You can build a push-first flow with an in-app fallback using the Reachability check flow-control element in Customer Journey.
Recommended Journey flow
Entry element — start the Journey with a trigger-based, audience-based or API-based entry.
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Add a "Reachability check" element from the Flow section of the left panel, double-click it, and under Add a channel add Push Notifications. Pick the platforms to check (by default, all platforms).
- Each channel you add becomes its own branch on the canvas, and users who aren't reachable on any listed channel go down the All others branch.
- For Push, a user is reachable when a device is registered on a matching platform and its Push Alerts Enabled tag is
true. - Push branch → add a Push element to send the notification.
- All others branch → add an In-app element as the fallback.
Finish each branch with an "Exit" element so users leave the Journey cleanly.
Example Journey structure
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Entry element
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Reachability check: Push
- Push → Push element → Exit
- All others → In-app element → Exit
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Reachability check: Push
Notes
- There is no separate "Filter" element in Customer Journey. If you need to branch on segments or tag values, use the Condition split element.
- Under Which devices to check, choose whether the check looks at All devices of the user or Only the device that entered the journey.
- Reachability check does not verify push-token validity or the OS-level notification permission; for push it relies on the Push Alerts Enabled tag. A user who has no device at all in the application doesn't go down any branch: they drop out of the Journey with the Device not found reason.
- You can add several channels to one Reachability check in priority order (for example Push, then Email, then SMS) to cover more channels; the user follows the first channel they are reachable on.
See Reachability check and Device not found in the documentation.
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