Journey Builder
The Journey Builder is a visual node editor where you define how your agent's conversations flow. Open it from the Journey tab inside any agent.
How journeys work
A journey is a graph of connected nodes. Conversation starts at the Greeting node and flows based on user input and conditions. Each agent has one active journey at a time.
Node types
Conversation nodes
| Node | What it does |
|---|---|
| Greeting | The first message when a conversation starts |
| Message | Agent sends a fixed text message |
| Quick Reply | Agent presents clickable option buttons |
| Question | Agent asks something and waits for a response |
AI nodes
| Node | What it does |
|---|---|
| AI Response | LLM generates a contextual reply using the knowledge base |
| AI Categorizer | Classifies the user's message into defined categories and routes accordingly |
| Intent | Detects what the user is trying to do from free text |
Data and logic nodes
| Node | What it does |
|---|---|
| Data Collector | Captures structured info — name, email, phone, etc. |
| Set Variable | Stores a value to use later in the conversation |
| Condition | Branches the flow based on a variable value |
| API Call | Calls an external endpoint and uses the response |
Output nodes
| Node | What it does |
|---|---|
| Product Card | Displays a product from your Product Catalog with a CTA button |
| Media | Shows an image or video |
| Handoff | Transfers the conversation to a human agent |
AI-Generated Quick Replies
When AI Quick Replies is enabled in your agent's Settings, any AI Response node that doesn't have a subsequent Quick Reply node will automatically show AI-generated suggestion buttons after its response.
In the journey canvas, these nodes display a "✨ AI suggestions" indicator.
Priority order:
- If a Quick Reply node follows → those buttons are shown
- If no Quick Reply node and AI Quick Replies is on → AI generates contextual suggestions
- If no Quick Reply node and AI Quick Replies is off → no buttons shown
To always show specific buttons at a particular point in your journey, add a Quick Reply node. To let the AI decide what's relevant, leave it out.
Connecting nodes
Drag from the output handle of one node to the input of another. AI Categorizer and Condition nodes have multiple outputs — one per branch.
Testing
Use the Playground tab to walk through your journey as a user. Changes take effect immediately in Playground without publishing.