Up Decision Splits:

Decision Splits allow you to create branching paths based on specific conditions or criteria. For example, you can split the journey based on whether a customer opened an email or clicked a link and then send them down different paths accordingly.

Step 5 – Configure Wait Times:

You can set wait times between steps to control the timing of interactions. Moreover, this ensures that customers receive communications at appropriate intervals.

Step 6 – Test and Activate:

Before activating your journey, it’s essential to thoroughly test it to ensure that all the activities, decision splits, and personalization work as expected. Once you’re confident in your journey, you can activate it to engage your customers.

Step 7 – Monitor and Optimize:

After activation, monitor the performance of your multi-step journey. Use Journey Analytics to gain insights into customer behavior and engagement. You can adjust and optimize the journey to improve results.  

2. Single Send Journey

In Salesforce Marketing Cloud (SFMC) Journey Builder, a single send journey is a simple journey that involves sending a one-time communication to a group of contacts. Unlike a multi-step journey with multiple sections and ongoing interactions, you can use a single send journey for straightforward campaigns, such as sending a promotional email, an SMS blast, or a mobile push notification.

marketing cloud sms journey builder

Single Send Journey creation steps:

Here’s an overview of how you can create a single send journey in Journey Builder:

First, log in to your Salesforce Marketing Cloud account; next, navigate to Journey Builder and click “Create Journey” to start building your new journey.

Step 2 – Define Entry Criteria:

Set the entry criteria for your journey. The entry criteria determines who will be eligible to enter the journey and receive the single send communication. Additionally, you can use data filters or extensions to define your entry audience based on specific attributes or behavior.

Step 3 – Select a Communication Channel:

Choose the communication channel for your single-send journey. Also, you can send an email, SMS, mobile push notification, or any other supported communication type.

Step 4 – Configure the Send Activity:

Set up the send activity based on the chosen communication channel. For example, if you’re sending an email, select the appropriate email template, define the sender information, and personalize the content. Similarly, if you are sending an SMS or mobile push notification, create the message and specify the sender information.

Step 5 – Schedule the Send:

Choose the date and time you want the communication to happen. You can send it immediately, at a specific time, or based on an event.

Step 6 – End of Journey:

After the send activity, you can add an “Exit Criteria” to determine how and when contacts should exit the journey. For example, you can set exit criteria based on specific actions, such as opening the email or clicking a link in the communication.

Step 7 – Activate the Journey:

Once you’ve configured the single send journey, you can activate it to start sending the communication to your contacts.

Step 8 – Monitoring and Reporting:

After the journey is activated, you can monitor its performance and track key metrics such as open rates, click-through rates, and conversions. Use Journey Analytics and other SFMC reporting tools to gain insights into the campaign’s effectiveness. 

Best Practices for effective Salesforce Journey Builder implementation:

  • Define Clear Objectives:

Clearly outline your goals and desired outcomes for each journey to align with your marketing strategy.

  • Segmentation and Personalization:

Utilize data to segment your audience and deliver hyper-personalized content that resonates with their needs and preferences.

  • Mapping the Journey:

Create a visual map of the customer journey, outlining touchpoints, interactions, and decision points.

  • Multi-Channel Integration:

Seamlessly integrate multiple channels such as email, SMS, social media, and more to deliver consistent experiences.

  • A/B Testing:

Continuously experiment with different content, subject lines, and timings to optimize engagement and conversion rates.

  • Automation Rules:

Implement automation rules to trigger specific actions based on customer behaviors, ensuring timely and relevant interactions.

  • Monitoring and Analytics:

Regularly monitor the performance of your journeys, analyze key metrics, and make data-driven adjustments for improvement.

  • Compliance and Privacy:

Ensure that your journeys comply with data protection regulations and provide opt-out options for customers.

Conclusion:

Salesforce Marketing Cloud Journey Builder empowers marketers to craft exceptional customer experiences by orchestrating personalized journeys across various touchpoints. Moreover, by understanding the importance, types, and adopting implementation best practices for Salesforce Marketing Cloud Journey Builder, businesses can harness its capabilities to enhance customer engagement and loyalty and ultimately drive business growth in an increasingly competitive digital landscape.

Ready to transform your customer engagement and drive business growth?

Partner with Marmato Digital today! Our team of experienced Salesforce Marketing Cloud experts is here to take your projects to the next level. With our deep understanding of Journey Builder’s capabilities, we’ll help you craft personalized, multi-channel customer journeys that resonate with your audience. From strategy development to seamless implementation, we’re committed to delivering results that matter.

Let’s collaborate and make your brand’s customer journey a remarkable one. Contact Us today to explore the possibilities!

Subscribe to blogs

Get our latest blogs directly to your inbox.

MarTech Salesforce Eloqua Marketo I’m okay with getting emails and having that activity tracked to improve my experience.

Marmato

Related Posts

marketing cloud sms journey builder

  • Posted by Marmato

Salesforce New Edition Update: Marketing Cloud Growth to Power Small Businesses Growth

In a recent announcement, Salesforce introduced Marketing Cloud Growth, a version of...

Salesforce Data Security Model: A Comprehensive Guide to Ensure Safe & Secure Data Storage

Salesforce is a powerful tool that can help businesses keep track of...

This website stores cookies on your computer. Privacy Policy

Search code, repositories, users, issues, pull requests...

Provide feedback.

We read every piece of feedback, and take your input very seriously.

Saved searches

Use saved searches to filter your results more quickly.

To see all available qualifiers, see our documentation .

  • Notifications

A Twilio SMS custom activity for Journey Builder (Salesforce Marketing Cloud)

jmaitz/twilio-sfmc

Folders and files, repository files navigation, twilio sms for salesforce marketing cloud journey builder, starter template for creating a twilio sms activity in journey builder using heroku.

NOTE: This app and the associated code is NOT production quality, its pure purpose is to demonstrate the full flow of custom interactions in Journey Builder

Pre-Requisites

  • Node.js and npm installed (if you’d like to test locally)
  • A Twilio account sign up for a free Twilio account here
  • A Marketing Cloud Account with Journey Builder
  • A publicly accessible web server (this template was built using a free Heroku account with SSL support)

Also, we’re going to make the assumption that you already have Salesforce Marketing Cloud’s Contact Builder properly setup and configured

Getting Started

Configure web server.

