Journeys and tests

Write how the AI should handle a request that takes more than one answer, and test that it still does.

Journeys are on Growth and Scale. An admin writes them on the Journeys page.

What a journey is

A journey is a set of steps in your own words, for something a single answer can't finish: cancelling a subscription, or working out why an import failed. The chat sees each live journey's name and when it applies. When a visitor's request fits, it follows the steps over as many messages as it takes, and the conversation keeps its place.

A journey can tell the AI what to ask, what to say and when to hand off to a person. What it states counts as your documentation, so an answer from it doesn't need an article.

It can't give the AI new powers:

The chat's rules still hold: no promises beyond what you wrote, no other links or addresses, and it hands off when unsure.
It can use your own APIs only for signed-in customers.
It can suggest an account action, but a person approves it.

The AI reads a journey's steps to follow them, so a visitor who asks may get them repeated back. Don't put anything in one that a customer shouldn't see.

Write one

On the Journeys page, under Add one, give it a name.
Say when it applies, in a sentence.
Write the steps in plain words. For example:

1. Ask why they want to cancel.
2. If it is the price, tell them about the Starter plan at $29 a month.
3. If they still want to cancel, hand off to a person.

A new journey is a draft, so it can't reach a customer. Test it, then press Make it live. A change to a live journey is live at once, so press Back to draft first if you want to test it. Restore the last version undoes your last change. You can have 20.

Tests

A test is a scenario and what success looks like. When you run your tests, the AI plays that customer against your chat, up to 4 messages, then judges the conversation and says why it passed or failed.

Run them after you change your docs, your guidance or a journey, so a problem shows up before a customer finds it. Tick Include draft journeys to try a journey before it goes live.

Nothing reaches a customer or your team, and nothing is stored as a chat.
Your own APIs aren't called, because a test has no signed-in customer.
You can have 25 tests, and 5 runs a day.
A run can use up to half of what is left of today's AI budget, and stops if it would use more.

On the Answers page, Make this a test turns a real question into a test. That test quotes the visitor, so it's deleted with the chats after 90 days.

Still stuck? Write to hello@getswaru.com.