How does the 'Reachability check' element work in Customer Journeys?

The Reachability check element (older material may call it "Reachable by Push") tests a user against a list of channels you choose and sends them down the branch for the first channel they are reachable on. Users who are not reachable on any listed channel go down the All others branch.

Channels it can check: Push Notifications, Email, SMS, WhatsApp, LINE, In-Apps and Wallet Pass. Under Add a channel, click each channel you want to check and put them in priority order with the Move up and Move down arrows. For Push Notifications, In-Apps and Wallet Pass you can also limit the check to specific platforms.

Which devices to check: a user can have several devices. Under Which devices to check, choose All devices of the user or Only the device that entered the journey.

Things to keep in mind:

• The channels are checked in the order you set, and the user follows only the first channel they are reachable on.
• Each channel becomes its own branch on the canvas, so connect the next step to every branch, including All others.
• Use All others to fall back to another channel or a different path instead of dropping the user.

For the full setup, see Reachability check.