Skip to main content
kelly
kelly
Helper ⭐️⭐️⭐️
September 21, 2018
Released

Ability to Edit Journey Orchestrator Programs

Related products:CS Journey Orchestrator
  • September 21, 2018
  • 36 replies
  • 1193 views
I continually hear that this is a commonly requested feature but was surprised that there doesn't seem to be a post specific to this topic (searched by Programs and Advanced Outreach) vs the one off requests for individual program functions. 

I have to highlight just how frustrating it is that you cannot edit a published Program (save for the schedule and entry criteria).

You can't change the query
You can't add or remove a step
You can't tweak the settings of a Create CTA step (this required duplicating the journey twice to to try a different setting and then remove the step due to the bug)
You can't adjust the wait timer
You can't modify the conditions on a conditional wait

Nearly every single adjustment to a Program requires duplicating it and then tracking historical metrics manually. This is not just an issue with live Programs but with Programs that are built to test. Since it has to be published to run through the test conditions, any corrections are to be made on a duplicated version.

The biggest issue I have found regarding this missing functionality is that you lose any 'once in a lifetime'  or re-entry criteria limitations you set on the original journey. Any time we've had to make a little tweak, either due to addressing bugs or actual changes to our flow, has required duplicating the journey (now on our 4th iteration) and we lose that limitation.

There is no native way to prevent someone from re-entering the duplicate journeys. The only way I can think to prevent this is to now go back and edit the logic in the query builder filter to exclude any contact that received a specified email in X amount of days...which is a different space/data set task to incorporate and will require a rework of my entire query AND . . . duplicating the journey.

      36 replies

      Show previous replies
      PavanCh
      Gainsight Employee ⭐️
      PavanCh
      Gainsight Employee ⭐️
      August 2, 2022

      Hi @dylan_campbell ,

      Happy to share that we are actively working on a new free - from drag and drop editor experience aimed at addressing the challenges we have today.

      It will allow you to add a step anywhere in the program, disconnect and reconnect the connectors allowing for the flexibility to modify a program.

      This is currently in design phase 

        PavanCh
        Gainsight Employee ⭐️
        PavanCh
        Gainsight Employee ⭐️
        August 2, 2022
        Updated idea statusPartially Fixed→IN DEVELOPMENT
          mai.eliezer
          mai.eliezer
          Contributor ⭐️⭐️
          October 24, 2022

          Chiming in here to ask if the changes that are currently in development will allow us to edit simple journeys after they’ve been published as well?

          We’re getting a few of our surveys up and running so we have to run quite a few tests, and it seems quite impractical to need to duplicate a journey after every test while we figure out the correct source fields, segments, etc.

            austin_hendrix
            austin_hendrix
            Contributor ⭐️⭐️⭐️
            May 31, 2023

            Seeing that this is in development. Looks like this has been a request for 4 years that would be really valuable to a lot of users! Any updates as to where this sits on the roadmap?

            ajprince
            ajprince
            Contributor ⭐️⭐️⭐️⭐️
            August 28, 2023

            Looks like this feature would really help a large number of people, including us. Haven’t seen any updates on this in awhile, and the original post was from 4 years ago. Are there any updates that can be shared?

            bradley
            bradley
            Expert ⭐️
            August 28, 2023

            Looks like this feature would really help a large number of people, including us. Haven’t seen any updates on this in awhile, and the original post was from 4 years ago. Are there any updates that can be shared?

            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.

              dayn.johnson
              dayn.johnson
              VIP ⭐️⭐️⭐️⭐️⭐️
              October 19, 2023

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

              Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
              angela_domenichelli
              angela_domenichelli
              Contributor ⭐️⭐️⭐️⭐️⭐️
              April 26, 2024

              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.

              Angela Domenichelli (She/Her/Hers)
                Stuart
                Stuart
                Helper ⭐️⭐️
                April 26, 2024

                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.

                  mobrien14
                  mobrien14
                  Helper ⭐️
                  April 26, 2024

                  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.

                  Show more replies
                  Terms & ConditionsAccessibility statement