Follow up on every reply.
Draw the path once. Each customer walks it, and what they tap or type decides the next message.
Start
Audience: Webinar attendees
Message
webinar_replay_v2
Book a demo
Alert
Tell the sales team
Handoff
Customer wants a demo
Send pricing
Message
pricing_by_team_size
Wait
Wait 2 days
No reply, 2 days
Message
still_interested_nudge
End
End journey
Journey vs drip
Drips go quiet after the first reply.
A drip sequence sends Day 0, Day 3 and Day 7 on a timer, then goes quiet the moment someone answers. That fits a welcome series. It leaves a gap for everything that happens after the answer, such as a customer who asks for pricing and then never hears from you again.
Drip sequence
- Day 0: Welcome
- Day 3: Success story
- Day 7: Offer
- Customer replies. Sequence stops.
Journey
- Welcome with two buttons
- “Pricing” gets the price list, then a check-in after 2 days
- “Talk to someone” alerts your team and hands off the chat
- Silence for 2 days gets a nudge.
Pick what starts it.
Every journey begins with one trigger.
Audience
Enroll a list you already have.
Pick an audience from customer attributes or import a CSV. Each person enters the journey and moves at their own pace.
Webinar attendees or lapsed buyers
Incoming message
Start when a customer messages you.
Start on any message, or only when it contains or exactly matches text you set, like “demo” or “catalogue”. Case matching is optional.
Click-to-WhatsApp ads and QR codes
Profile event
Start when their profile changes.
Enroll a customer the moment an event lands on their profile, such as a cart left behind or an invoice paid.
Viewed a product or paid an invoice
Reply branching
Let the customer pick the path.
Add quick-reply buttons to a message and each button gets its own road. A customer who taps “Pricing” and one who taps “Talk to someone” never see each other's follow-ups.
Every button is a branch
Draw a line from the button to the next step on the canvas.
Typed replies have a fallback
When someone writes something other than a button, the fallback path catches it.
Silence has a path too
Set a timeout of minutes, hours or days. No reply by then, and the journey sends your nudge.
What the customer sees
Hi Anita, thanks for joining the webinar. What would help most right now?
Where each answer goes
Rohan Gupta has not replied in 2 days. Sending the check-in.
Message
invoice_reminder
On failure
Retry
3 retries, 30 minutes apart
Alert
Email accounts team
Invoice reminders: 62 delivered, 2 failed
Both failures retried 3 times, now with your team
When it breaks
A failed message gets a second try.
Numbers go offline and windows close. Draw an error path from any message so a failure retries on your schedule, then reaches a person when retries run out.
Retries with a limit
Pick how many times and how far apart. It never retries forever.
Alerts by email or push
Send an alert from any step, with the conversation attached.
Failures arrive in one daily email
Failures are grouped into a daily summary, so a bad hour stays a single line.
Results
See who is stuck at step three.
The live canvas shows how many people sit at each step. Click a step or a branch and the names appear: who was reached, who read it, who is waiting, who failed.
Counts on every step
Reached, sent, delivered, read, waiting, completed and escalated.
Completed people become an audience
Everyone who finished can seed your next campaign.
Re-entry keeps runs apart
A customer who goes through twice shows up as two runs.
Rohan Gupta
Pricing sent, 1 day ago
Kavya Nair
Pricing sent, 6 hours ago
{
"format": "querygen.journey",
"version": 1,
"name": "Webinar follow-up",
"channel": "waba",
"graph": {
"trigger": { "type": "audience" },
"nodes": [
{ "id": "start", "type": "start", "next": "replay" },
{ "id": "replay", "type": "message",
"templateName": "webinar_replay_v2",
"next": "choice" },
{ "id": "choice", "type": "reply",
"options": [
{ "label": "Book a demo", "next": "handoff" },
{ "label": "Send pricing", "next": "pricing" }
],
"timeout": { "duration": 2, "unit": "days",
"next": "nudge" } },
...
]
}
}Journey as Code
Write the journey in one sentence.
Type what you want in plain words: “After the webinar, offer a demo or pricing, nudge after two days, hand off hot replies.” Querygen drafts the canvas from your approved templates and profile data.
Drafts open unsaved
No audience gets copied and nothing sends until you activate it.
Move journeys between accounts
Download a journey as JSON and import it into another account as a new draft. Recipients and credentials stay behind.
Build any journey from six steps.
Add them on the canvas and connect the lines.
Message
Send a template, text, media or poll. Quick-reply buttons turn into branches.
Wait
Pause for minutes, hours or days before the next step.
Human handoff
Move the chat to your team with a reason attached.
Send alert
Tell your team by email or push when a customer reaches this step.
Retry message
Try a failed message again, a set number of times, at an interval you pick.
End journey
Finish the run. Completed people can become an audience for your next campaign.
Journeys teams run first.
Site visit follow-up
A buyer messages from your ad and gets the brochure with a "Book a visit" button. Taps reach your sales team, and anyone silent for a day gets a reminder.
Abandoned cart recovery
A cart event starts the journey and sends a reminder 3 hours later. Customers who reply "help" reach a person.
Invoice reminders
Remind on the due date and retry any message that fails. If the number stays unreachable, your accounts team gets an alert.
Post-purchase check-in
Ask how the order went with two buttons. A happy tap gets a review link, and an unhappy one goes straight to support.
FAQ
WhatsApp journey questions, answered.
What is a WhatsApp journey?
A journey is a map of messages that a customer walks through. It starts when someone joins an audience, sends a message, or triggers a profile event. At each step the customer's reply decides what happens next: another message, a wait, a handoff to your team, or the end.
How is a journey different from a drip sequence?
A drip sequence sends fixed messages on a timer and stops when the customer replies. A journey keeps going after a reply. Quick-reply buttons become branches, so a customer who taps "Pricing" gets a different path from one who taps "Book a demo", and a customer who stays silent gets a nudge after the wait you set.
What starts a journey?
Three things can start one. An audience you choose enrolls everyone in it. An incoming message starts it, either any message or one that contains or equals the text you set. A profile event, such as a customer viewing a product or paying an invoice, enrolls that customer when the event happens.
Which channels do journeys work on?
Each journey uses one channel and one connected account: WhatsApp Business API, WhatsApp, or Instagram. On a WhatsApp Business API number, the first message to an audience uses an approved template, and a message sent more than 24 hours after the customer's last reply needs one too.
What happens when a message fails to send?
You can draw an error path from any message step. Add a retry step to try again a set number of times at the interval you choose, then route to an alert or a human if it still fails. Failures are also grouped into a daily email so nobody has to watch a dashboard.
Can the same customer go through a journey twice?
Yes. A customer can re-enter a journey, and each run is reported separately, so a second pass never mixes into the numbers from the first.
Can AI build the journey for me?
Yes. Describe the journey in plain words, pick a channel and account, and Querygen drafts it from the account's approved templates and profile data. The draft opens unsaved. It has no audience and sends nothing until you review and activate it.
Can I move a journey between accounts?
Yes. Journeys export as a JSON file (Journey as Code) and import as a new draft. The file holds the steps and rules only. Accounts, recipients, credentials, status and results stay behind.
What do journeys cost?
Journeys are included in the Querygen plan ($99 or ₹9,900 + GST per month with 9,900 credits). On a WhatsApp Business API number, each journey message sent uses 0.1 credits, and Meta bills its delivery fees separately.
Your first journey fitson one screen.
Start with one trigger and one message with two buttons.
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Related: WhatsApp campaigns · answer customers automatically · track WhatsApp leads · WhatsApp Business API setup