Journeys: Frequently Asked Questions

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

# In this article

# Can I copy a journey to another project?

Yes! In March 2023, we released an update that makes this possible. See Managing Journeys for more information on how to do this.

# Can I set quiet hours in a journey?

Yes, you can! You can find the option to set quiet hours for a journey campaign under Delivery in the message tile settings menu.

# Can I view and restore previous versions of a journey?

Yes, you can! Use version history, to see a timeline of the changes that have been made to a journey and restore a previous version if you need to roll back some changes.

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

Yes! There are a couple of ways to accomplish this:

• You can use a Yes/No Split tile to check whether users meet your exit criteria at a specific stage of your journey.
• You can set up an Exit Rule to check whether users meet your exit criteria at any stage of your journey.

# 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.

• Wait five minutes after turning on a journey before triggering the journey with a List Subscribe event

  When you subscribe a user to a list shortly after turning on the journey, they may not be added to the journey, due to a caching issue. To prevent this, we recommend waiting five minutes after turning on a journey before adding users to the journey with a List Subscribe event.

# I've been testing my journey multiple times and should have received the same campaign more than once. What's going on?

You can only send a given marketing campaign to a user once in an 18-hour period. If you try to send the same campaignId to an email address multiple times within 18 hours, Iterable will block any subsequent sends.

To get around this limit for testing purposes, try testing the journey with an alias (yourname+123@yourcompany.com) or a separate email address that you also have access to.

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

Turning off a journey prevents 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 a message tile to a journey creates a new campaign.

# How can I change the template of a running journey campaign?

Open the journey, double-click the message tile for the campaign you want to update, 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! 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 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.

  

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

Click Test journey and turn 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 won't 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?

The person icon on a tile represents the number of users who are finished with the tile and are waiting to move on to the next one.

If you're seeing a large number of users on a journey tile, there are a couple of possible explanations:

• Delay tiles – You should expect to see users in delay tiles while they're held until the specified delay is complete (especially if the delay time is long).

• A large influx of users added at the same time – If a significant number of users are added to a journey at the same time, you may see a high user count on a tile while the journey finishes processing the queue. If you continue to see high user counts that do not decrease after refreshing the page, it may be a sign that your journey is processing users more slowly than expected.

To troubleshoot potential issues, click the person icon on a tile to see a list of users currently in the tile, when they entered the tile, and when they're scheduled to leave it.

To learn about preventing slowdowns in journeys, 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 Yes/No Split tile, make sure to select the option to filter by Only properties from the specific event that started each user’s journey.

# What happens to a campaign when I delete a message tile from a journey?

When you delete a message tile from a journey, the campaign is not deleted — it's still listed on the Campaigns page. The campaign's state stays the same, and all of the campaign's metrics are still viewable on the Campaigns page and in Messaging Insights. However, on the Journeys page, the campaign no longer appears in the list of campaigns asssociated with the journey.

# I updated a Time Delay tile, but my users aren't staying in the tile for the right length of time. What's going on?

When you edit a Time Delay tile, the updated delay time only applies to users who enter the tile after you've edited it. Users already in the Time Delay tile are delayed for the original amount of time.

# Why can't I publish my journey?

You can't publish a journey if it contains a loop (a section of the journey that sends users back through a tile multiple times). If you need to perform a check more than once in a journey, consider using several filter tiles or a Hold Until delay tile.

# Other questions?

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