You do not script a dialog tree. You write an initiative, a brief with an objective and the questions worth asking, and the agent navigates the conversation itself. Around it, a visual journey builder decides who gets reached and when: triggers, sends, delays, branches, and exits. One layer for the talk, one layer for the path.
Initiatives carry the intent. Journeys carry the orchestration. Together they replace the flowchart with something that bends instead of breaking.
An objective, the guiding questions worth covering, and natural-language conditions for when to flag a conversation. The agent reads the brief and navigates the dialog on its own. No flowcharts, no if-X-then-Y scripts.
A node canvas for the path around the conversation: triggers from a segment, a CDP event, or a manual start, send an approved message, run a conversation block, delay, branch on a decision, dispatch an event, or exit.
A single agent carries the whole conversation and prioritizes the objectives in the brief. It does not forget what was said three messages ago, and it weighs what matters most right now.
Frequency caps keep a customer from being enrolled into too much at once, so automation never turns into a barrage. You decide the path and the limits; the agent decides the words.
Initiative: Win back paused subscribers
Understand why subscribers paused and bring back the ones we can.
Write what a good outcome looks like, the objective, the questions worth asking, and the conditions that should flag a conversation for a person. The agent takes it from there, navigating the actual dialog in the customer language, adapting to whatever they say. You train a worker, not maintain a script.
Journeys are a node canvas for the path around the conversation. A trigger starts it, from a segment, a CDP event, or a manual kickoff. From there: send an approved message, run a conversation block, wait, branch, dispatch, or exit. You own the orchestration; the agent owns the dialog.
Right. You write an initiative, an objective with guiding questions and natural-language flag conditions, and the agent navigates the dialog itself. The visual builder, Journeys, is for the path around the conversation, the triggers, sends, delays, and branches, not for the words the agent says.
A customer entering a segment in the data platform, a CDP event, or a manual start. From there the journey can send an approved message, run a conversation block, wait, branch on a decision, dispatch an event, or exit.
It carries full thread history and prioritizes the objectives in the brief, and it improves from your team feedback over time. You are training and operating a worker, not configuring software that stays exactly as you left it.
Yes. Enrollment frequency caps keep a customer from being pulled into too much at once. You set the path and the limits in the journey; the agent handles the conversation inside it.
Book a 15-minute walkthrough and we will write an initiative and wire the journey around it on a real case.