How do I send a journey step's work to one person automatically?
Pick who does a step's work on the step itself. New tasks on that step go to that person first, and to anyone free when they are away.
Each live step of your journey can name the person who does its work. A church can send every 48-hour welcome call to its Connections volunteer, and a team can send paperwork to the one person who handles it, without anyone handing tasks out by hand.
Set a step's owner
- Open TMS, then Setup, then the Journey tab, and click "Edit journey".
- Open the step. Under "Who does this step's work?", pick a person. The list is your organization admins and advisors, the same people you can assign a task to by hand.
- The choice saves straight away, without publishing. If it cannot be saved, the step goes back to what it was and a message says why.
The picker shows only on a step that is already published. A new step gets it once you publish the journey.
What happens next
Peakify hands out unowned tasks about every five minutes. A task on a step with an owner goes to that owner, as long as they are on shift, not on time off, and in a status that accepts work. Tasks that nobody owns are still shared out as before.
When the owner is away or leaves
- Away (off shift, on time off, on Break or Lunch): the task goes to whoever is free instead, exactly as if the step had no owner. It does not wait for them.
- No longer on your team: the step shows "Someone no longer on your team" and its tasks go to whoever is free. Pick someone else or "Anyone free".
- Account deleted: the step goes back to "Anyone free" by itself.
To stop sending a step's work to one person, pick "Anyone free".
What it does not change
- Jobs the AI does on its own are not handed to anyone, owner or not.
- A task already assigned to someone is never moved.
- Messages from your customers in the inbox are shared out as before. A step owner only affects that step's tasks.
Setting an owner needs an organization admin.
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More in Team management: setting it up
The other guides people read alongside this one.
- How do I turn on Team management, and what does it actually add?
Team management adds a shared workspace for your staff: your customer journey, tasks and a queue of work to hand out, plus time tracking and schedules on Pro and up. What you get depends on your plan.
- What's the difference between a "pipeline" and the "customer journey"?
A pipeline is the general idea of stages a contact moves through. The customer journey is your main pipeline, the one new contacts start in, and it also creates tasks automatically and marks when a lead becomes a customer.
- How do I set up a pipeline for how my customers move through my business?
Create a pipeline, then open it in the journey editor to add the steps your work actually goes through and the jobs your team does at each one. Publish, and it is live.
- How do I set up my customer journey?
We draft a set of steps for your business with AI, and you review and edit every one before anything is installed. You can tailor it again at any time, and we say plainly what reaches the customers who are already in it.
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