Review the Understanding Skio Journeys guide to learn the basics and how each node works.
How do I set up a Journey?
Step 1: Create a New Journey
In your Skio Dashboard, go to Features > Journeys in the lefthand menu.
Click Create new journey in the top right corner.
At the top of the page, name your Journey.
Note
Choose something descriptive for the name, like “Trial size to full size,” so it’s easy to understand what the Journey does at a glance.
You’ll find available nodes in the left-hand menu: triggers, conditions, and actions. Drag and drop any node onto the workspace to start building your Journey.
Step 2: Add a Trigger node
From the left-hand menu, choose a Trigger to start the Journey, then drag it into the workspace. You can start a Journey after an order, after a product is added, after the next manual billing date change, or after you receive an SMS keyword (if you have the Postscript integration enabled).
When you add a trigger, you can customize how and when the Journey starts:
Add a delay to start the Journey a set number of hours or days after the trigger.
Apply trigger filters to control when the Journey begins. Click Edit trigger filter(s) to set conditions.
See all available trigger filters
Customer-based conditions
Customer tag: Filter by whether a customer has or does not have a specified tag.
Credit balance: Filter customers based on their available store or subscription credit balance.
Tier: Filter customers by their loyalty or subscription tier (for example, Silver, Gold, VIP).
Subscription-based conditions
Order number: Filter by the current order number (for example, a subscription with 3 orders would have order number = 3).
Total quantity: Filter by total quantity of products in the subscription (for example, 1 × Product A and 1 × Product B = quantity of 2).
Total value: Filter by total dollar value of the subscription (sum of each product's subscription price × quantity).
Subscription creation date: Filter by when the subscription was created.
Day of week: Filter subscriptions with a specific charge day of the week.
Discount code: Filter subscriptions that contain specific discount codes.
Is prepaid renewing: Filter prepaid subscriptions by whether they are set to renew (continue into another term) or end after the current prepaid cycle.
Migrated from another platform: Identify subscriptions migrated from another platform (only captures the migrated subscription, not new subscriptions created by the same customer).
Next billing date: Filter subscriptions where the next billing date falls on, before, or after a selected date.
Shipping interval: Filter by how often the subscription ships (for example, every week, every 2 weeks, monthly).
Subscription country: Filter by shipping address country (supports multiple selections).
Subscription ID: Enter specific subscription IDs to target with the operation.
Subscription note: Filter subscriptions based on keywords or text stored in the internal subscription note.
Subscription status: Filter by status (Active, cancelled, failed, under review, paused).
Product-based conditions
Contains products: Identify subscriptions that include a specific product.
Contains dynamic boxes: Filter subscriptions that include a specific dynamic build-a-box product.
Contains static boxes: Filter subscriptions that include a specific static build-a-box product.
Exclude products: Identify subscriptions that do not include a specific product (helpful when paired with “contains products”).
Other conditions
Audit log: Filter subscriptions based on specific audit log actions.
Cancel Flow: Filter subscriptions that had X rebuttal shown and was saved or not saved.
Quick action: Filter customers or subscriptions based on whether a specific Quick Action link has been actioned, or viewed but not actioned.
Surprise and Delight: Filter customers who were or were not qualified for a surprise and delight gift.
Step 3: Add a Condition node
From the left-hand menu, choose a Condition to decide how orders that trigger the Journey should be filtered, then drag it into the workspace.
Click Edit condition(s).
Click + AND condition to add your first condition. You can use + AND/+ OR conditions to further refine which customers will go down the path.
Once complete, click Apply condition(s) at the bottom of the condition modal.
See all available conditions
Customer-based conditions
Customer tag: Filter by whether a customer has or does not have a specified tag.
Credit balance: Filter customers based on their available store or subscription credit balance.
Tier: Filter customers by their loyalty or subscription tier (for example, Silver, Gold, VIP).
Subscription-based conditions
Order number: Filter by the current order number (for example, a subscription with 3 orders would have order number = 3).
