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

# Customer Journeys

> Test how your agent treats returning customers.

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

[https://www.youtube.com/embed/MywLdzH9J3g](https://www.youtube.com/embed/MywLdzH9J3g)

## Set it up

**1. Select the card**

[Create a simulation](/test/simulations/create.md#create-a-simulation) and select the **Customer Journeys** card.

![Customer Journeys card in the Create Simulation type picker](https://mintcdn.com/bluejay/EeUk0hD_moG9tWmI/images/create-simulation-card-customer-journeys.png?fit=max\&auto=format\&n=EeUk0hD_moG9tWmI\&q=85\&s=7cfc1d3ad5d21133a10641fba6a7785b)

**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 right](https://mintcdn.com/bluejay/eKcFBkjZX47pI8Ss/images/journey-config-panel.png?fit=max\&auto=format\&n=eKcFBkjZX47pI8Ss\&q=85\&s=b96e3bb31732f74311a2299eb2c4d88a)

**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.

## Results

![Journey rows grouped on the run page](https://mintcdn.com/bluejay/eKcFBkjZX47pI8Ss/images/journey-runs-grouped.png?fit=max\&auto=format\&n=eKcFBkjZX47pI8Ss\&q=85\&s=76f0ed2909005fb54f6fee9f7f6d13a9)

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

## 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](/test/simulations/digital-humans.md#personalities).

## Related

* [Error codes](/test/simulations/reference.md#error-codes)
* [Simulation API](/api-reference/endpoint/create-simulation.md)


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