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 29,056 on at

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RE: How can I remove tiles from a live customer journey?

Hi,

Unfortunately, the tiles cannot be deleted from a live journey.

Please follow the next steps to remedy this:

1. Create a segment to filter out the contacts who have been processed by the original journey (i.e. the live one).

2. Convert the original journey as a template and create a new customer journey with the template. Delete the tiles which you'd like to delete.

3. Set the audience of the new journey as including the original journey's segment but excluding the segment created in step 1. It would be something like the following:

4. Stop the original journey. Go live the new one.