Add a Journey to a Case

Use Journeys to track a Case's lifecycle.

Last Updated: December 5, 2022

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Add a Journey

You can add a Journey to a Case if there are certain steps that need to take place in order to resolve the Case. Only one Journey can be added to a Case. You can easily add a Journey to a Case in the CX Manager. Let's learn how!


  1. Access the Case you wish to add a Journey to. You can find Cases using the Site Search bar at the top or the individual search bar in the Cases view.
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  2. In the Case panel, click the Actions button, then click on Add Journey.
    screenshot of the case panel with the actions button and add journey highlighted
  3. Select the Journey you wish to add from the picklist, then click the Add Journeybutton. 
    screenshot of the journey selection panel with the add journey button highlighted
  4. Click on the new Journey tab in the Case panel.screenshot of the case panel with the journey tab highlighted
  5. Click the Complete Stage button to progress the Journey forward or the Previous Stagebutton to move it back. 
    screenshot of the journey tab with the previous stage and complete stage buttons highlighted
  6. The Journey progress can be seen in the Journey tab or the Events tab.
    dual screenshot of the case panel on the events tab and the journeys tab
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