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How do I edit a customer journey

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Posted on by CallumSF

Hi,

We have a live customer journey which I've gone to edit but it won't actually let me edit anything.

I need to update the task details, the confirmation email sent, some of the branches. Unless I'm missing something massively obvious it seems strange that I have to create a brand new journey every time I want to tweak something. This will really skew up our numbers.

Any ideas?

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lise-MS365-Marketing 40 on at

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RE: How do I edit a customer journey

Thanks for the help. But that you cannot edit a live journey and have to go through those extra steps is completely bananas. How are other users supposed to follow the countless exclusion segments we will have to create for all the other future customer journeys that we might want to edit at some point. This will lead to such a clustered interface. Unbelievable! This has to get fixed!
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Nya 29,058 on at

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RE: How do I edit a customer journey

Hi CallumSF,

Eline's answer is correct.

As a complement, the following options can be more effective in solving your problem.

stop the current Customer Journey

save the current Journey as a Template

create a new Customer Journey using this Template

edit the details

It allows the creation of a new journey while avoiding the tedious reconstruction of steps.

Of course there may be a scenario where the original journey has already processed a part of the contact and you want the new journey not to duplicate that part.

For this scenario, a Segment can be created to filter out the contacts that have already been processed by the original journey.

After saving and going live the segment, set it as the Exclusion segment audience of the new journey, so that they will not be processed by the new journey.
ElineB 274 on at

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RE: How do I edit a customer journey

Hi Callum,

I am also just a user (or consultant). ;-) But I don't expect that it will be in the pipeline. Maybe you can try the realtime marketing designer. I don't exactly know if it is possible there. But the documentation will guide you through.

Succes!
CallumSF 60 on at

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RE: How do I edit a customer journey

This seems like a massive oversight! Who designed it that way?

We were able to fully edit in HubSpot.

Is it in the pipeline to be able to edit?
ElineB 274 on at

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RE: How do I edit a customer journey

Hi,

Unfortunately, that is not possible anymore. Live Customer Journeys have restrictions in editing.

https://docs.microsoft.com/en-us/dynamics365/marketing/go-live

Best Regards,

Eline