5 Sep 2025: Interrupting triggers

Ricardo Updated by Ricardo

Introducing Interrupting Triggers: Jump between journeys

We're addressing one of your most frequently requested features: the ability to define special keywords that let users instantly jump to a specific journey, no matter where they are in your flows.

The Problem You've Been Facing

Long, complex journeys are sometimes necessary, but they can become frustrating traps for users. Someone might be deep in a multi-step process and realize they need to start over, access the main menu, or switch to a completely different task. Until now, there was no clean way to let them escape – they were stuck clicking through screens or abandoning the conversation entirely.

How Interrupting Triggers Work

You can now define special keywords (like "menu", "home", "help", or "start over") that instantly transport users to a designated journey, interrupting whatever flow they're currently in.

You easily can set this when creating or editing a trigger:

Now, whenever a user types "menu" – whether they're 10 steps into a payment flow or lost in a troubleshooting tree – they're immediately taken to your main menu journey. It's like having a universal "home" button that works anywhere in your system.

Real-World Applications

  • Home menu: by far, the most practical application of this is a "menu" trigger that takes people back home. From an emotional perspective, this creates a lot of safety and reassurance to your users, as regardless of what path they take, they can always come back home.
  • Speak with a person: Let users type "agent" at any point to jump directly to a person, regardless of where they are in your automated flows.
  • "Hey, Siri": have an AI agent that can be invoked from anywhere in your service, that can then route people to the right place using natural language.

  • Best Practices

A few suggestions as you implement escape keywords:

  • Tell Users about them: Make sure users know these keywords exist. Consider mentioning them at journey start points or during longer flows.
  • Keep keywords simple: Choose words that are intuitive and easy to remember. Avoid keywords that might come up naturally in conversation.
  • Reserve them for special occasions: with great power, comes great responsibility. If you make everything an interrupting trigger, that increases the changes of people accidentally triggering them, which makes for a poor user experience.

  • A Small Feature with Big Impact

While interrupting triggers might seem like a simple addition, they fundamentally change the user experience. They transform journeys from rigid paths into flexible conversations where users always have control. No more feeling trapped. No more dead ends. Just a simple, reliable way to reset and start fresh whenever needed.

This feature has been one of your most requested additions, and we're glad to finally make it available. Start implementing them in your journeys today and give your users the freedom to navigate on their own terms.

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1 Sep 2025: More modular Journeys

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