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

Directly modifying a live Customer Journey, especially by replacing one type of element with another (e.g., changing a "Wait for Trigger" block to a "Segment Split"), is not recommended. Users who are currently at a waiting step within the Journey will be dropped from the flow because the system cannot redirect them to a new, structurally different element.

To update a live Journey safely without losing users, follow this recommended procedure:

1. Clone the Journey: Navigate to your list of Journeys, find the one you wish to edit, and use the "Clone" option to create an identical copy.

2. Modify the Cloned Version: Open the cloned Journey and make all your desired changes. Since this is a new draft, your edits will not affect the original, live Journey.

3. Launch the New Journey: Once you have finalized your edits, save and launch the new, cloned Journey. It will now begin processing any new users who meet the entry criteria.

4. Pause the Original Journey: Return to your original Journey and pause it. This action prevents new users from entering the old flow. Any users who were already progressing through the original Journey will be allowed to complete it as intended.

This method ensures a seamless transition. The old Journey is gradually phased out as its existing users finish their path, while the new, updated Journey takes over for all incoming users.