Before You Start
- An agent for call steps. Calls go out from your normal outbound setup, and the agent receives the contact’s and record’s fields.
- A phone number that can text, for text steps. Each contact always hears from the same number, so replies stay in one thread.
- A way in: a custom data table, a segment, the API, or contacts you add by hand.
Create a Journey
Choose New journey on the Journeys page. Describe the journey in your own words and Simple AI drafts it, or start from a blank journey. The editor saves your draft as you go. Nothing reaches contacts until you publish. The editor has four tabs: Stages, Contact rules, Enrollment and Test.Stages and Steps
- Mode. Playbook runs your steps as written. Guided lets AI pick the next allowed step for each contact.
- Stages. One per phase. Give a later stage conditions that move a contact into it, such as “the contact replied matching reschedule”. A stage without conditions is only reached when someone moves a contact there.
- Steps. Each step is a call or a text with:
- Timing: when the contact enters the stage, a number of days after entering at a time of day, a number of hours before or after the anchor at a time of day, after the previous step, or at a fixed date.
- Attempts: how many tries, how far apart, and an optional immediate redial after an unanswered first call.
- Only if: conditions that must be true, such as “the last call was not answered”.
- For calls: the agent, and an optional voicemail for each attempt.
- For texts: the message, with fields such as
{{contact.name}}and{{subject.appointment_number}}.
Contact Rules
Each journey has its own contact rules. The defaults:
The limits count calls and texts from all of your journeys of the same kind, transactional or marketing. A contact called twice today by another journey has one call left in this one.
The Consent and delivery panel on this tab holds:
- the journey’s message category, transactional or marketing;
- the numbers it texts from;
- the post-call workflow;
- optional pacing, which limits how many calls and texts the whole journey sends in a period.
Enrollment
- Goal. Set what counts as success in the “Goal · stop outreach when any is true” panel, such as
status equals Confirmed, or a call outcome. - Custom data table. Choose the table, the column that names the contact, and the conditions a record must meet. Contacts enroll as records are written. When a record changes, the journey follows: a new anchor date reschedules the steps, and a change that meets the goal ends the enrollment.
- Anchor. If steps are timed from a date, choose the date column and confirm one sample value. The sample shows how the value reads as a local time. You confirm it once before publishing.
- Segment. Everyone in the segment enrolls, and new members follow within a few minutes.
- API. The tab shows a ready-to-copy request. See Enroll contacts from your systems.
Publish
Publish turns your draft into a new live version. The publish dialog lists what changed.- Contacts already in the journey move to the new version. A contact in a stage you removed goes to the first stage. To leave them on the version they started with, turn on Keep active contacts on the current version.
- A new journey starts running when you first publish it.
Work Contacts on the Board
The board shows your contacts in stage columns, plus Goal met and Ended without the goal. Each card shows what is next and when, or why the contact is waiting.- Drag a card to another stage. Dropping it on Goal met marks the goal met.
- Filter with Needs you, Callbacks pending and You’re handling, by owner, or by searching.
- Add contacts adds up to 5,000 contacts at once into a stage you choose. Anyone who can’t be added is listed with the reason.
- Assign the contact to a teammate. The journey stops contacting them until someone chooses Hand back to the journey.
- Snooze them until a time, move them to another stage, or end their journey.
- Schedule a callback.
- Text them yourself from the journey’s number. Calling hours, opt-outs and limits still apply.
- Correct their time zone if it was guessed wrong.
Pause, Resume, and Archive
- Pause stops all calls and texts and keeps every contact where they are. No one new enrolls while a journey is paused.
- Resume picks up where the journey left off.
- Archive ends the journey for every active contact. It can’t be undone, so you are asked to confirm first.
Analytics
The Analytics tab shows:- the headline numbers;
- the funnel from enrolled to reached to goal met;
- calls and texts by day;
- answer rate by attempt;
- why calls and texts were held back;
- contacts in each stage;
- recent activity.