> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/chat/customer-journey.md).

# Customer Journey

Customer Journey is a timeline of events in Cekat.AI, split into two categories: Internal and External.

* Internal events include Session Started, Session Ended, Pipeline Changed, Label Removed, Label Added, Agent Human Assigned, Agent AI Response, Incoming, Outgoing and Agent Human Resolve.
* External events include page views, CTWA clicks, button clicks and forms.

## How to open Customer Journey:

{% stepper %}
{% step %}

### An internal or external event has taken place

{% endstep %}

{% step %}

### Click Chat in the header bar

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FpL9qCJTu5dJ3Jmo68yaG%2Fimage.png?alt=media&#x26;token=56932e87-6404-4dde-9605-b140e4c52d9f" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Click Contact in the sidebar

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FKFzX1nKiWCbU7frliiC7%2Fimage.png?alt=media&#x26;token=ee6cda44-7c2c-4e39-89e1-50e8eb5ffdba" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Choose the Conversation tab

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FssugAbNROlqUM2mFIyU6%2Fimage.png?alt=media&#x26;token=eb623fed-9c29-4330-be0b-eb9a6177e27f" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Choose a conversation

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FG4xYf37ttyad4xc0Mjvr%2Fimage.png?alt=media&#x26;token=74096d45-e8f2-476a-9ab7-6967591bc9f8" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Click the Customer Journey icon

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2F8uHiybF97x1PP6TTdhYJ%2Fimage.png?alt=media&#x26;token=25f5f7a7-6235-47bd-9e82-c4392d698f8d" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}