How can I safely edit a live Customer Journey without losing the users who are already in it?

Editing a live Customer Journey in place is possible, but structural changes (for example replacing a Wait for Trigger block with a Condition split) can drop users who are currently parked at the step you change, because the system cannot move them into a new, structurally different element.

Note on naming: the element formerly called "Segment split" is now called Condition split in the Customer Journey Builder. It can branch by Segment, Tag, or Event attribute.

Option 1 — edit the live Journey in place

1. Open the Journey and choose Pause to edit from the campaign's dropdown menu. An active Journey cannot be edited until it is paused.
2. Make your changes. If you delete an element, reconnect the remaining elements to each other.
3. Click Re-launch campaign.

Important: pausing is not free. While the Journey is paused, no new users enter it, and some users who are already inside can be lost:

• A user sitting in a Time delay whose send time elapses while the Journey is paused will drop off.
• A user waiting in a Wait for Trigger element whose waiting period expires while the Journey is paused will be lost.
• A user waiting on an "opened / not opened" split whose wait time expires while the Journey is paused will drop off.

Also note that deleting an element permanently discards that element's statistics.

Option 2 — clone, launch the copy, then retire the original

For large structural rewrites this is usually safer, because the original keeps running untouched while you build the replacement:

1. Clone the Journey. In the Journeys list, open the options menu next to the campaign and select Clone.
2. Modify the clone. It is a draft, so your edits do not affect the live Journey.
3. Launch the clone. It starts accepting all new users who match the entry criteria.
4. Retire the original. Use Pause to edit to stop new entries, or Stop permanently once you no longer need it. Be aware that the drop-off cases listed above apply to users still in flight in the original Journey — pausing does not guarantee everyone finishes.

You can review who changed what, and when, in the History panel (clock icon at the bottom right of the Journey canvas).