> ## Documentation Index
> Fetch the complete documentation index at: https://hilos-40.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Create and Implement your Customer Journey

To create user activation and reactivation campaigns on WhatsApp, it's important to map the stages of the Customer Journey and identify the touchpoints where a WhatsApp message can work for your customer.

## Create Your Customer Journey

<Steps>
  <Step title="Define the Customer Profile (Buyer Persona)">
    Create detailed profiles of your ideal customers based on demographics,
    behaviors, needs, and goals.
  </Step>

  <Step title="Identify the Stages of the Customer Journey">
    Generally, the stages include:

    1. Awareness: The customer realizes they have a need or problem.
    2. Consideration: The customer evaluates different options to solve their problem.
    3. Decision: The customer selects a product or service to buy.
    4. Purchase: The customer makes the purchase.
    5. Post-purchase: The customer uses the product/service and evaluates satisfaction.
    6. Loyalty: The customer becomes a repeat buyer and brand advocate.
  </Step>
</Steps>

## Touchpoints

Identify all the interaction points the customer has with your brand at each stage (website, social media, physical stores, customer service, etc.).

## Recurring Mass Messages

When we have recurring mass messages, for example, mass messages that need to be sent every month, we can create a flow that does it automatically based on a trigger.

You can read more about how to use flows [by clicking here.](https://hilos.io/docs/user/using-hilos/flows/what-are-flows)