Monitoring & Testing

A journey’s Activity and Test tabs share the same run list and detail view — the difference is that Test only ever shows dry runs, and nothing from it is actually sent.

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Activity — live runs

At the top, six stats summarize the journey: Total runs, Active, Completion (rate), Avg time (to complete), Escalations, and Guardrail blocks (how many times a guardrail stopped the Journey Manager from acting). Below that, Live runs lists every run in progress or recently finished. Click one to expand it and see:

• Its status, current phase, and event count
• Stop this run — available on any open run (in progress, with a person, or handing back), not only an active one, so an escalated run isn’t left with no way to stop it
• Its full timeline (below)

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The run timeline

Each run’s history plots as a four-lane chart, oldest to newest: The raw chat transcript isn’t shown here — for that, open the conversation itself under Conversations.

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Test — before you go live

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Preflight

A read-only health check that confirms the journey is actually wired to run: agent bindings, AOP setup, completion rules, and whether the Journey Manager can be reached, each reported as Ready, Attention, or Blocked with a fix hint when something needs it. It starts collapsed and can be re-run at any time.

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Web testing ground

Test as yourself in the real agent windows. Click Start web test to arm the Web Tester identity for this journey — every chat or web call you make from that point flows into one dry-run test, with nothing actually sent and any call to you logged rather than dialed. It’s shared across your team, so a teammate’s browser test lands in the same run. Stop ends the run; Reset cancels the Web Tester’s active run and pending actions and closes its open chat sessions, with an option to also clear its remembered memory, so the next test starts clean.

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Test in chat

Opens a chat window where you play the customer against the journey’s chat agent, with the run’s live timeline streaming alongside it — so you can watch the Journey Manager react to what you type before anything goes live.

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Simulating events

On any test run, you can hand-trigger an event to see how the journey reacts: pick an event type, optionally add detail fields (or switch to Advanced and write the raw JSON payload yourself), and click Send. The Journey Manager’s reaction appears in the timeline right after.

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Test runs

Runs started from Test carry a Test badge and are listed separately from live runs. Test journey starts one instantly without needing the web testing ground.