> ## Documentation Index > Fetch the complete documentation index at: https://docs.journey.club/llms.txt > Use this file to discover all available pages before exploring further. # Customer Communications > Build automated, event-driven email and SMS workflows with intelligent dunning and multi-channel delivery ## What are Communications? **Communications** in Journey are event-driven messages automatically sent to customers at key moments in their journey. Journey's system supports multi-channel delivery (email, SMS), dynamic template rendering, and intelligent dunning sequences, all managed through a simple event-based API. **Key Innovation:** Journey's communication system automatically enriches messages with contextual data (customer, order, subscription) and supports separate messaging for gift recipients, making complex notification flows simple to implement. ## The Event-Driven Model Journey's communications work through a trigger-based system: Moments in the customer journey (payment succeeds, delivery scheduled, payment fails) Define what gets sent using Django template syntax with access to customer and order data Email (Postmark) and SMS (Twilio/Nova) handle actual message delivery Complete history of every communication with provider responses ### Communication Flow ```mermaid theme={null} graph LR A[Business Event] -->|Triggers| B[Event Handler] B -->|Loads| C[Message Templates] C -->|Renders with| D[Customer Data] D -->|Sends via| E[Email/SMS Provider] E -->|Logs| F[Message Log] ``` ## Built-in Events Journey includes pre-configured events for common scenarios: | Event | Trigger Point | Channel | Purpose | | --------------------------------- | ---------------------- | --------- | ------------------------- | | `subscription_payment_authorized` | Payment succeeds | Email | Welcome new subscribers | | `oneoff_payment_authorized` | One-time purchase | Email | Order confirmation | | `delivery_complete` | Driver marks delivered | Email/SMS | Delivery confirmation | | `driver_starts_route` | Driver begins route | SMS | Pre-delivery notification | | `inform_future_event` | Scheduled (cron) | Email/SMS | Delivery reminders | | `past_due_first_time` | First payment failure | Email | Friendly dunning notice | | `still_on_error_every_fourth` | Every 4 retry attempts | Email | Urgent payment reminder | | `subscription_expired` | Max retries reached | Email | Cancellation notice | | `invoice_sent_automatically` | Payment settles | Email | PDF invoice delivery | Events can be triggered programmatically via the `event_handler()` function or run automatically on a schedule via cron jobs. ## Message Templates ### Template Structure Messages define the content sent when an event triggers: ```typescript theme={null} { id: string; event_id: string; provider: 'email' | 'sms'; subject?: string; // Email only content: string; // HTML (email) or plain text (SMS) content_text: string; // Plain text version (email) receiver: 'customer' | 'customer_receiver'; } ``` ### Template Variables Templates have access to contextual data using Django template syntax: ```django theme={null} {{ customer_object.full_name }} {{ customer_object.email }} {{ customer_object.phone_number }} {{ customer_object.address }} {{ customer_object.postal_code }} {{ customer_object.city }} ``` ```django theme={null} {{ order_object.id }} {{ product_variation_object.name }} {{ delivery_object.delivery_date|date:"F j, Y" }} {{ delivery_option_object.name }} ``` ```django theme={null} {{ subscription_object.id }} {{ subscription_object.subscription_status }} ``` ```django theme={null} {{ merchant_object.name }} {{ merchant_object.from_email }} {{ merchant_object.reply_to_email }} ``` ```django theme={null} {{ login_code }} // 6-digit auth code {{ magic_url }} // One-click login link {{ delivery_window_start }} // Estimated time window {{ delivery_window_end }} {{ greeting_card_text }} // Gift message ``` ### Example: Order Confirmation Email ```django theme={null} Subject: Your {{ product_variation_object.name }} is on the way! Hi {{ customer_object.full_name }}, Great news! Your order #{{ order_object.id }} is confirmed and will be delivered on {{ delivery_object.delivery_date|date:"l, F j" }}. Delivery address: {{ customer_receiver_object.address }} {{ customer_receiver_object.postal_code }} {{ customer_receiver_object.city }} Track your order: https://{{ merchant_object.name }}.getjourney.io/orders/{{ order_object.id }} Questions? Reply to this email or contact {{ merchant_object.reply_to_email }}. Best, The {{ merchant_object.name }} Team ``` ### Example: Delivery