A leading beauty brand lost what they didn’t know they had — an opportunity.
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Customers swatched lipsticks in-store, browsed skincare online, and opened promotional emails…but none of these moments connected.
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There was no seamless journey. No sense of recognition — just isolated touchpoints.
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The brand invested in journey orchestration, connecting in-store, app, and web behavior into one continuous relationship. The results? A massive uptick in engagement and conversions.
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If you’ve been thinking about how to improve your customer engagement, you’re in the right place. Let’s dive into some exciting updates in Journeys that make it easier than ever to create seamless, impactful experiences.
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1. View Multiple User Entries in Journey History
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Users can now re-enter journeys multiple times!
When you search for a user, you’ll now see a full history of their entries, ordered by latest first — making it easier to analyze customer behavior across versions.
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2. LINE and Viber Channels Now Available
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Reach your customers on their favorite messaging apps.
Journeys now supports LINE and Viber channels for even wider and more personalized communication.
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3. Multiple Gateway Integrations for WhatsApp and Zalo
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Switching gateway vendors is now easier than ever!
Optimize messaging costs by integrating with multiple providers for WhatsApp and Zalo channels.
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4. Support for Special Characters on WhatsApp
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No more broken messages.
WhatsApp creatives now fully support special characters, ensuring your messages look perfect on every device.
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5. Editing Messages in a Live Journey
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Update your journeys without disrupting your customers.
Move users to the latest version of a journey in real-time — no more waiting for old versions to end.
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6. Launching WhatsApp Carousel Component
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Add multiple images and videos to your WhatsApp campaigns!
Great for brands looking to send interactive product offers and richer storytelling experiences.
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7. Reachability Calculations Now Across All Channels
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We now calculate reachability individually for each channel — including Viber, WhatsApp, RCS, and more — for more accurate targeting.
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Journey-driven engagement is no longer optional.
It’s the key to building loyal, lasting relationships that drive real business growth.
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The question isn’t whether you should orchestrate journeys — it’s how fast you can start.
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Reply to this email, and our Customer Success team will help you get there, one seamless journey at a time. 🌟
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Strap in, we’re going places!
Team Capillary
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