Total quantity: Filter by total quantity of products in the subscription (for example, 1 × Product A and 1 × Product B = quantity of 2).
Total value: Filter by total dollar value of the subscription (sum of each product's subscription price × quantity).
Subscription creation date: Filter by when the subscription was created.
Day of week: Filter subscriptions with a specific charge day of the week.
Discount code: Filter subscriptions that contain specific discount codes.
Is prepaid renewing: Filter prepaid subscriptions by whether they are set to renew (continue into another term) or end after the current prepaid cycle.
Migrated from another platform: Identify subscriptions migrated from another platform (only captures the migrated subscription, not new subscriptions created by the same customer).
Next billing date: Filter subscriptions where the next billing date falls on, before, or after a selected date.
Shipping interval: Filter by how often the subscription ships (for example, every week, every 2 weeks, monthly).
Subscription country: Filter by shipping address country (supports multiple selections).
Subscription ID: Enter specific subscription IDs to target with the operation.
Subscription note: Filter subscriptions based on keywords or text stored in the internal subscription note.
Subscription status: Filter by status (Active, cancelled, failed, under review, paused).
Product-based conditions
Contains products: Identify subscriptions that include a specific product.
Contains dynamic boxes: Filter subscriptions that include a specific dynamic build-a-box product.
Contains static boxes: Filter subscriptions that include a specific static build-a-box product.
Exclude products: Identify subscriptions that do not include a specific product (helpful when paired with “contains products”).
Other conditions
Audit log: Filter subscriptions based on specific audit log actions.
Cancel Flow: Filter subscriptions that had X rebuttal shown and was saved or not saved.
Quick action: Filter customers or subscriptions based on whether a specific Quick Action link has been actioned, or viewed but not actioned.
Surprise and Delight: Filter customers who were or were not qualified for a surprise and delight gift.
Step 4: Add an Action node
Choose an Action from the left-hand menu to define what happens when a condition is met (or not met) then drag it into the workspace.
See the full list of available actions
Swap Product: Swap a product in the subscription.
Add discount: Add a discount to a subscription.
Add product: Add a single product to the subscription.
Change delivery price: Set a new shipping price that remains until updated.
Change interval: Change the subscription's delivery frequency.
Trigger banner: Display an interactive and customized banner in the customer portal.
Update product price: Override the price of this product in matching subscriptions.
Adjust next billing date: Set the next billing date to a specific day or interval.
Notification: Send a custom email, SMS message, or integration event.
Bundle expansion: Replace one product with multiple products.
Delay: Delay the order by a set number of hours or days.
Remove products: Remove one or more products from a subscription.
Remove discounts: Remove the first matching discount from a subscription.
Pause subscription: Indefinitely pause the subscription.
Swap static boxes: Swap two static boxes with the same size and product variants.
Swap dynamic boxes: Swap two dynamic boxes with the same size and product variants.
Remove box: Remove the entire box (including its products) from the subscription.
Award credits: Grant credits to the customer.
Sunset prepaid: Convert a prepaid subscription to a recurring one. Learn more in our Sunset Prepaid guide.
Note
You don’t need to add an action to both paths (condition met/condition not met). For example, you might only “Add Product” if the subscription is active and do nothing if it’s not. You can also stack multiple actions to run in sequence or at the same time.
Step 5: Save and activate
When you’re done configuring your Journey, click Save in the top-right corner to finalize it.
Note
If you edit an active Journey, saving will create a new version. Each version has its own analytics, so you can track changes and compare performance over time.
This is an example of what a configured Journey looks like. This journey adds a product to the customer’s order one day after their third subscription order but only if they have the VIP customer tag. If they don’t, nothing happens.
How can I analyze and improve my Journey?
Journeys include built-in tools to help you monitor performance and fine-tune your workflows. Once a Journey is saved, reopening it will display three tabs at the top for managing and reviewing your setup: Flow builder, Debug mode, and Analytics mode.
