What a journey is
Instead of explaining a step, the assistant does it with the visitor on your site.
A journey is one job a visitor wants done — returning an order, changing a password, starting an application — written down as steps the assistant can take on your own site. Instead of explaining where to click, the assistant opens the right page, clicks the right things, and narrates as it goes. Where the choice is the visitor's, it points and waits.
This is not a chat answer and not a help article. Nothing is guessed at runtime: a journey runs only the steps someone wrote down and approved.
The three kinds of step#
Every step is one of three kinds, and the difference is the whole product. It is not a setting — it decides who has the keyboard.
| Kind | Who acts | Use it when |
|---|---|---|
| Act | Pommy does it | The step has one correct outcome: open a page, click Continue, fill a field with a value it already knows. |
| Guide | Pommy points, the visitor clicks | The choice belongs to the visitor: which order to return, which delivery slot, which plan. |
| Hold | Pommy goes blind and hands-off | A password or a card number. That part of the page is removed from what the assistant is shown — not hidden from it. |
Rule: Hold is not a masked field. The region you name is cut out of the page summary the assistant receives, so there is nothing to leak. Pommy also cannot act during a hold step: it waits for the visitor to press Continue.
What it never does#
- It never takes a step nobody wrote down. A sentence on your page cannot make it click.
- It never sees what your visitors type into password or card fields.
- It only works on the addresses you verified as yours.
- A plan that has not been approved by a person never runs. Editing a live journey takes it back offline until someone republishes it.