Automations

Automations in JourneyFuse are powered by Journeys — step-by-step email workflows that fire automatically based on trip events and timelines. Instead of managing individual email triggers, you build a Journey once and it handles everything from booking confirmation to post-trip follow-up.

How Journeys Work

A Journey is an ordered sequence of steps. Each step sends an email (or creates a task) at a specific point in the trip lifecycle:

1. Booking Created → Send booking confirmation
2. 14 days before due date → Final payment reminder
3. 7 days before due date → Payment reminder follow-up
4. 14 days before trip → Travel documents
5. 7 days before trip → Pre-trip checklist
6. 3 days after return → Welcome home follow-up

When a trip is enrolled in a journey, JourneyFuse works through each step automatically — you never have to remember to send these emails manually.

Getting Started

Go to Automations in the sidebar. Click Add automation to open the preset picker, where you choose:

• Trip automation — fires on trip milestones (booking, payments, pre-trip, post-trip). This is what most advisors use.
• Client automation — fires on client-level events rather than a specific trip.

Pick a preset to generate an automation with matching email templates, or choose Start from blank to build your own. The trip-automation presets are grouped in the picker exactly as follows:

• Recommended — General Journey (welcome emails, payment reminders, pre-trip prep, and post-trip follow-ups for any trip type)
• Cruise Lines — Disney Cruise Line, Royal Caribbean, Carnival Cruise, Celebrity Cruises, Norwegian Cruise Line, Princess Cruises, MSC Cruises, Virgin Voyages
• Disney & Theme Parks — Walt Disney World, Disneyland Resort, Universal Orlando
• Other — International Travel (passport, visa, travel insurance, pre-departure checklist), Group Travel (group coordination, rooming list collection, payment tracking)

If you choose Client automation instead of Trip automation, the available preset is Client Birthday (an annual birthday email to every client in your workspace).

Building an all-inclusive resort or other destination-specific flow? There isn't a dedicated preset for it — start from the General Journey or Start from blank, then customize the steps. To have it auto-enroll only the right trips, tag those trips and use the journey's enrollment rules to require that tag (see Auto-Enrollment).

Inside an automation you can switch between:

• Journey map (default) — a visual, left-to-right view of your steps laid out by phase (booking → pre-trip → payments → post-trip)
• Timeline — the same steps as a vertical list grouped by phase
• Activity & health — a log of what has actually fired, what's queued, and any errors

Your Default Journey

Every workspace is seeded with a pre-built General Journey (plus a set of supplier-specific journeys), each containing steps built from your email templates. The General Journey ships active and is marked Default, so it auto-enrolls new trips right away. Before relying on it, review it:

1. Open the General Journey
2. Review the steps — make sure the email templates have the content you want
3. Click a step to preview and edit it (see Editing Email Content)
4. Toggle it to Inactive while you customize if you'd rather it not send yet, then switch it back to Active

Because the General Journey ships active and default, review and customize its email templates early — new trips will start receiving its automated emails as soon as they're enrolled.

What Each Step Action Does

Every step has a trigger (when it fires) and an action (what it does). There are a few action types, and they behave differently:

Send email

Sends the chosen email template at the trigger time. Who receives it is set by the template's recipient, not by who set up the automation:

• Recipient: Client → goes to the client on the trip only
• Recipient: Agent → goes to the assigned agent only (it is an internal heads-up; the client does not receive it)
• Recipient: Travel party → goes to every member of the client's household on the trip

A template only goes to the people listed as its recipients. An "Agent" email is never also sent to the client unless the template explicitly lists both.

Create task

Creates an in-app task on the trip, assigned to the trip's assigned agent, with a due date matching the step's trigger date. It shows up under Tasks (and on the trip). It is an internal to-do for you, the agent. It does not send an email and the client is not notified or involved in any way. There is no separate email reminder beyond your normal task and notification surfaces in the app.

Other actions

Some automations can also add a tag (useful for form-triggered client automations) or call a webhook to notify an outside system. These are advanced and optional.

Auto-Enrollment

Journeys can be assigned to trips automatically when trips are created. There are two types:

Default Journey

Mark a journey as Default and it will apply to all new trips. This is perfect for your General Journey — every trip gets booking confirmations, payment reminders, and follow-ups without any manual work.

Supplier-Specific Journeys

Create specialized journeys that auto-enroll trips involving a specific supplier category. Categories are per-supplier — for example Royal Caribbean, Carnival, Celebrity, Norwegian, Princess, MSC, Virgin Voyages, Disney Cruise Line, Walt Disney World, Disneyland, Universal Orlando, International, and Group. When a trip matches a supplier category, only the supplier-specific journey is enrolled — the default general journey is skipped to avoid duplicate emails.

