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    Chat App Message Service:Use Agentic Journey

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    Chat App Message Service:Use Agentic Journey

    Last Updated:Sep 07, 2026

    Create a journey in Agentic Journey, orchestrate it on the canvas, publish it to bring it online, and manage it after it goes live.

    How Agentic Journey works

    Using Agentic Journey involves four steps:

    1. Create a journey: select a trigger type and a creation method, and configure the basic journey information.

    2. Orchestrate the canvas: orchestrate the journey in AI mode or parameter mode, and configure components and business logic.

    3. Go live: save and publish the journey to generate a version number and bring the journey online.

    4. Manage journeys: edit a journey, bring it online or offline, delete it, and manage its versions.

    Prerequisites

    Create a journey

    Open the journey creation panel

    In the Chat App Message Service console, choose Solutions > Agentic Journey to go to the journey list page, and then click Create Agentic Journey.

    Configure journey information

    In the journey creation panel, configure the following information.

    Journey name

    Required. Identifies the journey.

    Trigger type

    Select how the journey is triggered. The following table describes the four supported trigger types.

    Trigger type

    Description

    Configuration items

    API event trigger

    Triggers the journey through an OpenAPI call.

    No additional configuration is required. After you publish the journey, the system generates the invocation entry point. To trigger the journey, call TriggerChatFlow.

    Inbound message trigger

    Triggers the journey when an end user sends a message.

    Channel type (required): WhatsApp, Viber, Messenger, Instagram, Telegram, or LINE. Bound accounts (optional): select sender accounts that you created. Multiple selection is supported. WhatsApp merchant numbers (optional, available only for WhatsApp sender accounts): select the WABA merchant numbers to trigger. Multiple selection is supported.

    Audience plan trigger

    Triggers the journey in batches on a schedule based on an audience plan.

    Audience group (required): select a group created in audience management. Effective and expiration dates (required): set the validity period of the plan. Execution plan (required): set the trigger frequency, such as daily or weekly.

    Journey invocation trigger

    Triggered when another journey references this journey.

    No sender account is required. A journey of this type has no trigger of its own and can be invoked only by another journey.

    Note

    • You cannot change the channel type after you select it. You can modify the other configuration items when you edit the journey.

    • Any journey can reference other journeys on the canvas, not only journeys of the Journey invocation trigger type.

    Creation method

    Select how the journey is created. The following table describes the four supported creation methods.

    Creation method

    Description

    Configuration items

    AI-powered creation

    Generates the journey automatically through interaction with AI.

    The journey opens in AI mode after it is created.

    Use template

    Creates a journey quickly from a preset journey template.

    Select a template that matches the current trigger type.

    Custom

    Builds the journey manually from a blank canvas.

    The journey opens in parameter mode after it is created.

    Import journey

    Creates the journey by importing a JSON file.

    Upload a JSON file exported from another journey.

    Note

    • When you select a different trigger type, the template list in Use template is filtered automatically to show matching templates.

    • The creation method determines the default mode on the editing page. AI-powered creation, Use template, and Import journey open in AI mode. Custom opens in parameter mode.

    Remarks

    Optional. Enter remarks for the journey. Up to 100 characters are supported.

    Complete the creation

    After you finish the configuration, click Confirm. The system opens the journey editing page.

    Canvas orchestration

    After you create a journey, the canvas orchestration page opens. Agentic Journey supports two orchestration modes: AI mode and parameter mode.

    AI mode

    AI mode generates and edits a journey automatically through natural language interaction with AI.

    Scope

    AI mode has two scopes:

    • Entire canvas: when no component is selected, AI can generate a complete journey, including multiple components and connections.

    • Single component: when you select a component on the canvas, AI modifies only that component and leaves the other components unchanged.

    Procedure

    1. Enter AI mode: on the configuration panel on the right, click the AI mode tab.

    2. Check the scope: the current scope of AI appears above the input box.

      • When no component is selected: Current scope: Entire canvas

      • When a component is selected: Current scope: {component name}. AI modifies only the selected component.

    3. Enter a requirement:

      • Entire canvas: describe the complete business process, for example, "Design a package tracking and return process for the logistics industry".

      • Single component: describe the change to the component, for example, "Change the wait time to 48 hours".

    4. Generate the journey:

      • AI understands your requirement through multiple rounds of dialog and may ask questions to clarify details.

      • The canvas updates automatically after generation finishes.

    5. Continue to adjust: after generation, continue the dialog with AI to make adjustments, or switch to parameter mode for fine-grained configuration.

