---
title: "Design the conversation journey"
description: "Create a clear route from the customer request to the desired outcome."
language: en
canonical: https://mrailabs.com/docs/en/knowledge-and-behavior/conversation-builder/
published: 2026-07-13T18:51:40.226212
last_verified: 2026-07-13T18:51:40.226212
audience: "For account admins"
availability: "Beta feature"
---

# Design the conversation journey
Conversation Builder organizes stages, goals, and transitions without replacing the underlying business knowledge.

## What to do

1. Define the purpose and completion condition of each stage.
2. Collect only the customer information needed at that point.
3. Publish the draft and test normal, incomplete, and unexpected paths.

> **Good practice**
> Keep a human escape route for cases the automated journey cannot safely complete.

[Open Design the conversation journey](/client/knowledge-base/conversation-builder)