This guide covers Heroku, skip this step if you are familiar on how to deploy a Node.js app

  • Fork and Clone this repository
  • Login into Heroku
  • Click on New > Create new app
  • Give a name to the app and click on "Create App"
  • Choose your preferred Deployment method (Github or Heroku Cli are nice to work with)
  • Click on "Deploy branch"
  • Once your branch is deployed, click on the "View" button and verify you see the welcome message
  • Click on “Open App” and copy the URL for your application. Save for use later.

Configuring your Twilio account (Messaging Service recommended)

  • Login to the Twilio console and navigate to the home screen and click on settings
  • Copy your Account SID and your Auth Token and save it for later
  • Then navigate to Programmable SMS and click on SMS
  • If you don’t already have a Messaging Service setup, please review this guide
  • Click on the Messaging Service you would like to use and copy the Service SID and save it for later

While you can certainly tweak this example to send directly from a short code, you’ll have more flexibility when it comes to how you want to configure additional features around a messaging service; Copilot, advanced opt-out management, sticky sender, area code and country code geomatch.

Configure your package in Marketing Cloud

  • Login to Marketing Cloud and to the upper right hand corner and click on setup
  • Once in Setup, click into Apps > Installed Packages
  • Click on New and enter a name and a description for your package
  • Copy the JWT Secret value from the Summary page and save it for later
  • Click on Add Component, select Journey Builder Activity and Click next
  • Give you activity a name: Twilio SMS. Also select the category where this activity will show up within Journey Builder. Choose Messages. Last, enter [url of your Heroku app] as your Endpoint URL
  • Copy the Unique Key value from the Journey Builder Activity panel and save it for later

Configure the Twilio SMS Activity

  • Open /public/config.json and:
  • Replace applicationExtensionKey for the value you got from step 8 in configuring your package in Marketing Cloud
  • Replace [your-app-URL] with the domain for your specific heroku app:
  • https://YOUR-APP-URL.herokuapp.com/journeybuilder/execute
  • https://YOUR-APP-URL.herokuapp.com/publish
  • https://YOUR-APP-URL.herokuapp.com/validate
  • https://YOUR-APP-URL.herokuapp.com/stop
  • https://YOUR-APP-URL.herokuapp.com/save
  • Open public/js/customActivity.js and
  • Replace {{Contact.Attribute.TwilioV1.TwilioNumber}} with the correct data extension and column name that will be used to reference the TO phone number.
  • {{Contact.Attribute.YOUR-DATA-EXTENSION-NAME.YOUR-PHONE-NUMBER-COLUMN}}
  • This is something that is typically customized when setting up Marketing Cloud but is needed in order for Twilio to understand WHO the message needs to be sent to.

The index.html defines how the Marketer will see/interact with the Twilio Messaging Service. By default, the code suggested asks for the following as a starting point:

  • Account SID
  • Messaging Service SID
  • Message body

If you want, the Account SID, auth token even the Messaging Service SID can be hidden or saved as config variables so that your marketer doesn’t need to include them every time they configure a message through Journey Builder

Add Heroku vars

  • Log back into Heroku and navigate to your app
  • Click on "Settings"
  • Click on "Reveal config vars"
  • Add a new var called jwtSecret and paste the App Signature you got from step 3 when configuring your package in Marketing Cloud
  • If you want to lock in what Messaging Service SID your marketing team uses, you can also save the Twilio account SID, auth token, as well as the Messaging Service SID as config var.

Testing Twilio SMS Activity

  • Login into Marketing Cloud and navigate to Journey Builder and create a new Journey.
  • You should be able to the Twilio SMS custom activity and drag it into the canvas
  • Click into the activity and fill out the Account SID, Auth Token, Messaging Service SID and the body for your SMS/MMS message.
  • Better yet, test out 5 different variations of your SMS message to optimize campaign performance(optional):

Want to learn more?

If you'd like to learn more about Twilio and how to integrate its services into Journey Builder Custom Activities, email me at [email protected]

Also, follow Twilio on LinkedIn

Contributors 2

  • JavaScript 82.0%

An Official Salesforce Marketing Cloud Partner

The deselect marketing optimization platform.

  • Segment Create complex audiences without code
  • Engage Optimize communication frequency
  • Search FREE! Find anything in Marketing Cloud instantly
  • Segmentation Create specific audiences by combining and filtering data from multiple sources
  • Personalization Create tailored campaigns based on unique behaviors and attributes
  • Frequency Capping Ensure each unique contact receives the optimal amount of communications
  • Organizing Data Standardize processes by making data easy to find, see, and understand
  • Deduplication Eliminate unnecessary contacts based on conditional logic

BY INDUSTRY

  • Automotive Target audiences by dealership or manufacturer through intelligent filtering
  • Education & Non-profit Analyze behavior & optimize offerings to improve success rates
  • Retail & Consumer Goods Drive purchases with RFI models, left-in-cart messages, and next-best actions
  • Telecommunications Drive effective messaging across campaigns to customers and households
  • CRM & Marketing Automation Teams
  • Cloud Admins, IT, & Data Teams
  • Marketing Leadership
  • Releases Discover our latest product updates
  • Heroes of Marketing Cloud Listen to our podcast featuring SFMC pros
  • Webinars & Events Watch discussions from industry experts 
  • Blog Explore how to achieve your goals in SFMC
  • eBooks Learn new tips, tricks & best practices
  • Checklists Download templates for practical use
  • Customer Advisory Board

Journey Builder in Salesforce Marketing Cloud

Salesforce Journey Builder is an intuitive marketing tool that allows you to interact with your customers on a 1-to-1 customer experience platform across multiple channels.

Learn how to make every interaction with your customers as consistent and unified as possible. Connect every communication across email, mobile, advertising, and the web for a seamless customer experience.

This guide covers everything you need to know about this innovative program and its activities.

  • What is Journey Builder?

This feature in the Salesforce Marketing Cloud makes it easy for you to design customer journeys by giving you a straightforward user interface to build multiple individualized interactions all within one feature in Salesforce Marketing Cloud.

With this tool, you can set goals based on behaviors, so your marketing team knows how each one of their campaigns contributes towards the bigger goal.

With Journey Builder, SFMC can provide you with the ability to integrate with Sales Cloud and Service Cloud. As a result, you can keep on top of any customer responses while avoiding duplication in efforts.

  • How to Use and Implement Journey Builder Salesforce Within Your Organization

This tool gives your customers a way to find what they want easily and quickly while giving you the data you need for better insights on creating content that resonates with all ages and demographics of your customer base.