Priority logic: Supplier-specific journeys always override the default. If a Disney Cruise Line trip is created and you have both a General Journey (default) and a Disney Cruise Line journey, only the Disney Cruise Line journey is enrolled.

Setting Up Auto-Enrollment

In a journey's enrollment rules ("who enters this automation"):

1. Mark the journey as Default to apply it to all new trips, or
2. Turn on Automatically enroll trips and (optionally) restrict it to trips involving one or more supplier categories
3. For finer targeting, open Advanced and use Also require tags so the journey only enrolls trips carrying a specific trip tag — useful for destination-specific flows (e.g. all-inclusive resorts) that don't have their own preset

The Enrollments tab on a journey shows which trips (or clients) currently match and are enrolled.

Enrollment also catches up existing trips

Auto-enrollment isn't limited to the moment a trip is created. A trip is also re-checked against your journeys' enrollment rules whenever you:

• Add a required trip tag to an existing trip, or
• Change a trip's supplier (its timeline template)

So if you set up a tag-based or supplier-specific journey after some trips already exist, just add the tag (or set the supplier) and those trips enroll automatically — no need to manually add the journey one by one.

This is safe to do at any time:

• Steps whose send date is still in the future queue normally.
• Steps whose date has already passed are not blasted out. They land in Needs attention so you can decide to Send now or Skip each one.
• Re-adding a tag never double-sends or duplicates steps, and removing a tag does not unenroll the trip — to stop a journey, unenroll it from the trip's Communications tab.

Generating a Journey from a Preset

Don't want to build a journey from scratch? When you click Add automation and pick a preset, JourneyFuse generates the journey by pulling in the email templates from your Email Library that match that preset's category. A few examples of what each preset assembles:

Preset	What It Includes
General Journey	Welcome emails, payment reminders, pre-trip prep, post-trip follow-ups
Disney Cruise Line	Castaway Club port-adventures window, online check-in, Palo/Remy reminders, Pirate Night prep, welcome home
Royal Caribbean	Cruise Planner deals, Set Sail Pass check-in, shore excursions, embarkation guide, welcome home
International Travel	Passport reminders, visa guidance, travel insurance, pre-departure checklist
Group Travel	Group coordination, rooming list collection, payment tracking, pre-trip meeting

The exact steps depend on which matching templates exist in your workspace. If you haven't created category-specific templates yet, a preset may generate fewer steps.

Disney Cruise Line: Castaway Club tier-aware timing

Disney Cruise journeys schedule key milestones around each guest's Castaway Club tier automatically — you don't pick a fixed "days before sail" for these. When a trip's Castaway Club level is set (it's auto-derived from the highest tier across the household), the booking-window steps shift to that guest's real window.

Tier-aware triggers (auto-shift by Castaway Club level — days before sail):

Trigger	What it schedules	First-Time	Silver	Gold	Platinum	Pearl
Port Adventures Window	Excursion booking opens	75	90	105	120	123
Palo / Remy Window	Adult dining opens (same window)	75	90	105	120	123
Online Check-In Opens	Port arrival time + youth clubs	30	33	35	38	40

Concierge staterooms get a wider Port Adventures booking window.

Fixed-window triggers (same for every tier):

Trigger	When it fires
Navigator App Setup	~150 days before sail
Pirate Night Prep	~14 days before sail

Both kinds are picked from the trigger dropdown when you add or edit a step in the journey builder, under the "Disney Cruise" groups. Leave the day offset at its default and the trigger handles the timing; set a small offset (e.g. -2) only to nudge the send a day or two earlier than the window.

Personalized Castaway copy

The Port Adventures, Palo / Remy, and Online Check-In emails speak to the guest's actual tier using merge fields, so each client sees their own window — not a generic table:

• {{castaway_tier}} — e.g. Gold
• {{port_adventures_window_days}} / {{port_adventures_window_date}} — the Port Adventures window in days, and the exact date it opens
• {{online_checkin_window_days}} / {{online_checkin_window_date}} — same, for online check-in

So the Port Adventures email reads: "As a Gold Castaway Club member, your Port Adventures booking window opens 105 days before you sail, which is …" Guests with no recorded tier fall back to First-Time (75 days for Port Adventures, 30 for check-in).

