Playbooks are the engine cornerstone of journy.io. Every automated action being executed and every case being opened, comes from playbook activities (if not manually triggered).

Each Playbooks follows a certain execution path, with holds following elements:

  • Definition

  • Audience conditions

  • Entry conditions and actions

  • Goal conditions and actions

  • Exit actions

By setting correct parameter on each of these elements, a playbook can be set up in such a way, that following use cases can be supported:

  1. Playbooks as simple trigger action. The moment a trigger is set for a certain audience, do something. E.g. Write something on Slack when account gets bad health score.

  2. Playbooks as on-off switch. The moment a trigger is set for a certain audience, do something. The moment that same trigger is cleared, do something else. E.g. Add a case in journy.io inbox when PQL signal is set; remove the case when signal is cleared.

  3. Playbooks as goal-driven sequence. The moment a trigger is set for a certain user, do something and wait until either a goal, or a time-out for that goal, is reached. E.g. Add a contact to a Salesloft sequence, when PQL signal is triggered; wait for maximum 3 weeks to convert to another [Customer] Stage. If that happens within the 3 weeks, post win message on Slack; if not, add task to HubSpot to follow up manually by another team.

And we built playbooks in such a way, that journy.io users can optimise them against maximum goal conversion, within playbook groups of goal-alike playbooks...

Anatomy of a Playbook.

To set up a Playbook in journy.io, follow these steps:


You identify a playbook by its name, and indicates whether the playbook is active or not.

Other identification settings include:

  • Group: Group of goal-alike playbooks you want to put your playbook in. The result will be that you will get comparison graphs on entrance and goal conversions between the different playbooks of the group.

  • Accounts/Users can re-enter after x days: Indicates whether an account/user can re-enter the playbook, and if set, after how many days.

  • Allow existing accounts/users to enter playbook: Indicates whether the playbook is only active for new users, or for all users (if set).

Audience conditions

The audience conditions let you define for which users/accounts the playbook is for.

The audience conditions are only matched at entry. Once an account/user enters a playbook, they are not relevant anymore...

Entry conditions and actions

The entry conditions let you define the conditions when the playbook will start for given audience.

The main difference between audience and entry conditions is the way we handle entry conditions as triggers. You would want to define a playbook for everyone that is in trial stage (audience), and trigger some actions when MRR > €1000 and trigger another action when MRR <= €1000 whichever the stage at this point.

There's only one option here:

  • Exit when trigger conditions are no longer true: When the entrance conditions are not matched anymore, the account/user will jump to the exit section of the playbook, if option is set. Goal conditions and actions still apply: If goal conditions matches before trigger conditions are false, goal actions will be executed, not the exit actions anymore!

Goal conditions and actions

Some playbooks are measured against goal conversion. The goal conditions is where you tell journy.io what the goal of given playbook is. When goal conditions are defined, and matched, goal actions are being executed and the account/user leaves the playbook, without executing exit actions.

There's only one option here as well:

  • Exit when goal was not reached after x days: Set option if you want a time-out on goal conversion. If the account/user did not goal-convert after x days after entering the playbook, it will jump to the exit section and perform exit actions.

Exit actions

If certain exit condition options are set in the playbook, you will see this exit section with actions to perform. The exit section's header reveals the conditions in which the actions will be performed.

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