This software makes it easy to automate campaigns. Your campaign can start by converting leads to another marketing channel based on their behavior.

It is an easy-to-use visual flow tool where marketers can design their own automated omnichannel customer journeys in campaigns for:

  • SMS Push notifications
  • Targeted ads

You set your activities and configure them with the program’s analytics engine. It will run responsive automatic campaigns while evaluating customer interactions continuously, so you know when they are ready for more contact from other channels, like phone or text messages.

It turns your customer’s experience of using your product into an engaging journey. It helps increase loyalty and ROI by providing personalized interactions with customers while simplifying developing these customized experiences.

As a supplement, we’ve built a useful solution; the DESelect Search Chrome Extension, making it easier for users to quickly search for the following elements in their marketing cloud.

  • Data Extensions
  • Email Templates
  • Automations
  • Query Activities
  • Filter Definitions
  • All Content Builder objects

Install DESelect Search for SFMC

Add deselect search to chrome and boost your productivity in sfmc for free.

Install DESelect Search for SFMC Chrome Extension

  • Journey Builder for SFMC Users

Getting started with Builder is easy. All you need to do is speak to your account manager about adding the module to your subscription–it’s an additional fee, but most marketers find it to be a smart investment.

This application defines the roles and responsibilities of users. For example, who can edit a journey? And who can only view it?

Here’s an overview of the SFMC user roles and permissions:

Journey Builder Roles in Salesforce Marketing Cloud

  • Automation Studio Vs. Journey Builder: The Key Differences

Salesforce Marketing Cloud’s Automation Studio and Journey Builder both serve different purposes. The purpose of Automation Studio is to perform ETL, whereas Journey Builders’ goal is to create that 1:1 individualized journey for your prospect communications. Salesforce Marketing Cloud’s Automation Studio will allow you to send emails automatically. It also allows for simple data and file imports, which is great if that is what your needs are.

  • What Builds a Journey: 3 Pillars

marketing cloud sms journey builder

If you’re looking for a way to engage your customers and provide an unforgettable experience, then Journey Builder in Marketing Cloud is the perfect solution. From multi-step adventures where they choose their own path through or send journeys where it’s as simple as pressing “send,” there is something here for everyone, no matter what kind of message you want to deliver.

It allows you to create complex customer journeys adaptable to almost any need a marketer can imagine.

A multi-step journey comprises three main pillars. You can add more complexity by adding other parts from the Sales Cloud or Service Cloud. Here are the three pillars:

Entry Source

The data you choose will make an incredible difference in the type of insights and analysis that your journey can produce. For example, uploading an event from APIs to Cloud Pages would be great for understanding when customers are most active on social media or what interests them. It also uses geolocation information for better insights.

There are many possibilities from which you can choose. Remember that the more segmented data source you choose, the better results your journey will get. Segmentation tools allow marketers to build journeys without having to write a single string of code.

Do not use the same entry source data extension to power multiple journeys, as this can lead to incorrect processing of your contacts throughout your journey. This action will also avoid spamming or duplicating contact communication. Instead, make a pre-filtered copy for each.

By pre-filtering your data, you can save time and energy on some of the more tedious aspects that come with building a journey. Choosing an ETL (Extract Transform Load) tool like Automation Studio to perform large-scale segmentation before injection into Journey Builder.

For example, DESelect’s drag-and-drop interface lets users create advanced segments by simply telling them what they are looking for to create segments immediately. This process saves both time and frustration.

The messages you send to your customers reflect the relationship between them and your company. They show how successful that journey was.

If they’re opening the emails or clicking through from SMS, or text notifications, it’s likely going well. But if there is no response at all–could something be wrong?

Journey Builder can help with this by offering various ways in which people may want to receive information about the next events or product releases.

Test out these different options, then decide on one particular strategy best suited for those who will receive updates via phone number, text messaging.

Flow Control

Now you must decide on the flow of your journey. What are the cadence, quantity, and frequency? How many messages do you want to send out in each episode? Do you want any A/B tests or optimization for a live campaign once it goes public after creation?

To ensure that your audience can experience the same interactive journey, it is essential to learn how to change the rules of the audience in Journey Builder Marketing Cloud. You can use a path optimizer functionality. The way this works is by testing different paths. Then you will send it on as feedback to everyone who has chosen it for themselves.

However, if you delete one of the Decision Splits in your pathway, all subsequent parts will also get deleted. If there are additional steps added to an already running process or project, beware.

Updating won’t work because any existing contacts for that version will remain intact. Instead, copy what’s needed from another site using “copy” so everything gets updated at once. Only new contacts added to the second journey will get the updated journey.

There are many nuances about using and implementing Journey Builder Salesforce. Be prepared to encounter unexpected situations. Stay calm and be ready to change aspects, so you get the most out of building a journey.

  • Marketing Cloud Journey Builder Best Practices: Things to Consider

This marketing cloud feature is user-friendly, which you can use to expand your marketing campaign reach rapidly. Here are some best practices from our Marketing Cloud experts for getting started on this new platform:

Check Out Journey Builder Templates

This application offers pre-built templates for many of your marketing needs, so you can choose what best fits your audience. A journey is a series of steps or stages to reach an end goal, and there are plenty available on the site.

There is everything from simple newsletters about upcoming events, to emails or invitations to take part in surveys that helps you learn more about your customers.

Organize Your Journeys

Salesforce Journey Builder templates are a great way to organize the complexity of your journey into bite-sized chunks, giving you an overview and consistency that can be difficult under other circumstances.

With templates, you can create a variety of journeys without having to start from scratch every time. These designs are easy for your users as well.

Draw the Journey You Want to Build on Paper

Starting with the layout of a journey is vital for success. Once you have an idea in mind, it is time to start sketching.

Create it on paper before creating one in Journey Builder Canvas so you have an idea of what to do next when working from home or on your laptop.

Leverage Journey History

This software overview has an exceptional tool for auditing or fixing bugs in the journey you are currently working on, which is very handy if something goes wrong with it.

This feature also allows you to review previous journeys created by yourself or other employees that could have had some issues, so be sure to check this out before pressing “send.”

