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Activation and orchestration
Journey
Orchestrated interaction flow
A journey coordinates steps, waits, conditions, and actions from an entry. It maintains operating state about the flow, not the complete customer truth.
- When it applies
- It fits when an interaction needs sequence, timing, re-entry, exclusions, and coordinated responses across one or more channels.
- What it is confused with
- A journey is not the entire customer strategy and should not own rules reused by many channels. Orchestrating a flow and deciding the best action are different responsibilities.
- Architecture consequence
- Shared eligibility, priority, or pressure rules may need a Decisioning service. The journey keeps sequence and execution state.