AI Journey Builder
Design complete customer journeys on WhatsApp and Messenger. Describe what you want in plain words and AI drafts it, or drag and drop the steps yourself. Connect your systems, let AI understand free-text replies, and hand over to your team when a person is needed.
A Journey That Thinks, Not Just a Script
A scripted bot follows fixed buttons and breaks when a customer types something unexpected. An agentic journey mixes the fixed steps you control with AI steps that understand what the customer wrote and choose the next path, with your team as the safety net.
| When the customer… | Scripted bot | AI journey |
|---|---|---|
| Types a question instead of tapping a button | Repeats the menu or gets stuck | AI works out what they want and sends them down the right path |
| Writes in Bahasa Malaysia or Chinese | Answers in the one language it was built in | Detects the language and continues in it |
| Asks where their order is | Tells them to call or email | Checks your order system and replies with the live status |
| Includes a phone number or email in a long message | Asks them to type it again | Pulls out the details and saves them for later steps |
| Is unhappy or has a complex issue | Keeps looping | Spots it and transfers them to an agent |
| Messages at 2am on a Sunday | Sends the same reply as during office hours | Branches by date and time, and tells them when your team is back |
Every Step Is a Component on One Canvas
Drag components onto the canvas and connect them. This example is a support journey that sorts incoming messages with AI.
AI · understandingAI · topic & sentimentLogic · conditional branchConnect · HTTP requestTeam · transfer to agentExample: detect the language, let AI sort the request, then either check your order system or pass the customer to a person.
Four Ways to Start a Journey
Each journey has one trigger that decides when it runs.
Runs when a customer sends you a message on WhatsApp or Messenger.
Runs in batches on a schedule for an audience group, for campaigns, reminders and follow-ups.
Your website, app or CRM starts the journey with an API call, for example after checkout.
Runs when another journey hands over to it, so you can reuse common steps.
Describe It, or Drag It
Switch between the two at any time on the same journey.
✨ AI mode
Describe what the journey should do in plain words. The AI asks follow-up questions over a few rounds, then builds it on the canvas.
- Whole journey: with nothing selected, AI drafts the complete journey
- One step: select a component and AI changes only that step
- Refine by chatting instead of hunting through settings
🧩 Manual mode
Drag components from the library onto the canvas, connect them with lines, and set each one up yourself.
- Add, move, copy and delete components
- Zoom in and out, and drag the canvas to move around
- Full control over every setting and branch
Start a new journey from AI, a template, a blank canvas, or by importing an existing journey.
The Building Blocks of Every Journey
Messaging
- Send WhatsApp message
- Text, media, interactive buttons and lists, products or approved templates, as a new message or a reply. Supports variables.
- Typing indicator
- Shows "typing…" while the journey prepares the next reply.
- Wait for reply
- Pauses until the customer answers, saves the answer for later steps, with an optional timeout path.
- Send Messenger message
- Text, media, quick replies or templates on Facebook Messenger.
AI & understanding
- AI conversation
- Holds a natural, multi-turn conversation with the customer.
- AI answer generation
- Writes answers and draws on knowledge you provide.
- Classify sentiment or topic
- Labels a message with your own categories, then branches by label.
- Detect language
- Identifies the language the customer wrote in and saves it.
- Extract details
- Pulls phone numbers and email addresses out of free text.
- Recognise phone number
- Finds the country and calling code of an international number.
Logic
- Conditional branch
- Routes by rules with AND/OR, comparing text, numbers, dates or patterns, using the message, customer name, phone number and your own variables.
- Date & time branch
- Routes by date, time range or day of the week, in your time zone.
- Random split
- Sends customers down paths by percentage, for A/B tests.
- Jump to step
- Goes back to any earlier step, with a limit on how many times.
- Set variable
- Creates or updates a value for later steps.
- Wait
- Pauses for a set time, then continues on its own.
Connect
- HTTP request
- Calls your system with GET or POST, for example to look up an order or save a lead, with a separate path if the call fails.
- Forward to journey
- Passes the customer to another journey, optionally with values, and can wait for it to finish.
Team & audience
- Transfer to agent
- Hands the conversation to a person, with your own "connected" and "all agents busy" messages and a reply timeout.
- Subscribe to audience group
- Adds the customer to a group for future scheduled journeys.
- Unsubscribe from audience group
- Removes the customer from a group, for example when they opt out.
Build Your First Journey
Once the AI Journey Builder is activated on your account, open it in your portal and follow these steps.
-
Create the journey
Click Create Journey, give it a clear name, and choose:
- Trigger: incoming message, scheduled audience, your system (API), or another journey
- Starting point: AI, a template, a blank canvas, or import
-
Draft the steps
In AI mode, describe the journey, for example "When someone asks about delivery, ask for their order number, look it up, and reply with the status. If they're upset, pass them to an agent." Answer the AI's follow-up questions. You can type up to 1,000 characters at a time, so for a long journey, describe the main path first and add detail afterwards.
In manual mode, drag components from the library onto the canvas instead.
-
Connect and configure each step
Link the steps with lines and fill in each component's settings. Give every Wait for reply a timeout path and every HTTP request a failure path, so no customer is left hanging. To change one step with AI, select it and describe the change.
-
Save
Click Save. Your work is also saved automatically every 5 minutes, and the operation records show every manual save and auto-save.
-
Publish
Click Publish. Before going live, the builder checks that:
- any journeys this one hands over to are already online
- journeys are nested no more than 5 levels deep
- there are no loops, where two journeys hand over to each other
- all required settings are filled in
The first publish creates version 1.0 and sets the journey Online. Each later publish creates the next version (2.0, 3.0…) and takes the previous version offline.
-
Manage and improve
From the journey list you can edit a journey, take it online or offline, or delete it (only offline journeys can be deleted). Open Historical versions to review past versions, or restore one as your working draft. Restoring an old version can't be undone, so save your current draft first.
Tips for Journeys That Work
AI Reply or AI Journey Builder
🤖 WhatsApp AI Reply
Best for answering questions
Answers customers 24/7 from your own knowledge base: products, prices, hours and policies. Set up in minutes with no building required.
Explore AI Reply🧭 AI Journey Builder
Best for running processes
Multi-step journeys that collect details, call your systems, branch on answers, run scheduled campaigns and route to the right person.
Read the GuideMany businesses use both: AI Reply for everyday questions, journeys for bookings, look-ups and campaigns.
What You Can Automate
Order look-up
Customer sends an order number, an HTTP request checks your system, and the journey replies with the live status.
Booking & scheduling
Guide customers through their choices, check availability in your booking system, and confirm.
Lead qualification
Ask a few questions, save the answers to your CRM, and send hot leads straight to sales.
Multilingual triage
Detect the language, sort the request with AI, and route to the right team.
After-hours handling
Branch by time of day to tell customers when your team is back, and collect their details.
Scheduled campaigns
Run reminders and follow-ups for an audience group on a schedule, starting with an approved template.
Registration & verification
Collect details, verify them against your system, and confirm, all inside the chat.
A/B message tests
Split customers between two versions of a message and see which performs better.
Reusable building blocks
Build common steps once, such as "verify customer", and hand over to them from any journey.