My Customer Journey isn't adding new users after its initial launch. How can I make it regularly add new qualifying users without resending to those who've already gone through it?

If your Customer Journey isn't adding new users after its initial launch, it might be because its entry criteria (like an event-based segment) were only evaluated once at the time of launch. To set up your Journey to continuously add new qualifying users while preventing them from re-entering, follow these steps:

1. Change to a Scheduled Audience Entry:

   • Modify your Journey's entry trigger. Instead of an entry that's evaluated only once, use an Audience-based Entry element. This type of entry allows the Journey to pull users from a specific segment or audience.
   • Within the settings for this Audience-based Entry element, look for an option like Scheduled Launch or Recurring Entry.
   • Enable this and choose a Periodic Launch (e.g., daily, weekly, or monthly). This will make the Journey regularly re-evaluate your target audience or segment and add any new users who now meet the criteria at the interval you specify.
   • For example: If your segment is "Users who completed Event X at least 4 times in the last 30 days," a periodic launch will re-evaluate this segment daily/weekly and add any new users who now meet this condition since the last check.

2. Implement Frequency Capping to Prevent Re-entry:

   • In your Journey's main settings (often found near the Journey name or in a general configuration panel for the Journey itself), locate the Frequency Capping or Re-entry Settings. (This might also be labeled "Campaign entry limit," "Entry Limit," or similar).
   • Set this to "Allow entry once ever" or an equivalent option that restricts users to a single entry into this specific Journey. This is crucial to ensure users who have already completed or exited the Journey are not added again during subsequent periodic checks, even if they still match the entry criteria.

Summary of Recommended Configuration: * Entry Type: Audience-based Entry (using your desired segment/audience criteria). * Entry Schedule: Periodic (set to your desired frequency, e.g., daily, weekly). * Journey Re-entry/Frequency Capping: Disallowed after first entry (e.g., "once per user ever").

If you need to modify an existing, active Journey: 1. Pause the active Journey. 2. Adjust the entry element to an Audience-based Entry with a periodic schedule as detailed in step 1. 3. Configure the Journey's overall Frequency Capping to "Allow entry once ever" as detailed in step 2. 4. Resume the Journey.

This setup ensures your Journey stays effective by automatically adding new eligible users over time, while also preventing users from receiving the same Journey messages multiple times.