Other Pertinent Information to Consider

When you need to reach new audiences with your marketing, the Marketing Cloud Journey Builder can be a powerful tool. Check out these five things to know about creating a journey :

  • There is no option to pause
  • It does not merge data
  • Ensure you define measures before beginning
  • Add data extensions on Data Designer
  • Know how to do testing

Let’s Build a Cross-sell Journey Together

We’re going to take into consideration the above-mentioned best practices, and build a journey in Journey Builder in Salesforce Marketing Cloud. Before adding users to our journey entry source, we’ll segment the audience.

Since the purpose of our campaign is to cross-sell to customers, we first need to define who to target with our communication. We’ll use a no-code drag-and-drop segmentation solution for Salesforce Marketing Cloud DESelect, to segment our audience.

We’ll combine the information from two data extensions: Purchases, and Contacts.

We wish to identify contacts who’ve made a purchase of the X product in the past month. We need to exclude the audience that bought the Y product so that we can cross-sell the Y product to the initial audience. Then, in DESelect, we’ll create a new data extension containing relevant personal information for our campaign, about the target contacts. This will be their ID, first name, last name, and email address.

Then we’ll create our journey, by choosing an entry source of the data extension we’ve just created. This way we’ve already pre-segmented the audience we’ll add to the journey. After that, we’re going to send them a series of emails in which we’ll include a promo code. This way the contacts who bought the X product would be more inclined to buy the Y product.

Watch this video of DESelect segmentation process, and how it can be later used in a Journey Builder journey.

DESelect Segment for Salesforce Marketing Cloud

  • Discover the Ultimate Segmentation Solution
  • Launch campaigns 23% faster and optimize data management in Salesforce Marketing Cloud with DESelect Segment
  • Let's Build a Cross-sell Journey Together

Anthony

Join our newsletter to receive updates and helpful SFMC guides.

marketing cloud sms journey builder

Subscribe to the Newsletter

Receive salesforce marketing cloud tips, tricks, and deselect updates.

By clicking the “Subscribe now” button, you agree to the DESelect Terms of Use and  Privacy Policy .

Astro holding a Marketing Cloud icon, standing in front of a Marketing Cloud Engagement Interface

Marketing Cloud Engagement

Build relationships with engagement marketing tools, powered by AI. Activate your data to deliver personalised campaigns at scale and increase customer lifetime value.

marketing cloud sms journey builder

What can you do with an engagement marketing platform?

Create and deliver AI-powered, personalised campaigns connecting every moment of customer engagement.

Activate relevant customer data at scale.

  • Journey Orchestration

Design and deliver personalised customer journeys that improve engagement and conversions — across the entire lifecycle. Use simple, drag-and-drop tools to streamline journey creation — with messaging, content, and AI-decisioning built into a single workflow. Automate triggered experiences, like post-purchase or cross-selling, using data from various data sources or API events. And optimise each individual experience using real-time customer data, which ensures relevancy at every moment.

Customer journey schematic.

Multichannel Messaging

Integrate any type of customer message, even offline channels, into your customer journeys. Deliver a connected marketing experience that uses AI and decisioning to better engage your customers, no matter where they are. Using email, mobile push, SMS, third-party messaging, advertising — or even direct mail — you can design, build, and deploy those moments, all in one central console.

Cross-channel customer experience.

Cross-CRM Engagement

Unify departmental silos to simplify the customer experience. With native integrations across Salesforce products, you can build connected journeys, regardless of whether your customers are engaging with marketing channels, service centres, sales reps, or loyalty programs. Power engagements with integrated activities across the platform — such as a service centre follow-up, triggered by a negative customer survey result.

Connected journey schematic.

Engage with hyper-dynamic content on the right channel.

  • Email Marketing

Push the limits of email personalisation and campaign efficiency with AI. Choose from prebuilt templates or create tailored customer emails from scratch. Integrate all of your campaigns, including transactional and promotional messages, and manage your email sender score, with a single platform. Choose the right piece of content for each customer, from a convenient, consolidated library.

Personalised promotional email for a streaming service.

Mobile App Engagement

Reach your customers on their preferred channels with integrated in-app engagement. With push messaging, you can use geotargeting or behavioural data to deliver relevant and timely messages that maximise both app engagement and ROI.

Example of a personalized WhatsApp Message.

Conversational Messaging

Engage customers with bidirectional mobile messaging platforms — like SMS, WhatsApp, and LINE — so that customers can connect directly with your brand. Learn more about your customers by interacting with them through conversational marketing for engagements like appointment confirmations, surveys, or building preferences — all while delivering impactful experiences that build strong, brand-customer relationships.

Product review survey.

Maximise marketing effectiveness.

Cross-channel analytics.

Knowledge is power — so grow your marketing with stronger analytics. Analyse journey performance with built-in dashboards to optimise your campaigns across email, mobile, and advertising. With easy filtering, sorting, and grouping capabilities, you can build custom reports and easily share insights with key stakeholders. Use performance data to optimise campaigns — all to help you drive engagement and grow customer lifetime value.

Intelligence report interface.

Google Analytics Integration

Connect campaigns with Google Analytics for a deeper understanding of customer behaviour across email, web, and mobile journeys. GA4 collects both website and app data to provide a holistic view of customer engagement — so marketers can optimise existing campaigns and the entire ecosystem of journeys. With this integration, marketers can also manage Google audiences and segments directly in Marketing Cloud Engagement to refine segments, trigger journey experiences, and reach customers with targeted ads.

Google analytics interface.

Digital Advertising

Activate first-party audience segments across the digital ad ecosystem to power your customer acquisition and conversion campaigns. Choose from Google, Meta, Twitter, and more to extend your reach, leveraging first-party customer data to enhance your targeting and messaging for more relevant advertising experiences. Engage segments with advertising-specific campaigns or add advertising within your customer journeys for connected cross-channel experiences.

Advertisement for a pair of women's shoes.

Extend the power of Marketing Cloud Engagement with these related products.

Data cloud for marketing.

Activate your data, scale insights with AI, and unify all your data into a single customer profile.

Marketing Cloud Personalisation

Automate dynamic offers for each customer in real time across each moment in the customer journey.

Marketing Cloud Intelligence

Optimise marketing performance and spend across every campaign, channel, and journey.

Loyalty Management

Nurture relationships and create lasting loyalty on the world’s #1 CRM.

marketing cloud sms journey builder

Find the right Marketing Cloud Engagement edition for your business needs.

Professional.

Personalised marketing automation

  • Content Creation
  • Robust analytics

Personalised cross-channel strategic marketing

  • Mobile Messaging
  • AI-Powered Insights

Sophisticated journeys across channels, brands, and geographies

  • Multiple Business Units
  • Global platform

This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.

