HELP! In-App Message in Journey not firing | Community
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M
montezh2001
Level 4
November 6, 2025
Question

HELP! In-App Message in Journey not firing

  • November 6, 2025
  • 1 reply
  • 161 views

All, 

I have an In-App Message in my Journey that should "fire" based on a email click. The journey runs and it appears the In-App message runs, but working with my QA team, they are not getting the message. We've checked the trigger, and when we manually run the In-App we can see it in our QA app. However, when it's part of the Journey we're not getting the message. Attached is my Journey and the trigger configuration :

Does anyone know if my config is off, or best ways to troubleshoot. 

 

 

1 reply

Silvio6
Silvio6
Level 5
November 7, 2025

Take a look to this doc: Troubleshooting guide for inbound actions in journeys | Adobe Journey Optimizer

But here a quick resume:

 

  • Journeys do support In-App, but with latency (45 min-1 hour) between Hub marking the profile and Edge being able to deliver. 
  • Campaigns support In-App instantly (Edge-native audiences). 
  • If you need guaranteed, immediate “next app open” In-App → use Campaigns. 
  • If you’re okay with delayed eligibility (~45 min) → you can use Journeys, but keep the profile alive on the In-App node long enough. 

That's why journeys with batch entry + In-App feel “unreliable.” They don’t bridge hub ↔ edge perfectly and it takes almost 1 hour in show in-app to profile once that profile entered the in-app node. 

Journeys can only “prepare” In-App eligibility, but the actual showing always depends on Edge events. And because hub & edge are separate systems, there’s no guarantee the event timing will align unless you design for it. 

    M
    MontexHo
    Level 2
    November 10, 2025

    @silvio6 thank you this. I tried adding a wait (75 minutes) after the reaction to see if this will allow the profile to synch and still not receiving the In-App. I've submitted a ticket to AJO to confirm if there is something more happening besides the latency issue you provided. Thanks again because this was a big help. 

    M
    MontexHo
    Level 2
    November 12, 2025

    Do not add that wait activity before the inbound node. Some of the eligibility stuff happens when profile hits the Inbound channel node. Try adding a 2 hours wait AFTER the inbound node.


    @silvio6 Like this correct?

     

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