Reminder SMS ```django theme={null} Hi {{ customer_object.full_name }}! Your {{ merchant_object.name }} delivery arrives {{ delivery_object.delivery_date|date:"M j" }}. Track: {{ merchant_object.name }}.getjourney.io/me ``` **SMS Best Practices:** Keep messages under 160 characters, include merchant name, add tracking link if relevant, and use concise language. ## Dunning (Payment Failures) Journey includes intelligent dunning that automatically manages payment failure communications. ### Dunning Flow ```mermaid theme={null} graph TD A[Day 1: Payment Fails] -->|Friendly reminder| B[Days 2-19: Payment Retries] B -->|Every 4th attempt| C[Day 4, 8, 12, 16: Urgent Reminders] C --> D[Day 20: Final Notice] D --> E[Day 21: Subscription Cancelled] B -.->|Payment succeeds| F[Back to Active] C -.->|Customer updates card| F ``` ### Dunning Events **Trigger:** First payment failure (Day 1) **Tone:** Friendly and informative **Message:** ``` Subject: Quick heads up about your subscription We tried to process your payment but it didn't go through. No worries - this happens sometimes! We'll automatically retry tomorrow. If your card needs updating, you can do that here: [link] ``` **Trigger:** Every 4th retry attempt (Days 4, 8, 12, 16) **Tone:** More urgent with each iteration **Message (Day 8):** ``` Subject: Action needed: Payment still pending We've tried several times to process your subscription payment. Please update your payment method to avoid service interruption: [link] Questions? Reply to this email. ``` **Trigger:** Max retries reached (Day 20) **Tone:** Final warning, clear consequences **Message:** ``` Subject: Final notice: Subscription will be cancelled After 20 attempts, we haven't been able to process your payment. Your subscription will be cancelled in 24 hours unless you update your payment details: [link] We'd love to keep you as a customer! ``` **Trigger:** Subscription cancelled (Day 21) **Tone:** Professional, offer to reactivate **Message:** ``` Subject: Subscription cancelled Your subscription has been cancelled due to payment failure. To reactivate, simply update your payment method and restart your subscription: [link] We hope to see you again soon! ``` ### Dunning Configuration Configure per merchant: ```json theme={null} { "dunning_settling_attempts": 20, // Max retries "failed_payment_cancelled_days": 20 // Days until cancel } ``` Customers can update payment methods during the dunning period. The next retry automatically uses the new card, recovering the subscription. See the [Delivery & Fulfillment](/subscriptions/delivery-fulfillment) page for more details on how dunning is managed end-to-end. ## Gift Orders When customers send gifts, Journey can notify both the buyer and recipient separately. ### How It Works ```mermaid theme={null} graph LR A[Gift Order Created] --> B{Receiver Type} B -->|customer| C[Buyer Notification] B -->|customer_receiver| D[Recipient Notification] C --> E[Email: Order Confirmed] D --> F[Email/SMS: You Received a Gift!] ``` ### Receiver Types Specify who receives each message: * **Receiver: customer** - The person who placed the order * **Reveiver: customer\_receiver** - The delivery recipient ### Example: Gift Notifications ```django theme={null} Subject: Your gift order is confirmed Hi {{ customer_object.full_name }}, Your gift order for {{ customer_receiver_object.full_name }} is confirmed! Delivery date: {{ delivery_object.delivery_date|date:"F j, Y" }} Delivery to: {{ customer_receiver_object.address }} We'll notify them on the delivery day. ``` ```django theme={null} Subject: You received a gift! Hi {{ customer_receiver_object.full_name }}, Someone special sent you a gift! {{ product_variation_object.name }} will be delivered on {{ delivery_object.delivery_date|date:"F j, Y" }}. {% if greeting_card_text %} Message from sender: "{{ greeting_card_text }}" {% endif %} Enjoy! ``` When `customer_receiver_object` equals `customer_object` (self-gift), Journey automatically sends only one message to avoid duplicate notifications. ## Invoice Delivery Customers can choose to receive automatic PDF invoices via email after each payment settles. ### How It Works **Enabling Automatic Invoices:** * Customers go to their **My Pages** settings * Check the option to "Send me invoices automatically" * After each payment processes, they receive an email with the invoice PDF attached **Accessing Invoice History:** * All previous invoices are available in the **Order History** section of My Pages * Customers can view, download, and print invoices anytime without needing to search their email