Adaptive sequencing
If a message isn't delivered, the journey switches channels; if it's answered, the next step is decided automatically.
2CX / Journey orchestration
Journey orchestration
Turn campaigns into intelligent journeys.
Plan, automate and track journeys that combine channels, audiences and strategies in a single flow — the outreach sequence adapts automatically to the outcome of each interaction.
01Flow per campaign
Real timeJourney reorganization
MultiVoice and text channels
Core capabilities
Turn campaigns into intelligent journeys.
Plan, automate and track journeys that combine channels, audiences and strategies in a single flow — the outreach sequence adapts automatically to the outcome of each interaction.
Voice and text combined
Combine WhatsApp, email, SMS, voice and dialer in a single journey, each channel playing a role in the strategy.
Calendar and dashboards
Track planned and executed outreach by campaign, channel and stage, with real-time metrics.
In practice
Every customer responds differently. The journey should too.
Traditional campaigns follow a fixed sequence, even when customers behave differently. 2CX Flow automatically reorganizes the next outreach based on the outcome of each interaction.
- Invalid number: the customer is routed to another channel, like email.
- Viewed but not answered: a new contact is scheduled automatically.
- Declined the offer: the customer enters a new relationship journey.
- Completed the expected action: further outreach is stopped.
How it works
A hyper-personalized outreach sequence
- 01
Define the audience and the goal
Select the customers for the journey and set the expected outcome: payment, negotiation, sale, confirmation or win-back.
- 02
Design the outreach sequence
Choose channels, messages, windows and intervals, combining touchpoints into one coherent journey.
- 03
Configure decision rules
Define what happens after each outcome — delivered, viewed, answered, declined or not completed.
- 04
Run the journey automatically
2CX Flow coordinates outreach and applies the defined rules without manual execution.
- 05
Monitor and improve
Track calendars, dashboards and reports, and adjust strategy based on real results.
Applications
Where it fits
Collections and negotiation
Sequences that switch channels and approaches based on each customer's behavior and situation.
Sales
Prospecting, offer, follow-up and re-engagement journeys.
Retention
Route each customer to specific relationship or recovery actions.
Confirmations and reminders
Automate appointment, due-date and commitment confirmations.
Data updates
Campaigns to confirm, validate or complete customer data.
Onboarding
Welcome messages, guidance and follow-up for new customers.
Key benefits
What changes in your operation
- Automated outreach sequences
- Integration between voice and text channels
- Journeys that adapt to interaction outcomes
- Audience and campaign segmentation
- Less repetitive operational work
- Centralized management of responses
- Real-time monitoring
- More contact and conversion opportunities
2CX ecosystem
Connected to the other solutions
Next step
Your next conversation could change your operation.
Talk to a specialist and design an evolution scenario for your contact center.