Customer Journeys
What Is a Customer Journey?
Section titled “What Is a Customer Journey?”A Customer Journey is the ordered path FSRevs observed as a customer moved through Review Flows, Custom Forms, Simple Pages, Smart Links, and My Links.
You do not build a Journey as one rigid object. Instead, you configure possible Connections throughout FSRevs. Each customer’s actual choices and engagement determine the Journey recorded on their Review Records and Form Responses.
| Connections | Observed Journey |
|---|---|
| Possible routes configured between resources | Only the steps the customer actually entered |
| Can include several branches | Preserves the branch the customer chose |
| Viewed from Flow, Form, Page, Smart Link, and My Link records | Viewed from Review Records and Form Responses |
| Can change for future visitors | Preserves what happened for existing results |
Ways to Connect Customer Experiences
Section titled “Ways to Connect Customer Experiences”Completion and After Submission
Section titled “Completion and After Submission”A Review Flow’s Completion and a Custom Form’s After Submission setting can open:
- A Simple Page
- A Smart Link
- A My Link
- A simple on-page completion message when no destination is selected
See Followup Destinations for configuration details.
Links Inside Customer Content
Section titled “Links Inside Customer Content”Review Flow introductions, Simple Page Content Blocks, and Custom Form WYSIWYG Content can link selected text to a managed Customer destination:
- Review Flow
- Custom Form
- Simple Page
- Smart Link
- My Link
These links let a customer choose a branch before reaching a completion screen. See Customer destinations in the Rich Editor.
Simple Page Link Lists
Section titled “Simple Page Link Lists”A Link List presents several managed destinations as buttons. It works well for a page where customers choose their own next step, such as:
- Complete a detailed feedback Form
- Read a resource on another Simple Page
- Start a Review Flow
- Open a My Link
Each choice remains a configured Connection, while the observed Journey records only the button the customer used.
Smart Links
Section titled “Smart Links”A Smart Link can route customers to one or more active destinations. A managed Smart Link connection can use:
- Its Base link behavior
- An active Saved configuration
- Custom Context for location, employee, or sender
When a Smart Link has several active destinations, a new interaction uses its normal round-robin selection. Once a Review Flow or Custom Form opens, that in-progress result stays associated with the destination it originally opened even if rotation later changes.
See Smart Link options in the Rich Editor and the full Smart Links guide.
Customer, Location, and Attribution Context
Section titled “Customer, Location, and Attribution Context”An active Journey can carry forward a known customer and location so later steps remain connected and do not ask for information unnecessarily.
- Customer continuity — Later Review Records and Form Responses can remain associated with the Journey’s established customer.
- Location continuity — A later global Flow or Form can reuse a compatible location already established by the Journey.
- Explicit context — A Smart Link Saved configuration or Custom Context can intentionally provide a location, employee, or sender.
- Conflict protection — A record belonging to another customer is never merged into the Journey.
If inherited context becomes unavailable or conflicts with the next destination, FSRevs uses the destination’s safe entry behavior instead of joining incompatible customer records.
Reminders, Resuming, and Different Devices
Section titled “Reminders, Resuming, and Different Devices”A trusted reminder or resume link belongs to a specific Review Record or Form Response. Opening it on another phone or computer can continue that record’s existing Journey even when the new device has no previous Journey context.
This means a customer can begin a Review Flow on a computer and later continue the same record from a reminder on their phone. Both devices contribute to the same record-owned observed Journey.
A fresh public Smart Link or unrelated public URL behaves differently. It does not infer or merge a Journey merely because the visitor enters matching customer details.
Browser-specific managed transitions also do not transfer their customer or Journey context when copied into an unrelated browser. The selected destination can still open as a safe fresh entry when available.
Automated previews and security scanners do not count as a customer resume or meaningful Journey engagement.
My Link Exits
Section titled “My Link Exits”A My Link records a structured exit when the customer opens it from an existing Journey. The timeline labels this as a My Link exit and can show which review, social, booking, or other managed business link the customer selected.
