Overview

Find quick answers about Journeys access, billing, limits, sending, editing, and reports. To fix a problem with one person or message, use troubleshooting.

Access and plans

Which plan do I need for Journeys?

Journeys are available on all paid plans and during your free trial. On the Free plan, or after your trial ends, you can still create and edit journeys, but you cannot publish, resume, send tests, or test webhooks.

Messages in more than one language need the Professional plan or higher.

What happens to live journeys if we downgrade?

Live journeys are not stopped. People can still enter, but the journey holds all messages and steps until your workspace has the required plan again.

Which permissions do teammates need?

• Manage Outbound - Create, edit, duplicate, preview, and view reports

• Manage Outbound State - Publish, pause, resume, stop, archive, and delete journeys, and pick a split test winner

• View Users - See the people in a journey and export them

Teammates need a full seat. Lite seats cannot manage journeys.

Billing and usage

Do journey messages count toward our usage?

Yes. Journeys have no separate price. Their messages use the same usage-based pricing as other Outbound messages:

• Emails - Each email to one person counts as one Outbound Email

• Product tours, surveys, and posts - Each one counts as one Outbound Message when it appears to a person

• Chats and banners - Never count

Does a message count if nobody interacts with it?

Yes. A product tour, survey, or post counts when it appears on the person’s screen, even if they close it without a response. An email counts when it is sent.

What happens when we reach a limit?

Journey emails wait. Featurebase sends them automatically when your email allowance resets or you raise your cap.

For product tours, surveys, and posts, your hard cap stops further charges for the period.

Do test sends count toward our usage?

No. Test sends from a journey never count toward your usage.

Can we use Journeys during a free trial?

Yes. During a trial, these limits apply:

• Up to 15 Outbound Emails a month, journey emails included

• Up to 500 product tours, surveys, and posts in total

Journey emails also need approved email-sending access for your workspace, on a trial and on paid plans. Choose a paid plan to raise the trial limits.

Building journeys

Which blocks can I use?

Content blocks (Email, Chat, Banner, Survey, Product tour, and Post), flow blocks (Wait, Rule, and Split test), and actions (Tag person and Webhook). See the Journey block library.

What are the limits of a journey?

Can a journey loop back to an earlier block?

No. A path cannot connect back to an earlier block, and each path out of a block connects to one next block only.

Can two paths lead to the same block?

Yes. Drag the + at the end of an open path onto another block. The path cannot lead back to an earlier block.

Can I start from a template?

Yes. Click 'New journey' and choose 'Choose from templates'. Each journey template adds the blocks, rules, goal, and sample content for a common use case.

How do people leave a journey?

People leave when they reach the end of a path, match an exit rule, reach the goal with Exit on goal on, or when you stop the journey.

Can I undo changes on the canvas?

Yes. Press ⌘Z on Mac or Ctrl+Z on Windows to undo. Press Shift+⌘Z or Ctrl+Y to redo. You can also use the undo and redo buttons at the bottom left of the canvas.

Can a journey have more than one goal?

No. Each journey has one goal, and the goal can have several rules. To track other milestones, add a Tag person block at each milestone, or compare paths with a split test.

Entry and re-entry

Can people enter a journey more than once?

Yes. In Enter more than once, choose Once, On a schedule, or Every match. A person can be in the same journey only once at a time. Re-entry settings control the spacing between entries.

Do people who already match enter when I publish?

You choose this when you publish. Only people who qualify from now on is the default. Everyone who currently qualifies also lets in everyone who matches now. Journeys with an event or page trigger always count only events and visits after you publish.

Can a journey start from a Featurebase event, such as a vote?

No. The event trigger uses your own custom events, sent from the SDK or the API.

Can visitors enter a journey?

Yes. Choose Visitors & Leads in Who can enter. Visitors have no email address, so give them in-app blocks.

Can a person be in several journeys at the same time?

Yes. A person can be in any number of journeys at once, but only once in each journey at a time.

Why do people stay in a journey after they stop matching the entry rules?

Featurebase checks the entry rules only when a person enters. After that, people continue through the journey even if they no longer match.

To take people out when something changes, add an exit rule. To check a condition again at one point in the journey, add a Rule block.

How do I remove one person from a journey?

