Automation journeys

Updated

When a profile enters an automation, they start a journey. You can follow each profile’s history through an automation like the deliveries they’ve received, conversions, and when they entered/exited. You can find them in the Journeys tab of an automation.

A running automation is selected. The title in the top left reads Welcome Series. Under the title is a horizontal list of tabs. The last one on the right is selected and reads Journeys.
A running automation is selected. The title in the top left reads Welcome Series. Under the title is a horizontal list of tabs. The last one on the right is selected and reads Journeys.

View and troubleshoot journeys

Journeys help you track each profile’s current or historical pathway through your automation. This helps you troubleshoot issues like profiles not proceeding in your workflow or exiting automations when you’d expect.

To access individual journeys, go to the Journeys tab of Automations or a profile.

campaign-journeys-example.png
campaign-journeys-example.png

In this automation, you can see this profile entered the automation at 4:51pm and left it at 4:58pm, a short journey! You can see how the profile was impacted by each workflow action along the way.

Learn more about using this page to help you troubleshoot why profiles aren’t entering or why profiles aren’t receiving messages when you’d expect.

When journeys begin

If your automation doesn’t have filter conditions, the journey starts immediately when a profile matches your trigger criteria.

If the automation has filter conditions, the following happens:

  1. For legacy segment-triggered automations, a journey starts as soon as a profile matches the automation’s trigger conditions. If they don’t match the filter conditions, they’ll wait to continue your workflow until they meet these conditions or exit after a period of time. Learn more about how we evaluate filters for legacy segment-triggered automations.

    You know you’re using a legacy segment trigger if the trigger panel has filter conditions; the latest segment trigger does not have filters. Check out Triggers with segments for more on the differences.

  2. For automations triggered by an event, object, relationship, date or form, a journey starts after the trigger conditions AND filter conditions are met. Keep the following in mind:

    • If the profile does not meet the filter conditions when we receive the event, we will retry for up to 30 minutes.
    • If the profile matches your filter conditions within 30 minutes, they start a journey.
    event-trigger-with-filter.png
    event-trigger-with-filter.png

When journeys end

When journeys end depends on your exit conditions, which you can modify in your automation’s settings.

campaign-exit-criteria-default.png
campaign-exit-criteria-default.png

You know a profile exited if the journey shows “Exited early” or “Finished”.

journey-done-statuses.png
journey-done-statuses.png

The journey log will show “Left automation” next to the timestamp.

campaign-journeys-example-left.png
campaign-journeys-example-left.png

Manually end a journey

You can end a journey for a profile from the Journeys tab of an automation or a profile.

A running automation is selected. The title in the top left reads Welcome Series. Under the title is a horizontal list of tabs. The last one on the right is selected and reads Journeys.
A running automation is selected. The title in the top left reads Welcome Series. Under the title is a horizontal list of tabs. The last one on the right is selected and reads Journeys.
  1. Click the journey you want to end.
    campaign-journeys-active.png
    campaign-journeys-active.png
  2. Then click End this journey on the right.
    campaign-journeys-end-this-journey.png
    campaign-journeys-end-this-journey.png The journey will update to “Exited early.” And you’ll see this as the reason: “The profile was manually removed from the automation.”
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