How do I set up the ready-made customer journey?

The customer journey is a ready-made pipeline that also creates tasks automatically for every contact. You set it up once, and from that point on every new contact walks through it without anyone building anything by hand.

Before you press the button

Open Team management, then Setup, then the Journey tab. If it isn't set up yet, you'll see a plain warning stating exactly how many customers you already have on file and roughly how many tasks setting it up will create for them right now, since a modest-looking customer count can add up to thousands of tasks once every stage is counted. From the moment it's on, every new contact gets the same treatment automatically too, including someone who just texts you or starts a web chat, not only people you add yourself.

Option 1: install the standard journey

1. Click "Set up the customer journey".
2. Read the confirmation, which repeats the same numbers, and confirm.
3. The standard set of stages is installed as a pipeline named "Customer journey", and tasks start being created for your existing customers right away. If there are more than one run can finish in, the rest follow overnight.

Option 2: have it drafted around your business

1. Click "Suggest my journey" instead. This writes nothing yet; it drafts a set of stages from what you've already told us about your business.
2. Edit anything in the draft: step names, the task at each step, priority, how many hours it's given, and where the line falls between a lead and a customer (marked by a flag you can move, "Start customers here" on any step).
3. For any step where you'd like an AI-written first draft of the work itself, check "Let AI write a first draft for this step" and describe what it should write. A person always reviews the draft before anything goes out. This is saved with the step, but AI drafting itself isn't switched on yet, so for now a person does that step as normal.
4. When the draft looks right, click "Set up these N steps" to install it. Nothing is written until you do.

If your business profile doesn't have enough filled in yet for a useful draft, you're told so and pointed back at the one-click standard journey instead of getting a generic result.

Once it's set up

The Journey tab becomes a read-only summary: how many stages, and how many customers are still waiting for their tasks to be generated. To rename a step, reorder it, remove it or add a new one, go to the Pipelines tab instead, since editing stages happens there, not on this screen. A task's due date isn't set until the task before it in the chain is completed; this happens automatically as your team works through the journey, there's nothing to configure for it.