There is no button to remove one person. Use a tag and an exit rule:

1. Add an exit rule on Person tag with a tag, such as Remove from onboarding

2. Publish the change, so that the exit rule is live

3. Add the tag to the person

The person leaves the journey soon after they get the tag. To remove several people, add the same tag to each of them.

What happens when a lead becomes a user?

When a lead is merged into a user, the user takes the lead’s place in the journey. They continue from the same block, and no message is sent again. If the user is already in that journey, the lead’s place ends with the reason Person was merged.

Can a journey start when another journey ends?

Not directly. Add a Tag person block at the end of the first journey. In the second journey, choose As soon as they match and add a Person tag rule for that tag in Who can enter.

Sending

Do in-app messages need the Messenger?

Yes. Chats, banners, surveys, product tours, and posts need the Messenger on your site. They show only to people who are online in your product.

Do in-app blocks show in our mobile apps?

Product tours show on desktop web only.

When are messages sent?

A message is sent when a person reaches its block and the send window is open. Set the window in the journey settings or on each block. People enter at any time; their messages wait for the window.

Will a message wait for office hours?

Yes. Set the send window to Office hours. A person who reaches a message outside your office hours waits until they open. Office hours use your workspace time zone. If your workspace has no office hours, messages are sent at any time.

By default, an email waits up to 30 days for its send window.

Is there a limit on emails to the same person?

People who are not verified receive at most 3 journey emails per email address per day. Further emails wait until the next day (UTC). Verified people have no such limit.

Why did someone get the same email twice?

The most common causes are:

• Re-entry - With On a schedule or Every match, a person can enter again and get the journey’s emails again

• Send once per company - A person in several companies goes through the journey once for each company. Turn on Only the top company to send only for their highest-priority company

Do journey emails respect unsubscribes?

Yes. Journey emails use the same subscription and unsubscribe rules as other Outbound emails. Pick a Subscription on each email so people can unsubscribe from that type of email.

Featurebase checks this when each email is due, so an unsubscribe also applies to people who are already in the journey. If an email cannot be sent because the person unsubscribed, they leave the journey at that email.

Unsubscribing stops emails only. In-app messages still show.

What happens to replies?

Replies to journey emails and chats arrive in your Inbox as conversations. Email replies follow the email's Assignee, AI agent, and inbox workflow settings, like standalone Outbound emails.

Editing and managing

Can I edit a live journey?

Yes. Your changes save to a draft and do not affect people until you click 'Publish changes'. When you publish, you choose whether people who are already in the journey move to the new version.

If I change a wait, does it affect people who are already waiting?

No. People who are already waiting keep their original end time, even when you move them to the new version. The new wait applies to people who reach the block after you publish.

Can I restore an earlier version?

Yes. Open the status menu in the editor header and choose Version history. Click 'Restore as draft' on a version, then publish the draft.

What is the difference between pause, stop, and archive?

• Pause - Nobody new enters and nobody moves. People continue when you resume

• Stop - Everyone leaves and nobody new enters. A stopped journey cannot be started again, but you can duplicate it

• Archive - Keeps history and stats in the report. You cannot reopen or duplicate an archived journey

Do goals still count while a journey is paused?

Yes. If a person reaches the goal while the journey is paused, it counts when you resume. Paused time does not use up the goal window.

Can I schedule a journey to start or stop on a date?

No. Journeys have no start or end date. Publish the journey when you want it to start, and pause or stop it by hand. To hold people until a set day of the week and time, use a Wait block with Until a day and time.

Can I delete a journey?

You can delete a journey while it is a draft. A published journey cannot be deleted from the dashboard: stop it and archive it instead.

How do I test a journey before it goes live?

Use 'Preview as…' to walk one person through the journey without sending anything. To receive a message yourself, use 'Send test' on the block. Email tests use the saved draft; in-app tests need the journey to be published.

Reports

Where do I see results?

Open a journey and switch the header tab to Report, or choose Report in the row menu in Dashboard → Outbound → Journeys. The journey report shows entries, goal hits, and results for each block.

Why does the date range not change the split test results?

Split test results ignore the range and version pickers. They use the test's own results period.

Do test sends count in reports?

No. Test sends are excluded from reports, people lists, and exports.

How do I export journey data?

In the journey report, click 'Export people (CSV)' for the people list or 'Export block stats (CSV)' for the results of each block. Journeys with a split test also have 'Export split results (CSV)'.

To send a person’s data to another tool while they are in the journey, add a Webhook block.