Managing Journeys

Creating a Journey

1. Go to Automations → Journeys tab
2. Click Add automation and pick a preset to start from, or choose Start from blank
3. Add steps — each step links to an email template and a trigger condition
4. Set auto-enrollment rules
5. Toggle Active when ready

Editing Email Content

Open a step and click Edit email to edit the template right inside the step modal. Edit the subject, body, and merge fields, then use the Back button to return to the step's trigger and action settings without leaving the automation.

Editing an email edits the shared template everywhere it's used. Templates are not copied per trip. When you click Edit email (here, on a trip, or in the Templates area), you are editing the one shared template, so the change applies to every trip and automation that uses it going forward. To change the wording for a single trip only, send a one-off email from that trip's Communications tab instead.

Reordering Steps

Hover over any step to reveal reorder arrows (↑/↓). Steps are ordered by trip lifecycle — booking events first, then payment-related, then pre-trip, then post-trip.

The Journey Builder

The journey builder shows steps in a clean row layout:

• Left column — When the step fires (e.g., "7 days before trip")
• Arrow → Template name and subject line
• Badge — Email or Task
• Hover actions — Reorder, edit step trigger, edit email content, delete

Email Library

The Email Library tab shows all your email templates organized by category. This is where you create and manage the individual emails that journeys reference.

Supplier List

At the top of the Email Library, you'll see a compact list of your supplier timeline templates — showing which suppliers are configured, their categories, active trip counts, and how many email templates match each one.

Template Groups

Below the supplier list, templates are grouped by category (General, Disney, Cruise, etc.) with expandable sections showing each template's trigger timing, name, subject, recipient, and active toggle.

Community Hub

Click Browse Community to discover email templates shared by other JourneyFuse advisors. Install community templates into your workspace with one click, then add them to your journeys.

Per-Trip Journey Management

Communications Tab

On each trip's Communications tab, you'll see a Journey Automations card showing:

• Which journeys the trip is enrolled in
• Current step progress (e.g., "Step 3 of 6")
• Status (Active, Paused, Completed)
• Link to view/edit the journey

Adding a Journey to a Trip

Click Add Journey on the Communications tab to manually enroll a trip in any active journey. This is useful for trips created before you set up auto-enrollment, or for adding a supplier-specific journey alongside the default.

Removing a Journey

Hover over an enrolled journey and click the trash icon to unenroll. This stops future automated emails for that journey but doesn't recall emails already sent.

Scheduled Emails on the Trip

The scheduled emails shown on a trip are the upcoming sends generated by that trip's automation email steps. Each one is a real, queued send with its own date. From there you can preview it, reschedule it, send it now, or cancel it for that trip without changing the underlying automation. Email steps appear here as scheduled emails. Create-task steps appear under Tasks instead, not as scheduled emails.

Cancellation Conditions

Some email templates have built-in cancellation logic. For example, Final Payment Due and Payment Reminder templates automatically cancel if the trip is paid in full before the trigger date. This prevents sending irrelevant reminders to clients who've already paid.

Merge Fields

Email templates use merge fields that are automatically filled when the email sends. Over 30 merge fields are available:

Category	Example Fields
Client	{{client_name}}, {{client_first_name}}, {{client_email}}
Trip	{{trip_name}}, {{destination}}, {{start_date}}, {{end_date}}, {{trip_duration}}
Payment	{{due_date}}, {{amount_due}}, {{total_cost}}, {{amount_paid}}
Booking	{{booking_supplier}}, {{booking_confirmation}}, {{booking_type}}
Agent	{{agent_name}}, {{agent_email}}, {{agent_phone}}
Links	{{portal_link}}, {{documents_list}}

When editing a template, click the Merge Fields button to browse and insert fields with one click.

Tips

• Start with the General Journey — it ships active and default, so review its templates first, then let it handle the basics for every trip. You can always add supplier-specific journeys later.
• Review templates before activating — click each step to preview the email content and customize it for your brand.
• Use supplier journeys for specialization — if you do a lot of Disney or cruise bookings, create category-specific journeys with tailored content (dining reservation reminders, embarkation checklists, etc.). For Disney Cruise Line, the port-adventures and Palo/Remy steps automatically time themselves to each client's Castaway Club booking window — see Disney Cruise Castaway Club Automations.
• Don't worry about duplicates — the auto-enrollment priority system ensures a trip only gets the most specific matching journey, never both general and supplier.
• Per-trip control — use the Communications tab to add or remove journeys for individual trips without changing your global settings.
• Last-minute bookings — if a trigger date has already passed when a trip is created, that step won't fire retroactively. Send those emails manually from the trip's Communications tab.