The SI Journey: Watching AI Work for Each Contact
A live view of how SI is engaging each person in your pipeline
What It Is
The SI Journey is a per-contact screen that shows you exactly what SI has been doing for a specific person. You access it from any contact record by navigating to Sales > Contacts, selecting a contact, and clicking SI Journey.
This is not a settings page — it is an observation window. It shows the results of SI's autonomous decisions: how it scored this contact, what it sent, through which channels, what worked, and what it plans to do next.
The SI Journey screen has four main sections:
Contact Header — The contact's name, pipeline phase and stage badge, "SI Active" status indicator, and an Engagement Rationale button that shows SI's reasoning for its current approach to this contact.
Engagement Score Card — The contact's current score (0-100), trend direction (rising, stable, or declining), lifecycle classification (prospect, opportunity, customer, churn risk, advocacy), the AI's recommendation (continue automation, needs human, increase frequency, etc.), and an AI-written summary explaining the score in plain language. A Re-score button lets you trigger a fresh evaluation on demand.
Stats Cards — Three cards showing Total Touches (with a channel breakdown: emails, SMS, calls), Total Days in the pipeline (with date range), and the current Pipeline Stage.
Engagement Timeline — A chronological feed of every SI action, filterable by channel (All, Email, SMS, Calls, SI Actions). Each entry shows the action type, status (pending, opened, clicked, replied, ignored), channel, confidence score, and timestamp.
Zyntro SI Activity — A summary card showing total SI actions, engagement percentage, channels used, and outcome breakdown (opened, pending, etc.) for the recent period.
Why It Matters
The SI Journey answers the question every business owner asks about autonomous AI: "What is it actually doing?"
When SI is running across dozens or hundreds of contacts, you need a way to see the specifics — not just aggregate dashboards, but what happened with *this* contact, *this* week. Did SI send an email? Was it opened? Did the contact reply? Did SI follow up appropriately? Is the engagement score moving in the right direction?
The Journey view makes SI's behavior transparent and auditable. You can see exactly why SI made each decision, what content it used, and whether it is working. If something feels off — SI is too aggressive, too quiet, or using the wrong angle — you can see it here and intervene.
How It Works
Reading the Engagement Score Card
The score card is the most information-dense element. Here is how to read it:
- Score (e.g., 85/100) — The contact's overall engagement health. Higher is better. Calculated across six dimensions: communication responsiveness, meeting attendance, content engagement, website activity, call quality, and intent signals.
- Trend (↑ rising / → stable / ↓ declining) — Whether engagement is improving or deteriorating over time.
- Lifecycle (e.g., "opportunity") — Where this contact falls in their buyer journey: prospect, opportunity, customer, churn risk, or advocacy.
- Recommendation (e.g., "Needs human") — What SI recommends as the next course of action. This drives SI's behavior for this contact.
- AI Summary — A plain-language explanation. For example: "Brandon is a highly engaged SQL in the WIN pipeline phase. He exhibits clear, high-intent behavior including multiple successful appointment bookings, active exploration of product features, and proactive communication via SMS."
Reading the Timeline
Each timeline entry shows:
- The SI action type (email sent, SMS sent, call triggered, skipped, human handoff)
- The SI flag (what triggered the action: cadence scheduled, signal response, re-engagement, proactive outreach)
- The channel and confidence score
- The outcome status (pending, opened, clicked, replied, ignored)
- The timestamp
You can filter by channel to isolate just emails, just SMS, just calls, or just SI-specific actions (skips, handoffs, micro-conversations).
Examples
You see a contact with score 85, rising trend, and a Needs Human recommendation
This means the contact is highly engaged and showing buying signals. SI has recognized that this is a moment for personal attention — not more automation. Click **Engagement Rationale** to see why SI flagged this. The AI summary will explain the specific signals (appointment bookings, proposal views, positive SMS sentiment). This is your cue to reach out personally.
You see a contact with score 30, declining trend, and 5 consecutive ignored emails in the timeline
Email is not working for this contact. Check whether SI has already attempted a channel switch (look for SMS or call entries in the timeline). If not, the cadence settings may not have SMS or calls enabled for this pipeline phase. Consider enabling additional channels in **Settings > Segmentation Intelligence > Comms Frequency**.
You see SI: Skipped entries in the timeline with cadence scheduled flag
SI evaluated this contact and decided not to act — either because the cadence limit was reached for this period, the minimum gap since the last touch has not elapsed, or the engagement score recommendation suggested reducing frequency. This is SI exercising restraint, not a malfunction.