    Note

    • The input box supports up to 1,000 characters.

    • The input box is dimmed and unavailable while AI generates the journey, and becomes available again after generation finishes.

    • After you select a component, the AI scope persists until you exit manually or select another component.

    Quick templates

    The first time you open AI mode, the system provides three quick template buttons:

    • Design a welcome and onboarding process for new users

    • Design a package tracking and return process for the logistics industry

    • Design a coupon push process for a marketing campaign

      Click a template to send its content to AI as your requirement.

    Parameter mode

    Parameter mode orchestrates a journey by dragging components onto the canvas and configuring their parameters manually.

    Procedure

    1. Open the component library: click the Component library icon on the left to view the available components. Each component has a question mark icon. Click the icon to view the help documentation for the component.

    2. Add a component:

      • Drag a component from the component library onto the canvas and place it between the Start and End components.

      • Alternatively, click the + icon between the Start and End components and select a component.

    3. Configure the component:

      • Click a component on the canvas. The configuration panel on the right switches to parameter mode.

      • On the parameter mode tab, configure the parameters of the component, such as message content, conditions, and wait time.

      • For details, see Agentic Journey component description.

    4. Connect components: connections between components are generated automatically to indicate the execution order.

    5. Save the journey: after orchestration is complete, click the Save icon at the top of the page. For details about manual saves and automatic saves, see Save a journey.

    Note

    Save regularly during orchestration to prevent data loss.

    Switch between modes

    You can switch between AI mode and parameter mode at any time while editing:

    • After you select a component, the configuration panel on the right shows both the AI mode tab and the Parameter mode tab.

    • Click a tab to switch modes.

    • Changes made in either mode are synchronized to the canvas in real time.

    Go live

    Save a journey

    While editing, click the Save icon at the top of the page to save the journey manually at any time. Each manual save creates a Manual save entry in the operation records, which you can later roll back to by using the rollback button.

    The system also saves the journey automatically every 5 minutes. Auto-save entries are labeled System auto-save.

    Publish a journey

    Publish a journey to bring a newly created or edited journey online. Each successful publish generates a version number.

    1. Pre-publish checks: click Publish at the top of the page. The system verifies the following items and blocks the publish operation if any check fails:

      • All journeys referenced by this journey are online. You cannot publish the journey if a referenced journey is offline.

      • The reference depth does not exceed 5 levels.

      • The journey contains no circular references.

      • All required component parameters are set.

    2. Publish confirmation: after the checks pass, confirm the publish operation.

    3. Version generation:

      • First publish: version V1.0 is generated and the journey status changes to Online.

      • Subsequent publishes: the version number increases, for example, to V2.0 or V3.0, and the previous version changes to Offline.

    4. Automatic operation: after the journey is published, it runs 24/7 automatically. You can view its runtime data on the journey details page.

      If the publish operation fails, see FAQ for the common causes.

    Bring a journey online or offline

    On the journey list page, use Bring online to restore a journey that was taken offline, and use Take offline to stop a journey that is running.

    Bring a journey online

    • Applies to journeys in the offline status.

    • Click Bring online in the Actions column.

    • Before the journey goes online, the system runs the same checks that are described in Publish a journey. The journey cannot go online if a check fails. For the common causes, see FAQ.

    Take a journey offline

    • Applies to journeys in the online status.

    • Click Take offline in the Actions column.

    • Before the journey goes offline, the system checks whether the journey is referenced by other online journeys. If it is referenced, the journey cannot be taken offline, and the system lists the journeys that reference it.

    • After you confirm the operation, the journey stops running and its status changes to Offline.

    Journey management

    Edit a journey

    On the journey list page, click Edit in the Actions column to go to the journey editing page.

    Editing logic

    Journey status

    Editing behavior

    Draft

    Opens the draft for editing directly.

    Online

    Creates a draft based on the online version. The online version keeps running and is not affected. If a draft is already being edited, the saved draft opens instead.

    Offline

    Creates a draft based on the offline version. If a draft is already being edited, the saved draft opens instead.

    Note

    • The editing state is isolated from the online version, so editing a journey does not affect the journey that is running.

    • After you finish editing, publish the journey again to generate a new version and bring it online.

    Modify the trigger configuration

    To modify part of the trigger information, click Trigger configuration on the journey editing page. The fields that you can modify depend on the trigger type:

    • API event trigger: you can modify the journey name.

    • Inbound message trigger: you can modify the journey name, bound accounts, and merchant numbers. You cannot modify the channel type.

    • Audience plan trigger: you can modify the journey name, audience group, and plan dates.

