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Automations
Journey Builder
Design multi-step automated conversation flows with our visual builder.
Overview
The Journey Builder lets you create automated conversation flows that trigger based on customer actions or events.
Building a journey
- Navigate to Journeys > New Journey
- Choose a trigger: message received, tag added, purchase made, etc.
- Add steps: send message, wait, condition check, assign to agent
- Connect steps by dragging between nodes
- Test with a preview number before going live
Available nodes
- Send Message: Deliver a template or free-form message
- Wait: Pause for a specified duration
- Condition: Branch based on customer attributes or responses
- Tag: Add or remove tags from a contact
- Assign: Route to a specific agent or team
- Webhook: Call an external API
Testing
Always test your journeys before activating them. Use the built-in simulator to walk through each path and verify the logic.
