Azmarq · Customer Journeys
Orchestrate WhatsApp, SMS, RCS, email & voice on one canvas
Visual multi-step journeys with CTWA, segment, and event triggers — plus DND-aware waits, branches, A/B tests, goals, tags, and webhooks built for Indian GTM realities.
One canvas · WhatsApp, SMS, RCS, email & voice
Journey · CTWA nurture
CanvasTrigger
CTWA lead
Wait
DND-aware 2h
Intro offer
Branch
Replied?
Goal
Demo booked
What you design
- 01Pick CTWA, segment, or event triggers
- 02Add multi-channel steps on one canvas
- 03Insert DND-aware waits for India
- 04Branch on replies and attributes
- 05A/B test copy or channel variants
- 06Set goals, tags, webhooks, handoffs
Channels
WA · SMS · RCS · Email · Voice
India-native
DND-aware waits
Logic
Branches · A/B · goals
Handoff
Inbox · AI Agent Studio
Clarify first
Journeys vs Drip Campaigns vs one-off blasts
Not every follow-up needs a full canvas — and not every blast should pretend it’s orchestration. Azmarq keeps the tracks honest so you pick weight that matches the job.
Customer Journeys
Full canvas
Multi-channel steps, DND-aware waits, branches, A/B, goals, tags, and webhooks when context and decisions matter.
Drip Campaigns
Lighter sequences
Multi-step nurture with templates and analytics — without the weight of a full branching journey.
Explore Drips →One-off blasts
Single send
Campaigns and promos when there’s no multi-step logic — still from My CDP audiences, not a disconnected list tool.
Explore My CDP →Entry
Triggers that match how leads actually arrive
Start journeys from CTWA clicks, segment entry, form events, or product signals — so orchestration begins with context, not a static list dump.
- CTWA, segment, and event-based entry
- Audience truth inherited from My CDP
- Clear entry criteria ops can explain
- Re-entry rules when contacts loop back
Entry · who starts
Omnichannel
WhatsApp, SMS, RCS, email & voice on one canvas
Mix channels in a single flow so nurture matches how customers reply — instead of five disconnected tools that lose the plot mid-journey.
- True cross-channel steps in one canvas
- WhatsApp-first with SMS / RCS / email fallbacks
- Voice steps when a callback beats another text
- Same CDP contact across every hop
Canvas · channel steps
Intro offer
Wait
DND-aware 2h
SMS
Short reminder
Case study
Voice
Callback slot
India-native
DND-aware waits — not naive delays
Quiet hours and India DND realities matter. Journeys wait with awareness so promos don’t fire at 11pm and utility paths still move when customers expect them.
- DND-aware wait nodes for Indian GTM
- Quiet-hour windows your team can set
- Channel-appropriate timing between steps
- Fewer “why did we message at midnight?” tickets
Wait · DND-aware
IndiaLogic
Branches that react to real behavior
Split paths on replies, opens, delivery, tags, or attributes — so the next step depends on what the contact did, not a fixed Day-3 blast.
- Branch on reply, engagement, and attributes
- Yes / no paths that stay readable on the canvas
- Route to Inbox when a human should take over
- Keep quiet contacts on a softer cadence
Decision node
Replied on WhatsApp?
Yes
→ Unified Inbox · Sales
No
→ SMS nudge · Day 2
Experimentation
A/B tests inside the journey — not a side spreadsheet
Test copy, channel, or offer variants where the traffic already lives, then promote winners without rebuilding the whole canvas from scratch.
- Split traffic across step variants
- Compare outcomes against journey goals
- Promote winners without a full redesign
- Keep experiments tied to conversion, not vanity
A/B · intro copy
Variant A
50%
Offer-first
Variant B
50%
Value-first
Winner promoted when goal rate clears threshold
Outcomes
Goals that tell you if the canvas earned its keep
Define what “done” means — demo booked, purchase, reply, tag applied — and measure journeys against outcomes instead of send volume alone.
- Goal nodes tied to conversion events
- Exit when the outcome is achieved
- Visibility for marketing and sales alike
- Iterate from goal completion, not guesswork
Journey goals
CTWA nurture · last 7 days
Demo booked
Primary
Replied yes
Soft
Tag · hot lead
CRM
Exited · goal met
Complete
Integration
Tags & webhooks that keep CRM in the loop
Update tags, fire webhooks, and sync state so journeys stay connected to your stack — not a black box that only Azmarq can see.
