When a Customer Journey is paused, the process of calculating the audience for the entry segment is interrupted. If the journey is resumed without the correct setting, the audience may not be re-evaluated, which prevents users from entering the campaign and can result in zero activity.
To ensure users can enter the journey after you resume it, you need to enable the "Re-enter audience into campaign upon resuming" option.
Here’s how to configure it:
- If your journey is active, pause it first.
- Click on the Audience-based Entry element at the beginning of your journey to open its settings.
- In the settings panel, find the section labeled "After resuming the campaign".
- Enable the option "Re-enter audience into campaign upon resuming".
- Save your changes and resume the journey.
This setting ensures that when the journey becomes active again, the system will recalculate the audience segment, allowing all eligible users to enter the campaign as intended.
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