Automation Overview

Journeys are automated workflows that send emails, trigger actions, and notify your team based on events happening in your business. Instead of manually following up with every client, you define a sequence of steps once and let ServiceCortex handle the rest.

How journeys work

A journey consists of three parts:

1. Trigger -- the event that starts the journey (for example, a job is completed or an invoice is sent).
2. Steps -- the sequence of actions the journey performs, such as sending an email, waiting a set number of days, or checking a condition.
3. Exit conditions -- optional rules that pull a client out of the journey early (for example, when an invoice is paid, stop sending payment reminders).

When a trigger event occurs, ServiceCortex automatically enrolls the relevant client into the journey and begins executing steps in order. Each enrollment tracks the client's progress through the workflow independently.

Common use cases

Journeys are designed for repeatable communication workflows. Here are the most common scenarios:

Appointment reminders

Automatically remind clients about upcoming appointments. A typical setup sends a reminder email 24 hours before and again 1 hour before the scheduled time. If the appointment is cancelled, the journey exits early.

Invoice payment follow-ups

Send a series of escalating reminders for unpaid invoices. Start with a friendly note on the due date, follow up at 3 days overdue, then 7 days, and finally 14 days. The journey exits automatically when the invoice is paid.

Proposal follow-ups

Follow up on proposals that have not been accepted. Send a check-in email at 3 days, a second touch at 7 days, and a final reminder at 14 days. The journey exits when the proposal is accepted.

Payment schedule reminders

Trigger automated reminders when a payment schedule is created, activated, or when an installment becomes overdue. This keeps clients informed about their upcoming payments and helps you reduce late payments.

New lead onboarding

Welcome new clients automatically when they are added to your system. A new lead journey might send an introductory email, wait a few days, then follow up to check if they have any questions about your services.

Journey statuses

A journey itself has a status that controls whether it is actively processing enrollments:

You must publish a journey to move it from Draft to Active. A journey requires at least one email step before it can be published.

Enrollment lifecycle

Each client entering a journey creates an enrollment record. Enrollments track where the client is in the workflow:

Journeys support re-enrollment, which means a client who previously completed or exited a journey can be enrolled again when the trigger fires. This is useful for recurring scenarios like appointment reminders where the same client may book multiple times.

Pre-built templates

ServiceCortex includes ready-made journey templates that you can activate with a single click:

• Appointment Reminder -- sends reminders 24 hours and 1 hour before a scheduled appointment.
• Invoice Payment Reminder -- sends escalating reminders on the due date and at 3, 7, and 14 days overdue.
• Proposal Follow-up -- follows up at 3, 7, and 14 days after a proposal is sent.

Each template comes pre-configured with triggers, exit conditions, and email content that you can customize after creation.

Analytics

Each journey tracks performance metrics so you can measure the effectiveness of your automations. From the journey detail view, you can see enrollment counts broken down by status (active, completed, exited) and monitor how clients progress through the workflow over time.

What's Next

• Create your first journey -- build a multi-step workflow from scratch or start from a template.
• Triggers and actions reference -- see every trigger event and step type available.