How can I remove tiles from a live customer journey?

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Posted on by Eddie Telfast

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We have a journey which has been live for a couple of months and we'd like to make some changes to it. Remove some 'wait' tiles and some 'conditional if/when' tiles. However while i've been trying to edit the journey it somehow doesn't seem possible to do this? Surely this a very basic functionality which must be achievable..? Deleting a 'wait for' tile impacts no-one.

With over 50 tiles in the journey it's a bit too long and complicated to copy. As the journey is triggered by those who have submitted a form we also can't copy the journey without also re-sending the journey to those who have already started it. At least not without creating numerous exclusion segments. Creating a duplicate journey will also make reporting very cumbersome.

All we want to do is remove a few tiles that have no impact on the emails received by our subscribers. Why does this seem so complicated???!

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Nya 29,060 on at

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Hi,

The steps of a live journey cannot be modified even the journey has been stopped.

Only the few pieces of information that do not affect previous operations can be modified, such as the End date and time or the name of the journey.

For the situation you describe, the best solution is to

stop the current Customer Journey

save the current Journey as a Template

create a new Customer Journey using this Template

delete the Tile you don't need

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.

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