Customer journeys

Customer journeys is where you map the flow customers take to reach a goal as steps, and carry out the next action at each step. Tell the AI your goal, and your AI connected to Addness (Claude Code, Codex, ChatGPT, and so on) creates the steps and actions and runs them every day. Customers come in from a customer list (CRM).

How to open it

• Desktop: Press “More” in the sidebar, open “Other features,” and press “Customer journeys” under “Automate your results.” If you pin it, you can open it straight from the sidebar
• Mobile: Press “More” at the bottom of the screen and choose “Customer journeys” under “Automate your results” (it doesn’t appear in the menu (≡) at the top left)

In a newly created organization, this feature may be locked. Finish the challenge “Learn about customer journeys” or press “Skip and use it (no points)” to use it (→ Challenges and feature locks).

Ask the AI to create one

You create a journey by asking the AI. Tell it your goal (for example: turn free users into paid users within 30 days), and the AI checks the source customer list and shows you proposed steps and what to do at each step. A journey you create starts as a “Draft.”

The guide above the list shows your current stage in this order: “Create a customer journey” → “Add customers” → “Start AI execution” → “Improve stalled steps.” Press the guide’s button “Addness this journey” to choose what to ask next. While there are no journeys, the buttons in the guide and in the toolbar are hidden, and the only way in is Addness it in the middle of the empty screen.

• Create a customer journey
• Add customers
• Add, reconnect, or merge steps
• Add or edit actions
• Decide next actions for stalled customers

Addness it above the list also shows “Create a customer journey with AI.” While there are no journeys, it appears in Addness it in the middle of the empty screen instead. Each screen inside a journey has its own button too, such as “Addness this journey”, with requests that fit that screen. The Settings tab shows “Change the execution time or the number of days before customers are considered stalled.” For journeys with a numbers dashboard attached, “Addness this journey” at the top of the journey also shows “Add numbers or set targets.” Choosing where to hand off a request works the same as Addness it on a goal (→ Home: Addness it).

An AI connected to Addness can create and edit journeys, steps, and actions, add or move customers, start runs and record their results, and link a numbers dashboard (→ MCP integration). Only people can approve or reject; the AI can’t.

Add customers

Customers come in from the journey’s “Source customer list.” When you ask the AI for “Add customers,” the AI adds the customers. The source customer list is shown on each row of the list and at the top of the journey; press it to open that customer list.

• “Customers” tab: The customers in the journey are listed by “Customer,” “Current step,” “Days in step,” and “Status.” The statuses are “In progress,” “Achieved,” “To exit,” and “Stalled.” You can filter by step, and also down to “Stalled customers only.” Press a name to open the customer page
• Customer page: On the left, “Enrolled customer journeys” shows the journeys the customer is in, the current step and days, and the next action (→ Customer page)

View the overview and steps

Open a journey and the “Overview” shows the steps connected by lines. Each step is one of “Entry,” “Step,” “Goal,” or “Exit.” The more customers who passed along a line, the thicker it is. Each step shows how many customers are in it now.

Press a step to open its details (on mobile, it opens from the bottom).

• Step numbers: Shows the number of customers currently here, the number stalled and their average days, the number who entered, the share who advanced, and the number who left through an exit
• “Actions”: The list of what to do at that step. It also shows the number of “Pending approvals”
• “Customers in this step”: Listed starting with the stalled ones
• “Condition for advancing” and “Knowledge”

Press an action to see “Who,” “When,” and “What” (channel and wording), “Execution” (“Automatic” or “After approval,” “Active” or “Paused”), “Results to date,” and “Execution records (per customer).” The records list the status (Ready, Pending approval, Approved, Rejected, Executed), the result (Sent, Failed, Skipped), the reaction (Opened, Replied, Clicked, Paid, No reaction), and the step the customer moved to.

When a numbers dashboard is linked to the journey, you can open it from “Numbers” at the top of the journey (→ Analytics). In the “Improvement history” tab, you can see the history of changes to an action’s content.

Approve before sending

When you create an action, you decide whether sending is “Automatic” or “After approval.” An action set to “After approval” stops as soon as the AI has prepared what it will send, and becomes “Pending approval.” Direct messages on X are always “After approval.”

You can open items pending approval on the “Pending approvals” page, from ”◯ pending approvals” on the list, a journey, or a step. When AI runs add more pending approvals, the owner gets a notification: ”◯ new approvals are waiting in ◯◯.”

