Ability to Edit Journey Orchestrator Programs

There’s a BETA right now for the new JO which I believe is where this idea is being developed. Not sure on the GA for the beta, but since it is active right now it would likely be in the next 1-2 quarters if I had to guess.

Are there any updates that can be shared on this? Something that’s available now, or possibly planned for GA in January?

In Dynamic we still cannot update a filter in the query.  In the original Programs there was a work-around to Pause the Program, make the update and re-publish.  Dynamic Programs that are paused do not allow query changes.  Our current use case is to change the number of days we are looking back to add participants from 5 days to 20 days, so we are not adding or removing fields, just making a small adjustment to a filter.  Rules allows us to do this at anytime without issue, but the save button is greyed out in Dynamic Programs.

We’ve come across this too @angela_domenichelli, I feel your pain!  There should be the ability to pause the program and make changes to the query.

Going to echo the call on allowing edits to a query within Dynamic Programs, even if it requires the program to be paused before doing so. This is a key feature gap that I would hope to see resolved prior to any forced migration of existing programs. 

We often run into instances where segmentation for an ongoing, habits based program needs to be adjusted to be more/less inclusive based on CS feedback and needs. This is doable within the existing Advanced Programs and is one of the key reasons we’ve held off on migrating those over to the new version. Otherwise, we’d find ourselves continually stopping/cloning which is not sustainable.

Not going to lie, “new” JO still feels very clunky and buggy:

• Can’t modify query on a Published JO Program - Am I crazy or was this easily done in the “old” JO Program. Huge step backward if we can’t do that. 
• Regularly have issues trying to load the audience (existing query just doesn’t show as existing)
• Multiple errors trying to Publish without any context or description
• Saved filters in Email versions disappearing
• Created a CTA step and “Survey Response URL” just disappears each time you try and save
• Can’t do semi-anonymous surveys, at all
• Weird behaviors and loading when looking at Participants

Don’t get me wrong, some of the updates are awesome and super slick, but just seems to come at the cost of basic functionality and having the customers doing the QA’ing. 

Adding on here that we are seeing the same issues @tippetts and also have the same frustration that we cannot edit filters in the queries even if the journey is paused @mobrien14. Having the ability to edit and update over time as the business needs evolve is a must have.  Restarting a whole new journey is not a positive end user/admin experience!

Not being able to edit (add or remove) steps in JO when no participants have made it to those steps yet is indescribably maddening. 

Hi Gainsight Product Team,

I am reaching out as a long-time marketing and customer experience professional with experience working with Email Service Providers and lifecycle automation platforms. I understand that Gainsight CS is not positioned as a traditional ESP and leans more towards a Customer Success ecosystem. However, the current limitations within Journey Orchestrator create significant challenges for any organization that needs to operate with true lifecycle agility.

Right now, the inability to edit the Action Execution Schedule (Plus other JO edit functionality) of an active Program is extremely restrictive. Lifecycle strategies depend on a very clear operating rhythm: launch, monitor, optimize, and iterate. This is the foundation of effective engagement and customer experience design.

Under the current setup in Gainsight CS, where we must pause with limited flexibility or completely duplicate a program whenever a schedule adjustment is needed, this iterative model becomes very difficult. This leads to several issues:

1. Operational inefficiency:
   Each time we need to adjust a schedule, we are forced to clone and rebuild entire journeys. This doubles the workload and increases the risk of inconsistencies.

2. Fragmented data and loss of continuity:
   Instead of maintaining a single, continuous journey where we can analyze trends and long‑term performance, we end up with multiple versions. This creates a scattered view of engagement metrics and makes it harder to test and validate improvements over time.

3. Governance challenges and system clutter:
   Rebuilding journeys over and over again leads to unnecessary duplication and creates a bloated program library. This goes against the goal of simplicity and clarity that Gainsight works so hard to support.

4. Barriers to continuous improvement:
   Lifecycle programs must stay flexible. When the system is rigid, it prevents the very optimization cycles that marketing, CX, and CS teams rely on to improve customer outcomes.

The ability to update the Action Execution Schedule in an active journey is absolutely essential for running an efficient, scalable, and truly customer‑focused lifecycle communication strategy.

I strongly encourage the product team to enable this capability. It would improve flexibility, reduce operational overhead, and better support the iterative processes that modern engagement teams depend on.

Gainsight has created a strong foundation with Journey Orchestrator. Adding the ability to adjust schedules within active programs would make the tool significantly more powerful and aligned with how today’s organizations need to operate in order to deliver consistent, timely, and high‑value customer communication.

Thank you for taking the time to improve the platform to support better customer experiences.