How do session limits and segment entry rules work in a customer journey?

Session limits and entry rules control when and how often a user joins a journey. These settings live on the entry element of each journey.

Per-journey scope

Session and re-entry settings apply only to the journey where you set them. They do not change how other campaigns in your project behave.

Active sessions

On a Trigger-based entry you choose between:

• One active session per user (default) - a user cannot be in the same journey twice at once. They must complete or exit the current session before starting a new one.
• Multiple active sessions per user - requires a session identifier attribute (for example order_id) that is present in the entry event and in every Wait for Trigger and Conversion Goal used by the journey. Without it, the event is applied to all of the user's active sessions.

Re-entry

Can users re-enter the campaign? decides what happens when a user who is already inside the journey triggers the entry event again:

• Do not allow re-entry (default) - the new trigger is ignored and the user continues their current session.
• Allow re-entry - the user is removed from their current session and re-entered with a new one, starting from the first step.

Re-entry does not control how many sessions run in parallel - that is the active sessions setting above.

How often a user may come back

To cap how often the same person can enter the journey at all, use Settings > Campaign entry limit on the canvas: once in a lifetime, once a day, once a week, once a month, or once in three months. The period is counted from the moment the user entered the journey.

You can additionally restrict when entry is possible: Allow entry at any time or Limit entry to the specific period.

Audience-based entry and restarts

For an Audience-based entry with a recurring schedule, users who are already inside the journey at the moment of the next start do not enter again - they stay at their current step and continue from there. For a one-time entry you also choose who is eligible: Existing users only (default), Existing + new users, or New users only.

A user starts the journey from the beginning only when the entry element conditions, the re-entry setting and the campaign entry limit all allow it. If any of them blocks the user, they do not enter.