Changes generally do not affect customers already in the automation unless stated otherwise. Newly enrolled customers always follow the updated version.
General Behavior
- If “Auto-exit on audience or frequency mismatch” is enabled, existing customers are re-evaluated before each step and may exit if they no longer qualify.
- These rules apply whether the automation is active or inactive, as long as it is not a draft.
Settings
Editing Audience
Editing Audience
Existing customers:
- Customers already inside the automation will stay and continue their flow.
- New audience rules apply only to new entrants.
- Existing customers are re-evaluated before the next step.
- If they no longer match the updated audience, they are automatically exited from their current cycle.
Editing Frequency
Editing Frequency
If the new limit is higher (e.g., from one-time to multiple):
- Customers can re-enter if they trigger the automation again.
- Ongoing cycles continue normally.
- Customers already at the new limit will complete their current cycle and will not re-enter.
- Customers are re-evaluated before their next step. Those exceeding the updated frequency are automatically exited.
Auto-exit on Audience/Frequency Mismatch
Auto-exit on Audience/Frequency Mismatch
| State | Behavior |
|---|---|
| Enabled | Existing customers are re-evaluated before each step. If they no longer match the audience or exceed entry frequency, they are automatically exited. |
| Disabled | Customers continue their journey without re-checks once they start a cycle, even if they no longer meet the original criteria. |
Editing Scheduling
Editing Scheduling
| Field | Rule |
|---|---|
| Start Date | Can be edited if it has not passed yet. |
| End Date | Can be changed anytime, regardless of campaign status. |
Editing Exit Rule
Editing Exit Rule
When an exit rule is added or edited:
- Existing customers are re-evaluated before their next step.
- If they now match the exit condition, they are automatically exited from the automation.
Trigger & Actions
Trigger
Trigger
Updating or Changing the Trigger:
- Existing customers already in the automation are not affected.
- The new trigger applies only to new entrants.
Action — Add, Update, or Delete
Action — Add, Update, or Delete
- If a customer has already passed this step, they are not affected.
- The new action or values apply to all customers who have not yet reached that step.
Controllers
Time Delay
Time Delay
| Scenario | Behavior |
|---|---|
| Updated | Customers already waiting follow the original delay. The new delay applies only to new entrants. |
| Deleted | All customers currently in this step are exited from the automation. |
Wait for an Event
Wait for an Event
| Scenario | Behavior |
|---|---|
| Duration updated | Existing customers continue based on the original duration. New entrants follow the new duration. |
| Event updated | Allowed only in draft. Once the campaign is live, this cannot be changed. |
| Node deleted | All customers in this step are exited from the automation. |
Deactivating an Automation
Deactivating
Deactivating
When deactivated, customer progress is saved. Customers resume from the same step when the automation is reactivated.
Reactivating
Reactivating
When reactivated, customers are re-evaluated based on the following rules:If the customer was in a Time Delay:
- If the wait time has passed while inactive, the next step is triggered immediately.
- If the wait time has not passed, the customer continues waiting as expected.
- If the wait time was edited while inactive, customers waiting in this block resume based on the original duration. The new duration applies only to new entrants.
- If the wait time has elapsed and the event did not occur, the customer is exited.
- If the event happens during inactivity and the wait time has passed, the step is marked as elapsed.
- Events that occur while the automation is inactive are not detected or counted.