Opening or sharing the same My Link independently remains ordinary link analytics. An independent My Link visit does not create a Journey by itself.
Viewing an Observed Journey
Section titled “Viewing an Observed Journey”Review Records
Section titled “Review Records”Go to Collected Data > Flow Activity. Records with Journey history show a Journey action, and the Review Record detail page displays the observed timeline.
Form Responses
Section titled “Form Responses”Go to Collected Data > Form Responses. Responses with Journey history show a Journey action, and the response detail page displays the observed timeline.
Customer Records
Section titled “Customer Records”Open Customers and view the customer’s Review Records or Form Responses. Records with Journey history provide the same Journey action from those customer activity tables.
The Customer record does not maintain a second duplicate timeline. Its result records provide the visible connection to each observed Journey.
What the Timeline Shows
Section titled “What the Timeline Shows”Depending on the recorded path, the timeline can show:
- Ordered step number
- Resource type and name
- When each step was entered and completed
- The current Review Record or Form Response
- Links to other result records in the Journey
- The Smart Link and Saved configuration used
- Location, employee, or sender context
- Active or ended status
Legitimate later visits can add another observed step. Retries and accidental double-clicks are handled without turning one interaction into duplicate history.
Viewing Possible Connections
Section titled “Viewing Possible Connections”Open the view page for a Review Flow, Custom Form, Simple Page, Smart Link, or My Link and choose Connections.
The Connections explorer provides:
- A list of configured incoming and outgoing paths
- Search across connected resources
- Recent observed traversal counts
- A one-hop map for immediate incoming and outgoing Connections
- Bounded Load more behavior for larger connected sets
Configured paths remain possibilities. A recent traversal count summarizes observed customer behavior; it does not mean every customer used that Connection.
Users only see resources they are authorized to view. Connections to hidden resources and direct links to unauthorized records are omitted.
Changing or Removing a Connected Resource
Section titled “Changing or Removing a Connected Resource”FSRevs can block disabling or deleting a resource that is still referenced by another Journey Connection.
- Open Connections and identify the authored sources.
- Update or remove the destination from each source.
- Save the sources.
- Retry the lifecycle action.
If FSRevs cannot verify the reference information, it fails safely instead of assuming the resource is unused. An administrator may need to repair the Journey reference index before the action can continue. Runtime customer routing continues to use the saved resource configuration.
Example Journeys
Section titled “Example Journeys”Review and Survey
Section titled “Review and Survey”- A customer completes a Review Flow.
- Completion opens a satisfaction Form.
- After submission, the Form opens a thank-you Page.
Customer-Selected Branch
Section titled “Customer-Selected Branch”- A Review Flow completes on a Simple Page.
- A Link List offers a referral Form and a My Link.
- The observed Journey records only the option the customer selects.
Rich Content Branch
Section titled “Rich Content Branch”- A Form displays WYSIWYG Content with a linked support resource.
- The customer selects the managed Customer destination.
- The Journey continues to the selected Page or Flow.
Round-Robin Entry
Section titled “Round-Robin Entry”- A customer opens a Smart Link with several active destinations.
- Round-robin routing selects an eligible Review Flow or Form.
- The in-progress result remains associated with that selected destination.
Testing a Journey
Section titled “Testing a Journey”- Test every meaningful branch instead of testing only the shortest path.
- Test completion destinations, Rich Editor Customer destinations, and Link Lists.
- Test the Base Smart Link and each important Saved configuration or Custom Context.
- Confirm that round-robin destinations remain consistent after a Flow or Form opens.
- Open a record-specific reminder on another device or private browser.
- Open a fresh public Smart Link separately and confirm that it behaves as a new entry.
- Avoid loops where two resources repeatedly send customers back to each other.
- End each path with something useful: confirmation, a resource, an offer, or a clear next action.