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Lifecycle Stages

Lifecycle stages describe where a conversation sits in your customer journey. The current stage shapes the agent’s behavior — what it focuses on, which skills and tools apply, and what good looks like at that point.

What a stage defines

Section titled “What a stage defines”

Each stage can carry its own:

  • Goal — what the agent should accomplish at this point.
  • Behavior and reply style — how it should act and sound in this stage.
  • Available skills and tools — the capabilities relevant to the stage.

This lets the agent behave appropriately as a conversation moves from first contact through to resolution.

Editing stages

Section titled “Editing stages”

You can open any stage and adjust its goal, behavior, and reply style inline. Stages that come from an installed template can be reset to their template default at any time.

Section titled “Related”