Journeys: Frequently Asked Questions

Have a question about journeys? We've got answers!

# In this article

# Can I copy a journey to another project?

Currently, journeys can only be duplicated within the same project, but we're working hard to add this feature soon. Stay tuned!

# Can I set quiet hours in a journey?

Yes, you can! Quiet Hours is currently available in early access—ask your customer success manager to start using it.

Once you have access to the feature, you can start setting quiet hours for the campaigns you set up in your journeys. You can find the option to set quiet hours for a journey campaign under Delivery in the message tile settings menu.

# Can I remove users from a journey after they meet certain criteria?

Yes, you can. Right now, you can accomplish this with a series of Yes/No Split tiles, but we're working hard to add an Exit Rules feature soon. Stay tuned!

# My journey's entry source is a List Subscribe—why isn't it working?

There are a couple of things that could be going on:

• Make sure your list is set up to work with journeys

  Lists that are generated with the Segmentation tool automatically work with journeys, but lists that are created from a CSV upload have to be configured to work with journeys.

  When you create a new list via CSV upload (Audience > Lists > Import List), switch the option labeled Trigger workflows from this list? to Yes. If you don't enable this setting when you create your list, your list can't ever be used as an entry source for a journey.

  

• Check which data fields you're using to subscribe users

  When you subscribe someone to a list using the emailListIDs data field, it doesn't generate a subscription event—so it won't add them to any associated journeys. To learn more, see Message Channels and Message Types Overview.

# I've been testing my journey multiple times and should have received more than one of the same email. What is going on?

You can only send one marketing template to an email address in an 18-hour period. If you've tested a journey multiple times with the same email address and aren't receiving messages, try using an alias (yourname+123@yourcompany.com).

Some email domains don't support aliases. If that's the case for you, use a secondary email address to get around the 18-hour send limit.

# Can I temporarily turn off a journey? What will happen to all the users who are currently in the journey?

Turning off a journey will prevent new users from being added to the journey. Users who are already in the journey will complete their current step and then immediately exit the journey.

You can reactivate the journey and the associated campaigns by turning it back on again.

# Can I select an existing triggered campaign to be a part of the journey?

No. Adding an Email tile to a journey will create a new campaign.

# How can I change a template in an email campaign in a running journey?

To change the template in a running campaign in a journey, double-click the Email tile and click Change template. Then, select a different template for the campaign. (The campaign name will not change.)

# Can I run A/B tests in a journey?

Yes, you can! There are a couple of ways to do this:

• To test the content of a specific campaign, add an A/B experiment to the message tile. Experiments let you test different versions of your campaign content and will automatically select a winning variant for you.

  

• To test a section of your journey, add an A/B Split tile. A/B splits can help you determine the optimal timing, sequence, and channels for your journey.

  

# Can I test my journey if its entry source is a custom event?

Yes, you can! Click Test journey and switch on the Add test data option. Then, enter some JSON to simulate the conditions of your custom event.

# My journey is live, but messages aren't sending. What's going on?

Check your message tiles. Are your campaigns activated? If a campaign in one of your message tiles is inactive or archived, users will exit the journey when they reach that tile, and they will not receive the message.

# Can I use nested dynamic lists in a journey?

While it's possible to use nested dynamic lists in a journey, we generally don't recommend it—depending on your journey setup, using a nested dynamic list can significantly slow down your journey's performance. See Optimizing Journey Performance to learn more.

# Can I delete a journey?

Journeys can be archived, but not deleted. You can view and restore your archived journeys from the Archived tab of the Journeys page.

# There are a lot of users stuck in one of my journey tiles. What's going on?

If users enter a journey faster than it can process them, you may see users build up on individual journey tiles.

The user badge on a tile represents the number of contacts who are currently finished with that tile and are waiting to move on to the next one. However, this doesn't necessarily mean that the tile is processing slowly.

You may see a user count on delay tiles as contacts wait for the delay to expire. If a significant number of contacts are added to a journey at the same time, you may see a user count until the journey finishes processing the queue.

If you continue to see user counts that do not decrease after refreshing the journey page, it may be a sign that your journey is processing users more slowly than expected. To learn more about preventing slowdowns, see Optimizing Journey Performance.

# Can I use custom events in journeys?

Yes, you can! You can use a custom event to add users to a journey.

You can also set up your journeys to send different messages to users based on whether or not a custom event has occurred or been updated.

For example, let's say your company helps users find and book flight deals, and you have a custom event called booking. You could set up a journey that reminds users to check in for their upcoming flight, but you want to make sure not to send the reminder message if they've updated or canceled their booking.

You could set up a Yes/No Split in the journey that checks for a bookingUpdated or bookingCanceled event with the same bookingID as the original booking. If there is one, the user will be routed to the Yes path (as in, "Yes, this flight has been moved or canceled), and the journey won't send the check-in reminder message. If there has been no change, the user will be routed to the No path, and the journey will send the reminder message.

When you set up the A/B Split tile, make sure to select the option to filter by Only the event that triggers this journey.

# Other questions?

To get more help with one of your journeys, reach out to your Iterable customer success manager.