- Tag contacts as they move through steps
- Webhooks for CRM, billing, and ops systems
- Attributes that downstream tools can trust
- Less manual CSV syncing after every campaign
Tags & webhooks
Tag applied
journey · ctwa · warm
Webhook
POST /crm/leads/update
Attribute
last_channel = whatsapp
Sync
HubSpot · Zoho · custom
Conversation
Inbox & AI handoff when automation should stop
When a reply needs a human — or an AI agent with guardrails — hand off cleanly into Unified Inbox or AI Agent Studio without losing thread context.
- Escalate to Unified Inbox queues
- Hand to AI Agent Studio with guardrails
- Preserve conversation context across hops
- Let journeys qualify; let people close
Handoff
- 01Journey qualifies intent
- 02AI Agent answers FAQs
- 03Escalate → Unified Inbox
- 04Sales closes with context
Why journeys
Blasts don’t know context.Journeys do.
When leads arrive from CTWA, forms, or events, you need waits that respect quiet hours, branches that react to replies, and channels that switch without losing the plot.
Azmarq Customer Journeys are the orchestration layer of an India CPaaS — WhatsApp-first, DND-aware, and honest about when a lighter drip is enough.
Where teams use it
Journey jobs across GTM
Same canvas patterns — different urgency. From CTWA nurture to renewal win-back, journeys keep multi-channel logic operable without a second orchestration vendor.
CTWA lead nurture
Welcome on WhatsApp, DND-aware wait, branch on reply, goal when a demo is booked.
Cart & checkout recovery
WhatsApp first, SMS fallback, email for depth — one canvas, one contact truth.
Onboarding & activation
Multi-channel tips after signup until the product event that means “activated.”
Renewal & win-back
Segment entry → reminder sequence → voice callback when chat goes quiet.
BFSI & fintech lifecycle
Utility-aware waits, compliant nudges, and inbox handoff for high-intent replies.
Agency & multi-brand GTM
Reusable journey patterns per brand with CDP segments and webhook sync.
How it maps on Azmarq
Capability → what you run → module
Journeys rarely live alone. Use this map to see when the canvas is enough — and when drips, CDP, CTWA, Inbox, or AI should join the story.
Journey canvas
Triggers · steps · waits · branches · goals
Customer Journeys →Lighter sequences
Templates · cadence · analytics
Drip Campaigns →Audience truth
Segments · attributes · consent
My CDP →Ad-to-chat entry
CTWA leads into journeys
CTWA Ads →Human replies
Queues · assignment · history
Unified Inbox →AI with guardrails
Persona · tools · escalation
AI Agent Studio →
Design once — run across channels
01
Trigger
CTWA, segment entry, or event — define who enters.
02
Build
Add steps, DND waits, branches, A/B, goals, and webhooks.
03
Handoff
Escalate to Inbox or AI when a conversation needs a person.
04
Measure
Track goals and refine without rebuilding from scratch.
Next in the Azmarq story
FAQs
Questions about Customer Journeys
Straight answers for teams evaluating this module inside Azmarq CPaaS.
Talk to salesJourneys are multi-channel orchestration with waits, branches, and DND-aware logic. Drips are lighter nurture sequences when you don’t need full journey complexity.
Blasts send once without context. Journeys react — waits, branches on replies, A/B tests, goals, tags, and webhooks — so nurture matches how customers actually respond.
WhatsApp, SMS, RCS, email, and voice steps — coordinated from My CDP segments and events.
CTWA leads, segment entry, and events — so the right people enter at the right moment instead of manual list uploads.
Journey waits are designed with India-native realities in mind, including DND-aware timing for channels that require it.
Yes. Route conversations into Unified Inbox / tickets when a lead needs an agent — or let AI Agents handle the first mile with clean escalation.
Yes. Test variants, measure goals, update tags, and call webhooks so journeys improve over time and stay connected to your stack.
Build journeys that respect India — and still convert
See DND-aware waits, WhatsApp steps, and goals live on an Azmarq CPaaS demo.
