Resolve journey trigger issues after audience changes in ÃÛ¶¹ÊÓƵ Journey Optimizer
This article addresses an issue where a journey in ÃÛ¶¹ÊÓƵ Journey Optimizer (AJO) stops triggering when changes are made to the associated audience, such as modifying the merge policy. To resolve this issue, you need to duplicate and republish the journey with updated audience settings.
Description description
Environment
- Product: ÃÛ¶¹ÊÓƵ Journey Optimizer (AJO)
- Applicable Scenarios: Journeys using audience qualification as an entry condition.
Issue/Symptoms
- A journey that previously worked stops triggering new entries.
- Profiles join the associated audience but don’t enter the journey.
- Reporting shows no new entries in the journey despite expected activity.
- The issue coincides with changes made to the audience’s configuration, such as its merge policy.
Resolution resolution
Note: Journeys are created based on a specific merge policy at publishing time. If the merge policy changes, existing journeys lose access to the audience due to changes in data composition. As a safeguard, running journeys will no longer access the audience if its merge policy changes, as the audience has fundamentally changed. Duplicate and republish the journey to acknowledge and accept the changes. Best practice is to avoid making direct changes to a live segment’s merge policy if it is linked to active journeys. Instead, create a new segment with desired configurations and associate it with a newly created journey.
To resolve this issue, follow these steps:
- Check if any modifications were made to the associated audience, particularly its merge policy. Use audit logs or internal records to confirm when and what changes occurred.
- Duplicate the affected journey in AJO. Republish it with updated settings that align with the current configuration of the associated audience (including its updated merge policy). Ensure all other setup parameters remain consistent unless additional adjustments are required. For steps, on duplicating a journey in the same sandbox, refer to Duplicate a journey in Journey Optimizer Tutorials.
- After republishing, monitor whether profiles now enter the duplicated journey as expected. Use reporting tools or queries to validate profile activity within audiences and journeys.
- If duplicating and republishing does not resolve the issue, escalate internally or contact ÃÛ¶¹ÊÓƵ Support for further investigation.
By following these steps, you can ensure that your journeys remain functional even after updates are made to their associated audiences.