Get the most out of your engagement marketing tools with partner apps and experts.

Accenture logo

Stay up to date on all things marketing.

Sign up for our monthly marketing newsletter to get the latest research, industry insights, and product news delivered straight to your inbox.

Learn new skills with free, guided learning on Trailhead.

marketing cloud sms journey builder

Hit the ground running with marketing tips, tricks, and best practices.

50 Best Practices for Email marketers

Get 50 proven tactics for increasing email ROI and lowering marketing spend.

Illustration of a woman holding a tablet

Learn the top email marketing KPIs to help you keep learning, testing, and evolving.

Unlock Value with AI-Powered Email Marketing

Unlock Value with AI-Powered Email Marketing

Illustration of Forrester report

See the cost savings and business benefits of using Marketing Cloud.

Ready to take the next step, talk to an expert., stay up to date..

marketing cloud sms journey builder

Marketing Cloud Engagement FAQ

What is an engagement marketing platform.

A marketing engagement platform helps marketers, businesses, and brands create and implement strategies to engage with their customers and build long-term relationships. It combines various marketing channels, like email, mobile messaging, chat apps (WhatsApp), and more with campaign management to engage with customers throughout their journey, from initial awareness to post-purchase engagement.

Engagement marketing platforms provide features such as customer segmentation, personalised messaging, social media integration, email marketing automation, analytics, and campaign management. The goal is to create meaningful engagement, drive customer connect, and build loyalty by delivering relevant and valuable content or experiences.

How do engagement marketing tools help my business?

Marketing Engagement platforms enable brands to build loyal customer relationships with a range of marketing activities, including lead generation, customer retention, brand advocacy, and upselling/cross-selling. Using an engagement marketing platform effectively, businesses can enhance customer satisfaction, strengthen brand loyalty, and ultimately drive growth and revenue.

How do I choose the right engagement marketing platform?

Choose the engagement platform that best suits your business's needs, aligns with your goals, and empowers you to execute effective and successful marketing campaigns across multiple channels. Key considerations include native connectivity to your data as well as marketing, commerce, and service experiences, channel breadth, flexibility to manage simple and complex journeys, native measurement tools, embedded AI, customer support and training resources, reputation (for example analyst reports and product reviews), as well as dependability and scalability.

Is Engagement the same as ExactTarget?

Marketing Engagement is the evolution of ExactTarget platform that was acquired by Salesforce. Marketing Engagement has greatly expanded on the original ExactTarget features and functionalities and incorporates additional messaging, data integrations, channels, and AI capabilities.

Is Engagement the same as Journey Builder?

Journey Builder is the campaign management tool at the heart of Marketing Engagement, with several embedded, marketer-friendly AI features like send-time optimisation, engagement frequency, and multi-variant testing. With pre-build Journey templates, customers are able to get started sending promotional and transactional emails, mobile messages, like push and SMS, and any custom channels quickly.

Is Engagement the same as Salesforce Advertising Studio?

Advertising Studio is one of the channels that can be used for audience activation in Marketing Engagement. Advertising audience targets can be added into journeys along with email, mobile messages, and so on, and can be added or removed from an audience based on engagement within the journey. Advertising supports audience mapping to Google, Facebook, Instagram, YouTube, Snapchat, LinkedIn and Twitter, as well as customer integrations.

Product Area

Feature impact.

