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[Preview] Talkdesk Voyager: Building and Publishing a Voyager
Published • Last Updated

Note: This feature is available in Preview for select customers.

Build a Voyager, validate it, and publish it so it can reach the intended audience.

Table of Contents

Prerequisites

The following requirements apply:

  • Licenses: Talkdesk Voyager enabled on the account.
  • Permissions: Permission to create Journeys.
  • Channels: At least one supported channel ready to use (SMS, WhatsApp, email, or Agentless Voice).
  • Audience: An audience to run the Journey against. For instructions, see Talkdesk Voyager: Configuring Audiences and Entry Points in this article.

Creating a Journey

  • Open Talkdesk Journey.
  • Create a new Journey.
  • Enter a name that the people monitoring the Journey will recognize.

The Journey opens on a visual canvas with no pre-built start or end nodes. Build the flow by adding nodes, starting with a trigger node that defines how the Journey begins, then adding action steps in the order the customer should experience them.

Adding Steps to the Canvas

  1. Drag a trigger node onto the canvas.
  2. Drag the action steps onto the canvas.
  3. Connect the steps in the order the customer should experience them.

Reviewing Start and Data Nodes

  • Trigger node: Starts the Journey. The node is configured to begin manually, on a schedule, or when a supported event occurs. Adding more than one trigger node gives a Journey multiple entry points.
  • Data source node: Brings data into the Journey from a file, an API, or a DataCloud segment for use by later steps.

Reviewing Outreach Steps

  • SMS outreach: Sends a personalized SMS message as a step in the Journey.
  • WhatsApp outreach: Sends a personalized WhatsApp message as a step in the Journey.
  • Email outreach: Sends an email with channel-specific content and delivery information.
  • Agentless Voice: Adds supported outbound voice engagement. Available outcomes feed later steps.

Reviewing Logic and Continuation Steps

  • Conditional routing: Sends people down different paths using configured business rules.
  • Wait for an external event: Holds the Journey at a step until a supported external signal or integration event arrives.
  • In-Journey data shaping: Computes, combines, reformats, or enriches available Journey information for a downstream step.
  • Studio Flow invocation: Calls a supported Studio Flow as part of the configured experience.
  • Sub-Journey: Runs a supported sub-journey and uses its mapped result in the calling Journey.
  • External-system write-back: Sends supported Journey outcomes and relevant information to a connected customer system after a step completes.

Using Message Templates and Personalization

  • Create channel-specific content once as a template.
  • Insert available audience and Journey information into the message content with a variable chip (personalization).
  • For email, author the subject and body content, insert available variables with a variable chip, and preview the message against sample data before launch.

Note: A template can be reused across Journeys.

Adapting a Journey with Rules and Agentic AI

The following steps adapt a Journey to customer replies and outcomes:

  • Outcome Assessment branching: Analyzes a customer reply or completed interaction and automatically routes the Journey to the appropriate next step. The assessment can consider the current supported interaction or the available accumulated interaction history, where configured.
  • Agentic Loop: Gives a Journey step a defined goal and guardrails, so the step can determine and carry out a bounded sequence of actions toward that goal. The step works within operator-defined goals and guardrails and returns a result that the Journey routes on.

Validating a Journey Before Launch

Before publishing, validate the Journey in the Simulator. This is a sandbox that runs the Journey against test participants, so configuration problems are caught without contacting real customers. For instructions, see Talkdesk Voyager: Validating and Debugging with the Simulator in this article.

Publishing and Launching a Journey

The trigger nodes placed on the canvas determine how a Journey starts. Each trigger node is configured with one of the following start types:

  • Manual: Launches the prepared Journey when the team is ready to begin.
  • Scheduled: Starts the Journey according to a configured schedule.
  • Event-triggered: Starts a new Journey when a supported Talkdesk inbound workflow event occurs.

For instructions on configuring audiences and entry points, see Talkdesk Voyager: Configuring Audiences and Entry Points in this article.

After launch, the Journey run controls pause, resume, or stop a run where supported by the applicable Journey configuration. For instructions, see Talkdesk Voyager: Monitoring and Reporting in this article.

 

Cloning and Versioning

  • Journey cloning: Copies a Journey within the same account to create an independent starting point for related work. A copied Journey is edited and run independently from its source.
  • Version-pinned execution: Keeps a running execution tied to the Journey and step versions it started with, so later edits do not silently change work already in progress.

Note: To change a published Journey, edit it and publish a new version.

 

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