    • Journey invocation trigger: you can modify the journey name.

    Version management

    Agentic Journey supports version management. You can view historical versions and roll back to them.

    Versioning rules

    • Draft status: a new journey has no version number and is in the draft status.

    • First publish: version V1.0 is generated and the status is Online.

    • Editing an online or offline journey: no new version is generated. Changes are made in the draft only.

    • Subsequent publishes: when an edited journey is published successfully again, a new version is generated and the version number increases to V2.0, V3.0, and so on. The previous version changes to Offline.

    View historical versions

    1. On the editing page, click the Historical versions icon in the upper-right corner.

    2. In the dialog box, view all historical versions, including the version number, journey status, and update time.

    Version operations

    Available operation

    Description

    View details

    Click a version to open a read-only details page that shows the full information of that version.

    Sync as draft

    Click Sync as draft to overwrite the canvas that you are editing with the content of that version. Proceed with caution. To undo the sync, roll back to the most recent save in the operation records.

    Note

    • The Sync as draft operation overwrites all content in the current draft. The system prompts you to confirm before the operation.

    • After the sync, publish the journey again to generate a new version.

    Change records

    Change records track the editing history of a journey and let you roll back to any historical record.

    View operation records

    On the editing page, click the Operation records icon on the configuration panel on the right to view all save records.

    Record types

    Type

    Description

    Record number

    Manual save

    You click the Save icon.

    A new record number is generated, such as #1, #2, or #3.

    Auto-save

    The system saves the journey automatically every 5 minutes.

    A new record number is generated.

    Roll back a journey

    1. In the change record list, find the record that you want to roll back to.

    2. Click Roll back.

    3. After you confirm the operation, the current canvas content is overwritten with the content of that record.

    Important

    • A rollback cannot be undone. Confirm the operation carefully before you proceed.

    • A rollback does not generate a new record number.

    • If you roll back to the wrong record, select another record and roll back again.

    Delete a journey

    On the journey list page, click Delete in the Actions column to delete a journey.

    Deletion limits:

    • Only journeys in the offline status can be deleted.

    • Journeys in the online status cannot be deleted. Take the journey offline first.

    Important

    Deletion cannot be undone. A deleted journey can no longer be used. Proceed with caution.

    Copy a journey

    On the journey details page, click the Copy as new journey icon at the top of the page to copy the current journey to a new journey.

    1. Click the Copy as new journey icon.

    2. In the dialog box, enter a name for the new journey. The default name is {current journey name} copy.

    3. Click Confirm. The system creates the new journey and opens its editing page.

    Note

    • The copy retains all configurations and components of the current version.

    • The new journey has the same trigger type and creation method as the original journey.

    Download a journey

    On the journey details page, click Download at the top of the page to export the current version as a JSON file to your computer.

    You can import the downloaded JSON file by using the Import journey creation method when you create a journey.

    Data analysis panel

    View the runtime data of a journey on the journey details page.

    1. On the journey list page, click the journey name to go to the journey details page.

    2. Click the Data Panel tab to view the runtime data of the journey.

    Note

    • Only journeys that are online have runtime data.

    • The data panel helps you understand how a journey performs so that you can adjust and optimize its configuration in time.

    FAQ

    Does Agentic Journey support auto-reply frequency limits?

    Agentic Journey does not support setting an auto-reply frequency limit directly. Whenever a customer sends a message that triggers a journey, the system runs the auto-reply logic of that journey. The system cannot identify how many times the customer has triggered the journey on the current day or the historical interaction state, so it cannot implement logic such as "reply only once a day" or "reply only once regardless of how many messages the customer sends".

    For similar frequency control, use an external system, such as a database that records customer trigger counts, together with OpenAPI to manage the behavior at the business layer.

    Why can my journey not go online?

    A journey may fail to go online for the following reasons:

    • The journey references another journey, but the referenced journey is offline.

    • The reference depth of the journey exceeds 5 levels.

    • The trigger configuration is incomplete. For example, an inbound message trigger has no channel account configured.

      Check the preceding configurations and try again.

    Does editing an online journey affect the version that is running?

    No. The editing state is isolated from the online version, so editing does not affect the journey that is running. The new version goes online only after you publish the journey again, and the previous version goes offline automatically.

    How do I view the reference relationships of a journey?

    On the journey list page, the Referenced by and Journey references columns show the number of references. Click a number to open a dialog box that shows the detailed reference relationships and information about the referenced journeys.

    References

    For more information about Agentic Journey, see the following topics: