Overview

Find quick answers about Journeys access, 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 paid plans. Without one, you can still edit drafts, but you cannot publish, resume, send tests, or test webhooks.

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.

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 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.

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.

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.

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.

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.

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.

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

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.