Why are new users not entering my segment-based Journey after it has been launched?

When you launch a Journey using a segment as the entry point, the system takes a one-time "snapshot" of all the users who meet that segment's criteria at that exact moment. Only those users will enter that specific Journey instance.

This means that any user who meets the segment's criteria after the Journey has already started will not be automatically added to that running Journey. This is the expected behavior for a one-time launch.

If you need to automatically include new users who qualify for a segment over time, you have two main options depending on your goal:

• For recurring campaigns (e.g., daily or weekly onboarding): Use the Scheduled Launch option when setting up your segment-based Journey. This allows you to run the Journey on a recurring schedule (e.g., every day at 9 AM). With each new launch, the system will take a fresh snapshot of the segment, including any new users who have been added since the last run.

• For real-time, trigger-based campaigns (e.g., immediately after registration): The best approach is to use an Event-based Journey entry instead of a segment-based one. You can configure the Journey to start the moment a user triggers a specific event (like user_registered). This ensures immediate and dynamic entry into the Journey based on user actions.