Every workflow designed using Journeys brings together multiple personas, each playing a critical role in moving the process forward. These personas may operate across different tools, systems, and departments, but Journeys helps integrate their actions into a unified, automated experience.
Below are the key personas commonly involved in journeys:
Note: These personas may differ by department, but the underlying roles stay consistent.
Admin
In Journeys, an Admin is responsible for designing, configuring, and managing journeys for their department. Admins build workflows that span multiple phases and involve various teams, helping ensure operational tasks are automated, tracked, and completed on time.
Working in the Agent Portal, under Global Settings, Admins create journeys using templates or from scratch. They define phases and activities, add stakeholders, configure task automation, and set rules for accountability. Their goal is to streamline complex workflows and reduce delays caused by manual coordination.
Initiator
In Journeys, an Initiator is the person who starts a workflow, such as employee onboarding, offboarding, or crossboarding, from the support portal or Agent portal.
Initiators can be any requestor or agent, and their roles are customizable for each journey. For instance, in onboarding journeys, the HR Operations team, designated as agents, might serve as initiators. Conversely, for offboarding, all employees could be initiators, as they initiate the process when they resign.
In the Support Portal, an Initiator can view journeys configured by admins under All Journeys. Select the appropriate journey to initiate a request. You will be prompted to fill out the initiator form defined by the admin. The required details vary based on the journey type. For example, in an onboarding journey, you may need to provide the new hire’s name, reporting manager, personal email address, and other relevant information.
After you submit the form, the journey request is triggered. Tasks or tickets are automatically assigned to the appropriate stakeholders or agent groups for fulfilment.
Journey Request Owner
As a Journey Request Owner, you are responsible for overseeing the lifecycle of a journey request initiated by another user. Your key responsibilities include ensuring the journey progresses smoothly, is completed on time, and updating journey data through the initiator form or individual activities, if required. Once a request is assigned to you, you can track and manage it from the Agent Portal.
Other Stakeholders
Other stakeholders in a journey can vary based on the use case and the business process being automated. Below are commonly involved stakeholder apart from the above.
New Hire / Guest – A guest user is typically someone who does not have full access to internal systems. This often includes new hires, but could also refer to contractors, interns, or third-party collaborators who need temporary or limited access. They are common in onboarding journeys. Responsible for tasks such as submitting documents, accessing systems, or acknowledging policies.
Reporting Manager – Participates in multiple journey types, including onboarding, cross boarding, promotions, and exit processes.
Agents – Includes IT Agents, Facilities Agents, and others who fulfil service requests. Responsible for tasks such as provisioning laptops, creating email accounts, granting access, and more.
Existing Employee/Buddy – Responsible for completing assigned tasks like filling forms, signing documents, or updating details.
