> ## Documentation Index
> Fetch the complete documentation index at: https://docs.osvi.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Triggers & Enrollment

> How a customer enters a journey, how a run pauses with a human and resumes, and how it ends

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.

## 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.

## 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:

| Mode | What it does |
| - | - |
| **Creates / updates the contact profile** | Deterministic, no AI — enriches the contact's profile only |
| **Sends the customer a message** | Wakes the Journey Manager to open the conversation |
| **Places a call to the customer** | Wakes the Journey Manager to place the outbound call |

`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.

## While a run is open

| Status | What it means |
| - | - |
| **In progress** | The Journey Manager is actively working the run |
| **Person handling it** | A human took over (escalation) — the automation has stood down |
| **Handing back** | The run is on its way back from a human to the Journey Manager |
| **Completed** | The run finished — a goal was met, an external event closed it, or the Journey Manager decided the customer was done |
| **Cancelled** | The run was stopped manually |
| **Timed out** | The run expired without resolving |

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](/platform/journeys-runs)).

## 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.