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Journeys reach each contact over days or weeks with calls and texts, moving them through stages until a goal is met. An appointment confirmation journey might call the day before, text if nobody answers, call again the morning of, and stop as soon as the appointment is confirmed. You set the steps and the rules. For each contact, Journeys works out which call or text can go next, and when, from their time zone, how often they’ve been contacted, and whether they’ve opted out.

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Key Concepts

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How a Contact Moves Through a Journey

  1. Enter. A record is written to a custom data table, a contact joins a segment, your system enrolls them through the API, or someone adds them from the dashboard.
  2. Plan. Journeys works out the next call or text that is allowed, and when.
  3. Reach out. When it is due, every rule is checked again, and then the call is placed or the text is sent.
  4. Listen. An answered or missed call, a reply, or a change to the record leads to a fresh plan.
  5. Move on or finish. The contact moves to a later stage when its conditions hold. The journey ends for them when the goal is met, they opt out, the limits are used, or nothing is left to send.
See how journeys decide when to call and text for the rules in detail.

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An Example

An appointment confirmation journey:
  • Way in: each new row in an appointments table, timed from its appointment_time.
  • Goal: the row’s status is Confirmed.
  • Confirm stage:
    1. A call the day before at 10 AM, with two attempts.
    2. A text two hours later if the call was not answered.
    3. A call the morning of the appointment.
  • Reschedule stage: entered when the customer replies asking to reschedule, with a call from a rescheduling agent.
A customer who answers the first call and confirms is done before the text goes out. A customer who replies “can we reschedule” moves to the Reschedule stage and gets that call instead.

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Playbook and Guided Modes

In both modes the timing rules, calling hours and limits are the same. Guided mode only chooses among the calls and texts that are already allowed.

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Next Steps

Last modified on October 19, 2026