Create a journey template

This walks through building a journey template from scratch — start trigger, milestones, end conditions, and timeout.

Before you start

• A user role with the Manage automation permission
• A clear sense of the flow you want to measure — what kicks it off, what counts as progress, what counts as done
• For a returns example, you might have: starts when tagged returns, milestone when RMA is issued, ends when conversation is marked done

Step 1 — Open the editor

1. Open Settings → Journey Tracker.
2. Click New journey (or open an existing template to edit).

The editor is a single dialog with four sections: name + enabled toggle, start trigger, milestones, end conditions, and timeout.

Step 2 — Name and enable

Give the template a name that describes the flow (Returns journey, New customer onboarding, Refund request). Optionally add a description for future you and your teammates.

Leave Enabled on if you want this template to start picking up new conversations as soon as you save. Turn it off if you want to draft and review without tracking anything yet.

Step 3 — Set the start trigger

Pick the event that opens a journey:

1. Under Start trigger, choose an event type from the dropdown — for example, Conversation Tagged.
2. Optionally click Add condition to narrow it. Each condition is field + operator + value:
   Field: channel, status, tags, agent, team, or one of the metadata fields
   Operator: equals, not equals, contains, starts with, ends with, greater than, less than, in (comma-separated)
   Value: free text

For the returns example, you’d add a condition tags equals returns.

Multiple conditions on a single trigger are combined as AND — all must match for the trigger to fire.

Step 4 — Add milestones (optional)

Milestones are ordered checkpoints between start and end. To add one:

1. Click Add milestone.
2. Give it a name (RMA issued, Refund processed).
3. Pick the event that marks it reached. Use the same event-type and conditions pattern as the start trigger.
4. Drag the milestone with the handle to reorder.

You can add as many milestones as the flow needs. Templates with zero milestones are valid — Atender will still measure total time start-to-end.

Step 5 — Set end conditions

End conditions close the journey. Atender adds Conversation marked as done as the default end. To change it:

1. Under End conditions, edit the existing entry or click Add end condition for another one.
2. Pick an event type and any conditions, same way as the start trigger.

If you list multiple end conditions, any one of them closes the journey — they’re OR’d together. Common combinations: Conversation marked as done OR CSAT Rating (so the journey closes on whichever happens first).

Step 6 — Set a timeout (optional)

If a journey is still open after N hours, you probably want it auto-closed as abandoned rather than left dangling.

1. Toggle Timeout enabled on.
2. Enter the timeout in hours — 24, 48, 168 (a week), whatever fits the flow.

Journeys closed by timeout are flagged as timed out in the data, distinct from journeys that hit an end condition.

Step 7 — Save

Click Save. The template starts watching for new conversations matching its start trigger immediately (if Enabled is on).

In-flight journeys against the template continue under the old definition until they close. If you change the start trigger, only conversations that start after the change see the new rule.

Verify it worked

Trigger an event that should start the journey — for the returns example, add the returns tag to a test conversation. Open the conversation and look for the journey’s progress indicator (placement depends on your tenant’s Sidekick configuration; if no UI surfaces it, query the underlying data via the Data Warehouse or Analytics).

Troubleshooting

• Symptom: No journeys are starting for matching conversations. Fix: Check the Enabled toggle on the template. Disabled templates start nothing. Also confirm the start-trigger event type is the one Atender actually fires for what you have in mind — for example, “Conversation Tagged” fires on tag application, not on initial creation.

• Symptom: A conversation reached a later milestone without reaching earlier ones. Fix: That’s expected — milestones aren’t enforced as a strict sequence. Use this as a signal that the flow doesn’t always go through every milestone in order.

• Symptom: Journey never closes. Fix: Make sure your end conditions match an event that will actually fire. Conversation marked as done is a safe default. Add a timeout as a fallback.

• Symptom: Want to delete a template. Fix: In the template list, use the delete action on the template’s row. This stops new journeys from being created against it; historical journey data is retained for analytics.

See also

• What is Journey Tracker