1. In the “Customer journey” field, narrow it down to all journeys or a single journey
2. On each card, read the customer name, Journey › Step › Action and channel, and the “Content to be sent” (recipient, subject, body, and the knowledge used)
3. Press “Approve” to send it, or “Reject” to not send it

• Process in bulk: Select cards with their checkboxes (there is also “Select all ◯ shown”), then press “Approve selected” or “Reject selected.” They are processed one at a time, and any whose content changed along the way are left unapproved. You can stop processing with “Stop”
• Approving doesn’t send right away. It is sent at the next AI run (the run time on the “Settings” tab). A paused or completed journey sends nothing until it is resumed and the AI runs
• Who can approve: Editors and above of the source customer list. Everyone else sees “Read only.” When the content to approve has changed, “The content to approve has changed” appears, so read it again and then press the button again

Start and stop daily runs

A journey doesn’t run until you start it. In the journey’s “Settings” tab, press “Start” under “AI execution” (press “Start” again in the confirmation window). Once started, the AI carries out actions for customers from the next AI run. Press “Pause” and the AI won’t carry out actions or send anything to customers. “Resume” puts it back to running.

• Run time: Enter a time from 00:00 to 23:59 in “AI execution time” and press “Save time.” The time zone is shown next to the time
• Run status: The “AI execution” badge on the list and at the top of the journey shows the time and result of the last run (success, failure, running, partially failed, no execution). If runs stop, it shows “AI execution interrupted · ◯ days.” Hover over or press the badge to see the number of customers who entered, the number who moved, messages sent, pending approvals, errors, and the next scheduled run
• Morning ToDo: In the owner’s morning ToDo, “My metric updates today” lists journeys that are running and have a run time. After the run is done it shows “Updated ◯:◯◯,” if not yet “Pending,” and once the deadline has passed “Stopped.” Each row also shows its deadline time. When it’s stopped, use Addness this update on the row to ask the AI to run it

Connect channels (email, LINE, X)

An action’s channel is “In-app notification,” “Email,” “LINE,” “X DM,” “Wait,” or “Other.” X DM and LINE actions require that your AI can operate that channel. When you open an action, under “What,” the status for each AI (Claude Code, Codex) appears as “Ready,” “Not set up,” or “Reconnect needed.” People other than the owner see “These are the journey owner’s AI settings.”

• X DM: When it isn’t available, the owner sees “Set up.” Press it to open the goal with the connection steps
• LINE: When it isn’t available, the owner sees “Connect in Desktop.” Personal LINE is connected in the desktop app (→ LINE integration: “Connecting personal LINE”)
• Check or remove them all at once: My Settings › Integrations lists the status of X DM under “Channels your AI can operate.” The status of personal LINE, Messenger, and WhatsApp appears inside each integration’s own row (WhatsApp only appears when the desktop app supports it). Rows whose status is “Ready” show “Addness checking this integration.” “Remove” removes the record (the keys themselves are not deleted). This list appears once an action needs a channel (→ My Settings)
• When it couldn’t be operated: The “AI execution” badge shows something like “Channels AI cannot operate: X DM (Not set up).” The execution record shows “AI cannot operate this channel (Not set up).”
• How X DMs are sent: You send the first message yourself in X. The AI writes the draft and keeps the record. After you approve and send it, tell the AI “sent”

Detailed settings

Reading and organizing the list

• Each row shows the status (“Draft,” “Running,” “Paused,” “Done”), visibility (“Organization,” “Private”), the number of steps and branches, the number of customers in each current step, “Stalled” steps, the number who “Achieved,” the owner, and the source customer list
• You can search for a journey by name in the search box. Filter by owner and status, and choose the sort order from “Manual,” “Recently updated,” or “Name”
• People who can edit can use “Rename,” “Assign or remove tags,” “Place or move to a folder,” “Move up,” and “Move down” from ”…” on a row

Stalled customers

Each step has a set number of “Days before a customer is considered stalled.” Customers who have been in the step longer than that number of days become stalled customers. The “Goal” and “Exit” steps aren’t evaluated. You can see the number of days in the “Settings” tab, and to change it, ask the AI.

Who can see and edit

• A journey can be seen by people who can see the source customer list. Visibility is the same as the source customer list. Customer names appear only for those who can see them in the customer list
• Starting, pausing, and resuming, saving the run time, changing the name, tags, and folder, and Addness it can be done by editors and above of the source customer list
• If someone other than the owner changes the run time, the AI’s automatic handling of events such as payments stops. When the owner allows it again, automatic handling resumes
• The pending approvals page shows up to 50 at a time. Load the rest with “Load more approvals”

This article is based on the screens as of October 21, 2026.

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