JourneysLONG-HORIZON AGENTS
A conversation answers a question.A journey delivers a goal.
Agents that pursue one goal for days or months: they act on every signal and decide the next step.
Work email only.
GOAL
Renew Andrés's policy before it expires
SIGNAL · POLICIES
Andrés's policy expires in 30 days
Policy renewed with both cars
Running in production for
The same agent, weeks later, still on it.
Four illustrative journeys, day by day: the signal behind each touchpoint and the conversation as it happens — WhatsApp, calls and email.
From portal inquiry to signed reservation
Illustrative scenarioSIGNAL · PORTAL
New lead: inquiry about a 2-bedroom in Palermo
Reservation signed
What the agent knows by now
Day 1 · SIGNAL · PORTAL
New lead: inquiry about a 2-bedroom in Palermo
From incomplete signup to first transaction
Illustrative scenarioDay 1 · WhatsApp · Signup stalled
- SIGNAL · ONBOARDING: Luca's signup stopped halfway: the ID is missing
- Agent: Hi Luca! One small step left to activate the account: a photo of your ID. With that it's ready in minutes 📲
- Customer: Ahh right, uploading it now
Day 2 · WhatsApp · Verification rejected
- SIGNAL · KYC: Verification rejected: photo unreadable
- Agent: The photo came out blurry and the system rejected it 😅 Try laying the ID on a table, natural light. Upload it again?
- Customer: Done, uploaded ✅
Day 3 · WhatsApp · Account approved
- Agent: Account approved, Luca! 🎉 When you signed up you mentioned it was to send money to your brother in Brazil. Set up the first one?
- MEMORY: Use case: sending money to Brazil
- Customer: Yes! But I'll get to it on the weekend
Day 12 · WhatsApp · Reactivation
- SIGNAL · ACTIVITY: 12 days with no transactions
- Agent: Luca! The real is low today 👀 Good moment for that first transfer to Brazil. Here's the step by step, it takes 2 minutes.
- Customer: Okay, doing it now
- ACTION: First transfer sent
Outcome: First transaction completed
From abandoned cart to second purchase
Illustrative scenarioDay 1 · WhatsApp · The cart just sat there
- SIGNAL · CART: Cart abandoned 1 hour ago: leather jacket
- Agent: Hi Caro! I saw the jacket stayed in your cart 🖤 Did something get in the way?
- Customer: Can't decide between M and L 😩
- Agent: Going by your previous orders, M for sure. And if not, exchanges are free and door to door 😉
- Customer: Fiiine, ordering it 🛒
Day 4 · WhatsApp · Carrier delay
- SIGNAL · LOGISTICS: The shipment is delayed at the carrier
- Agent: Caro, telling you before you have to ask: the carrier delayed your shipment 😤 New date: Thursday. If anything changes, I'll message you.
- Customer: Thanks for the heads-up!
Day 6 · WhatsApp · Delivery confirmed
- SIGNAL · LOGISTICS: Order delivered
- Agent: Did the jacket arrive okay? Was it your size after all? 😊
- Customer: Yes!! It fits perfectly 😍
- MEMORY: Size M confirmed
Day 30 · Email · Restock on time
- SIGNAL · REPURCHASE: The leather conditioner from the order is about to run out
- Before you run out — The conditioner you got with the jacket lasts about 30 days. Repurchase in one click: address and payment are already saved.
- ACTION: Order created · arrives Tuesday
Outcome: Second purchase closed
From first inquiry to a student who finishes
Illustrative scenarioDay 1 · WhatsApp · The first question
- Customer: Hi! I wanted info about the Data Analytics course
- Agent: Hi Mati! Happy to help 😊 Are you starting from scratch, or coming from another field for a career change?
- Customer: Career change — I'm in customer service today
- Agent: Then the full path is your best bet: Data first, SQL after. Here's the program 👇
- MEMORY: Goal: career change
Day 3 · WhatsApp · Enrollment stuck
- SIGNAL · CHECKOUT: Enrollment unfinished for 48 hours
- Agent: Mati, any doubts left about enrolling? If it's the payment: 6 interest-free installments 💳
- Customer: That was exactly it! Okay, I'm in
Day 20 · Phone call · Attendance dropping
- SIGNAL · CAMPUS: Two classes missed
- Agent: Mati, how's it going? I saw you missed two classes.
- Customer: Yeah, work got in the way… I'm a bit lost with SQL now.
- Agent: I'll book you a tutoring session on Thursday and you're caught up. The recordings are on campus.
Day 45 · WhatsApp · Module passed
- SIGNAL · CAMPUS: First module passed
- Agent: MATI 🎉 You passed the first module! The next one starts Monday. Still on for the career-change plan?
- Customer: Obviously!! 🚀
Outcome: Student caught up and enrolled
What teams ask before launching their first journey.
A business goal the agent pursues until it is met: originating a loan, closing a reservation, winning a customer back. It is not a conversation or a campaign: it is a sequence of inbound and outbound interactions, planned by the agent, that can span days, weeks or months.
The bot answers what comes in and the campaign sends the same message to everyone. A journey owns the outcome: it decides who to write to, when, through which channel and what to say, and adjusts the plan with every reply — and every silence.
WhatsApp, email, phone and web, with the same memory across all of them. If the customer switches channels mid-journey, the agent picks the conversation up where it left off, without asking anyone to repeat anything.
Whatever the business defines. Every journey carries explicit limits: actions the agent runs on its own, actions that require human sign-off, and topics where it escalates straight to a person. And everything is audited: which signal triggered each touch, what the agent decided and why.
The opt-out applies on its own, per customer and per channel, before every send. Suppression also covers customers with an open case and customers who no longer fit the goal: knowing when not to write is part of the plan.
From every close and every rejection. What worked with one customer adjusts the decision for the next: what to offer, at what moment and with which message. Context compounds, and the agent gets better with every interaction.
Per outcome, like all of StudioChat: cost stays tied to the goal being met, not to message volume. To start, a measurable goal is chosen, signals and limits are defined, and a first scoped journey runs before scaling.
A goal doesn't close in one conversation. A journey chains them all.
Work email only.