Smart Journey Creator

  • Updated on Jun 18, 2025
  • Published on Feb 9, 2024
  • 5 minute(s) read
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Smart Journey Creator understands users' use cases and merges GenAI (OpenAI) and Insider's in-house AI capabilities to craft ready-to-use journeys. Customer channels serve as default inputs, ensuring AI-generated journeys align with the customer's channel preferences. You can preview AI-suggested journeys before deciding whether to adopt or explore them.

This guide aims to explain the following concepts:

How does the Smart Journey Creator work?

Once you submit a prompt, OpenAI will start to analyze the submitted use case to understand the trigger selection and complexity of the journey and pick the best starter element. It also makes an intent analysis to decide on the preferred channels, number of channels, and follow-ups, wait types, wait durations, segment preferences, and decision nodes, and picks the elements in the journey accordingly. Then, Sirius AI makes an analysis of the previous journeys of the customer and creates the most meaningful flow based on the selected use case.

Before creating a journey

Before creating your journey, you should write a well-defined prompt and submit it.

What is a prompt?

A prompt is a single message you must write to explain your use case in detail in Smart Journey Creator.

Writing a prompt

A prompt should contain a well-described use case, segment preferences, and marketing channels. Depending on how detailed your prompt is, your journey will be created accordingly.

  1. Describe your use case with as much detail as possible, and articulate the campaign goals, target audience, and expected outcomes. A detailed description is essential for a comprehensive understanding of OpenAI to analyze the prompt input.
  2. Outline the segments you intend to target in your customer journey, incorporating demographics, user behaviors, and segment or trigger types for the journey.
  3. Specify the marketing channels you want to utilize for your journey, such as Email, App Push, Web Push, SMS, WhatsApp, Onsite, and In-App, in the prompt. OpenAI can analyze the intent in your prompt to make sure the specified marketing channels are added to the journey.

Below, you can see some example prompts following the criteria listed above.

Example 1
I want to create a journey for membership renewals for last year's purchasers. There should be 3 points of contact; if they don't interact with an Email, we should send an SMS or Web Push.

Example 2

People who have viewed the "https://www.yourwebsite.com/" page but have not purchased will be given the app push first, in order of permission. If the app does not have push permission, send an Email. If email permission is not available, send a Web Push.

Example 3
I want a journey that will recommend a product to a group of people who have bought a related product from my platform:
Trigger: Previous purchase or browsing history
Day 7: Email with personalized product recommendations
Day 10: App push notification featuring complementary products
Day 14: Web push notification with a limited-time bundle offer

Example 4
I would like to create a journey for customers celebrating their 40th birthday. The customers should receive an email on their 40th birthday with a coupon code to celebrate their birthday. This journey should run every day. The goal of this journey is to prevent customers from churning.

Example 5
Create a journey where users will enter the journey as soon as they search the website or app and, after waiting 2 hours, send a reminder message if they do not complete the purchase action.

Your title goes here

Make sure to submit your prompt in one single uninterrupted message, as it is not a continuous conversation. If you submit your prompt in separate messages, a correct journey will not be created since the journey always looks at the last prompt. Therefore, the desired journey should be single and uninterrupted in the prompt. Your prompt should not look like the example below:
Prompt 1: Send an email to users who have made more than 1 purchase in the last month.
Prompt 2: Then send a push to users who opened the email.

Insider is making improvements to the conversational structure. Thus, with certain limitations, step-by-step journey installation or element changes can be made via a prompt on the established journey.

Create a journey with Smart Journey Creator

1. Navigate to Architect and go to the Select Template page to create a journey. Select the Smart Journey Creator.

2. Enter your prompt as one single message and submit it.

While your journey is being created, you will see a loading screen.

If you want to learn the reason for the decision points determined by the AI in the created journey, click the Show Reasons button to see it. 

3. Once your journey is ready, you can preview it. You can save it as a template or click the Use This Template button to start editing it on the canvas. You can not edit your template in the preview format.

Refer to Anatomy of a Journey for further information.

If you want to create another journey, continue with the conversation in the same way as the prompt and define the journey you want to create. AI will understand this from the prompt you wrote.

If you want to clear your chatbot conversation history and create a new journey from scratch, to start a new journey, click the New Chat button.

Edit your journey in Smart Journey Creator

After generating a draft journey, you can make further adjustments using the Journey Edit feature within the same chatbot. This allows you to modify the flow directly through a conversational interface.

You can use natural language to:

  • Adjust structure

Example 1: “Add a Push notification two days after the last email.”

Example 2: “Remove the SMS step and replace it with an email.”

  • Refine audience targeting

Example 1: “Change the condition to users who purchased within 30 days.”

Example 2: “Only take vip users on the journey”

  • Refine the wait element

Example 1: “Make all waits two days”

Example 2: “Wait one hour before sending an email.”

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Clear and specific requests lead to better results. For example, instead of saying “Add an email,” a more effective prompt would be:  “Add one email after the second email.”

If you make a change and don't like it, or if you want to go back to the previous version, you can click the Undo button, and to go to the next version, click the Redo button to go back and forth and choose your best journey.

Caution List

While using Smart Journey Creator, Insider recommends you consider the following:

  • Unlike pre-built journey templates, the AI-generated journey flow has no pre-composed content.
  • Smart Journey Creator can only process use case descriptions.
  • If you submit a prompt in a language other than English, OpenAI will process it and create your journey. However, OpenAI works best in English.