This gives customers flexibility: they can choose email delivery for immediate access, or access all invoices later through their account history on My Pages. ## Message Logs Every email and SMS sent to customers is logged so you can track delivery and troubleshoot issues. ### What Gets Logged For each message sent, the system records: * **Recipient** - Customer email or phone number * **Content** - What was sent * **Status** - Whether it was successfully delivered or failed * **Timestamp** - When it was sent * **Reason for message** - Which event triggered it (e.g., payment received, delivery arriving tomorrow) ### Viewing Delivery Status You can check whether a message was successfully delivered or if there was an issue: * **Sent** - Message delivered to the provider (email/SMS carrier) * **Failed** - Message couldn't be delivered (e.g., invalid email address, carrier rejected SMS) If a message fails, you can investigate why and take action—like requesting an updated email address from the customer or checking if their phone number is correct. Message logs help you ensure customers are receiving important notifications about their orders, payments, and deliveries. Use them to troubleshoot communication issues and improve delivery rates. ## White-Label Support Journey's communication system supports complete white-labeling for each merchant. ### Your Brand, Your Communications Each merchant can customize their communications completely: * **Send from your email address** - Customers see your brand, not Journey's * **Use your support email** - Replies go directly to your support team * **Choose your email provider** - Use your preferred email service provider (e.g., Postmark, SendGrid) * **Choose your SMS provider** - Use your preferred SMS provider (e.g., Twilio, Plivo) * **Private message logs** - All communications are kept separate and private to your account ### Example **Store A** sends emails from `hello@storea.com` and uses their own email service. **Store B** sends emails from `hi@storeb.com` and uses a different email service. Both operate independently in Journey—each managing their own communications, templates, and customer data without any overlap. White-label communications mean your customers see only your brand in every message they receive. They never know Journey is powering the platform behind the scenes. ## Common Use Cases ### Passwordless Authentication When a customer logs into My Pages, they receive an SMS or email with a one-time code. They enter the code to verify their identity—no password needed. **Example Message:** ``` Your Fresh Market login code: 847293 This code expires in 10 minutes. Don't share it with anyone. ``` ### Subscription Welcome Email After a customer's first payment processes successfully, they receive a welcome email with their subscription details, next delivery date, and how to manage their account on My Pages. **Example Message:** ``` Subject: Welcome to Your Fresh Market Subscription! Hi Sarah, Your subscription is active! Here's what to expect: 📦 First Delivery: Thursday, December 12 at 6-8 PM Items: Organic Milk, Farmer's Eggs, Fresh Bread Manage your subscription anytime: https://yoursite.getjourney.io/me You can change frequencies, swap products, or pause anytime. Questions? Reply to this email or check our FAQ. Thanks for subscribing! The Fresh Market Team ``` ### Delivery Tracking Updates As a delivery gets closer, customers receive notifications with their delivery window. If the driver is nearby, they get a final update. **Example Messages:** ``` Your Fresh Market delivery arrives tomorrow, Dec 12, between 6-8 PM You can change your delivery before midnight on My PAges: https://yoursite.getjourney.io/me ``` Later that day: ``` Your package has been delivered! See your order on https://yoursite.getjourney.io/me ``` ### Payment Failure Recovery If a payment fails, the customer automatically receives a message asking them to update their payment method on My Pages. This helps recover the failed subscription without losing the customer. **Example Message:** ``` Your Fresh Market payment didn't go through. Your subscription is on hold. Update your payment method: https://yoursite.getjourney.io/me Once updated, your next delivery will proceed normally. Questions? Contact us: support@freshmarket.com ``` ## Related Concepts Understand subscription lifecycle and automated billing that triggers communications Learn about payment retry logic and dunning communication sequences Monitor business performance with built-in reports Understand payment processing and billing cycles