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TalithaPa
Level 3
January 3, 2024
Solved

Customer can only be once in a journey

  • January 3, 2024
  • 2 replies
  • 1717 views

Hi,

 

As far as I know, a customer can still only be once in the same journey. We use the email address as the namespace.

This gives us some problems. E.X. we send out e-mails if a package is delayed and there is a wait in the journey. However a customer can have multiple orders with multiple orders being delayed. As long as he is still in the journey with another order being delayed, he can not enter the journey again for another delayed package.

 

How do you deal with this? And does Adobe see a solution for this? 

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Best answer by ShashiCh

Yes your understanding is right. A profile cannot re-enter the journey until they exit it. 

 

Adobe's note: https://experienceleague.adobe.com/docs/journey-optimizer/using/orchestrate-journeys/journey.html?lang=en 

Usually, a profile cannot be present multiple times in the same journey, at the same time. If re-entrance is enabled, a profile can reenter a journey, but cannot do it until they fully exited that previous instance of the journey.

 

Workaround Solution:

You can create different journeys via different events to achieve the result.

2 replies

C
Adobe Employee
costa_n11Adobe Employee
Adobe Employee
January 3, 2024

Hi @talithapa 

There is a journey setting to allow re-entry..

Go to Journey Properties 

 

Thanks

Denis

 

T
TalithaPaAuthor
Level 3
January 3, 2024

Hi @costa_n11  thanks for your reply!

 

But that option is not about being twice in the same journey, right? 

I thought it was just in general if you can re-enter the journey.

 

Or can you be twice in the same journey with this option? That would be great! 

C
Adobe Employee
costa_n11Adobe Employee
Adobe Employee
January 3, 2024

Hi @talithapa 

The option seems to be checked / selected by default, so by default, one can re-enter a journey, only if you un-select this option a profile will be in the journey only once... Remember that a journey has a 30 days cycle, so after 30 days, a profile will re-enter a journey no matter what

 

Is your order dealy journey event triggered or segment triggered?

 

Thanks

 

Denis

 

S
ShashiChAccepted solution
Level 3
January 3, 2024

Yes your understanding is right. A profile cannot re-enter the journey until they exit it. 

 

Adobe's note: https://experienceleague.adobe.com/docs/journey-optimizer/using/orchestrate-journeys/journey.html?lang=en 

Usually, a profile cannot be present multiple times in the same journey, at the same time. If re-entrance is enabled, a profile can reenter a journey, but cannot do it until they fully exited that previous instance of the journey.

 

Workaround Solution:

You can create different journeys via different events to achieve the result.

T
TalithaPaAuthor
Level 3
January 4, 2024

Ah okay that is a pity. Thank you for your answer! 

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