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A journey doesn’t need customers to be enrolled by hand. It opens a run — one per customer — the moment something it’s watching for happens, and that run stays open until it’s resolved.

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How a run starts

A run can begin in any of these ways:
  • A chat with a bound agent starts — the Journey Manager sees the opening message and checks it against the journey’s AOPs
  • A chat resumes after going quiet — the customer comes back to the thread after a follow-up or a voice detour
  • A call outcome comes back — a bound voice agent’s call is picked up, not picked up, fails, or its post-call summary becomes available
  • A connected app sends an event — where connected apps are available, an inbound event can wake the journey for that contact, not just complete or cancel it
  • A standing watch fires — a conversation that’s gone quiet for the configured number of minutes, with no trigger needed
  • The journey’s own API entry point receives a request — see below
Only one run is ever open per (journey, customer) pair — if a run is already open when the same customer trips another trigger, that same run keeps going rather than a second one starting.

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The API entry point

Every journey can have a public URL an outside system — a CRM, an order pipeline, a Zapier step — can call to start or wake it for a contact. Create it from the journey’s Overview tab, under API entry point:
  • Endpoint — a URL to POST to
  • Secret — a bearer credential, shown masked until you reveal it; your account’s own API token works as an alternative credential, and either one authorizes a request. Rotate it if it leaks — the old one keeps working for about 30 seconds while the new one propagates
  • Accepting requests / Paused — a switch to pause the endpoint without deleting it
  • Remove — deletes the endpoint permanently; a new one later gets a different URL and secret
What an arrival actually does is part of the journey itself, authored in the builder: contact.phone is required on every request; any other field under data is saved to the contact’s profile, and fields the journey has declared as memory are additionally remembered by name for the run. To change what an arrival does, use Refine with AI and describe the behavior you want.

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While a run is open

A run that’s been handed to a human is still open — its scheduled outreach isn’t automatically cancelled just because a person has it, which is why it can still be stopped manually from the Activity tab (see Monitoring & Testing).

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Pausing the journey vs. stopping a run

  • Pausing a journey (from its own page) stops the Journey Manager from creating new runs or advancing existing ones — the attached agents keep working normally the whole time.
  • Stopping a run (from the Activity tab) ends that one customer’s run only; every other run on the journey is unaffected.
  • Deleting a journey cancels every open run on it immediately — customers partway through get no further outreach, and any scheduled calls or follow-ups for them are dropped.