Overview

A journey ties one or more of your agents — chat, voice, or both — together under a Journey Manager: an AI orchestrator that watches for triggers, decides what to do next, and moves the customer across agents when the situation calls for it. The agents keep handling their own conversations exactly as they do today; attaching one to a journey only lets the Journey Manager act on it as well. What the Journey Manager follows is a library of AOPs (Agent Operating Procedures) — plain-English rules of the form “when this happens, do these steps” — plus a set of guardrails and a definition of what “done” looks like. You describe all of this in your own words; an AI builder drafts the AOPs, wires up the agents, and sets everything else up for you.

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What a journey coordinates

Every journey is built from the same pieces: The Journey Manager can take up to six kinds of action, each of which can be turned off per journey: Send a message, Place a call, Steer live chat, Escalate to a human, Remember a fact, and Complete journey. A journey can be scoped to Chat, Voice, or Chat + voice — a chat-only journey never places calls, whatever an AOP asks for.

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Building a journey

Journeys are built the same way Conductor builds agents: describe the use case in plain language and an AI builder drafts it while you watch, with a live preview and a chance to review anything before it’s applied. See Building a Journey for the full workflow, the AOP format, and every setting the builder can configure.

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Getting customers into a journey

A journey doesn’t need you to enroll anyone by hand. A run starts automatically the moment a bound agent’s conversation matches one of the journey’s triggers — a chat starting, a chat going quiet and then resuming, a call outcome coming back — and it can also be started or woken from outside Osvi through the journey’s own API entry point. See Triggers & Enrollment for every way a run can start, pause with a human, or end.

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Watching and testing a journey

Open any journey to see three tabs:

• Overview — the AOPs, agents, actions, guardrails, and completion rules, plus the journey’s API entry point
• Activity — live run stats and the list of runs currently in progress, each with a full timeline
• Test — a pre-launch health check, a “Web testing ground” to try the journey as yourself, and a sandbox to simulate events against a test run

See Monitoring & Testing for what each tab shows and how to stop a run in progress.

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Controlling a journey

From a journey’s page (outside of editing):

• Go live — for a journey saved as a draft, starts letting the Journey Manager handle real customers
• Pause / Resume — pausing stops the Journey Manager from creating or advancing runs; the attached agents keep working on their own the whole time
• Refine with AI — reopens the same conversational builder, seeded with this journey, to make changes; saving writes back to the journey in place
• Delete — removes the journey and everything the Journey Manager has recorded for it (AOPs, actions, run history). Any active runs stop immediately, and customers partway through get no further outreach — scheduled calls and follow-ups are dropped. The agents it coordinates are not deleted and keep running on their own. This can’t be undone, so pause a journey instead if you only need it stopped for now.