What is the Flow builder?
The Flow builder is the workspace where you can edit the Journey’s flow, just like when you first created it.
What is Debug mode in Journeys?
In Debug mode, you can view detailed logs of the most recent Journey a specific subscription has gone through. This helps you confirm when actions were triggered, or troubleshoot if something didn’t work as expected.
To look up a Journey log:
Go to the Skio dashboard > Customer Management.
Search for the customer.
On their profile, under Active subscriptions, copy the Subscription ID.
Paste the ID into the Journey viewer to see the full path the subscription followed.
What is Analytics mode in Journeys?
In Analytics mode, you can track the performance of each node in the Journey. Each rate shows how many subscriptions experience a specific outcome as they move through your Journey.
For Trigger and Condition nodes:
Pass rate: Subscriptions that pass the condition check and continue through the Journey.
Miss rate: Subscriptions that don’t meet the condition and stop at that point in the flow.
For Action nodes:
Success rate: Subscriptions where the action runs and completes as expected (for example, a product is swapped or a tag is added).
Skip rate: The action is bypassed because it doesn't apply to the subscription (for example, we are trying to swap Product A for B, but the subscription doesn’t have Product A, so the action is skipped).
Fail rate: The action attempts to run but fails due to an error (for example, network issues, Shopify server errors, or a bug in the logic).
These analytics help you refine your Journeys, ensuring they perform as intended and allowing you to identify any areas for improvement.
Journeys FAQ
FAQ
What happens if I try to use the same keyword trigger for multiple Journeys?
You can only link one Journey to each keyword. If you attempt to assign a keyword that's already in use, you'll receive an error message. Each keyword must be unique across all your SMS keyword Journeys.
Can customers trigger a Journey by using the keyword in the middle of a text conversation?
Yes. The system automatically detects exact keyword matches in any SMS message, regardless of where the keyword appears in the conversation or what other text is included. The Journey will trigger as long as the exact keyword is present.
What happens when a customer sends a keyword that isn't connected to any Journey?
Nothing happens automatically. The customer won't receive any response unless you've separately configured an auto-reply or default response in Postscript for unrecognized keywords.
Can I customize what customers receive when they use a keyword?
Yes. The message that customers receive depends on how you configure your Journey's message blocks. Whatever content you set up at the end of your keyword Journey—whether it's a welcome message, discount code, or product information—will be automatically sent to customers who use that keyword.
Can Journeys manage subscriptions throughout their lifecycle, not just after purchase?
Yes, Journeys is designed to manage subscriptions at any stage, including recurring orders and changes made to the subscription over time.
How can I trigger an action every X orders, forever?
In the trigger node, add a trigger filter for Order number. From the dropdown, scroll down and select Divisible by.
For example, if you set Divisible By = 3, the action will trigger on orders 3, 6, 9, 12, and so on. You can also add an offset to control when the pattern starts (i.e. Divisible By = 3, Offset = 2 → triggers on orders 2, 5, 8, 11, etc.)
Example use case: Give a 10% discount starting on the second order, then again every 3rd order after that.
Can I send promotional SMS messages through Journeys?
No, SMS messages sent through Journeys cannot be promotional. They must be transactional or informational to comply with regulations.
How does versioning work in Journeys?
Each time you save changes to an active Journey, a new version is created. This resets the analytics, allowing you to compare how different versions perform over time.
How can I integrate Klaviyo with my Journeys?
You can trigger Klaviyo events directly from Skio Journeys to power marketing automation based on subscription behavior.
To set it up:
Go to Account > Integrations in Skio.
In the Klaviyo integration, register for the Journey Notification Triggered event. See the full list of available event metrics in our help doc here.
When a Journey reaches a Notification action, Skio will send the Journey Notification Triggered event to Klaviyo. This event includes a journey{NotificationName} property based on what you set in the Notification node.