Customer Journeys

Real customers rarely call once. They book, then call back to confirm, then call again to cancel or reschedule. A simulation that only models a single call misses the bug that only shows up on the second call — the one where the agent should already know who the customer is. Customer Journeys is a Bluejay simulation type that runs a fixed sequence of calls through a single Digital Human. Identity (name, phone, persona, traits) stays locked across every call in the sequence. The next call kicks off as the previous one completes, so you can stress-test how your agent handles repeat-customer state, hand-offs between flows, and follow-up logic.

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When to Reach for a Journey

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Anatomy of a Journey

A journey is two things:

1. An ordered list of steps. Each step has an Intent (what the customer is trying to do) and a Success criteria (what counts as the agent doing it right).
2. A journey count. How many Digital Humans run that sequence in parallel. 1 journey = 1 unique persona running every step. 10 journeys = 10 unique personas, each running the full sequence.

Total conversations = journey count × step count. A 3-step journey run by 10 personas places 30 calls.

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Configuring a Journey

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1. Pick the Customer Journeys Card

1. Go to Simulations → Create Simulation → pick your agent
2. Scroll the type grid and pick the Customer Journeys card (footprints icon)

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2. Define the Steps

In the left pane, click Add step for each call the persona will make. Each step takes a short Step title (e.g. Book appointment). Drag the handle to reorder, click the × to remove. The right pane animates a live preview of the journey — one step done, one on call, the rest queued — so you can sanity-check the order before kicking off. You’ll get a chance to add richer Intent and Success criteria per step on the persona review screen after generation.

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3. Set the Journey Count

The right side of the footer has a stepper. Pick how many Digital Humans should run the full sequence. Bluejay shows the math live:

10 × 3 steps = 30 conversations

Allowed range: 1–200 journeys per simulation.

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4. Review the Personas

Click Generate Digital Humans and Bluejay creates one persona per journey. Each persona renders as a Customer Journey card showing every step in order with the step number, Intent, and Success criteria stacked in a connected timeline. Hit the pencil to enter edit mode and:

• Tweak any step’s Intent and Success criteria inline
• Drag steps to reorder (the number circle is the drag handle)
• Add new steps with the + button
• Remove a step with the × (disabled when only one step remains)

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Running a Journey

Hit Run Simulation and Bluejay queues every conversation. Concurrency rules:

• All journeys run in parallel up to your simulation’s max concurrent conversations limit
• Within a single journey, calls run strictly sequentially — step 2 will not start until step 1 reaches a terminal state
• Identity is locked: the same name, phone, email, and persona context flow into every call in the journey

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Running the Simulation and Seeing Each Step

Hit Run Simulation and Bluejay queues every call. The Runs page collapses each persona’s calls into a single row — click the arrow to expand and watch every step play out in order. Each step is labelled with its intent (e.g. ↳ Step 1 · Say hi to Ronniel) so you can follow a persona through the whole journey at a glance. Steps run strictly in order. Step 2 stays in Initializing until Step 1 finishes — Bluejay never skips ahead, so you’ll see the journey unfold one call at a time.

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Next Steps