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Pausing and restarting a customer journey

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Posted on by SimonaA

Hi All,

I would like to implement some changes to an older customer journey. For this I will need to pause the customer journey, implement my changes and restart it again.

Before doing this, I would like to figure out what happens to the contacts already in the customer journey? Will they just continue their progress or will they be impacted in any way?

Simona

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Qingqing Xin on at

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Hi SimonaA,

This depends on whether the time to pause the customer journey and modify the content is before or after the official start time.

The customer journey here I set up is to send emails.

If the email is changed before the official start of Customer Journey, the email sent to segment is the one that was replaced.

At first, I set the email of Set background. Before the official start at 2:00 pm, I changed the email of Test Email. The result shows that the email received by segment is Test Email.

If the email is changed after the official start, the email sent to segment is the first one before.

Email set at the beginning

After the pause, change the email and restart.

Regards,

Qingqing Xin

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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SimonaA 5 on at

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Dear Qingqing Xin,

thanks a lot for your answer.

In my case, would like to implement some changes months after the journey has been originally started - that means that at the moment there are over 500 contacts in the journey at various stages. The journey is quite complex with multiple gateways and workflows.

Is my understanding correct that in case I restart the journey, the contacts who have been processed at certain milestones will not be impacted. Do you know what happens to the ones who are in the state of 'being processed? Will they just continue to journey when the customer journey is 'made live' again after the changes?

Thanks,

Simona

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Qingqing Xin on at

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Dear SimonaA,

Yes, the contacts who have been processed at certain milestones will not be impacted.

Those who are in the state of ‘being processed’ perform a modified consumer journey. If you want to modify the journal, you can just edit it without pausing or anything.

Regards,

Qingqing Xin

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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