Journey Phases
This article outlines how admins can configure journey phases to reflect real-time journey progression across accounts.
Overview
Journey Phases help you visualize where customers are in their lifecycle. By mapping your Journey Phase field from your CRM or Gainsight CS into Staircase AI, the Lifecycle Timeline in Staircase to reflect real-time journey progression across accounts.
These steps must be completed by a Staircase AI Admin.
Configure Journey Phases
To configure journey phases:
- Login to Staircase.ai.
- From the left navigation pane, click the Settings icon.
- Navigate to Configurations > Fields > Account fields.
- Click the three-dots vertical menu next to Journey field and select Sync from provider. The Sync from provider dialog box appears.
- Select your CRM or Gainsight CS field to map into Staircase AI from the Provider dropdown list.
- Select a Provider field.
Note: Gainsight does not support multi-select picklist fields. Use a single-select picklist field instead.
- Click Update. The sync is established.
To view the journey phases of your account, navigate to the Accounts page. Then open an account to see its current Journey Phase displayed on the Lifecycle Timeline.
(Optional) Remove Out-of-the-Box Labels
After mapping your own Journey Phase field from your CRM, you can optionally remove the default (out-of-the-box) Staircase labels such as, Acquisition, Onboarding, Adoption, and Renewal, if they are no longer in use.
To remove them:
- Navigate to Settings > Configurations > Journey phases.
- Delete any default labels not currently assigned to accounts. Once your CRM field is synced, the mapped values appear automatically in this section.
Only delete out-of-the-box labels if they are not associated with any active accounts in Staircase AI.