Journeys

A journey is a short guided path through your app, such as Send your first invoice or Connect an integration. The chat widget shows the user where they are, offers to do each step for them with your in-app actions, and moves on when the step is done. You see where users stop in a funnel.

Journeys are available on the Pro plan and above. Self-hosted installs have them with no plan limits.

The chat widget with a slim First invoice guide pinned at the top, showing Pick your currency, 0 of 3, and the agent asking which currency the user bills in, with Switch to GBP and I bill in euros replies

How it works

A journey starts when its trigger happens: the user opens a page, your app sends an event, or your code starts it.
Each step has a message, suggested replies, and a rule for when it is done. That can be an action succeeding, an app event, or a page field reaching a value.
The guide stays pinned at the top of the chat. The user can open it to see every step, skip a step or hide the guide.
The agent sees which step the user is on, so a typed request like “add Globex as a client” runs the right action and moves the guide on.
ChatterMate keeps each user’s progress, so it continues on their next visit or device when the user is identified.

Before you start

Declare your actions

Set up the in-app actions the steps will use, and register them on your page.

Limit the widget to your site

Add your app’s domain under Widget → Allowed domains.

Send page context and events (optional)

ChatterMate.setContext({...}) lets steps use fields like {{ctx.currency}}. ChatterMate.notify('invoice_sent') reports things that happen in your app.

Create a journey

Open AI Agents → your agent → Journeys. Start from a template, or click New journey.

The Journeys tab listing Reports tip, Trial to paid and First invoice, each live, with its audience, how it starts, its number of steps, and Funnel, reorder and delete controls

Templates

The templates follow what onboarding research shows works: short, done in context, and finished by a real result rather than by reaching the last screen. Pick one close to your product, then map its actions to yours.

The template gallery: Connect an integration, New feature adoption, SaaS onboarding, Shopper first purchase, Stalled-user win-back and Store launch, each with its steps and goal

The editor

The journey editor for First invoice: audience Everyone, starts when the page URL matches /app/dashboard*, goal invoice_sent, three steps on the left, the Pick your currency step in the middle, and a test pane on the right

For the whole journey:

Setting	What it does
Name and key	The key (`first_invoice`) is how your code and the CLI refer to it.
Audience	Everyone, New users (first seen in the last 14 days, or signed up recently according to the identity token), or Custom rules on user or page fields, e.g. `user.plan` is `pro`.
Starts when	Page URL matches (`/app/` wildcards), App event* (sent with `notify`), or From your code (`ChatterMate.startJourney('first_invoice')`).
Goal	The app event that means the user got value, e.g. `invoice_sent`. The funnel reports how many reach it.
Open the chat by itself	Opens the widget when a step starts. If this is off, the step waits in the chat until the user opens it.
Finish message	What the agent says when the last step is done.

For each step:

Setting	What it does
Trigger	When the step starts, if it should wait: a page, an event or a field. If none is set, it starts right after the previous step.
Message	What the agent says. `{{user.first_name}}` is verified, from the identity token. `{{ctx.anything}}` comes from `setContext`.
Replies	Up to 4 suggested replies. Sends text answers in the user’s words. Runs an action runs one of the step’s actions, with its confirm card if it has one.
Suggested actions	Actions the agent should lean on for this step. It can still use every other action.
Done when	Any one of: an action succeeded, an app event, or a field condition (`ctx.invoices_sent` ≥ 1).
Then	Next step, Send a message, Show code or a link, or Start another journey.
Users can skip / Nudge if idle	Allow Skip this step, and send a reminder after a few idle minutes.

The Test pane on the right shows the step’s message and replies for sample context, without running any actions. When you’re happy with it, turn the journey live with the toggle in the list.

Keep journeys short. Three-step guides finish far more often than seven-step ones. If you need more, end with Then → Start another journey.

What users see

The guide
Doing a step
Finished

A slim card pinned at the top of the chat shows the journey, the current step and progress. Tapping it lists every step, with Skip this step and Hide guide.

The guide opened: Pick your currency in progress, Add your first client and Send your first invoice still to do, with Skip this step and Hide guide links

Journey messages are shown in the widget only. They aren’t counted as AI messages and don’t appear in the Inbox until the user replies.

Which journey runs

A user is in one journey at a time. When several live journeys could start, the one higher in the list wins; use the arrows to reorder. A journey started from your code with startJourney, or by another journey’s Then, replaces the current one. Editing a live journey takes effect straight away. Users on a step you deleted move to the next one.

See where users stop

Click Funnel on a journey to see, for each step, how many users reached it, finished it, skipped it or dropped off, and the median time to finish.

The First invoice funnel: 59 started, 9 finished and reached the goal, with Pick your currency marked Most lost at 78% drop-off

The step that loses the most users is marked Most lost. Click Who’s stuck on a step to list the users waiting on it, so you can follow up. Each person’s journeys, steps and actions also appear on their page under People.

Set it up with the CLI or an AI assistant

# Start from a template, edit it, then go live
chattermate journey templates <agent-id>
chattermate journey from-template <agent-id> saas_onboarding --key setup
chattermate journey show <agent-id> setup > setup.json   # edit setup.json
chattermate journey update <agent-id> setup --file setup.json
chattermate journey status <agent-id> setup live
chattermate journey funnel <agent-id> setup --days 7

Or connect the MCP server and ask: “Look at my agent’s actions, build a three-step onboarding journey that ends when the user sends their first invoice, and leave it as a draft for me to review.” The journey tools tell the assistant the definition format, so it can build a valid journey without guessing.

Getting Started

Features

Channels

Developer Tools

Deployment

Journeys

Journeys

How it works

Before you start

Create a journey

Templates

The editor

What users see

Which journey runs

See where users stop

Set it up with the CLI or an AI assistant

Next steps

In-app actions

CLI

​Journeys

​How it works

​Before you start

​Create a journey

​Templates

​The editor

​What users see

​Which journey runs

​See where users stop

​Set it up with the CLI or an AI assistant

​Next steps

In-app actions

CLI

Journeys

How it works

Before you start

Create a journey

Templates

The editor

What users see

Which journey runs

See where users stop

Set it up with the CLI or an AI assistant

Next steps