Modifying a Customer Journey after it has been launched and users have already entered it can lead to unexpected behavior and inaccurate statistics.
Changes made mid-journey (like altering events, adding/removing steps, changing delays or filters) can disrupt the flow for users who are already partway through. This may cause:
- Users getting stuck or not progressing as expected.
- Inconsistent message delivery.
- Inaccurate reporting in the journey statistics.
Recommendation: If you need to make significant changes to an active Customer Journey, it is best practice to:
- Pause the current journey to prevent new users from entering.
- Clone the journey.
- Make the necessary modifications to the cloned version.
- Launch the new, modified journey.
- Allow the original journey to finish processing users already in it, or manually stop it if appropriate.
This ensures all users entering the flow experience the intended logic from the beginning, leading to more reliable behavior and accurate statistics.
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