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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Possible to edit live ...
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Possible to edit live customer journey in new customer journey editor?

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Posted on by Adner 129

Hi!

We are reviewing the new customer journey editor that is part of the wave 2 update. We have noticed that it is possible to add new tiles to a live customer journey, by clicking "Edit". In the attached image we have added a "wait until" and an email tile to a live customer journey. As I understand it, it was not possible before to add new tiles to a live customer journey. Is this a new feature in wave 2?

In our test the tiles are correctly added but the contacts get "stuck" in the "Wait until" tile. 

3225.Capture.PNG

Thanks,

Andreas

  • fcord Profile Picture
    fcord 15 on at
    RE: Possible to edit live customer journey in new customer journey editor?

    based in this topic, i have another question!

    I've inserted the wrong event in the event tile, the journey is live but I want to stop it to edit and change for the right event. when i go live again, will the journey start from the beginning or catch up where it was before?

    the event was the second step and i dont want the contacts to received the 1st email again....

  • Adner Profile Picture
    Adner 129 on at
    RE: Possible to edit live customer journey in new customer journey editor?

    Hi Clofly,

    Yes, both the "Wait until" and the rightmost Email tile were added during editing.

    I notice the same behaviour as you - for the newly added "Wait until" tile all the contacts get stuck in "processing".

    Also, as you mention, I don't see anything in the documentation with regard to the expected behaviour when adding tiles for "live, editable" customer journeys.

    So my assumption based on your findings and my own is that it is not possible to add tiles to a live journey.

  • Verified answer
    cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: Possible to edit live customer journey in new customer journey editor?

    Hi Andreas,

    Was the second “Wait until” tile what you added during editing? 

    From my test, it seems that even if we can add new tiles to live journey, but contacts are always under processing instead of getting processed.

    My journey is a simple email journey, and I added a phone call tile in editing status, however, the tile only shows "processing...".

    pastedimage1602059857673v1.png

    According to description of "Live, editable" status from documentation:

    The journey is currently live, but you have chosen to edit it locally. The live journey will continue to process contacts and take other actions while you work with the local version.

    In such status, it allows us to edit fields, while operation like adding tiles is not mentioned.

    https://docs.microsoft.com/en-us/dynamics365/marketing/go-live#customer-journey-go-live-operations-and-status

    pastedimage1602060534386v2.png

    In a word, although tiles are able to be added to journey under editable status, contacts won't be processed by the new tile.

    Regards,

    Clofly

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