What is Skio’s Journeys feature?
Journeys is Skio’s visual workflow builder that lets you automate subscription changes across the customer lifecycle. Using an intuitive drag-and-drop interface, you can build “if this, then that” logic flows that respond to real-time events like an order being placed, a product added, or a billing date changed.
Each Journey runs automatically and can include custom triggers, conditions, and actions. With deep integrations (like Klaviyo), Journeys gives you full control over how subscriptions evolve without writing any code. Learn how to set up a Journey in our setup guide here.
How does Journeys work?
Journeys are built from nodes, each representing a step in the workflow:
Trigger node: When the Journey should begin (e.g. after an order, product change).
Condition node: What rules decide which customers follow which paths.
Action node: What should happen (e.g. swap product, apply discount, send notification).
You can combine multiple nodes into a single Journey, giving you full control over how your subscription experience evolves.
Example of a Journey
The screenshot above shows a simple Journey in action. This setup is built to automatically display a banner in the Customer Portal when certain conditions are met after a customer places an order:
Trigger (After order): The Journey begins right after an order is completed. This includes both checkout and recurring orders.
Condition (Contains products AND Shipping Interval): The flow checks if the subscription includes a specific product and has a certain shipping interval. Only customers who meet both conditions will continue down the “Condition(s) met” path.
Action (Trigger banner): If the customer qualifies, a banner is shown in the Customer Portal encouraging them to upgrade their subscription to a 12-pack and save 5% on the next 3 orders.
End point: If the conditions are not met, nothing happens. The Journey ends for that subscriber.
There are a few premade Journey templates available
Product swap
Upgrade suggestion
Change discount over time
What Triggers are available in Journeys?
Triggers determine when a Journey starts. You can choose from the following:
After order
The Journey starts after an order is completed. This includes both checkout and recurring orders. Use the Order number filter to differentiate between the two.
After a product is added (or removed)
The Journey starts when a product is added or removed from a subscription. This includes:
Recurring products: Applies to subscription lines outside of build-a-box.
One-time upsells: Optional toggle.
Quantity changes: Includes increases, decreases, and product removals.
Box updates: Applies to build-a-box subscriptions only.
You can toggle each of these on or off when configuring the trigger.
After next manual billing date change
The Journey begins after a manual change to the subscription’s next billing date. This includes changes made via:
Quick Actions
Customer Portal (e.g., Skip, Set Order Date, Temporary Pause, Reactivate)
Note
This does not apply to automated billing date changes.
Receive SMS keyword
The Journey begins when a customer replies with a specific keyword. You can configure any keyword like SKIP, SWAP, or UPGRADE to launch a corresponding Journey. When a customer texts the keyword to your SMS number, the Journey begins automatically.
This lets you create interactive, SMS-based flows tied to customer actions, like:
Swapping a product with one word
Skipping an upcoming order
Triggering upgrade incentives
Keywords, follow-up actions, and confirmation messages are fully customizable in Postscript. You can link multiple keywords to different Journeys to support various flows.
Note
This trigger only appears in the Journey builder if your store has Postscript enabled and integrated with Skio.
What are trigger filters and how are they different from conditions?
Trigger filters control which orders trigger the flow.
Conditions determine which customers go down each path within the flow after it's triggered.
What Conditions are available in Journeys?
Customers who meet the specified condition(s) will follow the corresponding path in the flow. You can choose from the following:
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.
What Actions are available in Journeys?
Actions define what happens once the Journey is triggered and conditions are met. You can choose from the following:
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.
Common Journey use cases
Skio Journeys give you powerful control over subscription behavior across the entire lifecycle. Here are some popular ways merchants use Journeys:
Trial-to-full-size conversions
Automatically swap a trial SKU for the full-size product after a specific order. For example, after the first or second cycle, swap trial-sized product to full-sized product and adjust the price.
Bundle expansion or kit splitting
Some merchants sell “bundles” as a single line item in Shopify, which limits how subscribers can manage them in recurring orders.
This Journey breaks a bundled SKU into individual products at a chosen point in the subscription, giving subscribers more flexibility to swap or remove items.
Lifecycle upsell and cross-sell
Add one-time or recurring products after key actions like when a product is added or a certain threshold is met. This lets you create advanced upsells and quantity-based flows that repeat throughout the subscriber’s lifecycle.
In-portal engagement
Use interactive banners in the Skio Customer Portal to nudge subscribers after specific behavior: offer upsells, a last-minute discount before renewal, or guide them through next steps. Commonly used for “upsizing” flows.