Journey Templates let you standardise the operational process of a shipment or project. By pre-defining journeys, milestones, and tasks, your team can ensure consistency, save time, and reduce errors.

Benefits

1. Internal Task Tracking: Use checklists to ensure tasks are on track for each job.

2. Cross-Team Collaboration and Productivity Tracking: View tasks and milestones across teams to foster alignment and support, especially during absences. Additionally, track individual productivity to identify strengths, address bottlenecks, and ensure optimal performance across team members. 

3. Customer Engagement: Publish milestones to the customer portal, enabling better self-service and improved customer service.

Customer Portal with Published Milestones

Key Concepts

• Journey – the full process flow (e.g., Shipment journey from origin to delivery).

• Milestone – major checkpoints in the journey (e.g., Customs Clearance Completed).

• Task – specific actions to complete a milestone (e.g., Upload Bill of Lading, Confirm Cargo Readiness).

Creating a Journey Template

• Go to Automation & Templates → Journey Templates.

Journey Template on Sidebar

• Click + New Template.

Journey Templates List

• Then select Journey.

New Journey Template

• Enter a Template Name and details (description, applicable shipment type, etc.).

New Journey Template - Enter Template Name & Details

• Add Milestones specifying details like deadlines and dependencies.

New Journey Template - Add Milestone

• Under the milestone, you can add subtasks tied to it, and these subtasks can include priority, deadlines and assigned team members

New Journey Template - Add Sub-task

• Under the milestone, you can also create a task by specifying the task title, description, priority, deadlines and assigned team members

New Journey Template - Create a Task Under Milestione

• Under the same Journey Template, additional Journey, Milestone or Task can be created 

New Journey Template - Option to Add Journey/Milestone/Task

• Once your whole journey has been mapped out. Click save.

New Journey Template - Save

Applying a Journey Template

• Open a Job (Shipment).

• Go to the Task List panel.

• Select Apply Journey Template → choose from saved templates.

• The template will populate the job with milestones and tasks.

• Adjust or add tasks manually if needed.

Apply Journey Template to the Job

How Journey Templates Apply to Jobs

Automated Application

When predefined triggers (e.g., shipment status update or job creation) are met, the system automatically applies the journey template to the job’s task list.

Dynamic Updates

Tasks and milestones auto-update based on trigger conditions, with the option to manually adjust as needed.

Documentation owner: Fr8Labs Customer Success. Formatting reviewed: 21 September 2026; product behaviour not reverified in this formatting pass.