Define your first journey
Start with one useful outcome.
Write down who calls, what they need and what should happen next. Keep the first scope narrow.
A good first call
starts before the phone rings.
Six practical steps to plan, connect and review your first customer journey.
Prepare your knowledge
Give the agent a reliable starting point.
Gather current service information, opening hours, FAQs and escalation contacts. Remove outdated or conflicting answers.
Connect authorised services
Connect only what the journey needs.
Phone providers and calendars require their own credentials and permissions. Do not put secrets in a workspace request.
Test difficult moments
Test beyond the happy path.
Try interruptions, unclear requests, unavailable times and questions outside the agent’s role.
Review before launch
Start with a controlled scope.
Check routing, consent, working hours, workspace access and human fallback before accepting live traffic.
Improve with feedback
Keep knowledge and workflows current.
Review conversations and update the experience when your business changes.
A FOCUSED PLACE TO START
Build your workspace ↗