No results

  • Email Client Privacy and Non-Subscriber Activity in Marketing Cloud...
  • Run an Automation from the Overview Page
  • Delete an Automation from the Overview Page
  • Configure a Scheduled Automation
  • Configure a File Drop Automation
  • Configure a Trigger Automation
  • FTP and File Drop Automation Example
  • Filename Patterns Reference
  • Advanced Run Once
  • Run a Subset of Activities
  • Automation Duration
  • Use An Automation's Tabs
  • Start an Automation Studio Activity
  • Edit an Inline Email Activity
  • Edit Emails in a Running Automation
  • Build a SQL Query Activity
  • Optimizing a SQL Query Activity
  • Use Intermediate Tables to Optimize a Query
  • Data View: Automation Instance
  • Data View: Automation Activity Instance
  • Data View: Bounce
  • Data View: BusinessUnitUnsubscribes
  • Data View: Click
  • Data View: Complaint
  • Data View: Coupon
  • Data View: EnterpriseAttribute
  • Data View: FTAF
  • Data View: GroupConnect Contact Subscriptions
  • Data View: GroupConnect MobileLineOrphanContactView
  • Data View: Job
  • Data View: Journey
  • Data View: Journey Activity
  • Data View: ListSubscribers
  • Data View: Open
  • Data View: Sent
  • Data View: SMSMessageTracking
  • Data View: Social Network Impressions
  • Data View: Social Network Tracking
  • Data View: Subscribers
  • Data View: SMSSubscriptionLog
  • Data View: SurveyResponse
  • Data View: Undeliverable SMS
  • Data View: Unsubscribe
  • Query: Bounce History
  • Query: Journey Builder Bounced Email Messages
  • Query: Journey Builder Sends by Email Across Versions
  • Query: Journey Builder Sends in Last 24 Hours
  • Query: Opens in Last 30 Days
  • Query: Subscriber Status
  • Query: Subscribers by Date or Time Frame
  • Query: Subscribers in a Publication or Suppression List
  • Query: Subscribers with No Opens or Clicks
  • Query: Top Bounces for a Job
  • SQL Reference
  • Restart a Suspended SQL Query Activity
  • Update a List or Data Extension with an External File
  • Create a File Transfer Activity in Automation Studio
  • Manage a File with the File Transfer Activity in Automation Studio
  • Move a File with the File Transfer Activity in Automation Studio
  • Substitution Strings Example
  • Create a Script Activity
  • Create a Filter Activity
  • Create a Data Extract File
  • Configure a Tracking Extract
  • Convert XML
  • Data Extension Extract in Automation Studio
  • GlobalUnsubImport
  • Configure the Marketing Cloud for Microsoft Dynamics CRM Tracking...
  • Import the Marketing Cloud for Microsoft Dynamics CRM Tracking Data...
  • Tracking Extract Configuration
  • API Data Extract Options
  • ClickImpression
  • Conversions
  • ListMembershipChanges
  • SendImpression
  • SendJobImpression
  • Spam Complaints
  • StatusChanges
  • Subscribers
  • Contacts Without Channel Addresses
  • Extract Outputs Reference
  • Security Action Audit Log
  • Audit Trail Access Log
  • Verification Activity Example
  • Verify Automation Data
  • Mapping Contacts to Business Unit
  • Automation Studio Activities Reference
  • Add a Wait Activity
  • Einstein Send Time Optimization in Automation Studio
  • Einstein Engagement Frequency in Automation Studio
  • Pause an Automation
  • Skip an Automation
  • Stop a Running Automation
  • Copy an Automation
  • Delete an Automation
  • Automatically Deactivated Automations
  • Automation Studio Statuses
  • Get Automation Studio Notifications
  • Find Activity Configuration and Error Details
  • Data Extension Storage Usage
  • Automation History and Health
  • Journey Builder Prerequisites
  • Permissions for Journey Builder
  • Review Content Used to Benchmark Messaging Performance
  • Monitor Journeys in Slack
  • Journey Builder System Optimization Dashboard
  • Journey Builder Configuration Recommendations
  • All Journeys Dashboard View
  • Scheduled Single Sends Dashboard View
  • Recent Single Sends Dashboard View
  • Transactional Send Dashboard View
  • Create a Single Send Journey
  • Welcome Campaigns
  • Retail Campaigns
  • Anniversary Campaigns
  • Create a Transactional Send Journey
  • Clear a Transactional Send Journey Queue
  • Update an Email Activity in a Transactional Send Journey
  • Create a Journey from a Template
  • Share a Template
  • Edit a Shared Template
  • Delete a Shared Template
  • Pause and Resume a Multi-Step Journey
  • Pause and Resume a Transactional Send Journey
  • Choose a Contact Entry Mode
  • Enable or Disable Google Analytics
  • Entry Source Administration
  • Edit an Entry Source
  • Configure a Mobile App Event Entry Source
  • Configure a MobilePush Message Engagement Entry Source
  • Configure an In-App Engagement Entry Source
  • Data Extension Entry Source Use Cases
  • Selecting a Data Extension for Entry
  • Configure the Data Extension Entry Source
  • Schedule a Data Extension Entry Source
  • Choose How to Process Entry Source Data
  • Configure the Data Extension Entry Source with Data Cloud
  • Create an Audience from Contacts
  • Schedule an Audience
  • Use Data Cloud in Journey Builder
  • Configure the Inbound Chat Entry Source
  • Select a Reusable Entry Source
  • Create a Journey-Specific Event
  • Create a Date-Based Event Entry
  • Create a Shared Entry Event
  • Events and Data Extensions
  • Entry Results
  • Test an Entry Event
  • Prioritization Example: Update Entry Event
  • View Rejected Contacts
  • Create a Journey
  • Define the Automation
  • Run the Automation
  • Confirm Journey Entry
  • API Event Entry Source Use Case
  • Audience Studio Use Case
  • Honor Opt-Out Requests for Personalized Ads
  • GA360 Use Case
  • Configure the Salesforce Data Event
  • Create a Salesforce Campaign Event
  • Salesforce Experience Cloud
  • Configure Events for Person Accounts
  • Configure Events for Business Accounts
  • Configure Events for Person Account Related Objects
  • Get Started with Mobile App Events
  • Define Your Mobile App Event Schema
  • Upload Mobile App Events in Journey Builder
  • Update Existing Mobile App Event Schemas
  • Use Mobile App Events in Journey Builder
  • View Your Contact and Journey Data
  • Create a Filter
  • Journey and Contact Data
  • Linked Data Extensions in Journey Builder
  • Specify an Explicit Attribute Path
  • Attribute to Attribute Comparison
  • Personalization in the Journey Builder Email Activity
  • Email Personalization Use Case
  • Journey and Contact Data in Decision Splits
  • Resolve Excess Salesforce Data Events in Journey Builder
  • Set a Goal in Journey Builder
  • Exit Criteria
  • Define Exit Criteria
  • Activities Reference
  • Activity IDs in Journey Builder
  • Configure the Email Activity
  • Managing Contacts in a Journey Builder Email Activity
  • Update an Email Activity in a Journey
  • Things to Know About Journey Builder Triggered Send
  • Marketing Cloud Journey Email Activity Tracking
  • View Email Activity Statistics
  • View Google Analytics 360 Email Activity Metrics
  • LINE Carousel Activity
  • Content Builder LINE Carousel Activity
  • In-App Push Activity
  • Content Builder In-App Activity
  • Inbox Push Activity
  • LINE Multi-Content Activity
  • Content Builder LINE Multi-Content Activity
  • Push Notification Activity
  • Content Builder Push Notification Activity
  • SMS Activity
  • Content Builder SMS Activity
  • WhatsApp Message Types and Use Cases
  • Get Started with WhatsApp-First Business Messaging (Meta)
  • Get Started with WhatsApp Chat Messaging (Sinch)
  • Create a WhatsApp Business Account and Channels (Meta)
  • Create Your WhatsApp Business Account (Sinch)
  • Create Your WhatsApp Channels (Sinch)
  • Create Your WhatsApp Audiences
  • Create a WhatsApp Template Message (Meta)
  • Create a WhatsApp Template Message (Sinch)
  • WhatsApp Template Message Elements
  • WhatsApp Template Message Approval
  • Personalize Your WhatsApp Template Messages
  • Send WhatsApp Template Messages in Journey Builder
  • Edit a WhatsApp Template Message
  • Create a Default WhatsApp Session Message (Meta)
  • Create a Default WhatsApp Session Message (Sinch)
  • Personalize Your WhatsApp Session Messages
  • Send WhatsApp Session Messages in Journey Builder
  • Create a WhatsApp Session Transfer Activity
  • WhatsApp Media Attachments
  • Locales for WhatsApp Data Extension Sends
  • WhatsApp Chat Message Analytics
  • WhatsApp Analytics and Reporting
  • Create a Chat Messaging Data Extract
  • Add a Phone Number to an Existing WhatsApp Business Account
  • Delete a Phone Number from Your WhatsApp Business Account
  • Transfer a WhatsApp Phone Number Between Business Units (Meta)
  • WhatsApp Status Errors
  • WhatsApp-First Business Account Statuses
  • Using WhatsApp Data in Data Cloud
  • SMS Analytics
  • Google Analytics SMS Metrics
  • Mobile Activity Tracking
  • Activity Type Reference
  • Undo or Redo a Canvas Action
  • Reuse a Journey Builder Activity
  • Configure a Path Optimizer Test Activity
  • Configure a Wait by Duration Activity
  • Configure a Wait Until Date Activity
  • Configure a Wait by Attribute Activity
  • Configure a Wait Until Chat Response Activity
  • Configure a Wait Until API Event Activity
  • Configure a Wait Until Push Event Activity
  • Configure a Wait Until In-App Engagement Activity
  • Configure an Engagement Split
  • Prioritization Example: Update the Abandoned Cart Journey
  • Prioritization Example: Update the Reengagement Journey
  • Use Restricted Values
  • Copy a Decision Split Path
  • Reorder Decision Split Paths
  • Configure a Random Split
  • Configure Einstein Scoring Splits
  • Configure a Join Activity
  • View Frequency Split Analytics
  • Einstein Send Time Optimization Use Cases
  • Use the Einstein Send Time Optimization Activity
  • Create a Control Path with Random Send
  • View Einstein STO Activity Analytics
  • Use the Ad Audience Activity
  • The Advertising Campaign Activity
  • Update Contact Activity Use Cases
  • Configure the Sitecore Connect for SFMC Activity
  • Create an Account Activity in Journey Builder
  • Update an Account Activity in Journey Builder
  • Create a Campaign Member Activity in Journey Builder
  • Create a Contact Activity in Journey Builder
  • Update a Contact Activity in Journey Builder
  • Create a Convert Lead Activity
  • Create an Object Record
  • Update an Object Activity
  • Create a Task Activity in Journey Builder
  • Choose Object
  • Add to Campaign
  • Update the Campaign Member Activity in Journey Builder
  • Opportunity
  • Update Person Accounts
  • Update Business Accounts
  • Associate Cases and Tasks to Person Accounts
  • Best Practices for Integration Activity Fields
  • Sales and Service Cloud Activity Field Validation and Error Handling
  • Journey Builder Sales and Service Cloud Best Practices
  • Configure a Journey Test with a Data Extension
  • Manage Journey Folders
  • Copy a Marketing Cloud Journey
  • Delete a Marketing Cloud Journey
  • Create a Tag
  • Tag a Journey
  • Show and Hide Journey Builder Tips
  • Validate a Journey in Journey Builder
  • Create a Journey Version
  • Stop a Journey
  • Bulk Actions in Journey Builder
  • Delete Drafts and Inactive Journeys
  • Journey Analytics Dashboard
  • Use the Journey Analytics Dashboard
  • Journey Health
  • View Journey Health Data
  • The Versions Dashboard
  • Status Key Reference
  • View a Contact Path in a Journey
  • View a Contact Path on the Journey History Dashboard
  • View a Contact's Journey History in a Journey
  • View a Contact’s History on the Journey History Dashboard
  • View Recent Contacts by Activity
  • Error Message Troubleshooting
  • Prerequisites
  • Create a Behavioral Trigger
  • Edit a Behavioral Trigger
  • Pause a Behavioral Trigger
  • Resume a Behavioral Trigger
  • Set Behavioral Trigger Session Timeout Limit
  • Create a Behavior Trigger Email
  • Behavioral Triggers Optional Features

