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Use this type when one conversation depends on an earlier one, for example a customer who books an appointment and later reschedules it.

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Set it up

1

Select the card

Create a simulation and select the Customer Journeys card.Customer Journeys card in the Create Simulation type pickerCustomer Journeys card in the Create Simulation type picker
2

Add the steps

Add one step per conversation, in the order the customer has them. Give each step an intent, such as “Book appointment” and then “Reschedule”. Each journey is one Digital Human that runs every step in order as the same customer.Customer Journeys configuration: steps on the left, preview on the rightCustomer Journeys configuration: steps on the left, preview on the right
3

Check each step's direction

For an agent on a phone line, a new call step starts in the agent’s own direction. So an outbound agent’s steps start as Outbound. Switch a step to Inbound when the customer calls in.

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Results

Journey rows grouped on the run page Journey rows grouped on the run page If a step ends with one of these statuses, Bluejay cancels the later steps of that journey with the code STEP_SKIPPED:
  • No Connection
  • No Answer
  • Call Dropped
  • Out of Funds
  • System Error

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Limits

  • An SMS step needs an agent that can send text messages.
  • An Outbound SMS step cannot come directly after another SMS step.
  • A journey does not run once for each Personality.
Last modified on October 21, 2026