Note: This feature is available in Preview for select customers.
Define the people a Journey runs against, how the Journey starts, and which data the Journey uses.
Table of Contents
- Prerequisites
- Defining an Audience
- Mapping Fields
- Configuring Entry Points
- Adding Data Source Nodes
- Mapping Event Data to Voyager Variables
- Understanding How Customer Context Moves Through a Voyager
- Additional Resources
Prerequisites
The following requirements apply:
- Licenses: Talkdesk Voyager enabled on the account.
- Permissions: Permission to create Journeys.
Defining an Audience
The audience is the group of people a Journey runs against. A Journey draws its audience from a data source (e.g., DataCloud, an external system, or any other connected source) rather than from a fixed list maintained by hand. The audience is attached to the Journey when the start of the Journey is configured, either paired with the Journey trigger in the run configuration or selected as the source for a manual run.
Talkdesk Voyager supports the following audience types:
- Snapshot audience: Imports a defined group of people from a CSV or Excel file and preserves it as a stable audience for a Journey run.
- Dynamic audience: Defines the audience with rules on person attributes. The Journey selects eligible people from its data source each time a run begins.
Note: Dynamic audience membership is evaluated when a run begins, against the configured data source. Changes to person information do not change the enrollment of someone in a Journey that is already running.
Mapping Fields
When an audience is imported or defined, match the imported audience information to the fields that a Journey can use for personalization and decisions. Mapped fields become available as Journey variables.
Configuring Entry Points
A Journey starts at a trigger node on the canvas. Each trigger node is configured with one of the following start types:
- Manual: Launches a 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.
More than one trigger node can be placed in a Journey, which gives the Journey multiple entry points. For example, one triggered by an event and another started manually for a specific audience.
Important Notes:
A supported inbound event starts a new Journey. It does not wake or redirect a Journey that is already running.
Start conditions are set on the trigger node on the canvas. Talkdesk Voyager does not have a separate entry point or signal menu, because starting a Journey is part of building the canvas.
Adding Data Source Nodes
Beyond the audience, a Journey can pull data into a run with a data source node placed on the canvas. This is separate from the audience, which defines who the Journey runs against. A data source node is used when a Journey needs data from an external source during a run. The node brings data from one of the following sources:
- File: Reads a specified file (for example, a CSV or Excel file) and makes its contents available to later steps.
- API: Calls an API and brings the returned data into the Journey.
- DataCloud segment: Pulls people or records from a DataCloud segment into the Journey.
Mapping Event Data to Variables
For event-triggered Journeys, complete the following steps:
- Select the relevant information carried by the triggering event (event-data mapping).
- Give the selected information meaningful names.
The named information becomes available as reusable variables for later outreach, decisions, and connected actions.
Note: Journey variables are configured on the canvas, not in a separate area. Message content and step fields reference a variable with a variable chip, which shows the variable name and inserts its value at runtime. Variables from an audience, event, data source, or step output are available to later steps for personalization, routing, and connected actions.
Understanding How Customer Context Moves Through a Journey
Information gathered or created in one step (e.g., an audience field, mapped event data, or an outcome produced by a step) carries into later steps of the same Journey as shared Journey context. Later steps use this context for personalization, routing decisions, and connected actions such as external-system write-back.
Additional Resources
- How-to: For instructions on using variables in message content and routing rules, see Talkdesk Voyager: Building and Publishing.
- Overview: For more information, see Talkdesk Voyager: Overview.