Journeys and Automations in Marketing Cloud Engagement

Design and automate Marketing Cloud Engagement campaigns that guide customers through their journey with a brand. Execute simple or multistep marketing and data management activities on an immediate, triggered, or scheduled basis.

  • Email Client Privacy and Non-Subscriber Activity in Marketing Cloud Email and Journeys Some email client providers are making privacy changes that can impact open metrics and calculations. Trust is the #1 Value at Salesforce. Privacy and security continue to gain importance in our digital lives. Our top priority is to create the solutions that help you respond, act, and succeed in these new environments. Marketers traditionally create automations, campaign engagement strategies, and more based on email opens because email opens can signal whether a customer or prospect is interested in your content. But the privacy options available to customers can make email opens less reliable as engagement signals.
  • Automation Studio Learn how Automation Studio makes Marketing Cloud email sends, queries, imports, and more happen automatically.
  • Journeys and Messages Marketing Cloud’s Journey Builder is a campaign planning tool that enables you to design and automate campaigns that guide customers through their journey with a brand. Its foundation is the journey, which is the communication plan you design. Canvas activities tell Journey Builder how to communicate to and direct contacts in the journey. Contacts enter from an entry source. The journey then continually evaluates contacts to determine when to move them to the next activity.
  • Behavioral Triggers Let Salesforce Marketing Cloud equip you to reach customers who abandon unpurchased items or services. Configure the flow of this behavioral data into the data extensions for email sends and journeys. Using behavioral data this way is called Behavioral Triggers.

Company Logo

Cookie Consent Manager

General information, required cookies, functional cookies, advertising cookies.

We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings. Privacy Statement

Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.

Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.

Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.

Cookie List

IMAGES

  1. 3 B2B Salesforce Marketing Cloud Journey Builder Designs

    marketing cloud sms journey builder

  2. Salesforce Marketing Cloud Journey Builder: The Essential Guide

    marketing cloud sms journey builder

  3. 3 B2B Salesforce Marketing Cloud Journey Builder Designs

    marketing cloud sms journey builder

  4. Revolutionize User Onboarding: Journey Builder 2023

    marketing cloud sms journey builder

  5. Journey Builder: Personalized Digital Marketing Solutions

    marketing cloud sms journey builder

  6. Salesforce Marketing Cloud Integration

    marketing cloud sms journey builder

VIDEO

  1. Marketing Cloud Lead Nurture Build #5

  2. Marketing Cloud

  3. Always Sms Journey Ends With joy of Love ❤❤😜

  4. Promote your Business with Free SMS Marketing using by Application 2021

  5. Behavioral Triggers in Journey Builder

  6. Small Businesses Need SMS Marketing

COMMENTS

  1. Create the SMS Activity in Journey Builder

    In Journey Builder, drag the SMS activity to the canvas. Click the SMS activity. Click New Message. Enter the message. To find hidden non-GSM characters like unicode straight quotes that can be included when pasting text from another source, select Highlight Non-GSM. To combine messages beyond 160 characters into one, check Concatenate Message.

  2. Create SMS Messages in Journey Builder

    Review SMS performance in Journey Builder. SMS in Journey Builder. According to our recent State of Marketing study, we found that 40% of customers won't do business with a company if they can't use their preferred channels. And 69% of customers expect a connected experience. Tackle this expectation using strategic, multichannel journeys in ...

