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Journeys let you design a multi-step outreach flow once and run it against any group of recipients. A journey is a visual flow — calls, texts, delays, and branching logic — that you build on a canvas and then execute against an imported list of contacts.

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Journeys vs. Runs

A journey is a reusable template: the flow you design on the canvas, plus the list of data fields each recipient needs. A run is a single execution of that journey against a specific list of recipients. One journey can have many runs — a morning wave, an afternoon wave, a retry batch, a new market — each with its own recipients, start time, and status. Everything you configure in the canvas is shared across runs. Everything that’s specific to “who are we contacting and when” lives on the run.

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Inside a Journey

Each journey has three tabs:
TabWhat It’s For
OverviewLive metrics across the journey — calls placed, answer rate, average talk time
WorkflowThe visual canvas where you build and edit the flow
RunsThe list of runs for this journey, plus the recipients and status for the selected run
You move between these tabs while the journey is running. The canvas always reflects the current saved version of the flow; the Runs tab always reflects live execution.

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What You Can Do

  • Design a flow on a drag-and-drop canvas using calls, texts, delays, and branches
  • Define the data each recipient needs (customer name, account id, plan, etc.) as typed journey data fields
  • Import a CSV of recipients and map each column to a journey data field
  • Run the journey now, schedule it for later, or prepare it as a draft and launch when ready
  • Branch on call outcomes (answered, voicemail, no answer), on recipient state, or on your own journey data
  • Pause, resume, or cancel a run at any time
  • Review the recipients in a run, see which node each one is on, and inspect what’s happened so far
  • Export the results as a CSV when you’re ready to report on them

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How a Recipient Moves Through a Journey

Each recipient starts at the Start node and moves forward through the flow one step at a time.
  • When they hit an action (a call or an SMS), the action is dispatched and the recipient waits for the result.
  • When they hit a delay, they’re parked until the wait completes.
  • When they hit a branch, the conditions are evaluated and the recipient is routed down the matching path.
  • When there’s no next step, the recipient is finished.
Different recipients in the same run can be at different places in the flow at the same time. That’s normal — the flow is the map, each recipient follows their own path.

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Getting Started

The typical first build looks like this:
  1. Create a journey and give it a name.
  2. Open the Workflow tab and drop a Call node after the Start node. Configure it with a phone number and an agent.
  3. (Optional) Add a Time Delay and a second Call node for a follow-up attempt.
  4. Save the workflow.
  5. Open the Runs tab and create a new draft run.
  6. Import a CSV of recipients into the draft.
  7. Start the run now, or schedule it for later.
Each of these pieces has its own page:
  • Building a Journey — designing the flow on the canvas
  • Start Blocks — how journeys get kicked off
  • Node Types — reference for every node you can drop onto the canvas
  • Journey Data — defining per-recipient fields and using them in your flow
  • Runs — creating, scheduling, and monitoring runs