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Change a published customer journey

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Posted on by kjoniXen

As far as I understand, best practice to change a published/running journey is to stop, save as template and then new based on saved template.

But how do I avoid that my contacts that has been through the journey starts over again

(My journeys start with segments or marketingform)

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Aga M on at

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Hi kjoniXen,

Thank you for the question.

The best way to modify a published/running journey is to use the editing functionality. Upon pressing the [Edit] button in the top ribbon, the journey moves into "Live, Editable" state, where you can change e.g. its end date or messages used in the journey.

That way your contacts can seamlessly finish the original journey, without a need of creating the new one.

Best Regards,
Aga

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nickellis74 90 on at

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I realise this is a response to quite an old thread, but...

What I need to do is to add a new step to a published Customer Journey. Basically the journey has been running for a couple weeks and we have now realised we need an extra action. Like the OP, we don't want to force our contacts through the whole journey again, but we also don't want to change the journey up to this point for the new contacts. We just want to stick "Wait two weeks, then if contact field x = value y send this email".

Is that possible? The only alternative I can see is to create two new journeys - one to do the extra step on the existing contacts, the other to be the entire new journey (and for that one I'd also have to create a segment excluding contacts created before today). That seems absolutely bonkers (and frankly not good enough given the cost of the software) so for now I am going to assume there must be another way.

Any and all help gratefully received!

Thanks

Nick

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MRCBob 55 on at

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+1

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Lauren24 9 on at

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I have encountered something similar but found a work around that works for us. We had multiple campaigns running when we switched to dynamics, so we did not want customers receiving duplicate emails. To avoid this, we set up a marketing history field on the contact that contains all the emails they've ever been sent, and then I designed the journey using an attribute branch to check this marketing history field to see if they have already received the email. If they have, then they will go down the left side and bypass the email they already received (and if they are new, they will go right and get the email). I repeated this loop for all emails so that I could make one journey where contacts already participating would not receive duplicate emails, but new contacts can also go down the full journey. Hope this helps!

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