  3. Journeys and Messages

    Journey Builder's enables you to efficiently create and track Single Send, Transactional Send, and Multi-Step customer journeys in Marketing Cloud from a unified workspace. Journey Settings. Choose the settings that determine when the contact enters a Marketing Cloud journey and which address Journey Builder uses to message that contact.

  4. Journey Builder Activities

    In a Multi-Step journey, the activities you configure affect each contact until they reach a goal or the end of the journey. Activities appear in the builder panel according to their headings: Messages, Advertising, Flow Control, Customer Updates, Sales & Service Cloud, and Custom. Note Single Send journey activities are auto-populated on the ...

  5. Journey Builder: Personalised Digital Marketing Solutions

    Journey Builder empowers you to guide customers on 1:1 journeys to deliver the right digital marketing solution, via the right channel. ... SMS, push notifications, ads, web landing pages, and apps — so your customers get the right information, wherever they are. ... Salesforce Marketing Cloud helps maintain a relationship with your customers ...

  6. How to Send SMS Messages Using Journey Builder in Salesforce Marketing

    Step 5: Define Journey Steps. Drag and drop an "SMS Activity" onto the canvas. Configure the SMS activity by selecting the message you want to send. You can choose from existing templates or create a new SMS message. Specify the sending behavior, such as sending immediately upon entry, at a specific date and time, or based on contact behavior.

  7. Get Started with Journey Builder

    In Marketing Cloud Engagement, hover over Journey Builder in the top navigation bar. Click Journey Builder. You've arrived! Now, let's explore the components of the Journey Builder dashboard. Journey Folders: Store journeys in folders so they're easy to find. You can organize your journeys immediately after creating and saving them, or ...

  8. Manage Campaigns with Journey Builder

    Test and Launch a Journey Campaign~5 mins. Show 4 Units. Use this powerful Marketing Cloud Engagement tool to automate and optimize customer interactions.

  9. Create an SMS or MMS Message

    Important Journey Builder SMS messages are no longer created in MobileConnect. Instead, create your Journey Builder SMS messages without leaving Journey Builder. Select a template. Click Next. Name the message. Select a short or long code. If applicable, select a From Name. Note A From Name sends your message to a customer's mobile device as ...

  10. marketing cloud

    4. There are a few steps that you need to complete to achieve this. Create a Data Extension to store the text reponses. Include two fields; 'MobileNumber' and 'Response'. MobileNumber should be the Primary Key. Add an SMS Activity to your Journey, create an outbound message and assign a Next Keyword (you will need to create one in MobileConnect ...

  11. Configure an Existing Content Builder SMS in Journey Builder

    In Journey Builder, drag the SMS activity to the canvas.; Click the SMS activity, and add a name and description.; To access an existing message, click Select Message, and select the type of message: Content Builder or SMS Messages.; Select the message to send and click Edit Selected Message.; Configure the SMS activity. Click Save Message and Return.; For a subscriber-level preview for your ...

  12. Salesforce Marketing Cloud (SFMC)

    In Salesforce Marketing Cloud (SFMC) Journey Builder, a single send journey is a simple journey that involves sending a one-time communication to a group of contacts. Unlike a multi-step journey with multiple sections and ongoing interactions, you can use a single send journey for straightforward campaigns, such as sending a promotional email ...

  13. Journey Builder: Personalised Digital Marketing Solutions

    Journey Builder empowers you to guide customers on 1:1 journeys across channels and devices to deliver the right digital marketing solution, via the right channel. ... SMS, push notifications, ads, web landing pages, and apps — so your customers get the right information, wherever they are. ... Salesforce Marketing Cloud helps maintain a ...

  14. What is Journey Builder?

    What is a Journey Builder? Salesforce Journey Builder gives you visibility into consumer interactions across all of your marketing channels, including email, mobile, social ads, and more. By connecting these different actions or conversations, you canunderstand the customer better, improve message building, design and automate campaigns ...

  15. Twilio SMS for Salesforce Marketing Cloud Journey Builder

    Testing Twilio SMS Activity. Login into Marketing Cloud and navigate to Journey Builder and create a new Journey. You should be able to the Twilio SMS custom activity and drag it into the canvas; Click into the activity and fill out the Account SID, Auth Token, Messaging Service SID and the body for your SMS/MMS message.

  16. Journey Builder Marketing Cloud by Salesforce Guide

    Salesforce Marketing Cloud's Automation Studio and Journey Builder both serve different purposes. The purpose of Automation Studio is to perform ETL, whereas Journey Builders' goal is to create that 1:1 individualized journey for your prospect communications. Salesforce Marketing Cloud's Automation Studio will allow you to send emails ...

  17. Vibes SMS Integration for Salesforce Marketing Cloud Journey Builder

    Vibes SMS Integration for Salesforce Marketing Cloud Journey Builder. The Vibes integration with Journey Builder increases engagement and conversion by delivering SMS messages with personalized customer experiences, including mobile wallet passes, using mobile engagement message data to trigger decision splits in journeys.

  18. Salesforce Marketing Cloud Journey Builder

    Navigate to Journey Builder in your Salesforce Marketing Cloud account. Click Create New Journey in the top-right corner. Click Build in the Multi-Step Journey section. Click and drag an entry source (1) onto the Journey Builder canvas (2), as shown in the following image. Click the Data Extension widget. The widget appears in edit mode in the ...

  19. Journey Builder: Personalized Digital Marketing Solutions

    Journey Builder empowers you to guide customers on 1:1 journeys across channels and devices to deliver the right digital marketing solution, via the right channel. ... SMS, push notifications, ads, web landing pages, and apps — so your customers get the right information, wherever they are. ... Salesforce Marketing Cloud helps maintain a ...

  20. Journeys and Automations in Marketing Cloud Engagement

    Journeys and Messages. Marketing Cloud's Journey Builder is a campaign planning tool that enables you to design and automate campaigns that guide customers through their journey with a brand. Its foundation is the journey, which is the communication plan you design. Canvas activities tell Journey Builder how to communicate to and direct ...

  21. marketing cloud

    I have a journey set up - just a single step journey that sends an SMS. See below for the configuration: If my mobile number is NOT opted in, it doesn't matter what the circled setting is set to (either 'Only send to contacts that are subscribed' or 'subscribe all contacts to a keyword'), I never receive the SMS.